What if I need to make an exception to my Guest Journey for a specific guest?
In hospitality, exceptions happen. Even if you've set up a full Guest Journey — with booking confirmations, pre check-in messages, and more — you may find that a specific guest requires different handling. That’s where the schedule button in your inbox comes in.
Where can I find scheduled messages for a guest?
At the top of a guest’s messaging section, you'll see the Auto-messages tab. A small number may indicate how many messages are scheduled. If you don’t see any, it might be because the conditions for those messages haven’t been met yet.
Can I manually manage scheduled messages?
Yes! If you see an upcoming message, you can:
Send it immediately
Edit the timing
Cancel it entirely
These actions apply only to that specific guest and won’t affect your broader workflows.
How do I schedule a one-time message?
Click the Schedule button at the bottom of a guest conversation in your inbox, write your message, choose the sending method (Booking.com, SMS, email, or WhatsApp), and select when you want it to send — whether in minutes, hours, or days.
Is there a way to cancel a scheduled message automatically if the guest replies or books?
Yes. When scheduling a message, you can toggle an option that automatically cancels it if the guest books or replies before your selected send time. This is especially helpful for handling inquiries, and it’s demonstrated in our Inquiry Converter demo bite.
Here is an updated look at how to schedule a message for a specific guest, right from the Enso Connect inbox!
