Create scheduled quick replies and send them to guests automatically

Want better communication with less effort? Use scheduled quick replies to save time by automatically sending messages based on triggers like a new reservation, check-in or checkout.

Adding details to personalise templates

Details are shortcuts that are personalised to your guest or listing whenever they’re used in a message. You’ll need to have the corresponding information completed in your listings, including some of the optional info areas, or else the details will display as unavailable in the message.

Scheduled quick replies

Common use cases for scheduled quick replies and details (indicated in bold) include:

Sending a thank-you message shortly after booking

• Dear guest first name, thank you for confirming your reservation
• I am excited to welcome you on check-in date on or after our check-in time, which is check-in time
• As a reminder, here are our house rules: house rules

Sending a check-in reminder a couple of days before the trip starts

• The listing is at address and here are the directions: directions
• The wifi network is called wifi name and the password is wifi password
• Let me know if you need any advice about city

Sending a checkout reminder the morning before the trip ends

• Quick reminder that checkout is tomorrow (checkout date) any time before checkout time
• As a reminder, your confirmation code is confirmation code

Use quick replies to save time

You can set up quick replies, which are essentially message templates, in your Messages to streamline your communication about common topics.

Quick replies are short messages that address specific topics. You can create them in advance to send when you’re chatting with a guest. You can personalise these messages by inserting details. These placeholders pull information from both your listing and your guest’s reservation, like your house rules and the guest’s name and check-in date.

How scheduled quick replies are applied  

When you create and schedule a quick reply for a listing, it will be applied to current and upcoming reservations. Scheduled quick replies are sent in the listing’s time zone. Also, setting the language of the template affects how your details are translated.

Quick replies aren’t scheduled to be sent by default, but you can schedule them to be sent before or after specific events. You can always choose to skip, customise or send messages early, and you’ll be able to review a full timeline of every message sent for each reservation.

If you want to send these templates manually instead of automatically, learn more about quick replies.

Create a scheduled quick reply 

Last-minute booking messages

For last-minute bookings or short stays, some messages will be skipped by default. If you prefer to always send these messages and never skip them, you can switch the Send for last-minute bookings and short stays toggle on before you save the template. You’ll receive a notification and email when your messages are skipped or sent at a non-scheduled time.

For example:

• If a message is scheduled for 2 days before check-in, but the booking is made at the last minute on the day of check-in:
  • When the toggle is off: the scheduled message will be skipped
  • When the toggle is on: the message will be sent immediately at the time of booking
• If a message is scheduled for 2 days before checkout, but the stay is only 1 night long:
  • When the toggle is off: the scheduled message will be skipped
  • When the toggle is on: the scheduled message will be sent at the check-in time you set for that listing

Overall, when the toggle is on, the messages scheduled for before check-in will never be skipped – we’ll send them at the time of booking if the normal trigger has already passed. For any other messages that would normally be skipped because of a last-minute booking or short stay, they will instead be sent at the check-in time set for the listing.

Edit a scheduled quick reply

Scheduled quick replies timeline view

You can check past and upcoming scheduled messages by reviewing the guest’s message thread and the scheduled quick replies timeline view.

You’ll get a list of all scheduled quick replies that have been sent or skipped as well as messages that will be sent in the future. If a guest has multiple reservations, each reservation’s timeline is collapsible.

Review scheduled quick replies for a specific reservation

Make changes to a scheduled quick reply before it’s sent

You can skip, send early or modify the content of an upcoming scheduled quick reply before it’s sent – without changing the template – with the scheduled quick replies timeline view.

Delete a scheduled quick reply for all listings

Deleting a template will remove all future unsent scheduled quick replies for all listings related to the template.

Hosting with a team or co-host

If you host with a team, team members with guest management permissions will share the same set of scheduled quick replies, and all messages will be sent from the team owner. Any of the team members will be able to skip and edit upcoming scheduled quick replies and create new templates that can be used by the team. Any quick replies you previously created will now be accessible in your team’s shared messages.

If you host with a co-host, your co-host can access your scheduled message history and upcoming message list from each conversation’s quick replies timeline view and will be able to skip and edit upcoming scheduled quick replies. Your co-host will also be able to create, edit and apply their own templates to your listing, but they won’t be able to view or edit your templates, since quick replies are not shared between hosts and co-hosts.

Find the Scheduled by tag on the timeline to learn about your scheduled quick reply details, including messages created by a co-host or team.