Message Types
The message types represent the different circumstances or events that trigger the sending or scheduling of a message.
Each type is linked to a specific stage or action in the process of interacting with the customer or managing bookings. For example, the "Booking Confirmed" type sends a message to the customer as soon as we receive notification of a booking confirmation. Other types can be scheduled for sending a few days before arrival or in case the customer cancels the booking.
The following table illustrates the different types of messages that can be managed through our automatic template system.
| Type of Message | Description | Sent Immediately | Supported Template Categories | When Scheduled |
|---|---|---|---|---|
| Reservation Confirmed | Booking confirmation message. Sent immediately if the booking is notified as confirmed or upon your confirmation of a "pending" booking. | ā | Email, Extranet | - |
| Reservation Cancelled | Notification of a booking cancellation. | ā | Email, Extranet | - |
| Pending Reservation | Sent when a booking is notified by the booking engine (for bookings confirmed via bank transfer) or by Airbnb when a guest requests to book. These bookings are marked with an hourglass and will be grey in both the calendar and booking list. | ā | Email, Extranet | - |
| Reservation Check-in date | Notification for the day of check-in. | ā | Email, Extranet | Scheduled upon booking confirmation, immediately after unit assignment. |
| Before Guest Arrival | Sending useful information before arrival. Days offset (how many days before or after arrival) and sending time can be set. | ā | Email, Extranet | Scheduled upon booking confirmation, immediately after unit assignment. |
| After Guest Departure | Message for the day after departure. | ā | Email, Extranet | Scheduled upon booking confirmation, immediately after unit assignment. |
| After Check-in | Follow-up message post check-in. Days offset and sending time can be set. | ā | Email, Extranet | - |
| After Check-out | Follow-up message post check-out. Days offset (how many days before or after check-out) and sending time can be set. | ā | Email, Extranet | Scheduled upon booking confirmation, immediately after unit assignment. |
| Manual Send | Message sent manually. | ā | Email, WhatsApp, Extranet | - |
| Reservation Option | Sent when an OPTION type booking is created in CiaoBooking. These bookings are marked with an hourglass and will be yellow in both the calendar and booking list. | ā | - | |
| Self Check-in Request | Invitation to complete self check-in remotely. Also serves as a reminder: sent multiple times based on the self check-in settings until the guest successfully completes online check-in. | ā | Email, Extranet | - |
| Self Check-in Completed | Notification of the completion of self check-in. | ā | Email, Extranet | Sent immediately upon completion of online check-in by the guest. |
| Before arrival if Self Check-in completed | Pre check-in communications when self check-in has already been completed. Days offset (how many days before arrival) and sending time can be set. | ā | Email, Extranet | Scheduled upon completion of online check-in by the guest. |