Symptoms
A single automated message appears split into multiple separate texts
Messages appear disconnected from the main conversation thread
A guest receives the same message more than once
Messages show in Guesty but don't appear in Besty (or vice versa)
Broken/split SMS messages
If an automated message is too long, it may be split into multiple SMS segments by your carrier or Twilio. To fix this, shorten the message in your Guesty journey or Besty workflow. Aim to keep automated SMS messages concise — remove unnecessary line breaks, formatting, and repeated information.
Duplicate messages
Duplicate messages typically happen when the same journey or automated message is configured in both Guesty and Besty. Check whether the same message is set up in both systems and remove the duplicate from one. Besty and Guesty automated messages should not overlap for the same trigger.
Messages not syncing between Guesty and Besty
If a message appears in Guesty but not in Besty, or a guest reply isn't showing up in your Besty inbox, this is usually a sync or connection issue. Steps to try:
Refresh your Besty inbox.
Check that your Guesty connection is active in Besty settings.
If the issue persists, contact your support channel with the reservation details and message timestamp.
Messages from cancelled reservations
Automated journey messages may fire for cancelled reservations if the cancellation isn't processed before the message trigger fires. To prevent this, ensure your journey conditions exclude cancelled reservations, or set a short delay after booking before sending confirmation messages.