Guesty's messaging automations help you send the right message at the right time, automatically. Set up messages that are sent at specific stages of a reservation lifecycle based on the reservation conditions you define. These messages can be personalized by adding variables, and you can edit or deactivate them as needed.
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For example: You can set up a message automation to send your guest their arrival instructions 12 hours before check-in, a welcome message at the time of check-in, and a thank-you message 24 hours after check-out. |
The activity log allows you to track all updates to your message automations.
Before you begin
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Message automations are added to reservations at confirmation
If the scheduled sending time has already passed when the reservation is confirmed, the message will be sent at the first possible chance—which is at confirmation. For example, if a message is scheduled 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. -
Check-in and check-out times
The check-in and check-out times refer to the listing’s default check-in/check-out time. If you update a reservation's arrival or departure time before the message is sent, the message's scheduled sending time won't recalculate, and will still be sent based on the listing’s default check-in and check-out times.
Create a message automation
Follow the instructions below or watch our video to create a message automation.
Step by step:
- Sign in to your Guesty account.
- In the top navigation bar, click the mode selector and select Operations mode.
- Click Automations and then select Messages.
- In the top-right corner, click Add message automation.
- You can either use one of our templates or create a custom message automation.
To use a message automation template, click Use template next to the relevant automation.
To create a new message automation template, click Create custom in the top-right corner.
Note:
Each template has preset automation conditions and automated messages.
You can edit and customize your automated messages and conditions if needed within the message automation itself. - In the top-left corner, click the pencil icon to change the message automation's name. You can rename it at any time.
- Set the message automation conditions and create the reservation timeline.
- In the top-right corner, click Save as draft (if you'd like to activate it later) or Save & activate (if it is ready).
- Once the automation has been created, you can create an automated message that will be added to it.
Step by step:
- Sign in to your Guesty account.
- In the top menu, click Messaging.
- Click Automated messages.
- Click Add message automation.
- Click Add next to the template you'd like to use.
Message automation templates can be used to fully automate your communication for the most common ways that guests book a stay.
Note:
Each template has its preset conditions and messages.
You can edit and customize your messages and conditions if needed within the message automation itself. - Set the reservation conditions and create the reservation timeline.
- In the bottom-right corner, click Save as draft (if you'd like to activate it later) or Add message automation (if it is ready).
- Once the message automation has been created, you can create automated messages that will be added to it.
Activate/deactivate a message automation
After creating a message automation with at least one message, it must be activated.
You can edit a message automation, as well as deactivate it at any time.
Follow the instructions below to activate/deactivate a message automation.
Step by step:
- Sign in to your Guesty account.
- In the top navigation bar, click the mode selector and select Operations mode.
- Click Automations, and then select Messages.
- To activate an automation, to the right of the relevant automation, switch the toggle on and click Activate in the pop-up window.
The activated message automation, along with its automated messages, will now be added to all existing and future relevant reservations.
To deactivate an automation, to the right of the relevant automation, switch the toggle off and click Continue in the pop-up window.
The deactivated message automation, along with any automated messages that have not yet been sent, will be removed from all relevant reservations.
Step by step:
- Sign in to your Guesty account.
- In the top navigation bar, click Messaging.
- Click Automated messages.
- To activate the automation, toggle the switch next to the relevant message automation and click Activate in the pop-up window.
The activated message automation, along with its messages, will now be added to all existing and future relevant reservations.
To deactivate the message automation, toggle the switch next to the relevant message automation and click Continue in the pop-up window.
The deactivated message automation, along with any messages that have not yet been sent, will be removed from all relevant reservations.
Edit a message automation
Follow the instructions below to edit a message automation.
Step by step:
- Log in to your Guesty account.
- In the top navigation bar, click the mode selector and select Operations mode.
- Click Automations, then select Messages.
- Click the ellipsis icon to the right of the relevant automation, and click Edit.
- Fill in or update the relevant information.
- In the top-right corner, click Save & Activate.
The changes will apply to all existing and future reservations that are relevant to this message automation.
Step by step:
- Log in to your Guesty account.
- In the top navigation bar, click Messaging.
- From the dropdown, select Automated messages.
- Click the ellipsis icon to the right of the relevant message automation, and click Edit.
- Fill in or update the relevant information.
- Click Save.
- If relevant, click Add message automation.
- Click Apply changes.
The changes will apply to all existing and future reservations that are relevant to this message automations.
Delete a message automation
Step by step:
- Sign in to your Guesty account.
- In the top navigation bar, click the mode selector and select Operations mode.
- Click Automations, then select Messages.
- Click the ellipsis icon to the right of the relevant automation.
- Click Delete.
- In the pop-up window, click Delete.
Step by step:
- Sign in to your Guesty account.
- In the top navigation bar, click Messaging.
- From the dropdown menu, select Automated messages.
- To the right of the relevant message automation, click the ellipsis icon.
- Click Delete.
- In the pop-up window, click Delete.
Duplicate a message automation
Important:
This feature is available for Pro users only.
You can duplicate messaging automations. which includes all it's sending conditions and messages, to quickly set up new automations that mirror existing ones. This feature eliminates the need to start from scratch, ensuring consistency and accuracy across your message automations. You can duplicate a message automation as many times as needed.
Follow the instructions below to duplicate a message automation.
Step by step:
- Sign in to your Guesty account.
- In the top navigation bar, click the mode selector and select Operations mode.
- Click Automations, and select Messages.
- Click the ellipsis icon next to the messaging automation you want to duplicate.
You can use the search bar and filters to quickly locate the relevant messaging automation if needed. - From the dropdown menu select Duplicate.
The system will redirect you to a copy of the message automation that you are duplicating.
- Edit the duplicated message automation as required.
- Click Save and activate if it is ready. To save it as a draft, click Save. You can activate a message automation at any time.