Set up, in Automations → Post-booking, the message guests receive as soon as a booking is created — by email, WhatsApp or both.

What the post-booking message is

It is the message that goes out as soon as the booking is created, with nothing for you to do. It serves to confirm the booking, give the next instructions and, where relevant, explain how the guest pays.

It can be delivered by email, WhatsApp or both. The content is the same on both channels: it is one message, delivered in more than one place.

Where to configure it

Go to Automations and open the Post-booking tab.

The screen has two parts:

at the top, the Active / Inactive switch — the master control for the automation;

below it, five sections, one for each payment situation.

The five situations

Default message — used when the booking has no specific message, and on bookings you create yourself.

Pay later — when the guest chooses to complete the booking without paying on your booking site.

Pix via Asaas — when the guest chooses to pay online by Pix.

Card via Asaas — when the guest chooses to pay online by card.

Direct payment to the owner — when the property is configured to receive payment directly.

Each situation has at most one message. Understand each one better in what changes in each payment situation.

How to write the message

1. Find the section for the situation you want to configure.

2. Click Add.

3. Give the message a name. It is only for your own reference — the guest never sees it.

4. Choose the channels: Email, WhatsApp or both. At least one is required — with no channel the message reaches nowhere, and the screen tells you so on save.

5. Write the message. Below the field you will find the list of available variables, such as {{guestFirstName}} and {{propertyName}}.

6. Click Save.

Once saved, the section shows a card with the message, and the Add button disappears from that section — because that situation's message already exists. To change the text, use Edit on the card itself: changes are saved to the same message, without creating copies.

When the default message is reused

Pay later, Pix via Asaas and Card via Asaas fall back to the Default message while they have no message of their own. In those cases the section shows "Uses the default message" — that is not an error, it is the expected behaviour.

Direct payment to the owner is the exception. That situation never uses the default message. Without a message of its own, nothing is sent — and the guest would be left without payment instructions exactly when they need them most.

Activating, pausing and switching off

These are two different things, and the distinction is worth understanding:

The Active / Inactive switch at the top is the master control. With it off, nothing is sent in any situation. Nothing is deleted: you can write and adjust every message with the automation off, and switch it on only when you are ready.

The button on each card pauses only that message. The card shows a Paused badge, and only that situation stops sending.

Pausing a message does not make the situation fall back to the default message — it simply stops sending. And if the Default message itself is paused, the situations that rely on it also stop sending; the screen warns you of that in the section.

Previewing before activating

Each message card offers a preview. It shows the text that would go out, with the variables filled in.

Nothing is sent to the guest during a preview.

Paused messages can still be previewed: you see the stored content and, alongside it, a notice explaining why nothing would be sent in the current state — automation off, message paused, or default message paused.

What the automation does not cover

Bookings imported via iCal, coming from channels such as Airbnb, do not receive this message.

Bookings created by integrations do not receive it either.

On email, the content is included as a block inside the email the guest already receives when booking. A second email is never sent. See the email guests receive when they book.

Unused old messages

At the bottom of the screen you may see an Unused old messages area. These are post-booking messages not attached to any of the five situations, and therefore not sent.

They are there so you can delete what you no longer need. If the area does not appear, there are none in that state.

Common mistakes

Writing the message and forgetting to switch on the master control at the top.

Leaving the Direct payment to the owner situation without its own message, expecting it to use the default.

Unticking both channels at once.

Looking for these messages under Settings → Pipeline Templates. They are not there. See the difference between the two areas.

Opening Settings → Post-booking Automation expecting to edit the text there. That item is only a shortcut, and it links back here.

Frequently asked questions

Can I have more than one message in the same situation?

No. Each situation has exactly one message — which is why the Add button disappears once you create the first.

If I switch the automation off, do I lose what I wrote?

No. Switching off only stops the sending. All the content stays stored, and switching it back on changes nothing.

Can the same message be used in more than one place?

It can happen. In that case, opening it for editing shows a notice listing the other places it is used, because the change applies to all of them.

How to send an automatic message right after a booking