Guest Communication Part 2 : Email Setup, SMS, WhatsApp, Vrbo and Airbnb Messaging

Introduction

Managing guest communications effectively is essential for keeping everything running smoothly, and at GuestWisely, you have many options for customizing guest interactions. Whether you're sending booking confirmations, pre-arrival messages, or check-out reminders, you can customize how and where those messages are delivered, ensuring every guest touchpoint is consistent and on-brand.

Start by configuring your primary email settings. Choose between a built-in GuestWisely provided email address or your own external email. Each option provides different levels of branding and control over message delivery and reply handling. Once configured, you'll also be able to set up email forwarding and apply spam filters to keep your inbox clean and focused on relevant conversations.

For real-time, mobile-friendly messaging, GuestWisely supports both WhatsApp Business and Text Messaging. With WhatsApp integration, you can send and receive messages right from your GuestWisely dashboard, automate key interactions, and even collect important guest details. Similarly, the Text, Airbnb and Vrbo Messaging feature lets you reach guests instantly with time-sensitive updates, either manually or through automation workflows.

By bringing together email, WhatsApp, SMS, Vrbo and Airbnb in one place under a Unified Communications infrastructure, GuestWisely helps you stay responsive, organized, and in control-no matter how your guests prefer to communicate.

Guest communications rely primarily on an effective email setup, with text messaging and WhatsApp available to further support interactions. Learn more about Guest Communications here.

Configuring your Email Settings in GuestWisely

You have two options for configuring your primary communication channel with guests: using a GuestWisely email address or an external email address.

Feature comparison: GuestWisely Email vs. External Email Address

Guest Reply Handling

Forwarding Email options in GuestWisely

Forwarding settings depend on your chosen options:

• Forward messages received in GuestWisely to the relevant sub-user’s external email and additional specified emails: This option ensures messages from your GuestWisely account are forwarded to the appropriate sub-user and any other specified email addresses.
• Forward all messages to a single email address: Automatically forwards all messages from your GuestWisely account to one chosen email address, no matter the original recipient.
• Send regular activity digests to an external email: Periodically sends summaries of your account activity, including guest communications and bookings, to an external email.

How to configure email settings

To configure your email settings, navigate to Settings > Email > Email Settings.

Verifying your external email address

1. Select the External Email Address option.

2. Click Verify Email to trigger a verification email from SendGrid (sender: "no-reply@sendgrid.com," subject: "Please Verify Your Single Sender").

3. Forward the verification email from SendGrid to <support@guestwisely.io> to complete the process.

4. Once we have verified your email sender, you'll need to set up auto-forwarding from that email to GuestWisely.

Set up automatic email forwarding

1. Log in to your external email provider: Access your external email account (e.g., Gmail, Outlook, Yahoo Mail, etc.).

2. Locate forwarding settings: Navigate to your email provider's settings and locate the section for "forwarding" or "automatic forwarding." In some cases, like with Outlook, you might prefer using “redirect” instead of forward.
3. Set Up Forwarding:

• Add forwarding address: Enter your 3. email address (yourusername@5ba1-3-442a-9ad0-bookings.com) as the forwarding address.

• Verify forwarding address: Follow the instructions from your email provider to confirm the forwarding address. This may involve clicking a verification link sent to your GuestWisely email address.

• Create Additional Filtering Rules (Optional):

While not mandatory, creating a filter within your external email provider can ensure emails from GuestWisely (from the address yourusername@5ba1-3-442a-9ad0-bookings.com) aren't unnecessarily forwarded back to your GuestWisely inbox, potentially leading to duplicated emails.

Here is how to achieve this filtering (specific instructions may vary depending on your email provider):

• Create a Filter: Set up a filter that targets emails from the sender "yourusername@5ba1-3-442a-9ad0-bookings.com"

• Choose the Action: 

  • Add Exception (for Specific Sender). In Expect if, enter the address yourusername@5ba1-3-442a-9ad0-bookings.com.

  • If your email provider does not support Exception (e.g., Gmail), select an action like "Skip the Inbox" instead of forwarding it or applying a specific label to these emails. This ensures they remain in your inbox but aren't forwarded again.

Testing the automatic email forwarding

1. Send a Test Email: Compose a test email from your external address to your GuestWisely email address (yourusername@5ba1-3-442a-9ad0-bookings.com) and vice versa.

2. Verify Receipt: Check your GuestWisely inbox for the test email.

Note: 

• Whether you use a GuestWisely email or an external address, make sure your primary guest communication email is centralized across all channels (e.g., website, OTAs, and guest communication platforms).

• Avoid mixing guest-related emails with others used for non-reservation purposes (such as partner or owner communications). This ensures easier management within the Reservation Manager.

• We recommend creating a dedicated email address for guest communication. This simplifies auto-forwarding and eliminates the need for complex filtering rules, especially if the email is clearly separate from other types of communication.

Spam filters

• GuestWisely website users: Invisible protection

If you have a website built by Guestwisely, we've got you covered. We automatically install a reCAPTCHA v3 system on your Contact Us form. This works behind the scenes, with only a subtle logo appearing in the corner of the page. It analyzes user interactions to identify and block spam submissions without any hassle for legitimate users.

• Standalone website owners: Stay ahead of spam

For those using a separate website builder, we highly recommend installing your own reCAPTCHA system on any active forms. This adds an extra layer of defense against automated spam bots.

• Powerful spam filtering in your GuestWisely account

We don't stop at prevention! GuestWisely provides a robust spam filtering tool accessible through your account settings (link to email filter settings). Here you can:

• Set custom spam filters: Tailor your filtering criteria to catch specific types of unwanted emails.

