To save time as a host and ensure guests always know how to check-in, use your amenities, or what day the rubbish goes out, you can schedule messages to automatically send. You can trigger based on things like a new reservation, check-in, check-out or even a select day of the week.
The templates can be personalised with shortcodes, which are placeholders you can choose that automatically fill in the guest, reservation, and listing details. You can access shortcodes through a menu when you compose a message. You’ll also have to add the corresponding information for each shortcode to your property details, or otherwise, the shortcode will display as unavailable in the message.
Scheduled messages
Common use cases for scheduled messaging have been listed below in bold and we have provided three examples that are saved as archived in your workspace. These templates can easily be reactivated, edited and then applied to any of your properties.
Confirmed booking message (template provided)
Check-in instructions (template provided)
Check-out instructions (template provided)
You can also create additional message templates based on the following events:
Day of the week
New inquiry
Guest cancels booking
Expired pre-approval
Expired special offer
Out of business hours auto-reply
Shortcodes
For a full list of shortcodes and their definitions, you can refer here.
To create an automated message template
Go to "Messages" and select "Templates"
Click "+ New Template"
Select the event you would like to automate the template from
Apply the template to one or multiple properties.
Give the template a name, for example, "confirmed booking message", and then type your message and insert any shortcodes (example: guest’s first name) to customise the message.
Select "Preview" before saving to see how the message shortcodes appear in the message
Then once complete, click "Save Template"
NOTE: Messages won’t be scheduled for events when they occur 24 hours after the scheduled time. For example, if you have a check-in message that sends three days before the check-in date and the guest books 1 day out, then an auto message won't be sent.
We will be releasing a Last-Minute booking event for messages shortly that will take care of scenarios like the above.
How to view message templates for each property
You can easily see which message templates are active for each listing in two ways:
Option 1:
Go to the "Properties" page and select the listing
On the lefthand menu, you will find "Message Templates"
Here you can see both active and archived message templates
Option 2:
Go to the "Messages" page from the left-hand menu
Click on "Templates" on the left-hand side
You can then hit "Filter" and select one or many properties to see the templates that apply
View scheduled messages for a reservation
From the main inbox, you can see the message/s that are scheduled to be sent to the guest. This is displayed at the bottom of the conversation box and you can then view the exact messages that will be sent and when.
From here you can send the message immediately or cancel the scheduled message if it is no longer required. We will indicate when and who cancelled the scheduled message for audit purposes.
View from the main inbox:
Send Now or Cancel:
Cancellation of a scheduled message:
