Adding sending conditions to an Automated Message: Explained

This article accompanies our instructions on how to add sending conditions to an automated message.
Sending conditions are rules that apply to a specific automated message and define which type of reservation should receive the message—they do not determine or affect the sending time of that message.
The message will be automatically sent if conditions are met at the scheduled sending time.
Follow the instructions below to add sending conditions.

There are two types of sending conditions:
Read below about each condition and how you can implement them.
Contact us if you want to configure the sending conditions in a manner that is not listed below.

How Auto Messages with sending conditions are sent

Automated Messages are added to a reservation at confirmation.
If the message's scheduled sending time has already passed when the reservation is confirmed, it will be sent at the first possible chance — which is at confirmation.

For example: If a message is set to be sent 1 day before check-in, and the reservation is confirmed 8 hours before check-in, the message will be sent 8 hours before check-in (at the time of confirmation).


If the conditions are met at the scheduled sending time, the message will automatically be sent.
For example, you can set a sending condition for a message to be sent only if the reservation has been paid.

Adding multiple sending conditions

You can also add more than one sending condition to your message. In this case, the message will only be sent if all sending conditions are met.

For example:
Let's say you set up an Auto Messsage with the sending conditions:
"Only if number of guests" is more than 4 and the "planned departure" is yes.

The message will only be sent if the reservation has 4 or more guests and has submitted a planned departure time.

Default sending conditions

Number of guests

Add messages to reservations based on the number of guests the reservation was booked for.

Auto messages will be sent directly to your guest depending on the option you select ("Is", "Is not", "Is more than", "Is less than", or "Is between").

Below are examples and explanations for each type of option for this condition.

Example 1:
Let's say that your condition is relevant to 4 guests (like in the image below).

Is The auto message will be sent when the total number of guests confirmed in the reservation is equal to 4 guests.
Is not The auto message will be sent when the number of guests confirmed is either more than or less than 4 guests.
Is more than The auto message will be sent when the total number of guests confirmed is higher than 4 guests—meaning 5 guests or more.
Is less than The auto message will be sent when the total number of guests confirmed is lower than 4 guests—meaning 3 guests or less.

Example 2:
Let's say that your condition is relevant to 1-4 guests (like the image below).

Is between The auto message will be sent when the number of guests confirmed is either 1, 2, 3, or 4 guests total.

Tip:

You can use this condition to selectively inquire guests about their sleeping arrangements, and use it to offer a sofa bed only when the number of guests exceeds the number of beds in a listing.

Reservation was fully paid

Add messages to reservations based on whether or not the guest paid for the reservation: toggle yes/no.
You can use this condition to make sure the check-in instructions are only sent to guests that have paid for their reservation, giving only them access to the property.

Important:

Do not use this condition when sending check-in instructions for Airbnb reservations since they are only marked as fully paid 24 hours after check-in. You can use the "Channels" sending condition to exclude Airbnb in this case.

Check-in form submitted

Add messages to reservations based on whether or not the guest has completed their check-in form: toggle yes/no.
You can use this condition to make sure the check-in instructions are only sent to guests that have completed their check-in form, giving only them access to the property. 

Agreement completed

Add messages to reservations based on whether or not the guest signed their rental agreement: toggle yes/no.
You can use this condition to make sure the check-in instructions are only sent to guests that have signed their rental agreement, giving only them access to the property.

Planned arrival

Add messages to reservations based on the guest's planned arrival: is before/is after (or at) hour X. If the reservation does not have an estimated time of arrival (ETA), the condition will be checked against the reservation's default check-in time instead.
You can use this condition to send a message to guests that are arriving before the designated check-in time to charge them for early check-in. Similarly, if needed, you can use this condition to send specific check-in instructions to guests that are arriving late at night.

Guest provided an ETA

Add messages to reservations based on whether or not the guest has given an estimated time of arrival (ETA): toggle yes/no.
You can use this condition to remind guests to provide an ETA.

Planned departure

Add messages to reservations based on the guest's planned departure: is before/is after (or at) hour X. If the reservation does not have an estimated time of departure (ETD), the condition will be checked against the reservation's default check-out time instead.
You can use this condition to send a message to guests that are checking out after the designated check-in time to charge them for late check-out. Similarly, if needed, you can use this condition to send specific check-out instructions to guests that are leaving late at night.

Guest provided an ETD

Add messages to reservations based on whether or not the guest has given an estimated time of departure (ETD): toggle yes/no.
You can use this condition to remind guests to provide an ETD.

Guest preferred language

Add messages to reservations based on the guest's preferred language: is/is not language X.
For example, if the guest’s preferred is Spanish, you can create a message template in Spanish and add the condition “Preferred language is Spanish” so the message will only be sent to guests with Spanish preferred language.

Important:

The guest preferred language field is not populated automatically, it must be filled out under Guest Details. See more information here.

Guest hometown

Add messages to reservations based on the city the guest is originally from: is/is not city X.
You can use this condition to selectively target guests that book a reservation in the city they live in, particularly a short stay, to emphasize their understanding of your house rules, party restrictions, etc.

Note:

This condition is only supported when the Hometown is provided by the booking channel or added manually in Guesty.

Is a returning guest

Add messages to reservations based on whether or not a guest has stayed at this property before: toggle yes/no.
You can use this condition to adapt your messages to the experience of returning guests that have already received the basic messages in the past.

Host total payout

Add messages to reservations based on how much the guest paid for the reservation: equals/does not equal/is more than/is less than/is between X listing currency.
You can use this condition to create unique messages for guests that pay more for their reservation to offer additional services free of charge, for example, or a VIP experience to make sure they feel their money was well spent and encourage them to return.

Should review

Add messages to reservations based on whether or not the guest should be auto-reviewed: toggle Yes/No.
You can use this condition with the "Guest submitted a review" condition in a Review Reminder message template, to make sure you do not ask guests to leave a review if there was a problem with their stay since their review could damage the property's rating. 

Note:

This sending condition applies only to Airbnb reservations.

Guest submitted a review

Add messages to reservations based on whether or not the guest has already submitted a review of their stay and your property: toggle yes/no.
You can use this condition to remind guests to leave a review only if they have not left one yet.

Note:

This sending condition applies only to Airbnb reservations.

Custom sending conditions

You can use reservation custom fields that have a Yes/No field type to create sending conditions for specific cases.
You will need to create the custom field, add it as a sending condition, and activate it for the relevant reservation to make sure the message is added to it. Learn more here.
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