Managing message automations

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.

Understanding message scheduling and expiration

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.

Messages are scheduled according to the listing’s default check-in/check-out time. Changes to a reservation's arrival or departure time won't affect the scheduled sending time. If you disable an automated message before its scheduled sending time, it expires after the scheduled time passes. View expired messages under "History" in the Inbox automated messages widget, marked with a black and white X and "Expired" label when you hover over them. Automated messages sent to cleaners aren't displayed in the Inbox. Use the activity log to track all updates to your message automations.

Create a message automation

Follow the instructions to create, edit or delete a message automation.

Step by step:

1. Sign in to your Guesty account.
2. In the top menu click Messaging and select Automated messages.
3. 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.

4. Click to edit the default name of the message automation. Enter the name and click outside of the input field to save.
5. Define the reservation 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..
6. Click Save.
7. 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.

8. 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.

9. Click Save.

   To delete a message, click Delete message. In the pop-up click Delete to confirm.

10. 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.
11. In the pop-up, confirm the action.

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

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.
• Ensure the guest has a valid email address or phone number in the contact details if the automated messages are set to be sent via email or SMS. 

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.
• Message formatting such as bolding and italics is only supported for messages sent via email.

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.