Guest Engagement makes it easy to communicate with guests via outgoing SMS by linking your Twilio account. Once you have linked your Twilio account, you can then:
Send guests scheduled text messages (Communication > Scheduled messages).
Send freeform outgoing SMS in Messaging hub (Communication > Messaging hub).
💡 Note: you can send outgoing SMS, however you will receive replies directly; replies will not be visible in Guest Engagement.
How to link your Twilio account in Guest Engagement
Send text messages to your guests using Guest Engagement by linking your Twilio account:
Go to Guest Engagement > Communication > Settings.
On SMS, click the Configure button.
You can either add your existing Twilio account credentials, or create a new account.
How to set up your Twilio account
Create a Twilio account.
On the Twilio dashboard, click the Get a Trial Number button.
You will be assigned a mobile number based on your country. The available options vary by country.
Copy and paste your Account SID, Auth token, and phone number from the dashboard into your settings.
You can now start sending outgoing text messages from Guest Engagement.
💡Note: If you are using a free Twilio account, there may be some restrictions to your account, such as the inclusion of this automated text at the end of the SMS "this message is from a Twilio trial account”.
Set up scheduled SMS messages
To set up scheduled SMS messages in Guest Engagement:
Go to Guest Engagement > Communication > Scheduled messages.
Click into the SMS tab, then turn on the toggle Enable SMS messages.
Create your text message then save changes.
Your scheduled SMS message will be sent to your guests at your defined times.
💡 When SMS is enabled, if guests have provided a mobile number when booking, they will be sent a text message. Guests who have only provided an email address will receive the email. Airbnb guests will be sent the scheduled message through Airbnb.
Send outgoing SMS messages from Messaging hub
To send a freeform SMS (text message) directly from your Messaging hub:
Go to Guest Engagement > Communication > Messaging hub.
Select SMS from the drop-down.
Type your message then click Send.