When creating or editing an Automated Message, you need to choose if it should be sent through the booking channel or as a direct email from the "How should the message be sent?" drop-down. See below how the message is sent in each option.
Note:
A proxy email is what enables the flow of communication between a booking channel's messaging platform and Guesty. Not all booking channels or booking platforms provide a proxy email, and manual reservations don't have a proxy email.
Booking Channel
This is how an Automated Message is set to be sent via the booking channel:
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For Airbnb and Booking.com reservations
The message will be sent through the Airbnb/Booking.com messaging platform.
We recommend choosing this option for Airbnb and Booking.com since they don't provide a guest email with the reservation. If you send the message as an email (explained below), it won't be sent since there's no destination address. -
For reservations from all other booking channels and booking platforms
The message will be sent to the guest's primary email address in Guesty:- If the primary address is the proxy email provided by the booking channel, the message will be sent to the guest's inbox in the booking channel.
- If the primary address is the guest's private email, the message will be sent as a direct email.
Note:
For Booking.com, a new proxy address is created and added to a contact if they log into their Booking.com account from a different device.
This is how an Automated Message is set to be sent via email (for reservations from all booking channels or booking platforms):
The message will be sent to the guest's primary email address in Guesty.
The message will be sent to the guest's primary email address in Guesty.
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- If the primary address is the proxy email provided by the booking channel, the message will be sent to the guest's inbox in the booking channel.
- If the primary address is the guest's private email, the message will be sent as a direct email.
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For Airbnb and Booking.com
As explained in the section above, we recommend choosing "booking channel" for Airbnb and Booking.com, since Guesty no longer receives an email with the reservation.
Note:
To make sure that guests' messages on Booking.com are delivered by email, check that Guesty is set as the connectivity provider in the Extranet for each of your listings.
