Inbox collects every message sent to and received from guests in one place - noise alert messages, scheduled check-in and check-out messages, and any replies guests send back - organised into one thread per reservation. You can also send manual messages to a current guest directly from Inbox. No Autopilot setup is required to use Inbox - it is available to all hosts and property managers from the moment Messaging is enabled.
What appears in the Inbox
Every message Minut sends to a guest and every reply from a guest is recorded here. Messages from the same reservation are grouped into a single thread. The Inbox does not replace your OTA or PMS inbox, it is a record of what Minut has sent and received, regardless of the channel used to deliver it.
Noise alert messages
Automated
Messages sent automatically when noise exceeds your threshold; first, second, and third warning. These are the most common message type in most accounts. Each appears in the thread with the time and noise level that triggered it.
Scheduled messages
Automated
Check-in messages, pre-arrival messages, check-out reminders, and any other messages you have set up in Scheduled messaging. These appear in the thread in chronological order alongside noise alerts, giving you the full picture of every touchpoint with that guest. Scheduled deliveries created through a connected PMS appear in the same thread too.
Presence-event messages
Automated
Arrival messages - sent to each guest when their arrival is detected - along with no-show and early-checkout messages, appear here too, together with any reply a guest sends back. Set these up in Guest Journey.
Guest replies From guest
When a guest replies to a Minut message; via WhatsApp, SMS, or through Airbnb their reply appears in the thread. SMS replies are one-way: guests cannot reply to standard SMS messages. Replies are only possible via WhatsApp, Airbnb inbox, other two-way channels, or SMS where your PMS integration routes replies back to Minut.
Manual messages
You sent
Messages you send directly from the Inbox to a current guest. These appear in the thread alongside automated messages so the full conversation history is in one place.
Inside a conversation thread
Each thread shows the full message history for one stay ordered chronologically so you can follow the sequence of events from first contact to checkout.
The thread gives you context before you act. When a noise alert fires at 2am, you can open the thread and immediately see whether this guest has already been messaged twice before, or whether it's a first incident. That context shapes how you respond or whether you escalate to Call Assist.
Send a manual message
You can send a message directly to a guest from inside any thread. This is useful for following up after a noise alert, answering a question a guest has replied with, or sending information the automated messages didn't cover.
Open Inbox
Web app: go to web.minut.com → click Messaging in the left navigation → click Inbox.
Mobile app: tap Messaging in the bottom navigation → tap Inbox.Select the conversation
Tap the reservation thread you want to reply to. Threads are listed with the most recent message first.
Type and send
Tap the message field at the bottom of the thread, type your message, and tap Send. The message is delivered via the same channel as the automated messages for that reservation SMS, WhatsApp, or Airbnb inbox.
Your manual message appears in the thread alongside the automated messages
Manual messages go through the same channel as automated ones. If a guest's noise alerts were sent via WhatsApp, your manual reply also goes via WhatsApp. If via Airbnb inbox, your reply goes into Airbnb. You cannot switch channels mid-conversation.
You can also start a message to a guest from the Messages section of the Guest Detail Panel, where you'll see the current conversation, a quick composer, and any relevant scheduled messages for that stay.
If a capable smart lock is connected, the message composer offers a built-in "share your lock access code" template that inserts the guest's access code and a link to the guest app. If you decline this template when linking a lock, that decision is remembered so it isn't offered again for that lock; linking or relinking a lock also reuses an existing access-code message rule instead of creating a duplicate, so guests won't receive the same access code twice.
Filter by rental unit
If you manage multiple properties, the Inbox shows threads from all of them by default. Use the unit filter to focus on a specific property.
Open Messaging → Inbox
Tap the filter icon in the top right corner
Select the rental unit you want to view; the Inbox will update to show only threads for that property
Message channels
The channel a message is sent through and whether a guest can reply depends on your integration setup. Minut picks the best available channel automatically, prioritising Airbnb, then WhatsApp, then SMS, with email as a fallback.
