Message Rules
Creating a rule: event, offset, time, template, recipient; examples.
Message rules (automations) define when to send an email and which template to use. This article explains how to create a rule and gives examples.
How to Create a Message Rule
- Go to Settings → Messages (or Message rules).
- Click New rule (or Create rule).
- Fill in the form:
Event
Choose the event that triggers the email. Typical options:
- Reservation confirmed – When the reservation status becomes Confirmed (or when you create and confirm it).
- Reservation cancelled – When the reservation is cancelled.
- Reservation modified – When dates, price, or other details are changed.
- Check-in – Based on the check-in date (see offset below).
- Check-out – Based on the check-out date.
- X days before check-in – A number of days before the guest arrives (e.g. 3 days before).
- X days before check-out – A number of days before departure.
- X days after check-out – A number of days after the guest leaves (e.g. for thank you or review request).
The exact list depends on the product. Pick the event that matches when you want the email sent.
Offset (for date-based events)
For events like "X days before check-in", set the offset: how many days before or after the date. For example: 3 days before check-in, 1 day before check-out, 2 days after check-out.
Time (if available)
Some apps let you set the time of day the email is sent (e.g. 10:00). If not set, the system may use a default (e.g. morning). Use this so guests receive emails at a reasonable hour.
Template
Select the template to send. Only templates you have created appear in the list. The template’s subject and body (in the guest’s language) are used for this email.
Recipient
Choose who receives the email:
- Guest – The guest’s email from the reservation. Use for confirmation, check-in, thank you, etc.
- Cleaning team – The cleaning team linked to the property (or reservation). Use for cleaning request emails. See Cleaning Teams.
- Host (you) – Yourself. Use for "New reservation notification" so you get an alert when a booking is created.
- Click Save. The rule is active. When the event happens (or at the scheduled time for date-based rules), the system sends the selected template to the chosen recipient.
Examples
- Confirmation – Event: Reservation confirmed. Template: Booking Confirmation. Recipient: Guest. Result: Guest gets a confirmation email when the reservation is confirmed.
- Check-in instructions – Event: 3 days before check-in. Template: Check-in Details. Recipient: Guest. Result: Guest gets check-in instructions 3 days before arrival.
- Cleaning request – Event: Reservation confirmed (or 1 day before check-in). Template: Cleaning Request. Recipient: Cleaning team. Result: Cleaning team gets the reservation details so they can plan.
- New reservation alert – Event: Reservation confirmed. Template: New Reservation Notification. Recipient: Host. Result: You get an email when a new reservation is created.
You can create several rules for the same event (e.g. one to the guest, one to the cleaning team). See Email Best Practices for tips.