This article will explain how to setup a new correspondence schedule. These are triggered emails that send automatically to Guests, Owners, Cleaners and/or Admin Staff when the scheduled time and filters of a schedule match with any Reservations in Homhero. We have also added new functionality to be able to communicate with your Airbnb guests using schedules.
Please follow the below steps:
General
- Schedule Summary - This will explain when the Schedule will send, the Schedule Type(s) and how many Reservations it currently matches with.
- General Settings: Active - This toggle is disable by default. Turn on to activate this Schedule.
- General Settings: Name - Add a Name for the new Schedule.
- General Settings: Description - Add a Description of the new Schedule.
- Copy Predefined Template - If you have any pre-made Templates setup, you can select one from the drop-down and this will copy the existing Template into this Schedule.
- Reset Schedule: Allow Reset Schedule - Turn on to reset this schedule if a Reservation is updated and the arrival or departure dates change by more than the value below. This will allow the Schedule to be sent multiple times to the same Reservation if the dates are modified far enough into the future.
- Reservation moves by (days) e.g. 30 days
If a Schedule has been sent for a reservation and the reservation is then modified to arrive 30 days in the future, it will allow this Schedule to be resent again. - Schedule Type(s): Enable Email - This toggle is enabled by default. Turn off if you don't want an email to trigger for this Schedule.
- Schedule Type(s): Enable SMS - This toggle is enabled by default. Turn off if you don't want an SMS to trigger for this Schedule.
- Schedule Type(s): Enable OTA (Airbnb Messaging) - This toggle is enabled by default. Turn off if you don't want a message to send to this OTA. Presently this is only supported for Airbnb.
- Send To: Send to Guest - This toggle is enabled by default. Turn off if you don't want this Schedule to send to a Guest.
- Send To: Send to Owner - This toggle is disabled by default. Turn on if you would like this Schedule to send to an Owner.
- Send To: Send to Cleaner - This toggle is disabled by default. Turn on if you would like this Schedule to send to a Cleaner.
- Send To: Send to Admin - This toggle is disabled by default. Turn on if you would like this Schedule to send to an Admin Staff.
- Send To: Send to Admin: Set - You will also need to click Set to select the Admin Staff that this Schedule will send to. If no Admin Staff are selected, this Schedule will go to any emails that are set in Settings > General Settings > Notifications > Schedule Reports.
Email Template
Note: This tab will only appear if you have the Enable Email toggle turned on.
- Email Theme - If you have any pre-made Email Themes setup, you can select one from the drop-down and this will add an existing Email Theme into this Schedule.
- Email Subject - Add a description to display at the top of the recipient's subject header of their emails.
- Enable GMail Support - When this setting is turned on, Homhero will add Gmail markup to the scheduled email. Your emails must first be whitelisted through Google for this to work correctly. Please reach out to Homhero Support to request for your company to be whitelisted. For more information on the Google Reservations Events Markup Registration, please read our article here
- Template Settings - These settings will allow you to add merge fields and use various formatting tools to help design the content of your email.
- Email Template - In the white text box enter the text of the email manually or use the 'Copy Predefined Template' feature to pre-fill this data automatically. In addition to using merge fields, you can also add images and links.
Please view our article here on how to convert a merge field into a link.
SMS Template
Note: This tab will only appear if you have the Enable SMS toggle turned on.
- SMS Template - In the 'SMS Text to send' box, enter the text of the SMS manually or use the 'Copy Predefined Template' feature to pre-fill this data automatically.
- Insert Merge Field - Click here to insert a Merge Field used to push through the relevant Homhero data that is specific to each booking e.g. The Booking ID, the first name, the email of the Guest.
- Estimated SMS Cost / SMS Characters - Check the Estimated SMS Cost and SMS Character total. One text message is a maximum of 160 Characters.
OTA Template (Airbnb messaging)
If enable OTA is turned on and the schedule matches the filters of an Airbnb reservation, Homhero will send an Airbnb message to the guest of the reservation.
Note: Airbnb must be selected in the schedule booking sources for this feature to work.
- OTA Template - In the 'OTA Text to send' box, enter the text of the OTA message manually or use the 'Copy Predefined Template' feature to pre-fill this data automatically.
- Insert Merge Field - Click here to insert a Merge Field used to push through the relevant Homhero data that is specific to each booking e.g. The Booking ID, the first name, the email of the Guest.
Schedule
This is where you set the frequency of when the automated emails, SMS are OTA messages are to be sent.
- Summary - This will explain a full Summary of the Presets required for this Schedule to send.
e.g. Every minute - Schedule: Presets - Select from the drop-down to choose from our most commonly used Presets
- Schedule: Minute - Select from the drop-down to choose a Minute Preset.
