> For the complete documentation index, see [llms.txt](https://support.holidayhero.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.holidayhero.com/the-basics/experiences/message-templates.md).

# Message Templates

***

### What are Experience Message Templates? 

When an inquiry is made — either through an experience inquiry form or a paid upsell — the guest receives a confirmation. Once the inquiry is accepted or denied, the guest receives an automated message. However, there are cases where additional communication is required. That's where experience message templates come in.

Experience message templates are regular [message templates](https://support.holidayhero.com/the-basics/communication/message-templates) that are scoped to a single experience. They are only processed when an inquiry for that experience has been made.

{% hint style="info" %}
**Note:** Message templates were previously called *touchpoints*. The behaviour is the same — the feature was renamed to align with the workspace-wide message template system.
{% endhint %}

An experience message template can be triggered on the following events:

<table><thead><tr><th width="236"></th><th></th></tr></thead><tbody><tr><td><code>inquiry confirmed</code></td><td>At the same moment or a few days after the inquiry has been confirmed.</td></tr><tr><td><code>inquiry denied</code></td><td>At the same moment or a few days after the inquiry has been denied</td></tr><tr><td><code>inquiry scheduled at</code></td><td>A hours / days before or after the inquiry has been scheduled. </td></tr></tbody></table>

For the rest, these work as normal touchpoints, but are only triggered if the inquiry has been processed. See [Touchpoints](broken://pages/DDNNWEB7uFPeUSm7uN4e) for more information.&#x20;

#### Managing Message Templates <a href="#managing-message-templates" id="managing-message-templates"></a>

1. Open the experience
2. Go to the **Message Templates** tab
3. Click **Add Message Template** to create a new one
4. Configure the channel, trigger (timepoint) and content

The Message Templates tab lists every template linked to the experience, showing its **Channel**, whether it is **Active**, the **Listings** it applies to, its **Timepoint** (trigger) and the **Created** date.

{% hint style="info" %}
**Tip:** A message template is only processed automatically when the experience has products attached, or has a request form as its call to action. If neither is the case, the templates will not be sent.
{% endhint %}

{% hint style="info" %}
Locked **partner experiences** are managed by the partner, so the Message Templates tab is hidden for them.
{% endhint %}

### Example Use Cases

1. **Private Wine Tasting - Share Venue Details**
   1. **Trigger:** `Inquiry Confirmed`
   2. **Message:** Your private wine tasting is confirmed! 🍷 Your host will welcome you at \[Venue Name], located at \[Address]. To access the private cellar, use the lock code: 4729. Please arrive 10 minutes early for the best experience. Cheers!"
2. **Sunset Yacht Cruise - Apology & Alternative Offer for Denied Requests**
   1. **Trigger:** `Inquiry Denied`
   2. **Message:** "We regret to inform you that the Sunset Yacht Cruise is fully booked on your requested date. We’d love to offer you an alternative experience: a **private beach picnic at sunset** with champagne. Let us know if you’d like to proceed with this alternative! 🌅🍾"
3. **Spa Treatment – Request a Review After Completion**
   1. **Trigger:** `Inquiry Scheduled At` (Sent 2 hours after the session)
   2. **Message:** *"We hope you enjoyed your relaxing spa session! 💆‍♀️✨ We’d love to hear about your experience. If you have a moment, please leave us a review at \[Review Link]. Your feedback helps us improve and continue offering the best services. Thank you!"*
4. **Birthday Room Decoration – Reminder & Special Surprise Instructions**
   1. **Trigger:** `Inquiry Confirmed`
   2. **Message:** *"Your birthday surprise setup is confirmed! 🎉 Our team will decorate the room before your arrival. If you’d like to leave a personal note for the guest of honor, please send it to us at \[Email/WhatsApp]. We’ll make sure it’s placed with the surprise!"*
5. **Airport Transfer – Driver & Pickup Instructions**
   1. **Trigger:** Inquiry Scheduled At (Sent 1 hour before scheduled pickup)
   2. **Message:** "Your airport transfer is scheduled for **\[Time]**. Your driver, **John**, will meet you at **Terminal 3, Exit B** with a sign displaying your name. If you have any trouble finding him, call +123456789. Safe travels! ✈️"


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