Campaign Automations
Set up trigger-based messages that send automatically
Overview
Campaign Automations let you set up messages that fire automatically when specific events occur — like a guest checking in, a booking being confirmed, or a birthday. Once configured, automations run without manual intervention.
How Automations Work
Each automation has a trigger (the event that starts it), a channel (Email/WhatsApp/Both), a message template, and an optional delay. When the trigger event occurs, the system waits for the configured delay (if any) and then sends the message automatically.
Automations vs Campaigns
Campaigns (in Direct Send) are one-time bulk sends that you manually trigger. Automations are ongoing — they fire every time their trigger event occurs. Use campaigns for seasonal promotions and announcements; use automations for operational messages like booking confirmations and checkout reminders.
Trigger Types
Eight trigger types cover the most common hotel guest touchpoints. Each trigger fires at a specific moment in the guest journey.
Booking Confirmed
Fires when a new booking is confirmed in the system. Use this to send instant booking confirmation details including room type, dates, and payment summary. This is typically the first touchpoint with the guest.
24h Before Arrival
Fires 24 hours before the guest's check-in date. Perfect for pre-arrival welcome messages with hotel info, Wi-Fi details, directions, and offers for airport pickup or early check-in.
Check-In
Fires when the guest checks in at the front desk. Send amenity information, pool/spa hours, restaurant details, and a warm welcome. The 5-minute default delay ensures the guest has settled into their room before receiving the message.
Checkout
Fires on the guest's checkout day. Send a morning reminder with checkout time, late checkout options, luggage storage availability, and airport transfer offers.
24h After Checkout
Fires 24 hours after the guest checks out. Ideal for feedback requests and review solicitation while the stay is still fresh in the guest's memory.
Payment Received
Fires when a payment is successfully processed. Send instant payment receipts with amount, method, and receipt number. High open rates since guests want payment confirmation.
Guest Birthday
Fires on the guest's birthday (if date of birth is on file). Send birthday greetings with a special offer like a complimentary dessert or room upgrade on their next visit.
Loyalty Tier Upgrade
Fires when a guest's loyalty tier is upgraded. Congratulate them and highlight their new perks to encourage continued loyalty and direct bookings.
Creating Automations
Set up a new automation by selecting a trigger, channel, delay, and message template.
Trigger Selection
Choose the event that will fire the automation. Each trigger type shows a description of when it fires. You can have multiple automations for the same trigger — e.g., a WhatsApp message on check-in and a separate email with detailed amenity info.
Channel & Delay
Select whether to send via Email, WhatsApp, or Both. Set a delay from 'Immediately' up to '24 hours' after the trigger fires. For example, a check-in welcome might have a 5-minute delay so the guest has time to reach their room.
Message Template
Compose the message body using variable placeholders like {guestName}, {roomNumber}, {checkInDate}, etc. These are replaced with actual guest data when the message is sent. You can also add an email subject line for email-channel automations.
Managing Automations
Monitor, pause, and adjust your automations to keep them running smoothly.
Active / Paused Toggle
Each automation has a toggle switch to quickly activate or pause it. Paused automations are preserved but won't fire when their trigger occurs. Use this when you need to temporarily stop an automation without deleting it — e.g., during a system maintenance window.
Performance Metrics
Each automation card shows key metrics: total runs (how many times it has fired), messages sent, delivery rate, and open rate. Use these to identify automations that need message improvements — low open rates may indicate the subject line or preview text needs work.
Last Run Timestamp
Shows when the automation last fired. If an active automation hasn't run in a while, it might indicate that its trigger event hasn't occurred recently, or there could be a configuration issue to investigate.