Overview

Automatic Messages sets up a trigger that allows you to automatically send a message based on a specific events such as reservation confirmation, check-in instructions or cancelled reservation, in Resly.

At any stage of the reservation, a message via email, SMS or Channel Messaging, will generate specific instructions, using pre-defined templates, to the recipient.

Before You Start

Communication templates related to any stage of the passenger journey are setup in advance. Click here to learn how to create templates.
Reservation must include an email address or a phone number. If either of these details are missing, the system will not send out the automatic messages.

How it Works

When a reservation is received in Resly, it is not immediately assigned to a room or property. It first is assigned as pending where it can be:

Automatically assigned, or
Manually assigned by a user

Use the trigger that matches the action you want.

Example: To send an email only after a room is assigned, use “When a

Reservation is assigned”, not the "When a Reservation is created in Resly"

trigger.

Using the correct trigger is critical.
Select the trigger that matches the exact moment you want the automation to run.

Step by Step

Go to Settings
Select General → Automations
Navigate to Email, SMS or Channel Message and click on the Action-based (beta) button
On the right hand side, click on New Automation
Configure the fields in the table below.

Field	Description	Options
Status	Controls whether the automation is running.	Active Enables the automation to start triggering emails. Inactive Temporarily pauses the automation.
Trigger	Range of Triggers for different events in Resly	Select Trigger from the drop down menu The range of Trigger options are detailed below table.
Automation Name	A descriptive name to identify the automation.	Example: Check in instructions, Post Check-in Welcome Email, Cancellation Acknowledgement
Recipient Type	Defines who will receive the email.	Guest Owner Custom: Comma-separated: [email protected], [email protected]
Template	The template that will be sent when the trigger occurs.	Select a predefined template from the dropdown
Agents	Determines which agents the automation applies to.	All Agents or Specific Agents: Apply only to selected agents
Room Types	Determines which available Room Types the automation applies to	All room types or Specific room types Apply only to selected room types
Rate Plan Groups	Determines which rate plan groups the automation applies to.	All Rate Plan Groups or Specific Rate Plan Groups Apply only to selected groups, promotions or seasonal rate plans
Check-In Window	Defines a time-based trigger window based on the guest’s check-in date.	Automation triggers only if the check-in date falls within the specified range, counted from today. Check-In Window scenarios detailed below table.

6. Click Create to enable.

Check-In Window Scenarios

Check-In Window	Min Days	Max Days	Description	Options
Arrival Today	0	0	Email is sent only if the rese rvation is for today and check-in is today.	Send check-in instructions on the day for a same day check-in arrival.
Next 7 Days	0	7	Email is sent if the reservation check-in is anytime in the next 7 days, including today.	Send a reminder email for guests arriving within a week.
Exclude Same-Day Bookings	1	5	Email is sent for check-in from tomorrow, through the next 5 day	Send arrival details for bookings not made on the day of check-in.

Available Triggers

Trigger Name	Event in Resly	Description	When to use
When a Reservation is Created in Resly	When a reservation is created manually from within Resly	Message sent when a user creates a reservation using the Resly. It excludes reservations that come in via connected channels like Airbnb or Resly Direct.	To send a custom email to guests who book via phone or in-person.
When a Quote is Created in Resly	When a quote is generated from within Resly	Message sent when a quote is generated for a potential guest through Resly’s quoting feature.	To send an automated follow-up email when a quote is issued.
When a Reservation is Created via Channel/OTAs	When a pending reservation is submitted without an assigned room, including those created via Resly Express.	Triggered when a pending booking enters the system via Resly Express. Since rooms are not yet assigned, room- and owner-specific fields are not available for email templates.	To send a neutral email confirming receipt of the reservation request.
When a Reservation is Assigned	When a pending reservation is assigned to a room (auto-assigned) from a channel like Airbnb	Triggered when a pending reservation is automatically assigned to a room. This is the preferred trigger for confirmation emails.	To send a confirmation email to the guest when they have booked and it has been assigned.
When a Reservation is Updated	When a reservation is updated	Triggered when any change is made to an existing reservation. Fields may include: any fields located within a reservation that gets updated when clicking save. May trigger frequently due to reservation updates. Use with caution.	To notify staff when the date of a booking has changed.
When a Reservation is Cancelled	When a reservation is cancelled	Triggered when a reservation is cancelled, whether created manually in Resly or from an external channel/OTA	To send a cancellation confirmation or trigger a refund process.
When a Guest Checks In	When a guest is checked in	Triggered when a reservation is marked as “checked in” either manually or via automated processes.	To send arrival instructions, Wi-Fi info, or a Welcome message.
When a Guest Checks Out	When a guest is checked out	Triggered when the guest is marked as “checked out.”	To send a thank-you email and feedback form.

Notes About Automatic Messages in Resly

Automations only apply to future actions
Once an automation is set up, it will not run retroactively on past reservations.
Beta feature
Automations are currently in beta, so functionality and scope may change over time.
Check-in Windows require careful review
If you are using check-in or time-based conditions, always double-check your logic to avoid unintended triggers or misfires.