Guest Messages lets you communicate with guests before, during, and after their stay — all in one inbox.
To help you save time and stay consistent, Guest Messages includes Quick replies, which you can use to:
- respond faster to common guest questions (like Wi-Fi details or check-in instructions)
- schedule messages to be sent automatically before or after check-in, check-out, or when a booking is confirmed.
This makes it easier to manage routine guest communication without typing the same messages repeatedly.
How to Use Quick Replies
To access Quick replies from Guest Messages:
- Open Messages
- Click the More button (the three-dot icon) in the top-left corner
- Select Quick replies
You’ll be taken to the Quick replies page, where you can create, edit, schedule, and manage your saved message templates.
Click New (top right) or Create in the middle of the page.
On the Create message template page, enter a Template name. This is for your reference only — guests won’t see it.
Write your message in English. You can add translations in other languages using the language tabs.
Add dynamic fields in your message
When writing a message template, you can personalise it using dynamic fields. Dynamic fields are placeholders that are automatically replaced with guest and booking details when the message is sent.
For example, you can add the guest’s name by inserting Guest’s first name. When the message is delivered, the guest will see their actual name instead of the placeholder.
To insert a dynamic field, click Add dynamic field under the message box and select the field you want to use. You can also type # in the message to open the list of available fields.
Some dynamic fields can also be used to insert links, such as a link to the check-in page. This is useful if you want to direct guests to complete check-in steps or access important information without manually copying and pasting the link each time.
Important: Some channels (including Booking.com) may not allow links in messages. If links are not supported for a channel, you will see a warning:
Attach files to a message template
When creating or editing a message template, you can add an attachment.
- In the Message section, click the paperclip icon (Attach).
- Choose the file you want to upload.
- Save the template.
Attachments are added per language, so if you use multiple languages, upload the attachment for each language version if needed.
Add a schedule to send a message automatically
You can schedule a message template so it is sent automatically to guests at a specific time.
On the Create message template page, find the Schedule message (optional) section.
Click Add schedule:
Under Event, choose when the message should be triggered:
- Booking confirmed
- Check-in
- Checkout
Under When to send, select the timing for the message. For example, you can send it immediately after the event or a set amount of time before or after it.
When adding a schedule to a message template, you can also choose the exact time of day the message should be sent:
Once selected, you’ll see a summary confirming when the message is scheduled (for example: 1 day before check-in at 01:00 PM). This helps you double-check that the message will be delivered at the right moment.
Select Listings to Apply the Schedule
Under Listings, choose which listings this message should apply to. You can select individual listings or choose Select all:
Click Save to save the message template and schedule.
If you don’t want to schedule the message, you can click Cancel in the schedule section.
Edit or delete a message template
On the Quick replies page, find the message template you want to manage.
- Click Edit to update the message, languages, or schedule, then click Save.
- Click the trash icon to delete the template, then confirm.
Insert a Quick reply in a guest conversation
Quick replies can be used while chatting with a guest.
Open a guest conversation.
Click Quick replies below the message box.
Click Send.
Set a language for a guest
You can choose which language is used for automated messages sent to a specific guest.
- Open the guest conversation in Messages.
- Click the globe icon 🌐 in the top-right corner.
- Select the guest’s preferred language.
- Save your changes.
This language will be used for all automated communications with that guest.
