Learn how to use the message customization toolbar in automations to format text, insert links, and create clearer automated guest messages.
As you know, you can create messages for your automations either manually by writing whatever you want or by selecting one of the templates available on the right. However, you will also have noticed that the style customization bar appears and disappears for no apparent reason. There is, in fact, a reason for this, and it’s also explained in a tooltip.
If you place your cursor over the information “i”, you will see the following message:
The reason is as follows:
The message customization toolbar, also known as the HTML editor, is only available for direct channels like email, Booking Engine, Google, WordPress, Vrbo iCal, and Custom iCals. When you add API-based channels (like Airbnb, Booking.com, Vrbo, or WhatsApp) to your automation, the system switches to a plain text editor, and the formatting toolbar disappears. So be very aware of the channels you select.
This is because API channels do not support HTML formatting and can only handle plain text messages. The system automatically clears the toolbar and content when switching from the HTML to the text editor to prevent sending unsupported HTML content through the API.
If the message customization toolbar is not showing, it is likely due to one of the following reasons:
- Channel Limitations: The HTML toolbar for message customization is only available for certain channels, such as Booking Engine, Google, and Hostaway Direct. It is not available for partner channels.
Incorrect Custom Field Syntax: If you are using custom fields, ensure that the variable you are using in the message template matches the one set up in the custom fields. For example, a missing underscore
_can cause the custom field not to render correctly.- Platform Specific Issues: The issue might be specific to the platform you are using (iOS, Android, web, or desktop). Try accessing the inbox from a different platform to see if the toolbar appears.
- User Permissions: If a user cannot see messages in the "All Conversation" section, it could be due to user permissions. Ensure that the user has been granted access to the relevant listings and that the 'View' checkbox is selected in their permissions settings.
- Browser or Sync Issues: Sometimes, a simple refresh, logging out and back in, or trying a different browser or device can resolve the issue.
To troubleshoot this issue, please follow these steps:
- Verify Channel Selection: Confirm that you are trying to customize a message for a supported channel (e.g., Hostaway Direct, Booking Engine). If any API-based channels are selected, the HTML toolbar will not be visible.
- Isolate Direct Channels: To use the HTML editor, create a separate automation exclusively for direct channels.
- Check Custom Field Variables: Double-check the syntax of any custom fields used in your message templates to ensure they are correct.
- Test on Different Platforms: If possible, try accessing the message editor from a different platform (e.g., if you are on the mobile app, try the web version) to rule out a platform-specific bug.
- Review User Permissions: If the issue is affecting a specific user, review their permissions to ensure they have the necessary access to listings and the inbox.
- Clear Cache and Cookies: Try clearing your browser's cache and cookies, or use an incognito window to rule out any browser-related issues.
- Pasting Content without Formatting: If you are copying text from another source, it might contain hidden HTML formatting. Paste the text without formatting using Ctrl+Shift+V (on Windows) or Cmd+Shift+V (on Mac).
If you have tried all of the above and the message customization toolbar is still not showing, please contact our support team for further assistance. If the problem persists, please ask the customer for the Account ID and the Automation ID so we can investigate further. You can also request a screen recording of the issue to help our engineering team diagnose it.