Message templates

Settings → Message Templates. A template is a reply you send often, with variables that fill themselves in from the stay — so “your door code is 4417” is typed once, not four hundred times.

Templates are scoped to the workspace, so an answer your team agreed on is the answer everyone sends.

Variables

Write a placeholder in braces and it resolves when the template is used:

Hi {guest_name}, we're excited to welcome you to {property_name}.
Check-in starts at {check_in_time}. Your door code is {door_code}.

Available values come from the guest, their reservation, and the property behind it — name, property, check-in and check-out times, door code, wifi, amount due.

A variable is only as good as the property behind it. {door_code} on a property with no door code recorded produces nothing useful, which is one more reason to fill in stay information.

Previewing against a real stay

Pick a real reservation, property or guest as the context while you write, and the preview fills with live workspace values instead of placeholders. It is the difference between a template that looks right and one you have actually seen produce a sentence.

Where templates are used

• In Messages — insert one into any thread, edited before you send.
• In AI drafts — the assistant’s suggested replies draw on your templates, so the phrasing stays yours rather than reverting to a generic voice.

Nothing is ever sent automatically. A template fills the box; you press send.

The ones you start with

New workspaces get five, covering what almost everyone writes anyway:

Template	When
Welcome / arrival	Before check-in: times, door code, how to get in
Checkout reminder	The day before: time, keys, anything to leave
Late checkout offer	When the calendar allows it — see Upsells
Review request	After a good stay
Apology	When something has gone wrong and you need to buy time honestly

Edit them freely — a change applies to that saved template only, and the defaults are a starting point rather than something the product keeps in step.

Writing them per language

Templates are text, so a workspace serving guests in three languages wants three sets. Name them so the language is obvious in the list; there is no automatic translation, and a machine-translated apology is worse than a short one in English.