Troubleshooting: a scheduled automated message wasn't sent

With Guesty's message automations, you can simplify and automate guest communication by sending automated messages to reservations with a "Confirmed" status. 

Follow the troubleshooting guide below to resolve issues with a scheduled message that was not sent for a "Confirmed "reservation.

• Confirm you assigned the correct listing to your template

  The automated message associated with a message automation, or the message automation itself may have been deleted or deactivated

• Check when the message automation was created or updated

  If a message automation was created or updated after its scheduled sending time, messages will not apply to the reservation. The same can be relevant to specific automated messages. Check the activity logs of the message automation to identify when the specific automated message was added to the message automation.

• Check which conditions were set

  You can choose whether an automated message is sent based on the message conditions you set:

  • If you add reservation-level custom field as a message condition, Guesty checks it before sending out the message per its schedule. The message will not be sent if the custom field's toggle does not match the reservation details.
  • When a property-level custom field is added as a message condition, Guesty checks it only when the reservation status is "Confirmed". The message will not be sent if the custom field's toggle does not match the reservation details at confirmation.

  If you delete the custom field without removing the condition from the automated message, it will not be 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 action enables the automated message to be reapplies to existing and future reservations.

• Check the custom fields

  The following limitations will cause an automated message to fail:

  • Custom fields can't contain default variables.
  • Custom fields can't be used within other custom fields.
  • A variable used in the automated message is not set up as a property or reservation custom field.

• Check the reservation settings

  Check if multiple automated messages or if a single message are disabled for the reservation.

• Check if the reservation was imported

  An automated message that is triggered by a confirmation of a reservation will not be sent if the reservation was imported to Guesty.

• Check the guest's contact details

  Check when the guest's phone number and email address were added to the reservation. The correct guest phone number and email should be updated in the guest profile before the scheduled sending time of the automated message. If there is no email address, or if the primary email address is not set, the automated messages won't be sent. If the guest details are incorrect, the automated message can't be received.

• Check your Airbnb listing settings

  Automated messages will only work when both an Airbnb listing and host account are active and connected to Guesty. Airbnb messages must be sent via channel not email.