Scheduled Messages FAQ

Q: How can I send Scheduled Messages to the OTAs?

A: If you have added the Airbnb and Booking.com direct integrations, adding Scheduled Messages by Chat will also copy the messages to the Airbnb and Booking.com inboxes. For Booking.com, all emails sent to the Booking.com masked email will be shown in the Booking.com inbox and sent directly to the guest's email inbox. 

If a Chat message is sent as a fallback for failing WhatsApp or SMS messages, it will not reach the OTA inbox.

Best Practice: All messages which you would like to send as a Booking Confirmation to those OTAs, should be scheduled for 10 Minutes after Reservation Created to ensure delivery of the message to the OTA inbox.

Q: I want to send the same message using multiple channels to my guest, can I do that?

A: When selecting communication channels, there is a hierarchy built into the system, see Scheduled Messages - Communication Fallbacks

Q: I have set my payment for stay only for specific sources in the Online Check-in, but when I send a scheduled message my guests are asked to pay. Why?

A: Our current behavior is that if a specific standalone “payment for stay” link (dynamic parameter - {{guestAreaStayPaymentLink}}) being sent to the guest by a manual message or a schedule one, the link will be directed to the payment for stay stage, regardless of any conditions from the guest billing and payment for stay conditions you’ve set.