From the Guest Journey Editor
Navigate to Listings in the menu bar
Hover over the group you’d like to modify
Click on Manage Guest Journey
Select one of the Message buckets - Booking Confirmation, Pre-check-in, Check-in, Check-up, Check-out
Create an automated message
Create from scratch: create an automated message from scratch.
Copy existing: copy from an existing automated message.
Get started: use one of our pre-built templates to get started.
How to create an automated message
Reminder for Boarding Pass Verification
Enso Connect enables you to create a single automated reminder to prompt guests to verify their boarding passes. For instance, you can schedule a message to be sent 1 day before their scheduled arrival. Customize the message content directly in the messaging automation tool, and ensure the automation is enabled to send messages automatically when the condition is met.
Step 1: Once you’ve navigated to the right page, start creating your first automated message.
Step 2: Name your automated Message.
Step 3: Select if this message will be automated for all listings, the group of listings, or only specific listings.
❗ Remember you can also use conditions on listing tags to select only specific listings within a group based on a specific tag.
💡 Example: Saved for the listing Group; When the Guest booking is confirmed, if the listing tag contains VIP, then {xyz}
Step 4: Pick when this automated message is to be sent out.
❗ An Event can be when, after, or before something happens. Events can be When, After, or Before there is something happening with the Host, Guest, or Device.
Another example is scheduling reminders for guests that are set up to send 1 day and 3 days before check-in. These flexible configurations ensure timely guest communication and can be managed directly within the "Automated Messages" section.
Step 5: Pick a condition
This means only if this condition is met than this message ill be sent.
If you add multiple conditions, these will be AND statements. This means only if all conditions are met will this automated message be sent out.
Step 6: Pick your Then.
SMS: send an SMS
Email: send an Email from your connected email account
Airbnb: send an Airbnb message
Webhook: send a webhook message to any system
Step 7: You can continue to create automated messages also known as experiences right below your first experience.
From a specific listing
Step 1: Navigate to a specific listing in one of your groups.
Step 2: Click on Experiences
Step 3: Click on Add experience
Step 4: Select your option
Create from Scratch: start a new automated message from scratch
Copy existing: copy from an existing set up automated message
Best Practices for Automated Messages
Message Activation
Automated messages must be activated after creation to function as intended. Double-check the activation status within the automation tool to ensure reminders are live.
Customization
Tailor your automated messages to align with your guest experience goals. Use clear language and concise instructions to minimize potential confusion. Here are some common templates you can use: Guest messaging templates for approvals, verifications & upsells
Testing Automation
Before relying on automated messaging, test the system with a test reservation to verify that the configuration is correct and messages are sent on schedule.
Click the Preview Boarding Pass to test the guest journey or create a test booking from your PMS.
