Guest messaging & automations
How the combined inbox works across Direct, SMS, and email, and how to automate common replies.
Overview
Every guest conversation, whether it comes in as a Direct message, SMS, or email, lands in one combined inbox rather than three separate tools. A conversation is created automatically the moment a booking comes in.
On top of manual replies, you can build a small library of templates and set up automated replies that fire instantly for the questions you get every day.
Every guest conversation in one combined inbox.
How it works
- 1
Check the combined inbox
All Direct, SMS, and email conversations appear in one place, with full booking history alongside each thread.
- 2
Reply with a template or custom message
Use a saved template for common questions, or write a one-off custom reply.
- 3
Set up auto-replies
Configure automated answers for common questions, pickup time, mileage limits, fuel policy, so guests get an instant answer any time of day.
- 4
Trigger status-based messages
Set a message to send automatically based on booking status, like pickup instructions the moment a booking is confirmed.
- 5
Assign follow-up tasks
Hand a message that needs action beyond a reply to a team member as a task.
Best practices
- Build a small library of templates for your most common questions before you're answering them under pressure.
- Review your auto-reply coverage periodically, if you notice yourself typing the same manual answer twice, that's a signal to add a template or automation for it.
Things to keep in mind
- Automated replies are built for common, predictable questions. A message that needs judgment should still get a real human reply.
- Task assignment and team roles are available on Growth and Enterprise plans.
What's automated
- A guest message thread is created automatically the moment a booking comes in, whether direct or through Turo.
- Pickup instructions and lockbox codes can be sent automatically the instant a booking is confirmed.
- Auto-replies answer common guest questions instantly, day or night, without waiting on you to be available.
Common questions
Can I see a guest's booking history while messaging them?
Yes, every conversation shows the guest's full booking history alongside the thread, so you're never messaging without context.
Will guests know they're talking to an automated reply?
Auto-replies are written in your own voice using your templates, they're designed to feel like a fast human reply, not a generic bot response.