Automation Library
Introduction to the Automation Library
SendSquared's automation library provides a collection of pre-built templates to help you engage with your guests throughout their journey. These automations can be customized to match your brand voice and specific operational needs.
As shown in the screenshot, a complete guest journey automation might include multiple touchpoints from booking confirmation through post-stay follow-up.
Key Benefits of the Library
- Save time: Use pre-built templates instead of starting from scratch
- Follow best practices: Templates incorporate industry-proven communication strategies
- Maintain consistency: Ensure all guest communications follow your brand standards
- Cover the entire journey: Templates are available for every stage of the guest experience
- Easy customization: Modify any template to meet your specific needs
Automation Library Categories
We've organized our automation library into the following categories based on different stages of the guest journey and common business needs.
Booking Journey
The Booking Journey category includes automations that guide guests from their initial reservation through departure. These automations help set expectations, provide important information, and enhance the guest experience.
Reservation Confirmation
This automation sends immediate confirmation after a booking is created. As shown in the screenshot, it typically includes:
- Email confirmation (blue box)
- Optional SMS confirmation (green box)
- Both are sent immediately upon booking creation
Key features:
- Confirms booking details
- Provides payment receipt
- Sets expectations for next communications
- Includes property contact information
Pre-Arrival
Sent 7-21 days before check-in (as shown in the "21 Days before Arrival" wait Action in the screenshot), this automation prepares guests for their upcoming stay.
Key features:
- Property details and amenities
- Check-in procedures
- Local area information
- Weather forecasts
- Optional add-on services
Day Before Arrival
This automation sends final instructions 24 hours before check-in.
Key features:
- Detailed check-in instructions
- Door/lockbox codes
- Property manager contact information
- Parking details
- Wi-Fi passwords
Post Arrival
Triggered on the day of arrival (shown as "Day of Arrival Text" in the screenshot), this automation welcomes guests and ensures they've settled in comfortably.
Key features:
- Welcome message
- Check-in confirmation
- Support contact information
- Local recommendations
Mid-Stay
This automation checks in with guests during their stay (shown as "Mid-Stay Email" after the "2 Days" wait Action in the screenshot).
Key features:
- Satisfaction check
- Additional service offerings
- Local activity suggestions
- Support contact details
Pre-Departure
Sent the day before checkout (shown as "Check-out Date" wait Action in the screenshot), this automation provides departure instructions.
Key features:
- Checkout procedures
- Departure time reminders
- Cleaning expectations
- Return instructions for keys/passes
Post-Departure
This automation follows up after the guest has checked out (triggered after the "Check-out Text" in the screenshot).
Key features:
- Thank you message
- Review requests
- Return visit incentives
- Referral programs
Follow-Up Journey
The Follow-Up Journey category includes automations that re-engage guests after their stay, encouraging repeat bookings and referrals.
Booking Anniversary
This automation is triggered on the anniversary of a guest's booking (shown as the "Booking Anniversary" email after the "8 Months" wait Action in the screenshot).
Key features:
- Personalized anniversary message
- Special return guest offer
- Seasonal updates about the property
- New amenity announcements
Lapsed Guest
This automation targets guests who haven't returned within a specific timeframe.
Key features:
- "We miss you" messaging
- Special incentives for returning
- Updates about property improvements
- Destination highlights
Payment Automations
The Payment Automations category includes workflows related to payment collection and processing.
Balance Due
This automation reminds guests about upcoming balance payments.
Key features:
- Payment amount details
- Due date reminder
- Payment method instructions
- Consequences of non-payment
Final Payment
This automation confirms when final payments have been processed.
Key features:
- Payment confirmation
- Booking confirmation
- Next steps in the guest journey
- Receipt attachment
Lead Management
The Lead Management category includes automations for nurturing potential guests who haven't yet booked.
Lead Follow-Up
This automation provides a sequence of communications for new leads.
Key features:
- Initial inquiry response
- Property highlights
- Availability information
- Special offers
- Booking assistance
Not Booked Lead
This automation targets leads who showed interest but didn't complete a booking.
Key features:
- Booking incentives
- Property highlights
- Alternative property suggestions
- Flexible date options
CVB Lead
This automation is designed for leads from Convention & Visitors Bureaus.
Key features:
- Destination highlights
- Group accommodation information
- Special event facilities
- Local partnership opportunities
Marketing Campaigns
The Marketing Campaigns category includes automations for general marketing activities.
Welcome Opt-In
This automation welcomes new subscribers to your marketing communications.
Key features:
- Welcome message
- Subscription confirmation
- What to expect
- Initial offer
SMS Opt-In
This automation confirms SMS subscriptions and sets expectations.
Key features:
- Opt-in confirmation
- Frequency expectations
- STOP instructions
- Initial offer or welcome
Customizing Library Automations
All library automations can be customized to meet your specific needs:
- Select the template that most closely matches your requirements
- Click Use Template to create a copy
- Modify the trigger conditions to match your business rules
- Edit the email and SMS content to match your brand voice
- Adjust timing to fit your specific guest journey
- Add or remove Actions as needed
- Test thoroughly before activating
Best Practices for Using Library Automations
Timing and Frequency
- Stagger communications: Avoid sending multiple messages on the same day
- Consider time zones: Schedule messages at appropriate times for your guests' locations
- Respect quiet hours: Schedule SMS messages only during business hours
Content and Personalization
- Use tokens: Insert guest-specific information using tokens
- Maintain brand voice: Edit templates to match your communication style
- Be concise: Keep messages clear and to the point, especially SMS
- Test thoroughly: Send test messages to verify formatting and personalization
Measurement and Optimization
- Track performance: Monitor open rates, click-through rates, and conversions
- A/B test: Try variations of subject lines or content to improve performance
- Gather feedback: Ask guests about their communication experience
- Iterate: Continuously improve your automations based on performance data
Getting Started with Library Automations
To begin using the automation library:
- Navigate to Automations in your dashboard
- Click + Create New Automation
- Browse the template categories
- Select a template that matches your needs
- Review and customize as needed
- Activate when ready
Start with the most critical automations, such as reservation confirmations and pre-arrival information, before implementing the full suite of guest journey communications.
Need Help?
If you need assistance setting up or customizing your automations, our support team is ready to help. Contact us at support@sendsquared.com or call +1.855.340.7363.