Handle Guest Messages and Set Up Automations

Use Messages for live guest conversations and Automation for repeatable communication. Keep automated content accurate, then handle exceptions personally in the inbox.

What you will accomplish

By the end of this guide, you will be able to complete a guest message workflow from the correct CleanOver screen, understand the important checks before saving, and verify that the result is visible to the people who use it next.

Before you begin

• Confirm the connected channel and listing are syncing messages.
• Prepare approved wording and identify which information can be sent automatically.
• Sign in to the Admin workspace and confirm you are in the correct business context.
• Use real operational dates and the property’s local timezone when the workflow includes time.

Step 1: Open Messages

Go to Inbox > Messages and review unread and recent conversations. Select the guest thread and confirm reservation, unit, and stay dates.

Expected result: You are replying to the correct guest and stay.

Step 2: Read the full conversation

Review earlier messages before responding. Check for access, maintenance, or resolution actions already promised.

Expected result: The reply does not contradict previous communication.

Step 3: Send a clear manual response

Answer the guest’s question directly, include only verified details, and state the next action and expected timing.

Expected result: The guest knows what will happen next.

Step 4: Create an operational follow-up

When the message requires work, create or link a ticket, task, or Solution Case instead of relying on the inbox alone.

Expected result: The operational action has an owner and status.

Step 5: Open Automation

Review existing automation rules before creating a new one. Look for another rule using the same trigger and listings.

Expected result: You avoid duplicate guest messages.

Step 6: Choose trigger and timing

Select the reservation event, communication channel, timing offset, days, and applicable listings. Respect the listing timezone.

Expected result: The message is scheduled at the intended guest moment.

Step 7: Write and preview the template

Use supported variables for guest and reservation details. Preview fallback wording so a missing field never creates an awkward message.

Expected result: The final text reads naturally with real reservation data.

Step 8: Activate and monitor

Save the rule, enable it, and monitor the first scheduled sends. Pause the rule immediately if timing, audience, or content is wrong.

Expected result: Automation handles routine messages while exceptions remain visible.

How to confirm the workflow is complete

• Refresh the destination list or calendar and confirm the saved record appears only once.
• Check the unit, date, status, owner or assignee, and any linked record before leaving the page.
• Open the next downstream view mentioned in the guide and confirm it shows the same information.
• Record an internal note when the action corrects historical data or changes another person’s responsibility.

Common issues and what to do

The expected record is missing

Clear old filters, check the date and business context, then search by the most specific identifier available. If the data comes from a connected provider, check connection and mapping status before recreating it manually.

A button is disabled

Look for a required field, incomplete checklist item, missing permission, locked lifecycle status, or unresolved linked task. Complete the highlighted requirement instead of trying to bypass it.

The page shows different information after refresh

Another user or integration may have updated the record. Compare timestamps and the source system, then apply the correction in the system that owns the data.

You are unsure whether to continue

Stop before cancelling, overwriting, revoking, or issuing a financial document. Ask the workflow owner to confirm the intended outcome and add that decision to the internal record.

Best practices

• Use clear names that make sense to a new team member without extra context.
• Prefer the smallest safe scope for bulk actions, filters, permissions, and date ranges.
• Keep guest-facing communication separate from internal diagnostic notes.
• Verify a high-risk change in a second view before considering it finished.
• Update the source configuration when the same correction is needed repeatedly.