Custom Message Templates include a Guest Template type option. Custom message templates are messages (whether email, SMS, or channel) you send to interact with your guests at various points in their rental journey. If you haven't yet read our Templates Overview support article, we suggest that you do that first before you proceed.
What makes Guest templates unique is that they can be selected as a template and used directly in the guest conversation view before any booking or booking-related trigger but are also available during and after (well, up to 30 days post-departure).
There are some critical points to remember when creating Guest Templates.
- Guest Type Templates won't be able to include any property or booking Field Codes to add to your Guest Templates, so you won't be able to reference a booking.
- Guest Templates cannot be used on triggers.
- Guest Custom Message Templates can only be sent manually by you.
Guest Templates allow for more universal email communications between you and your guest, but a guest custom message template can still be used from your specific bookings; it just won't be able to reference the booking.
So, under what circumstances would a Guest Template be useful to you? Think about all of the oft-asked generic questions that you receive from potential guests. How close is your property to the beach? Do you have wood for the firepit? Are there stairs at your property?
While frustrating, answering these same questions repeatedly is imperative and can enhance your potential guests' satisfaction by facilitating prompt and clear communication and reducing misunderstandings. Overall, using Guest Templates can contribute to your operational efficiency, positive guest experiences, and better reviews.
To create Guest Type Templates, navigate to Settings > Messaging > Templates > select from the Email, SMS, or Channel tab > and from the + Create dropdown list, select Guest.
You can do the same for SMS or Channel templates.
In the text editor, display potential Guest merge fields by clicking on the Insert Field Code.
The Field Code modal will open, allowing you to select your desired field code. Note that three tabs at the top of the Insert a Field modal enable users to select between Account, Contact (Guest), and Utility (Date) field codes. Users can select and insert the desired field code by clicking on the left button, as shown below.