With “Transfer message”, the Outlook add-in stores an email that is open in Microsoft Outlook as a message from the guest in their conversation in ReGuest. The button is in the add-in's task pane, opened via Outlook ribbon › “Re:Guest Outlook Add-in” › “Re:Guest”.
Example: Transfer a new guest's email to ReGuest
A front-desk staff member receives an email in Outlook from a sender who is not yet known in ReGuest. The email is to appear in ReGuest in this guest's conversation.
Open the email. Open the sender's email in Outlook.
Open the add-in. The “Re:Guest” button in the “Re:Guest Outlook Add-in” group of the ribbon opens the add-in's task pane.
Check the name. Because the sender is not known in ReGuest, the guest's box shows the name and address from the email. The name can be changed there. ReGuest takes the new guest's first name and last name from this field, so it must contain both.
Transfer the message. “Transfer message” in the task pane transfers the email. ReGuest creates the guest with the first name and last name from the name field, with the detected language if the hotel offers it, and stores the email as a message from the guest in their conversation.
Result. The task pane immediately shows “Message was transferred on … by …” with the date, the time and the staff member's name, and “Transfer message” is no longer visible for this email. In ReGuest, the email is stored as a message in the guest's conversation, and the responsible staff member receives the usual notification about a new message.
The pages in detail
Actions in the task pane
The task pane has three buttons. “Detect request” lets the AI read a request for a stay from the email, “Suggest answer” generates a reply to the email, and “Transfer message” stores the email as a message from the guest in their conversation in ReGuest.
What happens when transferring. If the guest does not yet exist in ReGuest, they are created, with the first name and last name from the name field in the guest's box and the detected language if the hotel offers it. If there is no conversation with the guest yet, it is created as well.
If the button is missing or disabled. “Transfer message” is hidden if the email has already been transferred or if the user's role does not grant access to guest data. The button is disabled as long as the name in the guest's box has fewer than two words; the message “Name is invalid. The field must contain at least a first name and a last name.” then appears.
Several facilities. If the hotel works with several facilities, the “Facility/Hotel” drop-down list appears instead of the “Transfer message” button. There, the building or hotel is selected when transferring. The selected building or hotel determines the facility that the conversation holding the message belongs to.
Emails from a portal. Some sender addresses, usually those of a portal, are stored in ReGuest for the email or request import. For an email from such an address, the AI determines the actual guest from the text of the email before transferring. If it finds none, the transfer is rejected.
If the transfer fails. If ReGuest reports the transfer as unsuccessful, the add-in shows “Message not transferred” together with the reason. For example, ReGuest rejects an email that has already been transferred with “This MS Outlook email has already been processed in Re:Guest as a conversation message.”
Notices about earlier actions
If the email has already been transferred, the task pane shows “Message was transferred on … by …”, with the date, the time and the user who transferred it. If a request was created from the email, it shows “Request was created on … by …”. “Open in Re:Guest” next to the notice about the transferred message opens the conversation in ReGuest in which the message is stored.
Prerequisites
‘Transfer message in the Outlook add-in’ belongs to the licence module Channels › Microsoft Outlook™ Integration. With Multi-Property, the “Facility/Hotel” drop-down list is added when transferring.
If the module is licensed, access to it is enabled for specific users through their role. Roles are managed by ReGuest support.
Frequently asked questions
Why is the “Transfer message” button missing? Either the email has already been transferred; then the task pane shows “Message was transferred on … by …”. Or your own role does not grant access to guest data; then the add-in shows a notice about this in place of the box. Roles are managed by ReGuest support.
Why can “Transfer message” not be clicked? The name in the guest's box has fewer than two words. For an unknown sender, the name in the box can be changed; as soon as it contains a first name and a last name, the email can be transferred.
Can the same email be transferred twice? No. After the transfer, the button is hidden for this email, and ReGuest rejects a second transfer of the same email.
How can a transferred email be recognised in ReGuest? Not by the message itself: in the conversation it looks like an ordinary email reply from the guest. In the add-in, the notice “Message was transferred on … by …” shows when and by whom the email was transferred.
Why was an email from a portal not transferred? For an email from an import address, the AI must determine the actual guest from the text of the email. If it finds none, ReGuest rejects the transfer. If the transfer keeps being rejected, ReGuest support can help.
Does the email get a category in Outlook? Yes, if the “Categories” switch is on in the add-in's settings, and it is on from the start. The add-in then sets the Outlook category “Message” on a transferred email and creates the category in the mailbox if it is missing there.
What is the difference from “Detect request”? “Transfer message” only stores the email as a message in the guest's conversation. “Detect request” reads a request for a stay from the email, which becomes a request in ReGuest. In the “Request for stay”, “Create Messenger message” transfers the email as a message instead of as a request.
As of: 2026-10-26.