Guest Communication

Send messages to guests via email, SMS, and WhatsApp directly from their profile

4 min read Intermediate
Manager
Guest Communication in Boom PMS
Guest Communication in Boom PMS

Overview

Communicate with guests through multiple channels directly from Boom PMS. Whether you need to send a quick SMS, compose an email, or reach out via WhatsApp, all communication is tracked and accessible from the guest profile.

Communication Channels

Channel Best For Requirements
Email Detailed information, documents, formal communication Guest email address
SMS Quick updates, check-in codes, urgent messages Guest phone number, Twilio configured
WhatsApp International guests, rich media messages Guest phone with WhatsApp, Twilio configured
OTA Channel Airbnb/Booking.com guests (required for some) Channel connection active

Sending a Message

  1. Open Guest Profile

    Navigate to the guest from Guest Book or a reservation

  2. Click Message Button

    Find the "Message" or "Send Message" button in the header

  3. Select Channel

    Choose Email, SMS, WhatsApp, or OTA channel

  4. Compose Message

    Type your message or select a template

  5. Review and Send

    Preview the message and click Send

Quick Access
Click the email address or phone number in the guest profile to start composing a message to that contact method directly.

Using Message Templates

Save time with pre-made templates for common communications:

  1. Open Compose Window

    Start a new message to the guest

  2. Click Templates

    Open the template selector

  3. Choose Template

    Select from available templates

  4. Personalize

    Edit template variables (guest name, dates, etc.)

  5. Send

    Review and send the personalized message

Common Templates

  • Booking Confirmation - Confirm reservation details
  • Pre-Arrival - Check-in instructions and welcome
  • Check-In Code - Access codes and directions
  • Post-Stay - Thank you and review request
  • Payment Reminder - Outstanding balance notification

Viewing Message History

All guest communications are logged and accessible:

From Guest Profile

  1. Open Guest Profile
  2. Click Messages Tab
  3. View All Conversations

Message Details

Information Description
Timestamp When the message was sent/received
Channel Email, SMS, WhatsApp, or OTA
Direction Incoming or outgoing
Status Sent, delivered, read, or failed
Related Reservation Link to associated booking if any

Channel-Specific Notes

Email Communication

  • Rich text formatting supported
  • Attach documents and images
  • Use HTML templates for branded emails
  • Track open and click rates

SMS Communication

  • 160 character limit per segment
  • Longer messages split into multiple segments
  • Delivery receipts available
  • Two-way conversation supported

WhatsApp Communication

  • Send images and documents
  • Template messages required for first contact
  • 24-hour messaging window after guest reply
  • International messages at low cost

OTA Channel Communication

  • Messages routed through Airbnb/Booking.com
  • Some OTAs require communication through their platform
  • Messages synced to guest profile automatically
  • Subject to OTA messaging policies
OTA Policy Compliance
For Airbnb guests, initial communication must go through Airbnb's messaging system. Direct email/SMS should only be used after check-in or with guest consent.