Guesty's message automations help you configure a communication system that automatically sends the right message to the right individuals at the perfect time. By setting up a reservation timeline, defining reservation conditions that trigger the message automation, adding another layer of message conditions to apply to specific messages, as well as adding variables to customize your messages, you can automate personalized communication easily and effectively.
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For example: You can set up a message automation to send your guest a message with 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. |
Message automations are added to reservations when they are confirmed. If a reservation is confirmed after the scheduled sending time of a message, the message will be sent at the time of 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. |
Messages are based on the listing’s default check-in/check-out time. Changes to a reservation's arrival or departure time won't alter the scheduled sending time.
Use the activity log to track all updates to your message automations.
Note:
If you disable an automated message before its scheduled sending time, it will expire after its scheduled sending time. The expired message can be seen in the Inbox automated messages widget, under "History". It will have a black and white X and will read "Expired" when you hover over it.
Create a message automation
Follow the instructions to create, edit or 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 and then select Messages.
- In the top-right corner, click Add message automation.
To edit an existing automation, click the ellipsis icon next to message automation you want to edit and select Edit from the dropdown menu. Once you have made the necessary changes, click Save and Apply changes. The changes will apply to all existing and future reservations matching the reservation conditions.
- 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.
- In the top-left corner, click
to change the message automation's name. You can rename it at any time. - Under "Select workflow conditions", define the reservation conditions that will trigger the message automation.
- On the reservation timeline, click the relevant message to edit it, or click + Add message to add a new message.
To delete a message, hover over the relevant message on the reservation timeline and click
. In the pop-up, click Remove. 
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Set up your message.
Add message conditions: Under "Add conditions", click +Add condition. Click Search to begin typing the condition's name or select it from the dropdown menu.
Pro users: You can add custom fields with a yes/no answer as a message condition. - Click Save.
- In the top-right corner, save accordingly:
- For new a message automation, click Save and activate if it is ready, or click Save as draft to activate later.
- For an active message automation that was edited, click Save to reactivate it automatically, or De-activate to return it to draft status.
- For a deactivated message automation that was edited, click Save and activate to activate it, or Save to keep as a draft and activate it later.
- In the pop-up, confirm the action.
Step by step:
- Sign in to your Guesty account.
- In the top menu click Messaging and select Automated messages.
- If you are creating your first message automation, click Create your own automation.
To add a new message automation, click Add message automation.
Alternatively, click Use template next to the template you'd like to use. Templates cover the most common scenarios for guest reservations. - Click to edit the default name of the message automation. Enter the name and click outside of the input field to save.
- Define the message conditions:
- If you are using a message automation template, click on the first block of the timeline to set up your message conditions.
- If you are creating a new message automation, click + Conditions on the first block of the timeline to set up your message conditions.
- If you are using a message automation template, click
- Click Save.
- To create a message, click the + icon on the reservation timeline to add a new message.
To edit a message, click
on the relevant message to make the necessary changes. -
Set up your message.
Add your message conditions:Under "Add conditions", click +Add condition. Click Search to begin typing the condition's name or select it from the menu.
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Click Save.
To delete a message, click Delete message. In the pop-up click Delete to confirm.
- Save the message automation accordingly:
- For new a message automation, click Activate automation if it is ready, or click Save as draft to activate later.
- For an active message automation that was edited, click Save to reactivate it automatically, or De-activate to return it to draft status.
- For a deactivated message automation that was edited, click Activate automation to activate it, or Save to keep as a draft and activate it later.
- In the pop-up, confirm the action.
Add an automated message for owners (Pro users only)
Follow the instructions to create an automated message within your message automation specifically for owners.
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.
- Locate for the relevant message automation and click
. - Select Edit from the dropdown menu.
- Select an existing automated message, or click + Add message to create a new one.
- Fill in relevant information.
Important:
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Who will receive it: select Owner from the dropdown menu.
This automatically assigns the message to the owner of the listing where the reservation was made. - How it will be sent: When you select how will the message will be sent, the relevant information is pulled from the Owners profile. Ensure the correct contact details are saved.
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Who will receive it: select Owner from the dropdown menu.
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Click Save.
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Click Save in the top right to apply changes.
Activate/deactivate a message automation
Once you've created a message automation with at least one message, you need to activate it.
To activate/deactivate a message automation, switch the toggle on or to the right of the relevant automation, and confirm the action in the pop-up window. 
An activated message automation, along with its messages, will be added to all existing and future relevant reservations.
A deactivated message automation, along with any messages that have not yet been sent, will be removed from all relevant reservations.
Duplicate a message automation
You can also duplicate message automations, which include conditions and messages, to quickly set up new message 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.
To duplicate an automation, click the ellipsis icon to the right of the relevant automation and select Duplicate from the dropdown menu. The system will redirect you to a copy of the message automation where you can edit the message automation as required. Click Save and activate if it is ready. To save it as a draft, click Save and activate it when it is ready.
Set up your messages
You can create multiple messages within a message automation. You can define when each message will be sent, who will receive it, and how it will be delivered. Message conditions can be applied to individual messages to trigger them.
Message name
The name of the message is for internal use only. It will appear in the automation timeline and in the Inbox auto messages widget.
When should this message be sent
Define the trigger for the message. For example, at the time of booking confirmation, or 1 day before check-in.
Add conditions
Set the message conditions that a reservation must meet to receive the message. Learn more about adding message conditions. For example, add a condition that will trigger the message only if the the reservation was fully paid.
Who will receive it
Pro users: Recipients can include guests, owners, contacts, or team members. You can also create custom fields for recipients.
Lite users: Recipients can include guests or contacts.
How will it be sent
You can choose how to send a message - via booking channel, email or SMS. Learn more about sending messages via SMS.
- If you choose via email, include an email subject line.
- Make sure the recipient contact details updated to ensure the message is received as expected.
Message content
Add the content of the message here.
- Messages can include variables to ensure personalized communication throughout the reservation timeline.
- Messages sent via email offer additional options, such as adding images, attachments, and HTML