Understand why there are two message areas, what each one is for, and why post-booking messages do not show up in the Pipeline list.

They are two different areas

It is common to look for a message in the wrong place. The rule is simple:

Pipeline templates live under Settings → Pipeline Templates and are the messages you send manually during enquiries and negotiation.

Post-booking lives under Automations → Post-booking and is the message that goes out automatically as soon as a booking is created.

And the "Post-booking Automation" item under Settings?

It still appears in the Settings menu, but it edits nothing: it is only a shortcut. Opening it, you find a notice saying the configuration lives in the Automations panel, and a link to Automations → Post-booking.

The item stays there deliberately, for anyone who saved the old path. No configuration was lost — the text and the sending options are exactly the same, editable on the other side.

In other words: there are two screens where you write a message, and a third that only points at one of them.

Pipeline templates

These are ready-made messages that speed up the conversation with someone still deciding: answering a question, sending a proposal, following up on a contact.

To create one, go to Settings → Pipeline Templates and click New Pipeline template. You set the name, the category (CRM or General), the channel and the text.

Later, in the Pipeline, you pick the template when sending. Nothing goes out on its own: you are the one who sends it.

Variables that work in the Pipeline

On a manual Pipeline send, these are the variables that are actually filled in:

{{guestName}} and {{guestFirstName}}

{{checkInDate}} and {{checkOutDate}}

Other variables you may know from elsewhere — such as the direct-payment ones — come out blank here, because they depend on a booking that already exists and on property data the Pipeline does not have. That is why they are not offered on that screen.

Post-booking

These are the automatic messages, configured once for your whole business under Automations → Post-booking. There, each payment situation has its own message, with its own channels and status.

See the step by step in how to send an automatic message right after a booking.

Why post-booking messages do not appear in the Pipeline list

Because they are managed on the Automations screen. Showing them in both places would open two doors onto the same setting — the shortest path to one of them going stale without anyone noticing.

Nothing was deleted. If you had post-booking messages, they still exist under Automations → Post-booking. The Pipeline Templates screen itself carries a notice with the shortcut.

For the same reason, you cannot create a post-booking message from the Pipeline screen: it would be born without any situation attached and would vanish from the list on the next load.

If the same message is used in more than one place

The same text can be attached to more than one situation, or also used in the Pipeline. When that happens, opening it for editing shows a notice listing where else that message is used — because the change applies to all of them.

If you want to change the text in only one place, create a new message for that situation instead of editing the shared one.

Common mistakes

Creating a Pipeline template expecting it to be sent automatically after a booking.

Using payment variables in a Pipeline template and getting blank lines.

Editing a shared message without reading the notice about where else it is used.

Frequently asked questions

Where are my old post-booking templates?

Under Automations → Post-booking. They no longer appear in the Pipeline list, but they still exist.

Can I deactivate a Pipeline template?

Yes. In the list, a deactivated template is greyed out and is no longer offered on manual sends. That does not affect post-booking messages.

Pipeline templates and post-booking messages: which is which