Message Templates

Message templates are set messages with adjustable content. Schedule them at any given moment in the guest journey.

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What are message templates?

Message templates are automated messages that are scheduled at a certain point in time. Message Templates are scheduled relative to the reservation or inquiry timings. The goal of a message template is to give the guest the right information at the right moment in time.

Message Templates and Channels

A message template is part of a channel. Meaning that the message will be send on a specific channel. Each channel can hold multiple message templates.

In the overview you can see all the templates, if they are activated, to which properties they are connected and when they will be scheduled relative to the reservation.

Invites vs. Custom Templates

An invite template is designed to invite guests to start using the guest app. Invite message templates are templates that cannot be deleted. They can be de-activated.

Scheduling Message Templates

At the settings of the message templates, you will be able to alter the following information:

• Name - Only used for internal reference, so that you remember what the message template is about.

• When - Schedule the message template at a moment in time.

  • Select the amount of days

  • Before or after (a certain timepoint)

  • A timepoint, Check-in Date , Checkout Date , Reservation Created, Reservation Cancelled or when a Reservation checked in

• Who - the audience of who should receive the message template.

  • Users - Users are guests that have logged in or accessed the guest app, meaning they have access to content within the app.

  • Invites - Invites are guests that are registered as an invitee on the reservation. They have or haven't accessed the app yet.

  • Both Users / Invites

  • Booker only - do you want to send a message to the booker only, use this option. Other guests and invites will be ignored.

• Sending Behavior

  • It can happen, especially with last-minute reservations, that a message is scheduled in the past. This setting determines what we should do in that situation.

    • Always - the message will be send anyway.

    • Only when scheduled in the future - if the message is scheduled in the past, it will be skipped.

Connected Listings

By default a message template, once created, is connected to all listings. This can be changed in the listings tab within the message template. With the toggle you will be able to activate or disable the all listings and select specific listings.

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Frequently Asked Questions

Can we limit message templates to various listings only?

Yes, with the migration from Touchpoints to Message Templates we made this possible. With this new feature you are able to target specific room upsells, or provide additional information based on the room type.

Note: by default a message template is scheduled for all listings, you can change this in the listings tab within the message template.

I see a red "No content, message template will be skipped"

This informs you that the message template is empty and has no content. If activated it will be scheduled for reservations, but at the scheduled moment of time, this will be skipped. At moment of sending we do a check if there is content or not.