🧭 Overview
Automated Messages allow you to send customizable messages automatically at key points in the booking lifecycle. These messages help ensure timely communication with guests and internal teams, improving efficiency and consistency.
Messages can be sent:
On reservation confirmation
Before check-in
During the guest stay
After checkout
📍 Navigation Path
To create or manage Automated Messages:
Main Menu → Guests → Automated Messages
➕ Creating a New Automated Message
Click + Create Rule.
Enter a Rule Name for easy identification.
Select the Recipient Type:
Guest
Team member (e.g. cleaner, maintenance staff)
⏱️ Define the Trigger
Booking Status
Choose when the message should apply based on booking status, such as:
Confirmed bookings
Inquiries only
Reserved
Agent-confirmed
Canceled
Send Timing
Set the exact time the message should be triggered. Examples include:
Immediately after reservation confirmation
One hour before checkout time
A specific number of days before check-in
🏠 Listing & Channel Rules
You can control which listings or booking channels receive the message:
Include: Send messages only to selected listings
Exclude (Blacklist): Prevent messages from being sent to selected listings or OTAs
ℹ️ Important
If both Include and Exclude fields are left blank, the automation will apply to all listings by default, including any new listings added in the future.
🔍 Additional Filters & Conditions
You can further customize automations using additional conditions, such as:
Security deposit:
Paid
Required but not paid
Property is the Merchant of Record
Guest has left a review
Pre-check-in form completed
Outstanding balance exists
These conditions allow messages to be sent only when specific criteria are met. Feel free to combine conditions to match your workflow.
✉️ Create the Message Content
Select the Delivery Channel
Choose how the message will be sent:
Email
SMS (via booking channel)
WhatsApp
⚠️ WhatsApp Note
WhatsApp messages must use pre-approved templates. Free-text messages are not supported.
Message Body & Personalization
Enter your message content in the Body field
Use Dynamic Parameters to personalize messages automatically
Examples of dynamic data include:
Guest name
Check-in and check-out dates and times
Property or listing name
✅ Save & Activate
Click Save once setup is complete
The automation is activated automatically and will run based on the defined trigger
✏️ Edit, Disable, or Delete Messages
You can manage existing automated messages at any time:
Click the pencil icon to edit
Toggle the Active switch to disable without deleting
Delete the rule if it is no longer needed