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Messaging Rules Overview: Event Messages vs Scheduled Messages
Messaging Rules Overview: Event Messages vs Scheduled Messages

Use scheduled messages and event messages to automate your guest communication

Kelly avatar
Written by Kelly
Updated over a week ago

Messaging rules allow you to automate your guest communication in a systematic, personalized fashion. There are three main components:

  • Event message rules: reply to an event

  • Scheduled message rules: schedule a message in advance

  • Question rules: reply to a question from a guest

Scheduled messages and event messages are automated messages that are created and customized according to the criteria set within Messaging Rules. These rules allow you to automatically deliver timely information to your guests, including new reservation notifications, check-in instructions, preparation details, property guidebooks, smart lock codes, guest follow-ups, upsell offers, check-out guidelines, review requests, and more.

For all messaging rules, you can customize these to target guests at specific properties or from certain booking platforms, and designate hosts or co-hosts as the message sender.

Question Rules are also part of Messaging Rules. You can learn more about those here.

Scheduled Messages

Scheduled messages are based on specific timing, and are generated as soon as a booking is confirmed. You can schedule as many messages as you wish, and you can edit a guest's messages until the time they are sent. Scheduled messages can be sent:

  • After a new reservation

  • Before check-in

  • After check-in

  • Before check-out

  • After check-out

  • On a given day of the week

Event Messages

Event messages are similar to scheduled messages. The major differences are that event messages are based on a certain event rather than timing, and only one message can be sent per event. Event messages are sent when the event occurs (or can be delayed a maximum of 60 minutes). They can also be prepared, rather than sent automatically.

  • New inquiry

  • New pre-approval

  • New request to book

  • New reservation

  • New cancellation

  • Expired pre-approval

  • Inquiry/booking denied

  • New special offer

  • New payment issue

Learn how to create a scheduled or event message here.

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