SMS | One-way. Minut sends the message; guests cannot reply. Any reply attempt from the guest is not delivered, unless your PMS integration provides two-way routing. The guest will see the message but otherwise has no way to respond through the same channel. |
Two-way. Guests can reply and their response appears in the thread in the Inbox. Used by default in countries where WhatsApp is the primary messaging channel, or where the guest's number is registered on WhatsApp. WhatsApp delivery to US recipients now uses a Utility-category opener template for better transactional delivery. | |
Airbnb inbox | Two-way. Messages are delivered to the Airbnb inbox. Guests can reply through Airbnb and the reply appears in the Minut Inbox thread, labelled with the Airbnb channel. Requires the Airbnb integration to be connected. |
PMS inbox | Two-way (varies by PMS). Some PMS integrations including Guesty route messages through their own inbox. The reply appears in the Minut Inbox with the PMS channel label. |
Fallback, two-way. Used when no other channel is available. Whether a guest's reply appears back in the Inbox depends on the integration and the guest's email setup. | |
Channel label in thread | Each message in a thread shows which channel it was sent through. This makes it clear whether you sent via SMS, WhatsApp, Airbnb, email, or a PMS integration, and whether a guest reply came from that channel. |
Phone numbers guessed from a short list of countries (for example US, GB, DE, BE) are no longer treated as validated for automated outbound calls. To use Autocall or other automated voice actions for a guest, make sure their phone number includes an explicit country code.
Configure what gets sent
The Inbox shows messages; it does not configure them. What Minut sends, when it sends, and to which channel is configured separately.
Noise alert messages | Configured in your Noise Preset: toggle SMS, Autocall, or Flash & Sound per warning stage. See Noise Presets |
Scheduled messages | Configured in Guest experience → Scheduled messages in the web app, or via More → Scheduled messages in the mobile app. |
Guest contact details | Messages can only be sent if a guest phone number is linked to the reservation. Add guests manually under Properties → rental unit → Reservations, or connect Airbnb or a PMS to import them automatically. |
Message channel | SMS is the default. To switch to Airbnb inbox, connect the Airbnb integration and configure delivery under Integrations → Airbnb → Settings. |
Frequently asked questions
A guest replied to a noise alert but I can't see their reply in the Inbox
If the noise alert was sent via SMS, guests cannot reply; SMS is one-way. Their reply attempt was not delivered and does not appear. If you want two-way messaging, connect the Airbnb integration (for Airbnb stays) or ensure the guest's number is registered on WhatsApp (for non-Airbnb stays).
The Inbox is empty even though messages have been sent
Messages only appear in the Inbox if a reservation was linked to the rental unit at the time of sending. If no guest was added to the stay, Minut cannot associate the outbound message with a conversation thread. Check that a reservation with a guest name and phone number exists for the relevant unit under Properties → rental unit → Reservations.
It's also worth checking whether the message was suppressed rather than sent. Scheduled and automated messages are checked for unresolved shortcodes - a missing access code, empty check-in instructions, or a missing guest app link - right before sending. If anything is still unresolved, Minut suppresses the message instead of sending a placeholder, and it does not retry automatically once the missing detail is filled in.
Can I delete or hide a message from the Inbox?
No; the Inbox is a read-only log of all guest communication for that stay. Messages cannot be deleted or hidden. This is by design: the thread serves as a record of what was communicated, which can be important if a dispute arises.
Can multiple team members see and use the Inbox?
Yes. All team members with access to a rental unit can view the Inbox thread for that unit and send manual messages. There is no notification when a colleague has already replied; check the thread before sending to avoid sending duplicate messages to the same guest.
Is the Inbox available on the web app?
The Inbox is primarily a mobile app feature; it is the third tab in the Minut mobile app on iOS and Android. Some messaging visibility is available via the web app, but the full conversational thread view and manual message sending is optimised for mobile.
How long are threads kept?
Thread history is tied to the reservation's record. Reservations data is retained in Minut for review until it is cleared. Guest contact details - name and phone number- are deleted 14 days after checkout, but the message content of the thread remains accessible for your records.