Using quick replies to save time

Most guests who book Airbnb Services send a message to the host first. You can answer common questions, encourage bookings and communicate promptly with quick replies in the Messages tab.

A quick reply is a short, prewritten message that’s saved as a template in your messaging settings.

Placeholders for details, like the guest’s first name, personalise each message by pulling in data from your listing or the reservation.

You can create your own quick replies and use Airbnb’s templates for service hosts. For example, if you frequently answer similar questions about an offering before guests book, try saving your standard response as a quick reply.

Consider sending quick replies while you’re messaging with guests and scheduling quick replies to be sent automatically at key moments.

To send a quick reply immediately to a guest:

• Go to the Messages tab.
• Select the conversation you’d like to reply to.
• Tap the plus sign (+) by Write a message.
• Select Send quick reply.
• Choose a quick reply, which appears in your conversation.
• Edit the message or send it as is.
• Tap the arrow (↑) to send the message.

The Messages tab also has suggested replies, which use artificial intelligence to understand a guest’s question and suggest one of your quick replies to answer it. The suggestion appears in your conversation, where only you can see it. You can edit the quick reply before you send it, or write a different response.

To send a quick reply automatically to all guests:

• Go to the Messages tab.
• Tap the settings icon at the top of your screen.
• Tap Manage quick replies.
• Choose the quick reply you want to schedule and tap Next.
• Tap Schedule for and select when you’d like guests to receive the message, like 5 minutes after a guest books or 2 hours after the service ends.

You’ll see a reminder in your conversation with the guest when a scheduled quick reply is coming up. Adjust or skip sending the message if it repeats information you’ve already shared.

A quick reply works best when it’s brief and focused on a single topic. This could include explaining how to add more guests, fulfilling special requests and planning ahead for emergencies.

Try scheduling quick replies for key moments like these:

Booking confirmation

Say ‘hello’ and gather details that’ll help you tailor your offerings to guests’ needs. For example, a photographer might ask:

• What’s the occasion for the photo session? 
• What shots are important to capture?

If a co-host will provide the service, or an assistant will join you, be sure to introduce them and share their qualifications.

Before a service

Remind guests of your arrival time and meeting location, and offer tips for getting the most out of the service. For example, a personal trainer might include a short list of recommended clothing for outdoor activities and seasonal weather.

After a service

Consider thanking guests for booking with you. Encouraging them to leave a public review can help others decide whether the service meets their needs. Ask for feedback, including specific ideas about how you could have made your time together even better.

Sending photos or videos with quick replies can help you introduce yourself, create custom offerings and share memorable moments with guests. For example, a chef could send a photo of a sample menu.

You can attach files to messages anytime after bookings are confirmed. Send photos in PNG or JPG format (up to 50 MB) and videos as MP4 or MOV format (up to 100 MB and 60 seconds).

User experience may vary by location. Information contained in this article may have changed since publication.