Messages & Communications
Communicate with guests via SMS and WhatsApp. Send automated booking notifications, manual messages, and rich interactive content to enhance the guest experience.
Overview
The Messages & Communications system enables hotels to engage with guests through SMS (via Twilio) and WhatsApp (via Meta WhatsApp Business API). Send automated booking confirmations, reminders, and notifications, or have manual conversations with guests through a unified inbox. Rich messaging with buttons, lists, and catalogs makes booking and communication seamless.
Automated Notifications
Send booking confirmations, reminders, and updates automatically
Unified Inbox
Manage all guest conversations in one place with team assignment
Rich Messaging
Use buttons, lists, catalogs, and interactive content on WhatsApp
Scale Plan Feature
Messages & Communications requires the Scale plan or above. This includes both SMS via Twilio and WhatsApp via Meta Business API.
SMS vs WhatsApp
Choose the right channel for your guests. Both SMS and WhatsApp have unique strengths.
SMS (Twilio)
Traditional text messaging that works on every mobile phone without requiring an app. Great for transactional messages and broad reach.
WhatsApp Business
Feature-rich messaging with buttons, lists, catalogs, images, and videos. Perfect for interactive booking flows and customer service.
Use Both Channels
Many hotels use both SMS and WhatsApp. Use SMS for critical transactional messages (confirmations, reminders) and WhatsApp for richer experiences (browsing, support, marketing). Our system handles fallback automatically.
Automated Messages
Set up automated messaging to keep guests informed throughout their booking journey. Messages are sent automatically based on booking events and timings.
Booking Confirmation
Sent immediately after a booking is confirmed. Includes booking details, confirmation number, meeting point, and links to view/modify the booking.
📅 Date: Jan 15, 2026
⏰ Time: 3:00 PM
📍 Meeting Point: Hotel Lobby
Confirmation #EXP-12345
24-Hour Reminder
Sent 24 hours before the experience. Reminds guests of their upcoming booking with time, location, and what to bring.
📍 Meet at Hotel Lobby
Please arrive 15 minutes early. See you soon!
Day-Of Reminder
Sent on the morning of the experience. Final reminder with practical details like what to bring, weather updates, and last-minute information.
Don't forget to bring:
✓ Comfortable shoes
✓ Sunscreen & water
✓ Camera for memories!
Review Request
Sent 24 hours after the experience ends. Requests feedback and provides a direct link to leave a review.
We'd love to hear your feedback!
[Leave Review Button]
Customize Message Templates
All automated messages can be customized with your hotel branding, tone, and specific details. Use variables like {guest_name}, {experience_name}, and{booking_url} to personalize each message.
Manual Messaging & Conversations
Have two-way conversations with guests through a unified inbox. Manage conversations, assign to team members, and use saved replies for common questions.
Unified Inbox
All SMS and WhatsApp conversations in one place with real-time notifications.
Team Assignment
Assign conversations to specific team members for better accountability.
Saved Replies
Create templates for common questions with keyboard shortcuts.
Smart Organization
Filter by status, priority, labels, and snooze conversations for later.
Conversation Features
WhatsApp Message Templates
WhatsApp requires pre-approved templates for initiating conversations with guests. We provide pre-built hospitality templates, or you can create custom ones.
Pre-Built Templates
Install ready-to-use templates optimized for hospitality and guest communications.
- Booking Confirmation
- Booking Reminder (24h & Day-Of)
- Review Request
- Booking Cancellation
- Welcome Guest
- Special Offer
- Checkout Summary
Custom Templates
Create your own templates with custom content, variables, and buttons.
- Add headers (text, image, video, document)
- Use dynamic variables for personalization
- Include buttons (URLs, quick replies, phone)
- Add footer text for disclaimers
- Categorize as utility, marketing, or auth
- Submit to Meta for approval
- Track usage and performance
Template Approval Required
WhatsApp templates must be approved by Meta before use. This typically takes 1-2 business days. Utility templates (booking confirmations, notifications) are usually approved faster than marketing templates.
WhatsApp Catalogs
Showcase your experiences and resources in a WhatsApp catalog, allowing guests to browse and book directly from the chat. Perfect for discovery and impulse bookings.
