Auto Message appears multiple times in the same conversation thread

When a guest has more than one reservation, they are merged under a single conversation thread in the Inbox to give you the context of past communication with that guest.

If you think the same message was sent multiple times within a conversation thread, it may actually be a single automated message, that was sent separately for each of the guest's different reservations.

Follow the steps below to see if this is indeed what happened.

Step by step:

  1. Sign in to your Guesty account.
  2. In the top navigation bar, click the Inbox icon.
  3. Select Guests inbox from the left side (if necessary).
  4. Check if the guest has more than one reservation:
    1. If the inbox widget isn't already open to the right side of the conversation thread, click.
    2. Clickto open the reservation widget.
    3. Click the arrow next to the confirmation code at the top of the widget and check if the guest has more than one reservation:
      1. If they have more than one reservation, note how many and continue to step 5 below.
      2. If they have only one reservation, contact us with a screenshot of the multiple messages that were sent and proof of that one reservation.   
  5. Check if the multiple messages are "automated messages" - they should say "automated message" at the bottom, next to the message's sending date and time.
    If any messages don't say "automated message", contact us with a screenshot.
  6. For the automated messages you found, check if they were really sent:
    1. If the inbox widget isn't already open to the right side of the conversation thread, click.
    2. Clickto open the automated messages widget.
    3. Under "History" you'll find a list of automated messages that were sent.
      Check if the automated messages from step 4 above appear on the list with their sending date and time.
      If any are missing from the list or if they appear on the list with the wrong sending date and time, contact us with a screenshot.
  7. For the automated messages that were sent at the right date and time, check if the setup matches the reservations that got them:
      1. In the top menu of your Guesty account, click Automations (for Pro users) or Automations > Reservation automation > messages (for Lite users).
      2. Find the workflow with the message that was sent more than once.
      3. Compare its triggers (Advance Notice, length of stay, properties, and channels) to the reservations that got the message.
        1. If you find reservations that don't match the triggers but still got the message, contact us with a screenshot.
      4. Click the Workflow and locate the message that was sent more than once.
        1. Click the message to see its details.
        2. Compare the scheduled sending time (next to the message's name), such as "1 day after checkout", to the messages that were sent.
          1. If you find reservations that recieved the message at a different sending time, contact us with the reservation ID.
        3. Check if the message has sending conditions (in the right panel, above the actual message. They'll say "only if" or "if".)
          1. If so, check if the reservations that got the message match the conditions.
          2. If you find reservations that don't match the conditions but still recieved the message, contact us with the reservation ID.
    •  
Was this article helpful?
0 out of 0 found this helpful