Before you start
When editing a template, keep the following in mind:
Templates are limited to a maximum of 1,024 characters.
Spaces and links are also counted as characters. Every space and every character within a URL counts toward the 1,024-character limit.
Templates contain required placeholders, or variables, that cannot be removed or modified.
You only need to submit your request in one language. Our team will translate the approved content into the remaining supported languages before publishing it.
Every request is reviewed before publication. Requests are typically reviewed daily, but publication may take up to 48 hours.
Editing Guest Communication Templates
These templates include:
Booking Confirmation
Pre-Arrival
Day of Arrival
Evening of Arrival
Morning After Arrival
Pre-Departure
Departure Day
Step 1 – Open Automated Guest Messages
Navigate to:
AI & Messaging → Automated Guest Messages
This page allows you to:
Enable or disable automated messages
Configure when each message is sent
Preview the message currently in use
Request changes to any template
Step 2 – Open the template preview
Expand the message by clicking See message.
You can:
Preview the current template
Switch between available languages
Verify status
Select Request a change
Step 3 – Request a change
Selecting Request a change opens the editing form.
Completing the request form
Automated Message
The form indicates which template you are editing.
Proposed Header
This field is optional.
Most WhatsApp templates do not use a custom header, so in most cases this field can be left blank.
Proposed Message Text
This is the main content of your new template.
Here, you should enter the message exactly as you would like your guests to receive it.
Remember that this is only the base message.
Many templates include dynamic information that is automatically inserted by the system using placeholders.
Keep the 1,024-character limit in mind while drafting your message. Spaces, punctuation, links, and every character within a URL count toward this limit.
Understanding placeholders
Placeholders are variables automatically replaced by information from the reservation or the property.
Common examples include:
Guest name
Property name
Check-in date
Check-out date
Guest App link
Online Check-in link
Arrival Instructions
These placeholders appear as:
{{1}}{{2}}{{3}}
or similar numbered variables.
❗ Important
Even if your property does not use a Guest App, Arrival Instructions, or another optional feature, do not remove the placeholder from the template.
If no information exists, the system simply leaves that section empty.
Removing required placeholders will prevent the request from being approved.
Where does placeholder information come from?
Some placeholders are populated from reservation details.
Others use information configured inside each property.
Examples include:
Guest Communication
Arrival Instructions
These sections are configured individually for each property and are automatically inserted whenever the corresponding placeholder exists in the template.
Why do you want this change?
This field is required.
Please explain:
why you are requesting the modification;
the purpose of the new wording;
whether specific wording must remain unchanged.
Providing context helps our team understand whether the wording is strategic, legally required, or simply informational, making the review process faster and more accurate.
Submit the request
Once all required fields have been completed, click Create.
Your request will be submitted for review.
Tracking your request
Return to:
AI & Messaging → Automated Guest Messages
On the right-hand side, you will find:
Your Recent Change Requests
Here, you can monitor:
your latest submissions;
their current review status;
whether the request has already been published.
Editing Online Check-in Templates
The same process is available for Online Check-in templates.
Navigate to:
Online Check-in → Check-in Configuration → Automated Guest Messages
Available templates include:
Online Check-in Request
Online Check-in Reminder
Online Check-in Confirmation
Expand the desired message using See message, then click Request a change.
The editing process, placeholder requirements, review workflow, character limit, and publication process are the same as for the standard automated guest messages.
The new template editing process provides greater autonomy and a faster, more efficient way to request changes to your automated guest messages. You can review existing templates, submit change requests, and track their progress directly within UpMarket, making the entire process simpler and more transparent.