Browse Experiences
Guests can scroll through your experiences with photos, descriptions, and pricing.
One-Tap Booking
Tap an item to get booking details and a direct link to reserve.
Auto-Sync
Catalogs automatically sync with your published experiences and resources.
Setting Up Catalogs
- 1.Create a catalog in your messaging settings
- 2.Sync experiences to automatically add all published experiences
- 3.Link to Meta to enable catalog viewing in WhatsApp
- 4.Send catalog messages using interactive lists or buttons
Increase Discovery
Send a catalog message when guests check in or inquire about activities. This helps them discover experiences they might not have known about, increasing booking rates.
Analytics & Insights
Track messaging performance with detailed analytics on delivery, engagement, and ROI.
Delivery Metrics
Track sent, delivered, read, and failed messages across SMS and WhatsApp.
Engagement Rates
See how many guests open, click, and respond to your messages.
Template Performance
Compare which message templates drive the most bookings and engagement.
Conversation Stats
Monitor response times, resolution rates, and team performance.
Key Metrics to Track
Message Delivery
- • Messages sent per day/week/month
- • Delivery success rate
- • Failed message reasons
Guest Engagement
- • Open/read rates (WhatsApp only)
- • Click-through rates on buttons/links
- • Response rates to conversations
Template Performance
- • Usage count per template
- • Approval status and quality rating
- • Conversion to bookings
Team Performance
- • Average response time
- • Conversations per team member
- • Resolution time
Compliance & Privacy
Stay compliant with messaging regulations, data privacy laws, and guest preferences.
Consent Management
- Automatic opt-in during booking flow
- Double opt-in support for marketing messages
- One-keyword opt-out (STOP, UNSUBSCRIBE)
- Granular preferences (transactional, marketing, etc.)
- Automatic blocking of opted-out guests
Data Retention
- Configurable message retention policies
- Auto-archive conversations after X days
- GDPR-compliant data deletion on request
- Export conversation transcripts (JSON, CSV)
- Audit logs for all data operations
Legal Requirements
Ensure compliance with local messaging laws (TCPA in US, GDPR in EU, etc.). Always obtain explicit consent before sending marketing messages. Transactional messages (booking confirmations) are typically exempt but should still follow best practices.
Setup & Configuration
Get started with messaging by connecting your Twilio account or Meta WhatsApp Business.
SMS Setup (Twilio)
- 1.Create Twilio Account
Sign up at twilio.com and purchase a phone number
- 2.Get API Credentials
Copy your Account SID and Auth Token from Twilio dashboard
- 3.Connect in ExperienceLocal
Go to Settings → Messaging → Connect Twilio
- 4.Test Connection
Send a test message to verify setup
WhatsApp Setup (Meta)
- 1.Create Meta Business Account
Register at business.facebook.com
- 2.Set Up WhatsApp Business API
Add WhatsApp to your Meta Business Account
- 3.Get API Credentials
Copy Phone Number ID, WABA ID, and Access Token
- 4.Connect in ExperienceLocal
Go to Settings → Messaging → Connect WhatsApp
- 5.Install Templates
Add pre-built templates and submit for approval
Platform SMS Available
Not ready to set up your own Twilio account? Use our platform SMS service to get started immediately. You can switch to your own account later for higher volume and lower costs.
Best Practices
Timing & Frequency
- Send reminders 24 hours and morning-of, not too early
- Respect time zones for multi-property operations
- Limit marketing messages to 1-2 per week max
- Don't message between 9 PM - 8 AM local time
Content Quality
- Keep messages concise and scannable (3-5 sentences)
- Use emojis sparingly for visual interest (1-3 max)
- Always include clear calls-to-action
- Personalize with guest name and booking details
Channel Selection
- Use SMS for critical booking confirmations and alerts
- Use WhatsApp for richer experiences and support
- Implement fallback: try WhatsApp first, SMS as backup
- Let guests choose their preferred channel at booking
Team Management
- Respond to guest messages within 1 hour during business hours
- Use saved replies for common questions to save time
- Assign conversations to specific team members
- Set up auto-responses for after-hours inquiries
Related Documentation
Ready to Connect with Your Guests?
Upgrade to the Scale plan to unlock SMS and WhatsApp messaging, automated notifications, and rich interactive content.
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