Overview
Delivery channels let you decide how UpMarket sends your automated guest messages. You can deliver them through:
OTA messaging (for example, Airbnb or Booking.com)
WhatsApp
Email
You set up one delivery strategy, and UpMarket applies it to your automated messages. You can choose which channel is tried first, and if that channel isn't available, UpMarket automatically moves on to the next one. That way you don't have to resend messages manually or check each channel to see whether the guest got the information.
Open your delivery channel settings
Log in to your UpMarket host account.
From the left-side menu, click AI & Messaging.
In the expanded section, click Delivery Channels.
Choose your delivery strategy
On the Delivery Channels page, select one of three strategies.
Send through the first available channel
UpMarket tries your channels in the order you set. If the first channel isn't available, for example because a guest's phone number is missing for WhatsApp, the message goes out through the next channel in the list.
To set the order, use the arrows to move each channel up or down.
Example: With the order OTA messaging → WhatsApp → Email, UpMarket first sends the message through OTA messaging. If that isn't available, it uses WhatsApp, and if there's no phone number, it sends an email.
Send through all channels
UpMarket sends each message through all your configured channels at the same time. This gives important information the best chance of being seen, whichever channel the guest is using.
This option works well for critical messages such as arrival instructions, access codes, deposit reminders and check-in messages. Keep in mind that guests may receive the same information more than once.
Do not send automatic messages
All automated guest messages stop immediately. The only exception is smart lock access delivery, which keeps working so guests aren't locked out.
This option can be useful during a migration, a temporary change to your communication, or internal testing.
Add email to your delivery strategy
Email is a useful backup when a guest's phone number isn't available. If you use Send through the first available channel, check that email is included in your priority list so UpMarket can fall back to it.
For Booking.com reservations, emails go to the guest's Booking.com alias email address, and Booking.com forwards them to the guest.
If you have any questions about setting up your delivery channels, reach out to our support team through the chat in UpMarket.