Automated Messages

Set up automatic messages triggered by booking events, check-in times, and other conditions

5 min read Advanced
Manager Admin
Auto Messages in Boom PMS
Auto Messages in Boom PMS

Overview

Automated messages send at the perfect time without manual effort. Set up rules to automatically send booking confirmations, check-in instructions, review requests, and more. Save time while ensuring guests receive timely, consistent communication.

How Automation Works

Each automated message rule has three components:

Component Description
Trigger When to send (event or time-based)
Conditions Which reservations qualify
Action What message to send and how

Trigger Types

Event-Based Triggers

Trigger Fires When
Booking Created New reservation is made
Booking Confirmed Reservation status changes to Confirmed
Booking Cancelled Reservation is cancelled
Payment Received Payment is recorded
Check-In Complete Guest completes pre-check-in

Time-Based Triggers

Trigger Example
Before Check-In 3 days before, 1 day before, 4 hours before
On Check-In Day At 10am on arrival day
During Stay 2 days after check-in
Before Check-Out 1 day before departure
After Check-Out 1 day after, 3 days after checkout

Creating an Automated Message

  1. Go to Automation Settings

    Settings > Automation > Message Rules

  2. Click Create Rule

    Start a new automation

  3. Name Your Rule

    Descriptive name like "Check-In Instructions - 1 Day Before"

  4. Select Trigger

    Choose event or time-based trigger

  5. Set Conditions

    Define which reservations this applies to

  6. Choose Template

    Select message template to send

  7. Select Channel

    Email, SMS, WhatsApp, or auto-detect

  8. Activate Rule

    Enable the automation

Setting Conditions

Conditions filter which reservations receive automated messages:

Condition Options
Properties All, specific properties, or property groups
Booking Source Airbnb, Booking.com, Direct, etc.
Reservation Status Confirmed, Pending, etc.
Guest Type New guest, Repeat guest
Stay Length Minimum/maximum nights
Tags Has specific tags
Channel-Specific Rules
You might want different messages for OTA guests vs direct guests. Use booking source conditions to customize communication by channel.

Common Automation Examples

Pre-Arrival Series

  • 7 days before - Welcome email with property guide
  • 3 days before - Pre-check-in link request
  • 1 day before - Check-in instructions and access codes
  • Check-in day 10am - "We're ready for you" + late check-in contact

During Stay

  • Check-in + 4 hours - "Everything okay? Let us know!"
  • Stay day 3 - Mid-stay check for long stays (7+ nights)

Post-Stay

  • Check-out + 1 hour - Thank you message
  • Check-out + 2 days - Review request
  • Check-out + 30 days - Return discount offer

Payment Automation

  • Payment due - 3 days - Payment reminder
  • Payment received - Payment confirmation receipt

Testing Automations

  1. Use Test Mode

    Enable test mode to preview without sending

  2. Send Test Message

    Send to yourself or a test reservation

  3. Review Variables

    Ensure all placeholders fill correctly

  4. Check Timing

    Verify trigger time is appropriate

  5. Activate

    Enable rule for production use

Managing Automation Rules

Rule Status

  • Active - Running and sending messages
  • Paused - Temporarily disabled
  • Draft - Not yet activated

Viewing Activity

  • See which messages were sent by each rule
  • View success/failure counts
  • Track delivery and open rates
Avoid Duplicate Messages
Be careful not to create overlapping rules that send similar messages. Review your automation rules periodically to ensure guests receive appropriate communication without duplication.

Best Practices

  • Start simple - Begin with 3-4 essential automations
  • Don't over-communicate - Quality over quantity
  • Time it right - Consider time zones and guest schedules
  • Test thoroughly - Always test before activating
  • Monitor performance - Check delivery and response rates
  • Iterate - Improve based on guest feedback