With Whistle for Cloudbeds Messaging Services, you can manage and use additional messaging channels like Facebook, WhatsApp, SMS and others. Check in this article everything you need to know to enable messaging channels and communicate with your guests as you prefer.
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Enable a new messaging service in your account
- Access the Company
page
- Go to Messaging Services
- Search for the channel you want to enable on the dashboard
-
Switch the toggle on
to enable this channel
- Click to edit settings
- Click to add account/email/page/number
- Some channels will request verification via email - open your email account and confirm you want to connect.
- Follow the instructions to allow Whistle access to this channel communication side.
- You can check the following supported channels list for the help guide to channels with specific instructions (SMS and WhatsApp).
- For Channel (OTAs) messaging, your property must be completely mapped and connected in the Distribution settings to be enabled in Whistle.
-
For Agoda:
- It is mandatory to use the email address registered in YCS when clicking to add a custom email.
- To complete the messaging integration, contact Agoda to enable the "sending obfuscated emails" option for Cloudbeds;
The messaging service is ready to be used in your chats.
Supported Channels
-
- SMS
- Guest App Chat (by Cloudbeds)
- Line
- Booking.com
- Airbnb
- Expedia
- Agoda
- VRBO
- Facebook Messenger
- Email Messaging
For the moment, Whistle Messaging on Airbnb, Expedia, or Booking.com is not available if using a non-Cloudbeds channel manager (partner distribution).
Reputation Management
Widgets
Booking.com and Airbnb Limitations
- If you want to automate messages to Booking.com and Airbnb, you will need to create separate automated messages specifically for those channel's guests.
- Airbnb has an "Off-Platform Policy" aiming to keep the contact about reservations in their own platform. This policy forbids users from taking information in other places. This means your Airbnb messages via Whistle should not include any of the following: Website links, phone numbers and emails.
- Customers may encounter blocked or removed links when sending messages through the Booking.com messaging channel. This issue is not within our control, but it can be resolved by following these instructions.
- Currently, the Booking.com Messaging API does not support structured requests. This means that when a guest sends a message with a structured request after a reservation, it will not appear in Whistle. Structured requests include the following: Check-in/out time, Date change, Cancel for less, Parking, Bed preference, Extra crib, Extra bed ("Add an extra bed").
-
Types of messages supported:
- Airbnb - Inquiry, Special Offer, Reservation type messages.
- Booking.com - Reservation message types only.
Expedia Limitations
- Expedia has its own internal message review mechanism. Initially, you may experience message delivery delays as Expedia reviews its messaging traffic and approves the messages. The messages that undergo review are marked as pending, and the review process can take anywhere from 1 to 24 hours, as stated by Expedia.
-
If a request sent to Expedia via API fails validation, it is likely because the booking originated from an Expedia Affiliate source. The Expedia Affiliate Network does not support certain points of sale, causing the request to be rejected.
This is an upcoming limitation directly from Expedia API. Their team recommends not to try to resend the message.
Agoda Limitations
- URLs do not work with Agoda: The channel automatically changes the text to: [The shared link has been masked by Agoda for your online safety].
- Agoda does not support image/video upload through their UI on both the guest and hotel sides.
VRBO Details and Limitations:
Attachments:
- Accepted file types include PDF, JPEG, PNG, and GIF, and each attachment can be up to 5 MB;
- Supports multiple attachments per message;
- Accepts messages that contain both text and attachments;
- Redacted Information: Be aware that the following information is redacted in messages before booking:
- Competitor information
- Credit card information
- Bank routing numbers
- IBAN numbers
- Phone numbers
- Email addresses (also redacted after booking)
- Domain names
Inactivity:
Message threads become inactive three years after their creation date or one year after the reservation checkout date, whichever is later. Inactive message threads and their messages cannot be replied to.
Links:
All URLs added to a message are redacted, except for these:
- host.virtualkey.co
- o.hmwy.io
- t.hmwy.io
- homeaway.tumblr.com
- facebook.com/homeaway
- https://www.pinterest.com/homeaway/
- https://x.com/homeaway
- linkedin.com/company/homeaway
- instagram.com/homeaway
- https://www.youtube.com/homeawayvacation
Opt-in Engine
This is an automated message to the guest to allow communication via Whistle.
- If you attempt to message a guest who has not yet opted in, your original message will be placed in a pending state, and a consent message will be sent to the guest first.
- If a guest opts out or does not respond, your original message will not be sent, and any future messages from you will be automatically blocked.
- When a guest opts out by replying "Stop" through SMS, they will receive a message confirming their unsubscription.
- If you try to SMS the guest who has opted out, the message will fail with a delivery warning: "Failed. (User Opt-out)".
- If the guest wants to opt in again, they need to reply to or send an SMS saying "Start."
- Any outbound message(s) to the guest are placed in a Pending state, not limited to only the initial message. The Pending state messages are now on a 72-hour timer, meaning the guest will receive all messages that were attempted to be sent to them within the last 72 hours once/if they opt-in.
- There's a limit of 15 messages that can be in the pending state.
- If you prefer, you can disable WhatsApp's opt-in requirements. If you do so, you must include “opt-out” verbiage within your newly created templates. Click here to learn more about WhatsApp templates.
Comments
messages are not send to the recipient
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Please contact our Support Team for dedicated assistance. Please make sure to add all the corresponding details of this issue for a better investigation.
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