A scheduled Automated Message wasn't sent

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Utilize the Automated Messages feature to schedule and automatically send messages that you frequently need.
Automated messages are only sent to reservations with a "Confirmed" status (not "Inquiry" or "Reserved").

Below is a troubleshooting guide to help resolve issues with a scheduled message that didn't send to a "Confirmed "reservation.


Keep in mind that Workflow settings and/or Automated Messages may have been changed since the Automated Message was scheduled to be sent.
For example: An Automated Message template may be currently deactivated, but was activated at the time of sending.

1. Listings and assigned templates

Check if the correct listings are assigned to an Automated Message template.

More info:
The Automated Message from a workflow or the workflow itself may have been deleted or deactivated. Check if the workflow is still present and active. If so, open the workflow to check if the Auto Message still exists.

2. Communication Workflow settings

Check when the Communication Workflow was created or last edited.

More info:
If a Communication Workflow was created after its scheduled sending time, messages will not apply to the reservation. The same can be applied to specific Auto Messages. Check the activity logs of the workflow so you can identify when the specific Auto Message was added to the workflow.

3. Sending conditions settings

Check the Automated Message template's sending conditions.

More info:

You can choose whether or not an Automated Message is sent based on the conditions you set. These conditions may have prevented the scheduled message from being sent. When a reservation-level Custom Field is added as a sending condition, it is checked right before the message is scheduled to be sent.

The message will not be sent if the Custom Field's toggle does not match the reservation details right before sending. However, when a listing-level Custom Field is added as a sending condition, it is checked when the reservation is confirmed. The message will not be sent if the Custom Field's toggle does not match the reservation details at confirmation.  Additionally, a Custom Field may have been deleted, preventing the message from being sent.

When this happens, a "null" sending condition appears instead of the deleted Custom Field in the relevant message template. Contact us to remove this "null" condition. This will allow the message to join reservations.

4. Reservation settings

Check if all scheduled Automated Messages or if an individual message are turned off for a particular reservation.

More info:
You can cancel the sending of either an individual Automated Messages or all scheduled Automated Messages for a particular reservation.

5. Importing settings

Check if the reservation was imported into Guesty.

More info:
An Automated Message which is due to be sent upon confirmation of a reservation will not be sent if the reservation was imported to Guesty. Learn more.

6. Guest's contact info

Check when the guest's phone number was added to the reservation.

More info:
If the number was added after the message's scheduled sending time (for example, once the guest completed their check-in form), then at the moment the message was supposed to be sent there was actually no number to send the message to.

7. Airbnb listings

Check if your Airbnb listing is connected.

More info:
Automated messages will only work when an Airbnb listing and host account are active and connected to Guesty.
Learn more about what each type of Airbnb listing status means.


If the above instructions do not help resolve the issue, please contact us for further assistance.

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