Automated messaging is a critical feature of Enso Connect, ensuring timely and efficient communication with guests. However, these systems occasionally encounter issues that require troubleshooting. This guide aims to identify common problems and provide actionable solutions.
Troubleshooting Checklist
Follow these steps to resolve automated message delivery issues:
Verify Guest Contact Details: Ensure the phone number and/or email associated with the reservation are accurate and valid.
Confirm Platform Compatibility: Check that the automated message settings align with the guest’s booking platform (e.g., OTA-specific vs. direct bookings).
Check Listing Status: Verify that the relevant listing is active and not disabled.
Test Automated Messaging: Use Enso Connect’s tools to test setting configurations and simulate message sending where possible.
Here are some standard solutions for any problems you may have observed.
The following are the frequent causes of automated messaging failures you might encounter and their resolutions.
Tip: open the guest's activity log on the reservation first. Skipped messages are recorded there with the reason, such as a condition that did not match or a send time that had already passed. All of a guest's reservations are grouped in one conversation, so check you are looking at the right booking. Each scheduled message shows Will send or Won't send with the reason.
Conclusion
Automated messaging interruptions can be frustrating, but most issues are easily resolved by reviewing guest details, system settings, or platform restrictions. By following the steps outlined in this guide, you can ensure smooth and reliable communication with your guests.
Related Topics
Setting Up Automated Guest Messaging
Configuring Direct Booking Communication Options
Troubleshooting Enso Connect Listing Issues
Symptom | Causes | Solution |
No option to send an Airbnb message | The Enso Connect message thread cannot be matched with the correct Airbnb message thread since the Enso listing is not paired with the correct Airbnb listing. | Make sure the listings are properly paired. |
The email/SMS automated message did not send | No email address/phone number found in the booking | Ensure that the booking in Enso Connect contains the guest's email address/phone number. |
VRBO/Booking.com message did not send | No proxy email in Enso Connect | Sending the OTA message through VRBO and Booking.com requires proxy emails. While some PMS do not reveal this proxy email to us, others do. By checking the guest booking panel and making sure the proxy email is present in the email section, you can verify this. Know more about OTA messaging. |
An automated message did not send to the guest | Conditions are not met | All of the booking's automated messages are scheduled, but before they are sent out, we perform a condition validation. All of the conditions must be met in order for the message to be sent. The automessage will not be sent if any of the conditions are not met. Watch for conditions that contradict each other (for example "booking channel is Airbnb" together with "booking channel does not contain Airbnb"), and for custom field names that no longer match. To handle different channels, create separate automations (for example one for Airbnb and one for "booking channel is not Airbnb"). |
Message Failed to Send: Message cannot be sent with the current combination of 'To' (+96650678XXXX) and/or 'From' (+1802XXXX) parameters | Country is not supported by SMS. | There are certain countries that SMS does not support; therefore, SMS automessages can not be sent to these countries. |
No auto-messages sent to one guest | Auto-messages paused for this guest. | Turn auto-messages back on in the guest's Auto-messages list. |
Disabled listing | Automated messaging is paused for disabled listings. | Re-enable the listing in your system to resume message delivery. |
Platform-specific restrictions | Direct booking guests may lack email addresses required for messages. | Ensure guest email is included when creating direct bookings. |