As a first step, please be familiar with the basics of templates and triggers by following the instructions with Automated Messaging Setup - Creating Custom Templates and Triggers. This first step will help you get familiar with the automated messaging feature and prepare you with more complex conditions discussed here.

Table of Content:

What are complex triggers?

Complex triggers allow you to write expressions that contain multiple “and” conditions.

Let’s review the basic steps to create a trigger:

  1. Give the trigger a name

  2. Select the event that will cause the trigger to fire

  3. Add conditions that will refine what causes the trigger to fire

  4. Select the action you want to take when the trigger fires

    • Select who you want to email or text

    • Select the template that you want to send

Now, let’s look at events, conditions and actions in more detail.

Events

Select the event that causes the trigger to fire. You may select from the following options:

  • Booking request

  • Booking confirmed

  • Booking updated

  • Booking cancelled

  • Booking paid

  • Booking payment failed

  • Property created

  • Property updated

  • Job created

  • Job cancelled

  • New message in Inbox

  • Complex condition

    • The complex condition appears at the bottom of this list and creates time-based events

The following are the definitions and examples of events:

EVENT

DEFINITION

Booking request

When a guest sends you a booking request

Booking confirmed

When you have confirmed a booking for a guest

Booking updated

When you have updated a booking or when a guest has updated some information in their booking

Booking cancelled

When you or a guest has cancelled a booking

Booking paid

When a guest has paid for the booking or you have marked a booking as paid

Booking payment failed

When the guest payment method does not successfully process the payment

Property created

When someone in the agency has created a new property

Property updated

When someone in the agency has modified an existing property

Job created

When a new job is created

Job cancelled

When an existing job is cancelled

New message in Inbox

When you have a new message in your Inbox and you want to be notified about it

Complex condition

A complex condition can be any one of the above events plus time-based events, such as:

  • Before stay starts is

    • [less than or equal to], or

    • [equal to], or

    • [greater than or equal to] [number] of days

  • Before stay ends is

    • [less than or equal to], or

    • [equal to], or

    • [greater than or equal to] [number] of days

  • After stay starts is

    • [equal to] [number] of days

  • After stay ends is

    • [equal to] [number] of days

Conditions

Once you have selected your event, then you can apply one or more conditions to further refine what fires the trigger, linked together by an “and” condition. The “and” conditions means that all of the conditions must be met for the trigger to fire. The conditions include:

  • Property is: all properties are selected by default. If you want to limit your trigger to one or more but not all properties then pick from a list of your active properties.

  • Channel is: all channels are selected by default. If you want to limit your trigger to one or more but not all channels, then pick from a list of your active channels

  • Stay [is longer than or shorter than] [number] of days

  • Guest number [is greater than] or is lower than] [number]

  • Booking is paid in full

  • Booking is not paid in full

  • Agreement is signed

  • Pre-arrival form is submitted

  • Before stay starts is [ | = | ] [number] [hours or days]

  • Before stay end is [ | = | ] [number] [hours or days]

  • After stay starts is [ | = | ] [number] [hours or days]

  • After stay end is [ | = | ] [number] [hours or days]

Actions

The action tells the trigger what action to take when it is fired. The actions you can select from include:

  • Send email: when you select this option, you will also be prompted to select who to email and what email template to use.

  • Send Airbnb message: when this action is selected, then the conditions will automatically limit to “the channel is Airbnb”. You will also be prompted to select which template to use.

  • Post review: when this action is selected, then the conditions will automatically limit to “the channel is Airbnb” and “after stay ends is equal to 1 days”

  • Sent text message (only available to select subscriptions and when SMS messages are enabled on agency settings)

Examples of Complex Conditions

Below are examples that show what you can build with complex conditions.

If you need help with other use cases, or have a great use case to share, don't hesitate to let us know.

Send the guest a welcome email

  • Three days before the check in date, only if

    • the booking is paid in full

Send the guest a payment reminder email

  • 27 days before check in date, only if

    • the booking is not paid in full

Send the guest an email with the check in instructions:

  • One day before check-in, if

    • the agreement is signed, and

    • the pre-arrival form is submitted, and

    • the booking is paid in full.

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