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.
2. Communication Workflow settings
Check when the Communication Workflow was created or last edited.
3. Sending conditions settings
Check the Automated Message template's sending conditions.
You can choose whether or not an Automated Message is sent based on the . 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
5. Importing settings
Check if the reservation was imported into Guesty.
6. Guest's contact info
Check when the guest's phone number was added to the reservation.
7. Airbnb listings
Check if your Airbnb listing is connected.
If the above instructions do not help resolve the issue, please contact us for further assistance.