General FAQs
What is Messaging hub?
Messaging hub is a feature designed to streamline and stay on top of all conversations between you and your guests.
Messaging Hub allows you to communicate with guests through WhatsApp, Airbnb, and SMS, and your scheduled messages will be centralised in one place once a chat is started.
Your guests' profile and reservation details will be automatically linked with the conversation, so you can easily start a conversation.
What communication channels can I use in Messaging hub?
Currently, Messaging Hub allows you to communicate with your guests through:
WhatsApp — message your guests using templates, or freeform messages within a 24-hour customer service window.
Airbnb — send messages to guests using Scheduled messages. If an Airbnb guest starts a conversation or replies to your scheduled message, you will be able to send freeform replies directly from Messaging hub. You will also then see all previously sent scheduled messages in the same conversation.
SMS (via your Twilio account) — send outgoing text messages using Scheduled messages, or send a text message directly from Messaging hub.
Email — view only for sent scheduled messages once a chat is started.
Connect and manage your communication channels in Guest Engagement > Communication > Settings > click Connect or Configure on each communication channel.
Is there a cost for sending messages?
Charges for sending messages vary depending on the communication channel:
WhatsApp — service conversations within a 24-hour customer service window are free. This allows you to reply to guest initiated messages within a 24-hour customer service window free-of-charge. A small fee (approximately USD 0.01 - 0.04) will apply for business conversations (conversations that use templates). See pricing here.
SMS — charged per text message, via Twilio. See pricing here.
Email — no charge.
Airbnb — no charge.
WhatsApp FAQs
How can I message guests via WhatsApp?
Once WhatsApp is connected, create templates and message guests through WhatsApp using Messaging hub.
To send a WhatsApp messaging using Messaging hub:
Go to Guest Engagement > Communication > Messaging hub.
Find an existing message to continue the conversation (within the 24-hour customer service window), or click the New message button and select a template.
What is the WhatsApp 24-hour customer service window?
WhatsApp’s 24-hour customer service window starts from the moment a guest starts a conversation with you.
When a guest messages you, you have 24 hours to reply to the message, with free form messages, free of charge.
After the 24-hour window expires, you must use a template message (fees apply). The cost for using WhatsApp templates varies: learn more.
Why do I need to use a template message for WhatsApp?
A template message is needed for WhatsApp to:
Start a conversation with guests who have not messaged you first.
Communicate with guests who have not sent you a message in the last 24 hours.
To create and manage WhatsApp templates, go to Guest Engagement > Communication > Settings > WhatsApp > Templates.
What types of templates are available?
WhatsApp in Messaging hub supports Utility and Marketing template messages.
Utility template messages — communicate with a guest regarding a specific, prearranged request or transaction, such as providing a post-purchase notification or a recurring billing statement.
Marketing template messages — use a marketing template for promotions, offers, informational updates, or invitations for guests to respond or take action.
Why do I need to log in with Facebook to connect WhatsApp?
WhatsApp and Facebook are both Meta companies. To connect WhatsApp in Messaging hub, you will need to select or create your Facebook business profile to verify your business.
Can I connect an existing WhatsApp Business account?
You can connect an existing WhatsApp Business account, however:
You must first need to delete your account from other devices (including on the WhatsApp Business app).
Note that once deleted, existing data/conversations will be unable to be restored.
Once connected, the account will only be accessible via Messaging Hub.
What number should I register with my WhatsApp Business account?
Phone numbers registered with WhatsApp Business cannot also be registered with WhatsApp Messenger or the WhatsApp Business app.
What is the difference between WhatsApp Business and WhatsApp Business API?
Guest Engagement allows you to integrate with WhatsApp through WhatsApp Business API, which is different from the WhatsApp Business app. The features of using WhatsApp in Guest Engagement are:
Streamline your communications and chat with your guests via Messaging hub.
Multiple users can access your WhatsApp account via Messaging hub, making it easier to manage your guest communications.
Messaging hub will automatically link and identify your guests profile and reservation details with the WhatsApp conversation.
Reply to your guest’s message within 24-hour customer service window free-of-charge . Once the 24-hour window has passed, a template message is needed, and a charge will apply.
