Set or change your booking confirmation message

This is the one template that comes pre-made for you. It is ready to go the moment you are set up, so you can test it straight away or simply let it run for real guests exactly as it is. Nothing needs building first. When you want to make it your own, you can amend the wording or replace it entirely at any time, as shown below.

The booking confirmation can be the first message a guest receives automatically from you on WhatsApp. It goes out automatically the moment a booking is made, welcomes the guest, confirms their stay, and lets them know they can ask your AI assistant anything. This article shows you where to find it and how to change the wording, who receives it, and when it sends.

What the booking confirmation is

It is a ready-made step in your Guest Journey, sitting in the Pre-arrival stage. It sends a WhatsApp template called Booking confirmation that greets the guest by name and confirms the key details of their stay. It is switched on by default, so every new booking gets a warm, instant welcome without you lifting a finger.

You can change two separate things:

• The wording of the message (the template itself)

• When it sends and who receives it (the Guest Journey step)

Change the wording of the message

The text lives in the template, so that is where you edit it.

1. In the left menu, open Automation, then Templates.

2. Select Booking confirmation.

3. Click New version to start an editable copy.

4. Edit the title and body text. To pull in live booking details, use the variables shown in the editor, for example the guest name, reservation number, venue name and city, and the arrival and departure dates. These fill in automatically for each guest.

5. Use Send test to send yourself a preview on WhatsApp and check how it looks.

6. When you are happy, publish the new version. It becomes the active version straight away.

Your message keeps sending as normal while you edit. Nothing changes for guests until you publish.

Change when it sends or who receives it

If you want to adjust the timing, the audience, or the stage rather than the wording, edit the step in the Guest Journey.

1. Open Automation, then Guest Journey.

2. In the Pre-arrival stage, find the Booking confirmation step.

3. Click the three dots on the step and choose Edit step.

4. From here you can change:

   • When it fires — by default it fires immediately when the booking is made. You can add a time offset if you would rather it went out a little later.

   • What it sends — click Change to swap in a different template.

   • Who it applies to — send to all guests, only guests matching certain rules, or everyone except a group. You can also exclude specific guests by name.

   • The stage — where the step sits in the guest lifecycle.

5. Click Publish Changes in the top right to make your changes live.

Preview before you publish

Use Preview journey (top right of the Guest Journey) to see the flow as a guest would experience it, and Send test on the template to receive the actual message on WhatsApp. Previewing first means no guest ever sees a half-finished change.