> 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/reservations/messages-templates.md). # Messages (Templates) An onverview of the message templates that are scheduled. ## Messages (Templates) ***

The Messages tab of a reservation

#### What are reservation messages? When a reservation comes in, every active [message template](/the-basics/communication/message-templates.md) connected to its listing is scheduled for it. The **Messages** tab on a reservation shows those messages on a timeline: what has already gone out, what is skipped, and what is still to come. Each row is one template on one channel. An invitation that goes out by email, SMS and WhatsApp is three separate templates, so it shows as three rows, each tracked on its own. #### The timeline Messages are listed in the order they are sent, alongside the moments of the stay: | Marker | Meaning | | ----------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Reservation created** | When the reservation was created. | | **Check-in** | The check-in date. It reads **Checked in**, in green, once the reservation is checked in. | | **Now** | The current moment. It shows how many messages are still to send and, during the stay, which night it is (for example *Night 2 of 4 · 3 still to send*). | | **Check-out** | The check-out date. | Everything above **Now** is in the past; everything below it is still to come. Messages that don't have a send moment yet are listed at the bottom. Every message row shows: * **The template name**: click it to open the [message template](/the-basics/communication/message-templates.md) configuration. * **When it is sent**: the planned date and time, or the moment it went out (**Sent at:**), or why it was skipped (see [Skip reasons](#skip-reasons)). * **The timing rule** from the template, for example *2 days before **check-in date** at 10:00*. * **The channel** it goes out on: **Email**, **SMS**, **Whatsapp**, **Guest App**, or the name of a connected application. * **The status** or, while it still has to go out, the actions (see [Actions](#actions)). * **The recipients** (see [Recipients](#recipients)). On larger screens a coloured dot in front of each row sums up the status: green for sent, yellow for partly sent or overdue, red for failed, blue outline for upcoming and grey outline for skipped. Upcoming messages are lightly highlighted. #### Actions Messages that still have to go out offer two buttons: * **Send now** sends the message straight away instead of waiting for its moment. It is queued and goes out shortly after. When a message is overdue (its moment has passed but it hasn't gone out), **Send now** is highlighted in blue. * **Skip** stops the message from being sent. The row changes to **Will skip** with the reason **Manually Skipped**. * *For example, a guest left early and you want to skip the checkout instructions.* {% hint style="warning" %} Skipping can't be undone from the Messages tab. Once a message is skipped, sent or failed, the row shows its status instead of the buttons. {% endhint %} #### Statuses Once a message is no longer waiting to go out, the row shows a status: | Status | Meaning | | ----------------- | ---------------------------------------------------------------------------------------------------------- | | **Read 2/3** | The message reached its recipients and 2 of the 3 have read it. Shown in green. | | **Delivered 3/3** | The message was delivered to 3 of the 3 recipients, but no read receipt has come back yet. Shown in green. | | **Sent 3** | The message was sent to 3 recipients; delivery hasn't been confirmed yet. Shown in blue. | | **Sent** | Shown in grey: the message was sent, but there is no delivery data for it. | | **Failed** | The channel could not be reached, declined the message, or every recipient failed. Shown in red. | | **Not sent** | The message wasn't sent because its content is invalid or incorrect. Shown in red. | | **Will skip** | The message is going to be skipped when its moment comes. | | **Skipped** | The message was skipped and not sent. | When some recipients failed, the status adds the number, for example **Delivered 2/3 · 1 failed**. A status shown in **yellow** means the message was only **partly sent**: some recipients were reached and others were not, usually because an email address or phone number was missing or incorrect. #### Skip reasons A skipped, failed or partly sent message explains why under its name: | Reason | What it means | | ------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Manually Skipped** | An operator clicked **Skip**. | | **Skipped by setting: Time passed** | The message's moment had already passed and the template is set to send only when scheduled in the future, which often happens with last-minute bookings. | | **Will be skipped due to condition rules not being met** | The reservation doesn't pass the template's [conditional rules](/the-basics/communication/conditional-rules.md). After the moment of sending it reads **Skipped due to condition rules not being met**. | | **Will be skipped, reservation is cancelled** | The reservation is cancelled. After the moment of sending it reads **Skipped as reservation was cancelled**. | | **Skipped, the template is no longer active** | The template was deactivated before the message went out. | | **Skipped as conversation was already present** | A conversation with the guest already existed on this channel. | | **Skipped, this channel only sends into an existing conversation** | The channel can only reply in an existing conversation, and there was none. | | **Partly sent, incorrect email / phone detected or missing.** | Not every recipient had a valid email address or phone number. | | **Not send, invalid or incorrect content** | The template's content could not be sent. | | **Not sent, the channel could not be reached** | The channel was unavailable at the moment of sending. | | **Not sent, the channel declined the message** | The channel refused the message. | #### Recipients The last column shows who the message goes to: * **Before sending**, it shows how many people the message would go to right now, based on the template's audience (users, invites, both, or only the booker). Hover over it to see their names. * **After sending**, click **N recipients** to open the delivery details: per recipient, their name (marked *booker* or with their *invite* code), the address the message went to, the channel, when it was sent, and its delivery status (`READ`, `DELIVERED`, `SENT`, `PENDING`, `BOUNCED`, `SPAM` or `FAILED`) with the time it was delivered or read. * **No data** means the message was sent before delivery tracking existed, so there is nothing to show. It does not mean nobody received it. * **Not sent** means the message was processed but reached nobody. * **No recipients** means there is currently nobody on the reservation to send it to, for example when the template only goes to invites and the reservation has none yet. {% hint style="info" %} Read receipts come from WhatsApp, the Guest App and email opens. SMS only reports delivery, so an SMS never shows as read. {% endhint %} *** #### Frequently Asked Questions
Are new message templates added to existing reservations? New message templates are only scheduled for current and future reservations. They are never scheduled for moments that have already passed.
Can I stop a message from being sent? Yes, as long as it hasn't gone out yet. 1. Open the reservation. 2. Go to the **Messages** tab. 3. Click **Skip** on the message. The message now shows **Will skip** and won't be sent. This can't be undone from the Messages tab.
Can I resend a message that was already sent? Not from the Messages tab. **Send now** and **Skip** are only offered while a message still has to go out; once it has been sent, the row shows its delivery status instead.
Why does a message show "No data" instead of recipients? The message was sent before delivery tracking existed, so there is no record of who it reached. It was still sent. Messages sent since then show their recipients and delivery status.
Why was a message I expected skipped? The reason is shown under the message name. The most common ones are that the reservation doesn't pass the template's [conditional rules](/the-basics/communication/conditional-rules.md), or that the booking came in after the message's moment had passed. See [Skip reasons](#skip-reasons) for the full list.
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