Overview
Automated Guest Messages allow UpMarket to automatically send messages to guests at specific moments throughout their reservation journey.
These messages can be delivered through WhatsApp and supported OTA channels (when available).
Each message serves a specific purpose, helping guests receive important information before, during, and after their stay.
2. Accessing Automated Guest Messages
From the left-side menu, go to > AI & Messaging → Automated Guest Messages
From this page you can:
Enable or disable each automated message.
Configure the sending time for applicable messages.
View the purpose of each message.
Download the message template file for customization.
3. Available Automated Messages
UpMarket currently provides automated messages for different stages of the guest journey.
Available templates include:
Booking Confirmation
Day Before Arrival
Day of Arrival
Evening of Arrival
Morning After Arrival
Evening Before Departure
Departure Day
Depending on your account configuration, additional templates may also be available, such as:
Online Check-in Request
Online Check-in Reminder
Online Check-in Confirmation
Each template is automatically triggered when its corresponding event occurs.
4. Configuring Message Delivery
For each automated message you can:
Enable or disable the message.
Define the sending time (when applicable).
Messages are always sent according to the property's local time zone.
5. Editing Message Templates
The content of automated messages is managed through template files.
To access them:
From left-side menu → AI & Messaging → Automated Guest Messages
Download the template file.
The file contains multiple worksheets, one for each supported language.
Only edit the third column containing the message template.
Important:
Do not modify the spreadsheet structure.
Do not delete existing variables.
Do not add new variables.
After editing, send the completed file to the UpMarket Support team via Live Chat or email.
If you only modified a few templates, we recommend highlighting the changed rows to make the review process faster.
6. Property-specific Guest Communications
In addition to the base message templates, UpMarket allows you to configure property-specific information that is automatically inserted into certain automated messages.
This makes it possible to keep a single template for all properties while customizing important information for each individual property.
To access these settings:
From the left-side menu, go to > Properties → Select your property → Guest Communications
Within the Guest Communications tab, you will find several text fields that provide additional information used by automated guest messages.
Common examples include:
Arrival Instructions
Pre-arrival Message
Pre-departure Message
These fields are automatically inserted into the corresponding message templates whenever the related automated message is enabled.
This allows you to provide property-specific information such as:
Key collection instructions
Property-specific contact numbers
Special arrival information
Any additional instructions that should be shared with guests
This information is only sent when the corresponding automated message is enabled.
Language
These fields should always be completed in English.
UpMarket automatically translates the content into all supported guest languages before sending the message.
Character limit
Each Guest Communications field supports up to 900 characters.
This limit is separate from the 1,024-character limit applied to the base message template.
Together, these fields provide additional space for property-specific instructions.
Keep in mind that translated content may require more characters depending on the language, so we recommend keeping these messages as concise as possible.
7. Template Variables
Automated messages use dynamic variables that are automatically replaced with reservation information.
Examples include:
Guest name
Property name
Check-in date
Check-out date
Arrival instructions
Variables appear as numbered placeholders enclosed in brackets.
These placeholders are mandatory and must not be removed or modified.
The number of variables cannot be increased or reduced.
8. Available Links
The links included in automated messages are predefined by the system.
Currently supported links include:
Guest App
Online Check-in
These links cannot be replaced with custom URLs.
9. WhatsApp Template Rules
All WhatsApp templates must comply with Meta's messaging policies.
These rules help ensure that messages:
are delivered successfully;
are not identified as spam;
provide clear and informative content.
Because of these requirements, templates have restrictions regarding wording, variables, formatting and structure.
Marketing Templates
Marketing templates allow more flexible communication.
They may include:
moderate use of emojis;
promotional language;
more conversational wording.
Utility Templates
Utility templates are intended only for informative communication.
They:
cannot contain promotional content;
must follow a more formal structure;
have stricter approval requirements.
10. Character Limits and Best Practices
Each template supports a maximum of 1,024 characters.
Keep in mind that:
translations may increase the character count;
shorter messages generally achieve better engagement on WhatsApp.
Recommended best practices:
Keep messages short and objective.
Distribute information across multiple templates.
Avoid placing all information in a single message.
Use emojis sparingly.
11. Review and Approval Process
After receiving the edited template file, the UpMarket Support team will:
Review the requested changes.
Verify the character limits.
Update the remaining language versions.
Submit the templates for Meta approval.
The average approval time is up to 48 hours, although this may vary.
If Meta rejects a template, the Support team will adjust the wording while keeping the original intent as close as possible before submitting it again.