- Schedule: Hour - Select from the drop-down to choose an Hour Preset.
- Schedule: Day - Select from the drop-down to choose a Day Preset.
- Schedule: Month - Select from the drop-down to choose a Monthly Preset.
- Schedule: Weekday - Select from the drop-down to choose a Weekday Preset.
Filters
This is where you will configure the specific booking conditions that this email/SMS/OTA schedule applies to.
- Summary - This will explain the total number of reservations that match these filters now.
- 1 Trigger Per Reservation - This check box will be ticked by default. Untick this check box if you would like the triggered correspondence to be sent multiple times to the same reservation.
- Contact Type
- N/A: This will send if the contact of the reservation is a guest or owner.
- Guest: This will only send if the contact of the reservation is a guest.
- Owner: This will only send if the contact of the reservation is an owner. - Online Registration Status - Click the drop-down arrow to the Online Registration Status.
- N/A: Not applicable.
- Not Submitted: This will only send if the guests have not yet completed their Online Registration.
- Submitted (not validated): This will only send if the guest has completed their Online Registration but you have not yet approved and validated that the guests details are correct.
- Submitted and Validated : This will only send if the guest has completed their Online Registration and you have approved the guests details are correct. - Reservation Status - Click the drop-down to select the Reservation Status filters:
N/A: Not applicable
- Confirmed: This will only send to reservations in Confirmed status.
- Unconfirmed: This will only send to reservations in Unconfirmed status.
- Arrived: This will only send to reservations in Arrived status.
- Departed: This will only send to reservations in Departed status.
- Cancelled: This will only send to reservations in Cancelled status. - Account Balance - Click the drop-down to select the Account Balance filters:
- N/A: Not applicable.
- Equals 0: This will only send to reservations if the account balance equals 0.
- Greater than 0: This will only send to reservations if the account balance is greater than 0.
- Less than or Equal to 0: This will only send to reservations if the account balance is less than or equal to 0. - Back to Back - If you do not want the email correspondence to send to back to back bookings, select 'No' from the drop-down:
- N/A
- Yes
- No
Send options - Use the Send drop-downs to configure at what point the email correspondence should send: - Send 1:
- Number of Days e.g. 0 days - Send 2:
- N/A
- Before
- After
- Within - Send 3:
- N/A
- Arrival Date
- Departure Date
- Reservation Created
- Reservation Modified - Review Rating 1: If this schedule is based on a review rating you can choose from the filters below:
- N/A
- Greater Than
- Less Than
- Equal To - Review Rating 2:
- N/A
- 0 Stars
- 1 Star
- 2 Stars
- 3 Stars
- 4 Stars
- 5 Stars - Area(s) - You can set specific listings that this correspondence should send to. To do this, click the Set button, select each listing and then click the left arrow to move those listings into the selected field, then click Set again. This will always default to all listings/properties.
- Booking Sources - You can set specific booking sources that this correspondence should send to. To do this, click the Set button, select each booking source and then click the left arrow to move those sources into the selected field, then click Set again. This will always default to all booking sources.
- Listing Categories: Must have all of the following categories - You can set specific categories where you must have all of the following categories selected for this schedule to send. To do this click the Set button, select each category and then click the left arrow to move those categories into the selected field, then click Set again. This will always default to all listing categories.
- Listing Categories: Must have at least one of the following categories - You can set specific categories where you must have at least one of the following categories selected for this schedule to send. To do this click the Set button, select each category and then click the left arrow to move those categories into the selected field, then click Set again. This will always default to all listing categories.
- Exclude: Exclude Imported - If you wish to exclude imported bookings from receiving this schedule, turn this toggle on. This is only used when importing your bookings into Homhero during onboarding. Your previous bookings will be considered as 'Imported' bookings and they will not receive this schedule.
- Exclude: Reservations Created - Use this filter if you would like to exclude reservations created before or after the date selected on the right.
- Exclude: Reservations Modified - Use this filter if you would like to exclude reservations modified before or after the date selected on the right.
- Exclude: Reservations Arriving - Use this filter if you would like to exclude reservations arriving before or after the date selected on the right.
- Exclude: Reservations Departing - Use this filter if you would like to exclude reservations departed before or after the date selected on the right.
- Audit Logs - Click here to view any changes that have been made to this schedule.
- Preview - Click here to view what your schedule will look like with merge fields generated.
- Show Filter Results - This will allow you to preview all reservations this schedule matches to if the schedule was sent now.
- Save - Click Save once you have finished setting up the Schedule.
- Cancel - Click Cancel to cancel creating the Schedule.
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