[4-3] Setting up Auto Messages

Knowledge Base

[4-3] Setting up Auto Messages

Overview

It’s hard to keep up with every single message you receive, especially when you own multiple properties and/or list them across several channels. Airhost’s PMS grants you easy access to guest inquiries and other communications. Send auto messages to greet your guests even before they arrive at your property. Customize pre-arrival, check-in guide to post check-out messages to your guest with our readily available templates. Set the messages with auto functions in your preferred sequence with multiple languages to choose from. Stay updated and easily keep track of everything that goes on with your listings in one single inbox.

This article covers the following topics:

Getting Started

Common Messages For All Listings

1. Select Bookings > Booking’s Auto Messages to go to the Common Messages configuration page.

Select Booking's Auto Messages.

2. Common Messages that can be configured are as follows:

Message typeSend TimeSuggested Content
Auto ResponseUpon first inquiry.
(Timing can be set.)
Auto-reply to maintain within 1 hour response time.
Booking ConfirmationCan be set for 0 to 72 hours after a booking is confirmed.Thank you for booking, etc.
Welcome MessageCan be set for 0 to 72 hours after a booking is confirmed.URL information for downloading guide to property, etc.
3 Days Before Check-InCan be set for 0 to 20 days before check-in.Check-in procedure, guide download, etc.
5 Days Before Check-InCan be set for 0 to 20 days before check-in.Reminder on check-in procedure, guide download, etc.
Before Check-InCan be set for 0 to 20 days before check-in.Reminder on check-in procedure, etc.
After Check-InCan be set for 0 to 20 days after check-in.Check that guest checked in safely, confirm house rules, etc.
1st Day After Check-InCan be set for 0 to 20 days after check-in.Follow up that guest checked in safely, confirm house rules, etc.
Before Check-OutCan be set for 0 to 20 days before check-out.Remind guest on checkout time, procedure.
After Check-OutCan be set for 0 to 20 days after check-out.Ask for review, etc.
Guest Checked In
(Only for IoT enabled account)
Upon guest check-in on IoT device.Key information, room information, etc.

3. Click Edit to open message editing window.

Click edit to edit message.

4. In your message, tags can be used. Tags are replaced by the relevant information when messages are sent. Click on the tag at where you want to insert the information in your message.

Place cursor where tag is to be inserted.
Position cursor and click the tag to be inserted.
Tag inserted.
Tag will be inserted at cursor position.
TagInformationWhere information is from
Guest NameAcquired from booking information
Host NameChannel Credentials page
Check-in DateAcquired from booking information
Check-out DateAcquired from booking information
Listing NameHouse Detail page > Summary tab
Check-in TimeHouse Detail page > Setting tab
Check-out TimeHouse Detail page > Setting tab
Check-in GuideHouse Detail page > Edit > Setting tab > Booklet
Extra Memo*House Detail menu > Auto Messages
Phone NumberChannel Credentials page
SignatureChannel Credentials page
Key InformationHouse Detail menu > Subscription Add-Ons > Checkin tab
(Only valid if Checkin Add-On is activated.)

*Extra Memo tag is used for property specific messages. See Property Specific Extra Memos.

5. We support English, Japanese, Traditional Chinese, Simplified Chinese and Korean. To add messages in selected language, click menu at the bottom of the message editor window.

Select language to add.

Note: Airhost will send the message based on guest’s language preference that is provided by the guest’s booking’s Channel. If no such preference is provided, English will be the default.

6. Switch on Enable > Click Save to save the message.

Enable message and save.

7. Go to the property’s House Detail menu > Auto Messages > Enable the messages you want to send.

Tip: You can select the property under LISTING MANAGEMENT > Property List (Pro).

Enable auto messages.

Extra Features

Property Specific Extra Memos

This function is used for setting up messages specific to a property, which will reflect under the Extra Memo tag in Common Messages.

1. Go to House Detail menu of the property either from Dashboard > Settings.

Click property's settings from dashboard.

Or Listing Management > Property List (Pro) > Nickname, or select Edit from menu dropdown.

Click on property's nickname or select edit.
Click the property’s Nickname, or select Edit.

2. Select Auto Messages > Click Edit to set up property specific messages.

Select edit.

3. Write your message in the {{extra_memo}} message editor window > Click Save when done.
Tags you can use are the same as Common Messages. The message you write here shows up in the spot where you insert {{extra_memo}} in the corresponding Common Message.

Content from the Extra Memo appears where the Extra Memo tag is inserted in the Common Message

4. Check that Common Message is set up and enable Auto Messages for the messages you want to send out.

Enable auto messages.

Room Specific Extra Memos

Note: This is only applicable to hotel type properties

This function is used for setting up auto messages specific to a room, which will reflect under the Room Manual tag in Property Specific Extra Memos.

1. From House Detail menu > Select Room Units > Click Edit icon of room unit to add Room Manual.

Click edit icon of room unit.

2. Enter the room specific details under Room Manual in the pop up window > Click Save.

Note: As this message does not have multilingual support, please fill in all required languages for the content.

Fill in room specific content.

3. Key Info URL is applicable only for Checkin and IoT Add-Ons enabled property. It will display the Extra Intro URL (Optional), if available, from the property’s Checkin Add-On Key Kind information.

Information under Checkin Add-On.

4. Indicate linked rooms by switching on and selecting the linked room > Click Save.

Select connecting room unit.

5. To insert Room Manual in auto message, go to House Detail menu > Auto Messages > Click Edit to set up property specific messages.

Select edit.

6. In the {{extra_memo}} message editor window, click Room Manual icon to insert where the content should be in the message > Click Save.

Note: The message you write here shows up in the spot where you insert {{extra_memo}} in the corresponding Common Message.

Click Room Manual icon to insert content.

7. Check that Common Message is set up and enable Auto Messages for the messages you want to send out.

Enable auto messages.

Booking Specific Messages

You can set the auto messages to be sent, and change the language of the auto messages for a Booking.

Note: This will not apply to Auto Messages sent before the set up is saved.

1. At the Booking’s Details page > Click Menu icon > Select Edit from dropdown.

Select Edit from dropdown menu.

2. At the end of the Booking Details Edit page, click to uncheck or check the the auto messages to be sent for this Booking > Click + Save.

Uncheck the auto messages you do not wish to be sent.

3. Change the language of the auto message from the Language dropdown selection > Click + Save.


Message Board

You can use this function to check auto messages sent for a Booking, and manually send an auto message if required.

1. At the Booking’s Details page > Go to Other Information tab > Click on Ticket Information link.

Click on ticket information link.

2. You will be directed to the Booking’s Message Board page. You can see auto messages sent for the Booking in the Message Board. Click on Lock button to unlock the Message Board.

Click Lock to edit Board.

3. To manually send an auto message, click on the Menu icon > Select Add Auto-Message from dropdown.

Select Add Auto-Message.

4. In the pop-up window, select the auto message you wish to send > Click Apply.

Note: You must have set up the corresponding Auto Message, otherwise no data will show.

Select the auto message you wish to send.

5. If you have multi-languages set up for the auto message, select the language of the message to be sent > Click Apply.

Select language of message to be send.

6. The selected message will appear in the message editor, edit the message if required > Click Reply.

Click reply.

7. Sent message will appear in the Message Board. Refresh the page to check if the message is successfully sent.

Refresh page to check message sent status.

You have successfully set up Auto Messages.

airhost.co © 2015. All rights reserved
エアホスト 特定商品取引法に基づく表記