Guesty Unified Inbox turns Breezeway Messaging into a two-way mirror of your Guesty inbox. Once connected, all reservation-tied conversations from Guesty (Airbnb, Booking.com, VRBO, Email, and SMS via Guesty) show up alongside your existing Breezeway conversations, so you can view, organize, and reply to everything from one place.
Enabling the Integration
The Guesty integration must be active in your Breezeway account.
Go to Settings → Integrations → Guesty → gear icon.
Toggle on Sync Guesty Messages to Breezeway Inbox.
You'll see a confirmation, and messages over the last 14 days will begin syncing. Please note that this may take up to 30 minutes to complete.
Important Notes:
This is an opt-in, it is not on by default.
You do not need a Breezeway SMS number to use it, however if you don’t have one in place, you won’t be able to start new outbound conversations that aren’t related to a Guesty Inbox conversation.
How It Works
Conversation List
Guesty inbox conversations appear right alongside your existing Breezeway conversations (if you have already been using Breezeway Messaging).
A Source indicator shows where each conversation is coming from: the OTA logo (Airbnb, Booking.com, VRBO) when applicable, or the Guesty logo for the smaller OTA sources as well as direct bookings.
Sending Messages
Guesty Inbox Conversations in Messaging: The default send option on a Guesty Inbox conversation is through the last used known channel / Communication method. This routes the message back through the last channel the guest used (for example, "Via Booking.com") or “Via email”
Breezeway Messaging Conversations: The default send option on a Breezeway Messaging conversation is to send through SMS or WhatsApp depending on the rules you have set up in your messaging settings if they have both in place.
Internal notes: When these are created in Breezeway on a Guesty-linked conversation, they are also posted back into Guesty as an internal note, so your team stays in sync regardless of which platform they're working from.
Task Updates: When you create tasks within a Guesty Unified Inbox conversation in Breezeway, you can toggle on the option to “Send task updates”. This will allow you to push updates about a task’s status directly back to the guest using the last known communication channel in the conversation. As the task moves through the lifecycle from created, scheduled, in progress, closed, etc. the guest will receive communications about it.
Auto Messages
To help avoid duplicative auto-messages you should decide where you want to manage the source of truth for auto messages. We recommend the following split:
New booking / reservation confirmation: Keep this firing from Guesty. Most clients already have this configured as part of their PMS onboarding, so it's usually already in place.
All other auto-messages: Check-in instructions, Arrival, Property readiness auto-message, Checkout, etc.)- manage these from Breezeway. For Guesty Unified Inbox Conversations, auto-messages will send in the conversation's last used known channel (e.g., "Via Booking.com" or "Via email"), which is consistent with how manual replies are routed.
Configuration note: You only need to configure the "Guesty" auto-message field in Breezeway, this is the field we use to send auto-messages into Guesty Inbox Conversations. The Breezeway SMS option would only be in place if you have a Breezeway SMS number.
Configuration Option: Without a Breezeway SMS Phone Number
Guesty Unified Inbox works without a Breezeway SMS number.
In that case, the New conversation button is disabled (new outbound conversations have to start in Guesty), and the Staff/Vendors inbox sections are hidden since those rely on a Breezeway number.
AI & Assist Coverage
Our suite of AI features (Smart Inbox, Smart Replies, Smart Tasks, and the AI Messenger (Copilot/Autopilot)) all work on synced Guesty conversations that are tied to a reservation. This extends the same AI coverage you already have on SMS/WhatsApp/Airbnb across your full Guesty inbox. Additionally, if you utilize the Assist team to handle your guest communication, all conversations from the Guesty inbox will be routed and handled accordingly.
If you plan on using Guesty Unified Inbox with Assist, a Breezeway SMS phone number is required.
Important Notes
Only conversations tied to a reservation with 1 or more active messages within the Guesty conversation will sync into Breezeway Messaging.
Conversations have to originate in Guesty - You can't start a new conversation with a guest who hasn't messaged first.
Conversation assignment doesn't sync between the two platforms, since staff accounts in Guesty and Breezeway may not match up, any conversation assignments in Breezeway will just remain in Breezeway.
Conversation unread indicators don't sync between the two platforms