Introduction
Streamline your guest interactions with GuestWisely’s powerful, time-saving Automated Messages, Email Templates, and Short Codes. These features eliminate repetitive tasks, reduce errors, and deliver personalized, professional communication that elevates guest satisfaction. Here’s how:
Email Templates
System templates trigger polished responses for actions like quotes or bookings, maintaining brand consistency across properties.
Custom Templates offer flexibility for unique guest inquiries, enabling tailored replies without starting from scratch.
Automated Messages ensure timely booking confirmations, payment reminders, and pre-arrival details, keeping guests informed, while you focus on other things.
Short Codes are used to auto-insert static and dynamic information into your messages, such as guest names, property details, or real-time payment calculations, ensuring accurate, personalized emails with minimal effort.
Together, these tools boost efficiency, enhance guest experiences, and let you manage communications with precision and ease.
Email Templates
Clear and professional email templates enhance property management by speeding up responses to system actions (e.g., quotes, bookings, owner notifications) and providing flexible custom options for unique needs.
System Email Templates
System Templates are pre-configured emails triggered by actions like creating quotes or confirming bookings. Access them via Settings > Templates and Automation > System Email Templates.
Customizing System Templates
Follow the below steps to customize default content in system email templates:
If relevant, select the property at top-right (Templates can be general or property specific).
Review and edit template content using the text editor.
Use short codes for dynamic personalization (e.g., guest names, booking details). Start typing [for predictive suggestions or click the short code icon [X].
Remove default transaction details and replace with short codes if needed.
Attach documents (e.g., rental agreements) using the attachment option.
Save changes for a specific property, or type “YES” to confirm applying to multiple or all properties.
Use short codes for dynamic customization and save unique wording for specific properties as needed.
System Email Template Examples
General and Signature: Sets default salutation and signature for all templates, including Automated Messages. The "Almighty" option extends this to all individual emails sent from the Inquiries/ Reservation folders or not tied to reservations.
Responding with a Quote:
Tick “Use for auto-responding” option to generate a quote email with default attachments during quote creation.
Tick “Click to use as an auto-responder for requests coming from the booking engine on your website” to auto-generate quotes for website inquiries; if disabled, inquiries go to your Inquiries folder.
Includes options for alternative properties or property thumbnails.
Declining an Inquiry: Generated when declining an inquiry.
Making a Tentative Booking: Generated when creating a tentative booking with an optional property thumbnail.
Confirming a Booking: Generated when finalizing a booking via "Confirm the Transaction" button or "Book It" and selecting "Save and Notify".
Amending a Quote or Booking: Generated when adjustments are made in the Booking Editor and “Save” or "Save and Notify" is selected.
Cancelling a Quote or Booking: Generated when cancelling a reservation.
Owner Statement Notification: Generated with preset attachments when clicking the Email icon in the Owner Statement. Can be automated monthly. Details here.
Owner Contract: Generated with the contract attached when selecting a contract under the Owner Contracts section then clicking the Email icon.
Custom Email Templates
Custom Email Templates provide flexibility for responses not covered by System Email Templates. Create as many as needed via Settings > Templates and Automation > Custom Email Templates.
Setting Up a Custom Template
Click Create a Template.
Enter a Template Name for identification.
(Optional) Add instructions for your team.
(Optional) Add an Email Subject.
Draft the email body using the text editor.
Insert short codes for dynamic content.
Enable spell checker for error-free communication.
Organizing Templates by Category
Keep templates organized by assigning them to categories
Go to Manage Template Groups > Add Category > Name it.
Click the Edit icon to add templates, reorder via drag-and-drop, then click Save.
Using Custom Templates
Click the Message Template icon from the Message Composer while replying to a guest, then choose a suitable Custom Template from the list.
Automated Messages
Automating guest communication saves time and ensures critical information reaches guests promptly and consistently. Automated messages can be customized to send booking confirmations, payment reminders, pre-arrival instructions, and more, maintaining clear communication throughout the guest journey.
Customizing Automated Messages
Automated messages are pre-scheduled emails triggered by booking status or timeline. Access them via Settings > Templates and Automation > Automated Messages.
Select a Property (top-right) to edit its templates.
Activate and Configure Messages: Most automated messages are disabled by default. Enable desired messages, set sending options and edit content to match your preferences.
Using Short Codes for Dynamic Content: Short codes dynamically populate emails with guest names, booking details and more.
Start typing [ to access predictive short code suggestions or use the short code button to view and copy from the list
Some templates include transaction details by default, which can be removed and replaced with short codes if needed.
Email Signatures: Controlled via the General and Signature template, so no need to add them separately in automated messages.
Adding BCC Recipients: Some templates allow adding BCC recipients (e.g., housekeeping, maintenance staff, or owners). These secondary account emails are listed on the left but are not included by default unless moved to the BCC list.
Attaching Documents: Use the attachment option at the bottom of the template editor to include documents like rental agreements.
Automated Message Dashboard
The Automated Message Dashboard allows control over:
Enabling/disabling messages.
