Cloudbeds Guest Experience Automated Messages - Everything You Need to Know

Filter conditions are rules that determine which reservations or situations qualify for an automated message. You can add multiple conditions when the automation should apply only to a specific subset of reservations.

Examples include:

• Send a message only for reservations assigned to a specific room number or room name.

  

• Use the channel collect payment type as a condition.

  

• Run an automation based on the reservation status.

  

• Use Ticket History to run an automation based on whether a reservation has or does not have a specific ticket type.

  Example: If a Crib Delivery ticket was created during the reservation, you can configure an automation that runs when the reservation is checked out and creates a Crib Pick-up ticket for housekeeping. Reservations without the Crib Delivery ticket are skipped.

  

The filter configuration determines which reservations qualify before the automation action runs.

Use Housekeeping Room Inspection to trigger automations based on housekeeping status changes. The Housekeeping module is required.

Use Room Is Ready to send a guest-facing automated message when the room assigned to the reservation becomes ready for check-in. This event requires Cloudbeds Guest Experience and the Housekeeping module.

The automation triggers only when all of the following conditions are met:

• The reservation's arrival date has been reached.
• A room is assigned to the reservation.
• No guest is currently checked into the assigned room.
• The assigned room is marked Vacant & Clean or Vacant & Inspected in Housekeeping.

The Room Is Ready setup includes the event requirements and timing controls used before the guest notification is sent.

Configure the Earliest Send Time

Set the earliest time at which the notification can be delivered. If the room becomes ready before that time, the message remains queued and is sent when the allowed sending window begins.

Example: If the room becomes ready at 3:00 AM and the Earliest Send Time is 10:00 AM, the guest receives the message at 10:00 AM.

Built-in safeguards

• The notification is never sent before the reservation's arrival date.
• Only one Room Is Ready notification is sent per reservation.
• A message waiting for the Earliest Send Time remains queued until the configured window opens.

Because Room Is Ready is event-based, the Enable Missed Messages option is not available.

Why didn't the Room Is Ready message send?

Check whether any of the following applies:

• The guest's arrival date has not been reached.
• No room is assigned to the reservation.
• A guest is currently checked into the assigned room.
• The room is not marked Vacant & Clean or Vacant & Inspected.
• The configured Earliest Send Time has not been reached.
• A Room Is Ready notification was already sent for the reservation.

Use Message Guest when the automation should send a message through an enabled guest messaging channel.

1. Select Automation Type: Message Guest.
2. Select an available messaging channel, such as SMS, Email, or WhatsApp.
3. Select a department, such as guest, managers, staff, or team.
4. If you are sending a survey, select a Survey Template. Otherwise, type the message from scratch.
5. Click Save.

• Messages have a maximum 640-character limit. Messages over this limit cannot be saved or sent.
• You can enable or disable the available message behavior options at any time.

Use Create a Ticket to create an operational task, checklist, or inspection automatically when the automation runs.

1. Select Task, Checklist, or Inspection.
2. Complete the form for the selected ticket type.
3. Click Save.

Tickets created through automations can also be used with the Ticket History filter condition to build follow-up workflows based on whether a reservation has or does not have a specific ticket type.

Use Notify Team Chat when the automation should post a message to a selected Team Chat channel.

1. Select Automation Type: Notify Team Chat.
2. Select the channel.
3. Type the message.
4. Click Create.

Use Send a Message to automatically send a message to a specific email address or phone number when the selected automation conditions are met. This is useful for internal operational notifications to staff members, managers, housekeeping teams, or other departments.

1. Select Automation Type: Send a Message.
2. Select the available messaging channel, either Email or SMS.
3. Enter the recipient email address or SMS phone number.
4. Type the message.
5. Click Save.

Examples include:

• Notify housekeeping staff when a room is checked out.
• Alert managers when a guest completes the check-in flow.
• Send an SMS notification when a room is marked clean.

Open the menu next to the automated message to access the available management options:

• Remove
• Edit
• Duplicate
• Enable or Disable
• See History, where you can also skip a guest from a message.

Use the Auto Archive Guest switch at the top of the page to control whether conversations created by automated messages are archived automatically.

When Auto Archive Guests is enabled, automated-message conversations remain archived until the guest responds. After a guest responds, the conversation is removed from the archived list and appears in the inbox again.

While you are in an open conversation or setting up an automated message, you can insert an Automated Messages template into the message box.

1. Select the template icon.
2. Select the Automated Messages template type.
3. Select the template you want to insert. The template variable adds a link to the message box. Add more templates if needed.

To review the activity log for a scheduled automation, open the automation card details from the Automated Messages board.