Automations let you create rules that trigger actions automatically. Send welcome messages, follow up after checkout, or notify staff based on conditions.
How Automations Work
Each automation has three parts:
- Trigger — What starts the automation
- Conditions — Optional filters to narrow when it runs
- Actions — What happens when triggered
Available Triggers
New Conversation
When a guest sends their first message
Check-in Date
On the day a guest is scheduled to arrive
Check-out Date
On the day a guest is scheduled to leave
Task Created
When a new task is created from a guest request
Task Completed
When a task is marked as done
Scheduled Time
At a specific time (daily, weekly, etc.)
Available Actions
Send Message
Send a message to the guest via their channel
Create Task
Create a task for staff with specified details
Notify Staff
Send a notification to specific staff or departments
Update Guest Profile
Add tags, notes, or update guest information
Webhook
Send data to an external URL (for integrations)
Common Automation Examples
Welcome message
Trigger: New conversation
Action: Send message
Message: "Hello! Welcome to [Hotel Name]. I'm Jack, your AI assistant. How can I help you today?"
Pre-arrival information
Trigger: 1 day before check-in
Action: Send message
Message: "Hi {guest_name}, we're looking forward to your arrival tomorrow! Check-in starts at 3 PM. Need anything before you arrive?"
Post-checkout follow-up
Trigger: 1 day after check-out
Action: Send message
Message: "Thank you for staying with us! We'd love to hear about your experience. Would you take a moment to leave a review?"
VIP guest notification
Trigger: New conversation
Condition: Guest has "VIP" tag
Action: Notify staff (Front Desk Manager)
Urgent issue alert
Trigger: Task created
Condition: Priority is "Urgent"
Action: Notify staff (On-duty Manager)
Message Variables
Use these placeholders in automated messages:
| Variable | Description |
|---|---|
{guest_name} | Guest's full name |
{first_name} | Guest's first name |
{room_number} | Assigned room number |
{check_in_date} | Check-in date |
{check_out_date} | Check-out date |
{hotel_name} | Your property name |
Creating Automations
- Go to Automations in the dashboard
- Click New Automation
- Name your automation
- Select a trigger
- Add conditions (optional)
- Add one or more actions
- Save and enable
Testing Automations
Before enabling an automation:
- Use the Test button to preview what would happen
- Start with a small scope (e.g., one guest tag) before rolling out broadly
- Check the automation logs for execution history
Tip: Be careful with message-sending automations. Test thoroughly to avoid spamming guests with unintended messages.
Automation Limits
- No hard limit on number of automations
- Actions are rate-limited to prevent runaway loops
- Message actions respect channel rate limits (e.g., WhatsApp rules)