Event messages are message automations which are triggered at certain reservation events.
Events which can trigger messaging automation:
New inquiry - a new booking inquiry was received.
New pre-approval - a new pre-approval was sent by the host.
New request to book - a new request to book was received.
New reservation - a reservation has been accepted
New cancellation - a reservation has been cancelled.
Expired pre-approval - a pre-approval has expired.
Inquiry/booking denied - an inquiry, or a request to book, was denied.
New special offer a new special offer was sent.
New payment issue - an issue with the guest's payment has occurred
Event triggers
An event is triggered when we get the relevant information sent from your connected channels. If a channel was not connected when the event occurred; for example, if you connected your booking platform after the event occurred, then we will not trigger the event message.
Airbnb: if you are the co-host on an Airbnb listing, you must also connect the Airbnb listing admin listing to your Hospitable account. Without this connection, we do not reliably receive events from Airbnb. Without those event webhooks, we cannot trigger the relevant event message.
Timing
Event messages can be scheduled in three ways:
To send immediately; as soon as Hospitable receives the event
To send with a delay from when Hospitable receives the event Note: if you manually reply to the guest before an event message is scheduled to be sent, the message will be cancelled!
To prepare but never send
We will send you an email whenever we prepare a message for you to notify you. You can then review the event and any messages from the guest and decide whether or not the message is still relevant. If so, then you can hit ‘Send now’. If not, then you can alter the message’s content before sending it.
You can read more about message timing, here.
Multiple event messages
Only one event message will ever be sent per event. This means that if you have two or more ‘New reservation’ messaging rules created and scoped to the same platform, property and host, and that property gets booked, we will only send one of those!
If two or more are timed to be sent at the same time, it will be random which one gets sent.
Event message was not triggered
If the event messaging rule is set to send with a delay, and you reply to the guest in the conversation thread before the event message is scheduled to be sent, we will cancel the event message.
This is done to avoid repetition or automated messages interrupting the conversation flow; it is assumed that you have already communicated the information to the guest.
The event message will instead show as ‘Prepared’ on the conversation page’s activity log. From there, you can click into the message and hit ‘Send now.