The Inbox holds every guest conversation across every channel in one place, pulling from your OTA, your PMS, SMS, email and WhatsApp where those are set up. It has three panes: the thread list on the left, the conversation in the middle, and the guest sidebar on the right.

Each thread row shows the guest, the timestamp, the property, a status badge and a preview of the last message. The badges you will see are Inquiry, Current Stay, Upcoming Stay and Cancelled. Every row has a checkbox for bulk actions.

This is the single most useful thing to learn about the Inbox. Messages are colour coded by where they came from, so you can tell at a glance whether a human or the AI is handling a conversation.

Once you know the code, a thread reads at a glance. A wall of purple means Besty is handling that guest without you. A blue reply in the middle of purple means somebody stepped in.

Filter to unanswered messages once a day and that is your work queue. It is where the drafts waiting on a human collect, which is exactly the set of conversations Besty was not confident enough to answer alone.

If you do one thing in the Inbox daily, do that. Everything Besty is sure about has already been handled.

The filter icon opens Filters and Sorting. Two buttons sit at the top, Save as default and Reset to default, and saving means your view persists between sessions rather than resetting every time you log in.

Sort Order is the setting most worth understanding. Sorting by Last Message means every automated journey message you send pushes that thread back to the top, so your list reorders itself around your own outbound traffic. Sorting by Last Incoming Message keeps the list ordered by what guests actually said, which is usually what you want.

The rest of the filters group into Assignment Status, Reservation Details covering status, check-in and check-out dates, booking channel and reservation tags, Message Filters covering sentiment, read, archive, trash, snooze, delivery, conversation type, owner status, conversation status, last message type, contact method and workflow status, and Properties by listing set or individual listing.

The header names the guest and the property, with a link through to the listing. Beneath it sits a row of actions: call, translate, email, archive, tag, assign, download and delete.

Messages are attributed as well as colour coded. Inbound messages show the channel they arrived on. Outbound messages carry a full attribution line naming the source, the team member and the timestamp.

Alongside the channel selector, character counter and attachment controls, the composer has three AI controls that are easy to miss: Length, Formality and Warmth, each with a plus and a minus. You can also fix spelling and grammar, and translate a message before sending it.

These rewrite the message you have drafted, right now, in the box. They do not change your global AI settings and they do not affect any other conversation. To change how Besty sounds everywhere, that is Messaging Style under Settings, AI Messaging.

One more thing worth knowing: if you paste a template variable into the composer, the magnifying glass at the bottom right resolves it, so you can see the real value it will send rather than guessing.

When you answer a guest question manually, Besty can turn that answer into a knowledge base entry. It appears as a prompt on the message you just sent, and accepting it means the next guest who asks gets answered automatically.

This is the fastest way to train Besty, because it happens in the flow of work rather than as a separate task. Those proposals then collect under Knowledge Base, Suggested Host Notes, for review.

A stack of collapsible cards: Guest, with a stay-history line telling you whether this is their first stay; Guest stay, with status, dates, listing, channel, guest count, the PMS reference and a link out to the reservation; Tags; the completion status of the rental agreement, damage waiver and check-in form; Automation; Calendar; Tasks; Copilot threads; Notes, visible only to your team; and Locks, showing connection state, battery and locked status where a lock is mapped to the property.

The Automation card is the most useful thing in that sidebar and the least known.

It carries per-reservation controls for Journeys, Autopilot and Upsells. If a guest is upset, that is how you stop Besty messaging them while a human handles it, without touching a single global setting or disabling a journey for everybody else.

Reach out via chat or at support@getbesty.ai.