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Vrbo: How Messaging Works

Safna
  • Updated

Learn how Vrbo messaging works in Hostaway, including messaging flow, API behavior, and what to expect when communicating with guests through the integration.

 

Vrbo Messaging API Flow

Introduction

  • The Vrbo messaging API allows guest messages to go through the API connection instead of using the proxy email address. This means that the messages sent/received via the messaging API appear on Hostaway and Vrbo’s official inbox
  • The feature is used by default by Hostaway when available
  • Vrbo messaging API is compatible with other features from the Hostaway Inbox
  • The only difference between the new service (messaging API) and the old service (proxy email) is the channel via which Hostaway communicates with Vrbo; for both email proxy and messaging API, the messages will be displayed on Vrbo’s inbox as well as Hostaway’s inbox

 

Diagram 

 

Important note

If a reservation in Hostaway has the channel "Vrbo" but was received through a Vrbo partner (such as Expedia), sending/receiving messages may fail if the channel is used for communication.

  • When messages are sent/received for a Vrbo reservation, the Vrbo Messaging API is used
  • If messages are received/sent for a Vrbo partner (such as Expedia) reservation that came through the Vrbo API, the system will autodetect this, and email forwarding will be used (this means that emails will be sent/received, and nothing will most likely go through the Vrbo dashboard)
    NOTE: You can identify if the reservation is Expedia-sourced if the "Import Method" field content in the reservation summary is expediaIntegrated.

 

FAQs

How do I know if the message was sent via Vrbo messaging or proxy email?

  • Messages sent via the messaging API will have the "V" from Vrbo on the message’s top right
  • Before sending a message, you can select the option “via channel” at the bottom left of Hostaway’s Inbox

image-20230718-115113.png

 

Why is the "via channel" option unavailable for a Vrbo reservation

Hostaway always prefers to send messages via API since they are more stable. The conditions for the service to be available are:

  • There’s a valid inquiry or reservation from Vrbo
  • Vrbo generated the message thread (IMPORTANT: this process can take a few seconds to a few minutes, so sometimes the messaging API isn’t available for several minutes after the inquiry or reservation is created. When Vrbo creates a message thread, Hostaway retrieves the details via API and enables the “via channel” option on the unified inbox
  • For incoming messages, Vrbo must send the new message notification to Hostaway via webhook (usually an instantaneous process)

If you don’t see the option of sending the message “via channel” and your reservation or inquiry isn’t brand new, please reach out to support, who can confirm what’s happening.

 

Can I send links via the Vrbo messaging API?

URLs are only allowed for confirmed reservations; links are redacted from inquiry messages from guests or hosts.

 

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