Why did WhatsApp reject my template message?
Once you create a template in Messaging hub, it will be submitted to WhatsApp for approval, of which process can take up to 24 hours.
Potential reasons why WhatsApp may reject the template:
The template message must match the template category selected. For example, you cannot create a promotion or upsell message using a Utility template.
Variable parameters are missing or are entered incorrectly.
The message template contains content that violates WhatsApp Business policies (for example, requesting sensitive personal information).
The message template is a duplicate of an existing template.
See WhatsApp’s template guidelines here.
How will I be billed for WhatsApp conversations?
Fees are billed directly by WhatsApp. Credit card details are required when connecting WhatsApp.
We do not charge any monthly or commission fees for using WhatsApp.
View a summary of charges from WhatsApp in the Insights tab of your WhatsApp manager.
How can I share my WhatsApp contact details?
Make it easy for guests to reach you by sharing your WhatsApp contact details:
Display your WhatsApp number on your property’s website, social media profiles, digital guest directory, and in your scheduled messages
Add a “click to call” button in your WhatsApp templates, using the call to action button.
Print your WhatsApp QR code — guests can scan it to contact you via WhatsApp — and display it around your property.
Why is my WhatsApp account disabled or restricted?
WhatsApp may disable your account if:
WhatsApp Business Platform policies are violated
Your account has been banned by WhatsApp
The phone number linked to your account was removed
WhatsApp Business account permissions were removed
For disabled accounts, you'll need to remove Guest Engagement from your WhatsApp Business account following this guide, then reconnect.
WhatsApp may restrict your account if:
WhatsApp Business Platform policies are violated
Your account needs review for suspicious activity
Security issues are detected
Visit your WhatsApp Business account for more details about the ban or restriction.
Airbnb FAQs
How do I connect Airbnb with Messaging hub?
To connect Airbnb with Messaging hub, go to Guest Engagement > Communication > Settings > click the “Configure” button on Airbnb. You will be taken to the Airbnb Channel Settings page where you need to click “Re-authorise” on the Authorisation token setting. You will then be ready to message your Airbnb guests.
💡If you have not yet connected the Airbnb channel, you will first need to connect the channel and complete the mapping, before connecting Airbnb in Messaging hub.
How do I send a message to a guest via Airbnb?
Set up scheduled messages to be sent as an Airbnb message in Guest Engagement > Communications > Scheduled messages. The email template will automatically be converted into the Airbnb message format and sent to the guest as an Airbnb message. Simply set up the scheduled message “Email design”, and we will convert the message and send it directly to the guest via Airbnb.
The guest will receive the scheduled message in their Airbnb account (in the “Messages” tab if they have the mobile app), and they will also receive an email notification from Airbnb notifying them that they have received the message.
Can I send freeform messages to Airbnb guests via Messaging hub?
If a scheduled message has been sent to the guest and the guest replies via Airbnb, you will receive the reply message in Messaging hub, where you can then reply to the guest via Airbnb with freeform messages. This will be sent back to the guest as an Airbnb message.
Email and SMS FAQs
How can I send guests a text message?
SMS (text) messages are sent through Twilio (a third-party messaging service). Before you can send SMS messages to guests, you must first set up a Twilio account and connect it in Guest Engagement:
Go to Communication > Settings.
Find the SMS section and click Configure.
Follow the steps to connect your Twilio account.
Note: Twilio is a paid service with usage-based pricing. Visit Twilio's website for pricing details.
Once SMS is set up, you can send messages in two ways:
Scheduled SMS messages: Go to Communication > Scheduled messages, create or edit a message, and enable the SMS option.
Freeform SMS messages in Messaging hub: Use the Messaging hub to send SMS messages to specific guests.
How can I send email messages?
You can set up and send scheduled emails through Communication > Scheduled messages.
Although you cannot send freeform outgoing emails directly through Messaging Hub, once a conversation is started by the guest (for example they message you via WhatsApp or Airbnb), you will be able to view any scheduled messages that have been sent to the guest in the same conversation in Messaging hub, centralising all your guest communications in one place.
💡 Note: If a guest replies via email or SMS, the reply will be sent directly to you. Email and SMS replies will not be visible in Messaging hub.