• Learn by example: Mark emails as spam to train the system. Any future emails from that domain will be automatically flagged as spam.

• Focus on website inquiries: If your website contact form uses the generic "yourusername@5ba1-3-442a-9ad0-bookings.com" address, consider filtering by email subject line instead, allowing legitimate inquiries to reach your inbox.

Don't let spam take over your inbox! Take advantage of these tools to maintain a clean and organized communication system. If you have any questions or need further assistance setting up spam filters, please don't hesitate to contact us.

WhatsApp Integration 

Easily connect your WhatsApp Business account to GuestWisely to simplify and centralize guest communication. You can access it under Account Settings > SMS and WhatsApp Usage (paid bolt-on “Multi-Channel Communication”).

What is WhatsApp Business?

WhatsApp Business is a free app for Android and iPhone, designed for small to medium businesses. It includes tools for automating replies, organizing chats, and delivering quick customer support. It functions like regular WhatsApp but with added business features.

Integration with GuestWisely

WhatsApp is built directly into GuestWisely, so you can send and receive messages without switching platforms. Conversations are visible alongside guest reservations and history.

You can automate key messages such as bookings confirmations, check-in/out and pre-arrival messages, check-out reminders, review requests. You can also collect guest details like email and arrival times via WhatsApp chats.

To activate WhatsApp messaging, email support@guestwisely.io with:

• Your existing or new WhatsApp number

• Your company name

• Your business logo

Setup takes 1–14 business days and may require additional documents. GuestWisely shares your info only with WhatsApp for integration purposes.

Messaging rules

To start a chat, you must use a WhatsApp pre-approved message template. Conversations can only be initiated with templates which are submitted and approved by WhatsApp (Meta) through GuestWisely.

If a guest responds or contacts you, you have 24 hours to reply freely, without using pre-approved messages. After that, templates are again required for outbound messages.

Template management

You don’t need to manage templates manually. GuestWisely auto-submits templates tied to your workflows, including:

• Website/Channel bookings

• Pre-arrival & welcome messages

• Check-out instructions

• Thank-you & review requests

These are triggered automatically at key stages of the guest journey.

Text Messaging

The SMS integration in GuestWisely lets you communicate with your guests in a fast, simple, and centralized way- right from your property management platform. You can send, receive, and automate SMS messages without relying on third-party tools.

Enable text messaging in your account

To start using SMS, you first need to activate the Multi-Channel Communication feature, which enables both SMS and WhatsApp messaging.

Follow these steps:

1. Log in to your GuestWisely account and go to Account Administration.

2. Select Manage Bolt-ons from the settings menu.
   

3. Find the Multi-Channel Communication option, click Add, and complete the steps to update your subscription.

Once enabled, SMS functionality becomes available within your guest messaging tools.

Set up your text number

After enabling the feature, you’ll need a unique business SMS number to start messaging. This is how the system will send and receive texts on your behalf.

Here’s how to set it up:

1. Go to Account Settings > Manage Account > Account Administration and under Software Related Bolt-on Options, click on “View full list of bolt-ons” and select “Multi-Comms (WhatsApp & Text Messaging)”.

2. Next, go to the SMS and WhatsApp Usage.

3. Generate SMS Number by following the instructions on the page - “To get started, you first need to generate a phone number for your account: Click here”.
   Note: The phone number’s country code is based on the country in your master account’s profile. If necessary, you can edit the country, generate the number, and then edit the country again.

4. To see the tariffs, follow the instructions on the page -  “Use these links to see our SMS and WhatsApp tariffs: Click here”.

5. Click Generate to see a suggested number.

   • If you’re happy with the number, click Confirm to lock it in.

   • If not, you can repeat the process to generate a different one.

 The system uses your account’s country setting to assign a default region. You can temporarily change this setting to generate a number from another country if needed, and change it back afterward.

Note: If you encounter errors during generation, this may be due to telecom restrictions in your region. Reach out to support@guestwisely.io for help.

Once confirmed, your SMS number will appear on the screen and is ready for use.

Airbnb and Vrbo Messaging

Sending and receiving Vrbo and Airbnb messages

GuestWisely allows you to send and receive messages from Airbnb and Vrbo directly within each guest record - just like email. This real-time messaging view keeps all guest communication organized in one place, making it easy to manage conversations across platforms.

Automate Vrbo and Airbnb messages

Save time and enhance the guest experience by automating important messages on Airbnb and Vrbo. You can set up automated responses for key stages in the guest journey, including:

• Channel Booking Response 

• Pre-arrival message 

• Welcome message 

• Check-out Reminder 

• Thank you and review request

Here’s how to configure automated Airbnb and Vrbo messages:

1. Go to Settings > Templates & Automation > Automated Messages.
   Find templates that show the + icon - these are compatible with message delivery.

2. Open the message you want to automate and click on the tab having SMS, WhatsApp, Vrbo and Airbnb icons:

   • Note: Only plain text is supported - there are no rich text or formatting options.

3. Edit the message to fit your needs, adjust the timing or delivery settings

4. Enable the “Use Airbnb/Vrbo chat to send messages to your guest” option to send messages through Airbnb and Vrbo.

Messages will now be automatically sent via SMS, Whatsapp, Airbnb and Vrbo at the right points in the guest journey.

Guest communications rely primarily on an effective email setup, with text messaging and WhatsApp available to further support interactions. Learn more about Guest Communications here.