Removing transaction details.
Configuring trigger parameters.
Adding BCC recipients.
Setting default attachments.
Settings can also be customized within individual templates.
Automated Message Templates Examples
Standard Auto-reply: Enable to send immediate replies to incoming messages.
Airbnb First Response: For Airbnb hosts, this template sends an automatic reply to a confirmed guest’s first message, improving response rates. Enabled by default for users with GuestWisely messaging access to Airbnb.
Quote Chaser: Sends up to three automated follow-ups for quotes based on settings. Stops after a response is received. Insert payment option buttons using short codes (if configured).
Property Unavailable: If a confirmed booking overlaps with a quote, the quote is canceled and this template notifies guests of unavailability. Use the [ALTERNATIVE_PROPERTY] short code to suggest alternatives.
Website Booking Response: Sends a confirmation email with a signed Rental Agreement (auto-included in the final booking step) for bookings via the booking engine/ integrated website. Supports WhatsApp/text notifications.
Channel Booking Response: Sends an email for bookings via a channel manager, with an optional Digital Signature link (details here).
Cancellation: Includes three templates that notify guests.
Expired Quote: Sent when a quote expires (based on Special Preferences).
No Longer Available: Sent when a quote is canceled due to an overlapping booking.
No Payment: Sent when a tentative booking expires due to non-payment.
Funds Received: If active, the guest is notified upon payment and the “Quote” status updates to “Confirmed”; otherwise, it defaults to “Tentative”.
Payment Due Notifications: Sends reminders based on the payment timeline.
Payment Reminder - Tenant Stays: Sends reminders for long-term stay payments per the schedule.
Pre-arrival: Sends a message “X” days before arrival. If booking is confirmed:
Before scheduled time: Sent as scheduled.
Within the scheduled window: Sent within 24h of confirmation.
On arrival day: Sent as scheduled or immediately if time has passed.
Optionally, send a reminder to yourself.
Welcome Message: Sends a welcome message “X” days before, on, or after arrival.
Check-out Reminder: Sends a reminder “X” days before, on, or after check-out.
Deposit Refund: Notifies guests when a deposit refund is recorded.
Thank You and Review Request: Send a thank you message and review request “X” days before, on, or after departure.
Housekeeper Notification/ Check-in Manager Notification: Alerts sent on booking confirmation and before check-in.
Owner Booking Notification: Notifies owners when booking dates are confirmed or changed.
Owner Canceled Notification: Notifies owners of canceled bookings.
Owner Contract Renewal: Notifies owners before contract renewal/expiry.
Blocked Dates: Notifies specified emails when dates are manually blocked.
Time Settings
Configure time settings via Templates and Automation > Time Settings.
Default Sending Time: Set the default time and time zone for messages. If no time zone is selected, the system uses the default from Your Profile.
Customizing Message Timing: Adjust timing for specific messages, which override default settings.
Short Codes
Short codes are dynamic text snippets that automatically insert specific information into emails, saving time and ensuring consistency. GuestWisely offers:
Standard Short Codes: Pre-made codes that automatically insert guest and booking data into emails and automated messages.
Customized Global Short Codes: User-created for consistent, reusable content across all properties and languages.
Property-Specific Short Codes: For unique property details, with tailored content under a shared code name.
You can effortlessly apply short codes in emails or forms within GuestWisely by following these methods:
Search and Apply: Find codes using the search function then copy/paste.
Predictive Typing: Type [ to view suggested codes.
Short codes insert info where placed (e.g., [GUEST_NAME] = guest’s name).
Standard Short Codes
Access short codes via Settings > Email Settings > Short Codes.
We provide multiple categories with pre-made short codes, including Guest Info, Property Manager, Property, Booking, Payment and Online Payments, for easy personalization of emails and automated messages. Each code dynamically inserts guest and booking-specific data, ensuring customized content every time.
Click each to view details. For the full list, click View All.
Customized Global Short Codes
Create personalized short codes for standardized content across properties, supporting languages like French, Dutch, Italian, and more. To create customized global short codes, go to Settings > Email Settings > Customized Codes.
Advantages: Standardized content that saves time and ensures consistency by reusing the same material (text, images & links) across all properties and languages.
Property-Specific Short Codes
For unique property details (e.g., Wi-Fi passwords), use Property-Specific Codes.
There are two ways to create Property-Specific Short Codes:
Option 1: From Property-Specific Codes section
Select the property.
Click Add to create a short code.
Name the short code in the Shortcode title.
Use the text editor to add Shortcode content (text, images, links, instructions).
Note: The short code [ADDITIONAL_FIELD_X] is fixed across properties, but the content is property-specific. For example: If [ADDITIONAL_FIELD_1] is for a Wi-Fi password, enter each property’s password in its own [ADDITIONAL_FIELD_1] content.
Option 2: From Property Profile section.
Open the Property Profile.
Scroll down to Additional Information.
Open the Property Short Codes tab then add the short code content.
Note: The system replicates property-specific short codes across all properties, allowing tailored content for each property.
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