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.

Set the Scheduled Message by Chat so that it will reach your Booking.com or Airbnb guest's 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.

Q: My guests are complaining that they receive too many messages from Duve. Is there any way we can decrease or remove some communications?

A: Removing communications from being sent to guests may  result in a decreased Online Check-in conversion rate and more manual work for your team. If guests are complaining about too many messages, we recommend implementing the New! Unsubscribe feature to allow each guest profile to unsubscribe from communications from Duve. 

Q: I want to set a Scheduled Message for guests who have cancelled their reservations? Is it possible?

A: Yes! Create a blank Scheduled Message and add the trigger to be set as When reservation status is changed to 'Cancelled'. Then set the text of your message as desired and enable it!