The Guesty Inbox is a messaging platform that centralizes your guest communication and history. It includes messages sent by email, SMS, via the booking channel, and automated messages triggered by a communication workflow.
A message may be duplicated in a conversation thread for several reasons:
- If the guest has more than one reservation, messages are merged under a single conversation thread.
- If a reservation meets the sending conditions of more than one workflow, it can trigger multiple automated messages.
Follow these troubleshooting steps to find the source of the issue.
Step by step:
- Sign in to your Guesty account.
- In the top navigation bar, click
. - Click Guests inbox in the left menu.
- Select the relevant conversation thread and locate the duplicate messages.
Take note of the content, date and time of delivery, and delivery method.
- In the Inbox widget on the right, click
to open the reservation widget. Take note of the listing name. You can use this to filter results in step 8. - In the dropdown menu check if the guest has more than one reservation.
If a guest has multiple reservations, they may receive the same automated message for each reservation resulting in duplicate messages in the thread. This behavior is normal and no action is necessary.
If the guest has one reservation but they received duplicate automated messages, follow the instructions below to investigate which workflows were triggered and adjust them accordingly.
- Click
. Under “History” locate the duplicate automated messages and take note of the name of the trigger, for example “At reservation confirmation”. You will use this to filter results in the next step. - In the top navigation bar, click Messaging (Lite users), or click Automations and select Messages (Pro users).
“Message automation” is where you manage all your communication workflows. To filter your workflows and identify the duplicate automated message, follow these steps:
- Use the trigger filter to select the trigger that caused the duplicate message.
- Use the properties filter to select the name of the listing identified in step 5.
- Expand each workflow to view detailed information about the associated automated messages. Identify the workflows that triggered the duplicate automated message.
For example, you might have one workflow assigned to all listings that sends an automated message to thank a guest for their reservation, and a different workflow assigned to Booking.com reservations that sends the same message. This overlap will trigger duplicate automated messages when a guest makes a reservation via Booking.com.
- Decide what action to take:
- Deactivate workflows that are not required.
- Adjust workflow sending conditions to ensure there is no overlap for the property, including advance notice and length of stay.
- Add sending conditions to automated messages to ensure they are triggered with the relevant reservations only.
x