The Guesty Inbox is a messaging platform that centralizes your guest communication and history. It includes messages sent by email, SMS, via the booking channel, and automated messages triggered by a message automation.
A message may be duplicated in a conversation thread for several reasons:
- If the guest has more than one reservation, messages are merged under a single conversation thread.
- If a reservation meets the sending conditions of more than one message automation, it can trigger multiple automated messages.
Airbnb
In some cases, an automated message may appear twice in the Guesty Inbox for an Airbnb reservation. This typically occurs when the message body contains special characters or excessive blank spaces.
Here’s what happens behind the scenes:
- When Guesty sends an automated message to Airbnb, a unique message ID is generated. This ID is based on several parameters, including the content of the message.
- Airbnb processes the message, removing special characters or extra spaces.
- Airbnb then returns the message to Guesty as an incoming message.
- Since the returned message no longer matches the original, Guesty considers it a new message and generates a unique message ID.
- As a result, the message appears twice in the Inbox.
The message is not actually sent twice to the guest. The duplicated message is only visible in the Guesty Inbox due to formatting changes made by Airbnb.
Follow these troubleshooting steps to find the source of the issue.
Step by step:
- Sign in to your Guesty account.
- In the top navigation bar, click Inbox.
- Click Guests inbox in the left menu.
- Select the relevant conversation thread and locate the duplicate messages.
Take note of the content, date and time of delivery, and delivery method.
- In the Inbox widget on the right, click
to open the reservation widget. Take note of the listing name. You can use this to filter results in step 8. - In the dropdown menu check if the guest has more than one reservation.
If a guest has multiple reservations, they may receive the same automated message for each reservation resulting in duplicate messages in the thread. This behavior is normal and no action is necessary.
If the guest has one reservation but they received duplicate automated messages, follow the instructions below to investigate which message automations were triggered and adjust them accordingly.
- Click
Under “History” locate the duplicate automated messages and take note of the name of the trigger, for example “At reservation confirmation”. You will use this to filter results in the next step. - In the top navigation bar, click Messaging.
“Message automation” is where you manage all your communication message automations. To filter your workflows and identify the duplicate automated message, follow these steps:
- Use the trigger filter to select the trigger that caused the duplicate message.
- Use the properties filter to select the name of the listing identified in step 5.
- Expand each message automation to view detailed information about the associated automated messages. Identify the message automations that triggered the duplicate automated message.
For example, you might have one message automation assigned to all listings that sends an automated message to thank a guest for their reservation, and a different message automation assigned to Booking.com reservations that sends the same message. This overlap will trigger duplicate automated messages when a guest makes a reservation via Booking.com.
- Decide what action to take:
- Deactivate message automations that are not required.
- Adjust message automation sending conditions to ensure there is no overlap for the property, including advance notice and length of stay.
- Add sending conditions to automated messages to ensure they are triggered with the relevant reservations only.
