Sending Messages

Send messages to guests via email, SMS, and WhatsApp with the right channel for each situation

4 min read Intermediate
Manager Admin
Sending Messages in Boom PMS
Sending Messages in Boom PMS

Overview

Reach your guests through the most effective channel for each communication. From quick SMS check-in codes to detailed email itineraries, choose the right method to ensure your message is received and read.

Composing a New Message

  1. Open Conversation or Start New

    Select existing conversation or click "New Message"

  2. Select Recipient

    Choose guest from list or search by name

  3. Choose Channel

    Select Email, SMS, WhatsApp, or OTA channel

  4. Write Your Message

    Type content or select a template

  5. Review and Send

    Preview then click Send

Choosing the Right Channel

Channel Best For Considerations
Email Detailed info, documents, formal messages May not be read immediately
SMS Urgent updates, check-in codes, reminders Character limits, costs per message
WhatsApp International guests, photos, two-way chat Guest must have WhatsApp
OTA Channel Required for OTA guests (Airbnb, Booking.com) Subject to platform rules
Default Channel
The system remembers each guest's preferred communication channel based on past interactions and shows it as the default option.

Email Messages

Features

  • Rich Formatting - Bold, italics, lists, links
  • Attachments - PDFs, images, documents
  • HTML Templates - Branded email designs
  • Multiple Recipients - CC additional contacts
  • Subject Lines - Customizable subjects

Composing Email

  1. Enter Subject Line

    Clear, descriptive subject

  2. Compose Body

    Use formatting toolbar as needed

  3. Add Attachments

    Drag and drop or click to upload

  4. Preview

    Check how email will appear

  5. Send

    Click send button

SMS Messages

Character Limits

Message Type Character Limit
Single SMS 160 characters (GSM-7 encoding)
With Unicode 70 characters (emojis, special chars)
Long Messages Split into multiple segments

Best Practices for SMS

  • Keep messages short and direct
  • Include only essential information
  • Avoid emojis to maximize character count
  • Use URL shorteners for links
  • Send time-sensitive info via SMS
SMS Costs
SMS messages incur carrier fees. Long messages or messages with emojis may be split into multiple billable segments. Monitor your SMS usage in account settings.

WhatsApp Messages

Features

  • Rich Media - Photos, videos, documents
  • Read Receipts - Know when messages are read
  • Low Cost - Economical for international
  • Two-Way Chat - Full conversation support

WhatsApp Requirements

Requirement Details
Initial Contact Must use approved template message
Response Window Free-form messaging for 24 hours after guest reply
Phone Number Valid mobile number with WhatsApp installed
Opt-In Guest consent for WhatsApp communication

OTA Channel Messages

For guests from Airbnb, Booking.com, and other OTAs:

  • Automatic Routing - Replies go through the original channel
  • Policy Compliance - Messages follow platform guidelines
  • No Contact Sharing - Don't share personal contact info
  • Character Limits - Some platforms have message limits
Channel Lock
For OTA bookings, always keep communication on the OTA platform until check-in. This protects both you and the guest under platform policies.

Scheduling Messages

Send messages at the optimal time:

  1. Compose Message

    Write your message as normal

  2. Click Schedule

    Instead of Send, click Schedule

  3. Select Date/Time

    Choose when to send

  4. Confirm

    Message queued for scheduled time

Scheduled messages can be viewed and edited before they send.