This article accompanies our instructions for creating or editing an Automated Message. During this process, you can customize several fields.

Read below about each field and how they affect the message.

About Workflows and Auto Messages

About Workflows

A Workflow allows you to structure a series of automated actions throughout a reservation.
For each Workflow, you'll set conditions to determine which type of reservation will initiate it, as well as, create the reservation timeline by adding actions to it — such as Automated Messages.

You can easily search for any Workflow you created in the search bar on the Workflows/Reservation automation page.

About Auto Messages

An Auto Message is a type of message that you can create for specific times during a reservation's cycle, and will be automatically sent based on the conditions you sent.

For example: You can send your guest an Auto Message with the 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.

You can also customize your Auto Message (by adding multiple elements), and track all of the updates/changes made to your Workflows and Auto Messages via the activity log

 

Learn more with our video below.



Name your message

Here you can enter the message's internal name.
The internal name will only be used in Guesty, to help you identify the template—it won't be visible to guests.

When should this message be sent?

Before you begin

  1. Automated Messages 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.

  2. "Check in" and "Check out" times
    "Check in" and "Check out" time refers to the listing’s default check-in/check-out time.

    Important:

    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.

Auto Message sending schedule options

You can choose the message's scheduled sending time (when the message should be sent) with one of these options:

  • Hours/Days At/After Booking confirmation
  • Hours/Days At/Before/After Check in
  • Hours/Days At/Before/After Check out
  • Hours/Days At/Before/After Cancellation
  • Hours/Days At/Before/After Alteration

 

Send the message only if

Choose the message's sending conditions to define which type of reservation should receive the message. For example, you can send a message only if the reservation has been paid for.

The message will be automatically sent if conditions are met at least 1 hour before the scheduled sending time. 

View the full list of sending conditions and how they can be applied.

 

Send message to

Choose who the message should be sent to.
You can select either Guest, Owner, User, PhoneBook Contacts, or Custom Field (for Pro users only).

Personal stays for owners

In regards to personal stays for owners, both you and your owner will receive automated emails (separate from Auto Messages) for the following:

  • Owner reservation confirmation
    An email notification will be triggered when the owner creates a personal stay via the Owners Portal.
  • Owner reservation updates
    An email notification will be triggered when the owner updates their personal stay via the Owners Portal.
  • Owner reservation cancellation
    An email notification will be triggered when the owner cancels a personal stay via the Owners Portal.

 

How should the message be sent?

Choose how the message is sent: Booking channel, Email, or SMS.
Learn how the sending choice is implemented.

Message details

Email address, subject and the message body

Email address for receiving a reply

For messages that are sent via email to a non-guest—such as an owner or a team member—you'll need to set a reply-to email address, to make sure that their response reaches you.

If you don't want them to respond, mark the Use no-reply email address checkbox.

Email subject

For messages sent via email, create the message's external name.
This is the email title that guests will see.

Message

Create the message body (the actual text to be sent).

You can also add variables, images/videos, HTML design, and/or URL links (hyperlink) to customize the automated message.

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