Why Was My Automated Message Not Sent to the Guest?

You can consider the reasons why an automated message might not be sent. Below are common cases and explanations:

1. Email Not Sent,

Reason: The system cannot send an email until the guest's email address is provided.

Solution: Once an email address is set, the message will be sent—as long as it hasn't expired.

2. SMS Not Sent,

Reason: The system cannot send an SMS until a valid mobile number is available for the guest. Solution: After a mobile number is added, the SMS will be sent—provided the message is still within its valid sending window. Just make sure SMS is connected to ClickSend integration as well.

3. API Message Not Sent,

Reason: API messages (used for platforms like Airbnb or Booking.com) require an incoming message from the guest before an automated reply can be triggered.

Solution: Once a message is received from the guest, the system will send your automated response—as long as the message has not expired.