Once you've created a Check-in or Check-out instruction, you'll land in the editor page: here's a walkthrough on how it works.
Check-in or Check-out instruction editor page
Instruction details at the top
At the top of your editor page, you'll find:
Internal name: the name your team will see in the content management page to navigate and organize your Check-in or Check-out instructions.
Applies To: edit which listings this instruction applies to.
Live / Not Live: controls if this instruction is available to guests. By default, any step you create will be set as Not Live.
Language toggle: makes this instruction available in different languages based on each guest's preference. Turn on Auto Translate before selecting a language to have Enso translate the content automatically.
Below the header, you'll find four sections: Image, Description, Visibility Conditions, and Device Pairing.
Image
Include an image either by clicking Upload (to upload a picture from your device) or Photo Gallery (to search our photo gallery by keywords). This is what guests see when they open this instruction.
Description
Add the content for this instruction. Use simple, actionable language guests can follow at a glance.
Use the thunderbolt button (⚡️) to insert personalized text placeholders and customize the message for each guest.
Visibility Conditions
Add conditions to control when this instruction should be displayed.
We recommend using Boarding Pass collected fields to condition an instruction's visibility. For example, you might only want a parking instruction to appear in your check-in instructions if the guest marked "Yes" for parking during Guest Verification.
To add a condition:
Click Add Condition.
Select from the dropdown of available conditions.
You can edit a condition at any time, or remove it entirely by clicking the bin icon next to it.
If a step has a video or other content that guests cannot see, the step's Visibility Conditions are usually not met for that booking. Review the conditions and use Preview Boarding Pass to check what guests will see.
Device Pairing
With Enso, you can connect smart devices to integrate with your Boarding Pass and Guest Journey. You can pair multiple devices to a listing, but only one device per check-in or checkout instruction.
To use the Device Pairing section, first follow the device connection and pairing steps here.
If no device is paired to a listing, you'll also see a Button Setup option in this section, which you can use to redirect guests to an external link for access instructions or an access portal. Simply give a Name to this button and add the URL or custom field it will redirect guests to.
Saving your work
Each block you edit will have an X or check (✓) button, letting you save or cancel that individual change on the spot. You can also save or discard everything at once by clicking Save All or Discard All at the top right of the page.
Troubleshooting check-in and check-out steps
A paired lock does not show in the step: open the listing's Check-in or Check-out instruction, select the device in Device Pairing, then save. The lock also needs to be paired to the listing itself.
No bulk publishing: each step is set to Live and saved on its own. To avoid repeating the work, create shared steps for All Listings or a Listing Group, or copy a step to other listings (each copy starts as Not Live). The same applies to guidebooks.
A checkout step "disappears" from some listings: check the step's Applies To. A step connected to one listing or group will not show on other listings. Set steps every property needs to All Listings.
Wrong property instructions in a shared step: if listings share a step, keep property-specific details out of it. Create a separate listing-level step for anything that only applies to one property.
Display order: you can set the order of check-in and checkout steps for all listings (three dots next to Check-in Steps or Check-out Steps > Reorder) or for one listing. Whichever you saved last wins for that listing.
Checkout step still shows as incomplete: the checkout step completes when the guest checks out on the Boarding Pass. If you use Hide check-out directions until specific time, guests see "It's too early to check-out" until that window opens.