Automated message flows: four ready-made sequences to turn on
By GuestChat Team ·
Setting up automated messages one by one takes work: figuring out what to say, when, and with which tags. Ready-made flows are complete sequences, already thought out, that you turn on in one go and then fine-tune. Here's what each one includes and what kind of property it suits.
Where they are
In Conversations, the Automatic messages button. In the Ready-made flows tab, each flow shows up as a card. When you turn one on, all its messages are created in your list, and you can open any of them to change properties, channels or text. If something fails halfway, you open the flow again and add the missing ones.
The essentials
Just the must-haves, three messages:
- Booking confirmation, a few minutes after the booking is made.
- Access and instructions, the day before, mid-morning on the day before check-in.
- Thanks and review, a few hours after check-out.
Ideal for getting started, or if your guests tend to make short stays.
Attentive host
It stays with the guest from start to finish: confirmation, a reminder a week before (asking if they need parking, a crib or a late arrival), the exact address three days before, access the day before, a welcome with the Wi-Fi, the check-out heads-up the afternoon before, and the thank-you. It's the most complete one; it suits long stays and guests who plan their trip in detail.
With a digital key or keypad
Designed for keyless entry. Besides the confirmation and the directions two days before, on the morning of arrival day it sends Your code, on arrival day with the link where the guest sees their code, and a few hours after check-in it asks Did you get in OK?. That question uncovers, in time, the access problems guests don't dare to mention. On check-out day it reminds them of the time and to lock up properly.
More reviews
It asks if everything's going well while the guest is still there, which is when a problem can still be fixed: a welcome on check-in, How is everything going? the next day, a check-out heads-up asking if anything went wrong, a review request after check-out, and a Come back any time a couple of days later.
How to adapt them
- Check the times. The flows come with sensible times, but if your guests almost always arrive at night, you may want to move the access message.
- Check the channels. Each message can go out through all booking sites or only some, and separately you decide whether it's included in manual bookings and in bookings from your website.
- Check the tags. If a message uses the Wi-Fi password or the parking space, make sure they're in the property profile. Missing info doesn't leave an odd gap, but the message ends up incomplete.
- Don't mix flows without looking. If you turn on two, you may end up with two confirmations or two review requests. Check the list after turning on the second one.
- Add your own voice. The texts are a solid starting point, but neutral. A detail of your own ("the bakery downstairs opens at seven") makes them yours.
Where to start
If you don't have any automated messages, turn on The essentials today. For a week, notice which questions keep coming in and add the message that prevents them. If you have a keypad lock, start straight away with With a digital key or keypad. And if your goal is to improve your rating, More reviews is the one that helps most, as long as you have someone to handle what guests tell you mid-stay.