Message automation offers the possibility to send messages automatically based on reservation events. With this powerful tool, you can generate "Thank you for booking" messages, "Before you arrive" messages, "Leave a review" messages and more!
Automated messages can include information collected from the listing, reservation and other details. For example, you can write: Hello [guest_name] that will then take the guest name from the reservation.
Important: All automation will be created at the moment we receive a reservation. You can find more information on how to edit, pause, delete or trigger right away, in this article.
Create an automated message
In your Hostaway account > Messages > Automations.
For your first automation, the software will give you some suggestions for automated templates.
Automations can be created for all channels or multiple channels selection, all listings, multiple listings selection or based on one listing or it can be channel-specific.
In the automation creation window, you can create a new individual automation or use one of the example templates.
Using fields and custom fields in messages
You can use fields and custom fields for your automated messages. The field you select from the dropdown will automatically add the value that belongs to it when an email is sent out to a guest. For example, if you write "Hello "name_guest" it will then take the name of the guest from the reservation details and replace this text with "Hello John Do".
You can find more information about custom fields in this article.
Note: If (custom) field is empty, it will be replaced by a blank in the message. Always make sure you have entered the information for the fields you are using.
Trigger & filters
The event trigger allows you to select:
- Reservation (message is sent when a new reservation comes in)
- Arrival (message sent to the guest based on arrival day/time)
- Departure (message sent to the guest during or after check-out)
- Inquiry
- Pending reservation
- Cancellation
Send time
The time for sending out messages can be set depending on the event. In this way, you can send messages hours or days before or after the event took place. Keep in mind that some channels generate temporary guest email addresses that might be deleted before your automation message has been sent out. You might be willing to get the personal email address from your guest as soon as possible to make sure you can reach out to them after check-out.
Example: If you've set an automated message based on 1 hour before or 1 hour after a check-in event, this is based on the check-in time listed in the reservation details. If the time was not provided by the channel, it takes the standard check-in time from the listing details.
Channel
Sending out automation may vary per channel. When you set it up, you can add a message for all your connected channels or add them based on the channel's name.
Listings
Automated messages to your guests can be sent to the guest who books any of your listings, multiple listings selection or you can create dedicated automated messages per listing.
Native Messaging (Airbnb and Booking.com)
if Yes > We will send the message to the channel and the channel will send to the guest. In the way, guests can log into the channel (or mobile app) and see the messages. We highly advise using Native Messaging.
If no > We will send the message directly to the guest mailbox.
Apply listing Timezone
Do you want to use the listing timezone? If not, please note that the default timezone is GMT.
Always Trigger Function
We have an "Always Trigger" that can send the messages at an impossible time. This is mainly used to ensure that last-minute reservations will receive the messages even if there are other triggers that are usually sent before the check-in time. Always trigger function is used only with Arrival/Check-in event trigger.
Examples:
An automated message meant to be sent 1 day before checking-in (03:00 PM) but the guest has just reserved on the current day will still be sent to the guest.
An automated message meant to be sent 1 day after checking-in (3:00 PM) but will be checking out the next day (11:00 AM) will still be sent to the guest even if the guest has already left the property.
However, when not ticked off (meaning it's not marked), will not send the automation if it's an impossible time.
Example: An automated message meant to be sent 1 day after checking-in (3:00 PM) but will be checking out the next day (11:00 AM) will not be sent to the guest as the guest will already have left the property.
What you need to know
- Automations can only be sent out to reservations that include an email address of the guest. Some channels may not share the email addresses based on your settings. Verify if your channel is sharing the email addresses, ask them to do this or add the email address manually after receiving it in the Hostaway channel manager.
- After an automation is created you'll only be able to edit the automation name, subject and message. No other changes are possible (such as adding/removing listings or changing the channels)