Engagement

What is it for?

Automations perform actions automatically when a guest-related event occurs (check-in, check-out, birthday, WiFi connection, tag assignment). The flow is designed once and the system runs it for every guest who meets the conditions: sending emails/SMS/WhatsApp, requesting reviews or Quick Reviews, applying tags, waits and branches. To access it, choose the Engagement entry from the side menu of the panel.

? Screenshot: the automation list with counters

From this section it is possible to:

• manage existing automations from the list (statuses, queues, logs);
• create new ones, from scratch or from a template, with the node builder;
• consult the Log of performed sends.

The automation list

At the top of the list there are three counters: Total Automations, Active and Drafts. Below, the bar with the search (Search automations...) and the Create Automation button.

Each automation has a status: Active or Draft. The actions available on each row: Pause / Activate (stops or starts the automation), Edit (opens the builder) and Logs. From the ⋮ menu: View (details with the Contacts in queue, Pending, Scheduled and Executed logs counters), Duplicate (creates a draft copy) and Delete.

Creating an automation

Click on Create Automation: there are two ways to start (Choose how you want to proceed):

• New Automation: starts from an empty flow;
• Create from Template: starts from a predefined template to customise (the name is proposed automatically as TemplateName_date, editable).

? Screenshot: the node builder

The node builder

The automation is built on a visual canvas made of connected nodes: it starts from an event node (the trigger) and actions are added by clicking the + between one node and the next. At the top, assign the name (Automation name) and click Save. A red dot on a node means it still needs to be configured.

The event that starts the flow (trigger)

• Guest Status Change: Any status change, Check-in (IN-STAY) or Check-out (POST-STAY).
• Tag received: fires when a tag is assigned to the guest; the Equals / Not equals operators constrain which tag it must be.
• Birthday: with the choice of when to send — on the birthday, the day before or after, 1 week before, or 3 days, 1-2 weeks or 1 month after.
• WiFi connected: when the guest connects to the property's WiFi.

In the trigger configuration you decide what happens if the contact is already in the automation: Ignore the trigger (the contact can only enter once) or Allow re-entry, with the Re-entry time limit (from "no more than once per hour" up to "only once ever"). From the Advanced section, additional entry conditions can be added.

The available actions

Clicking the + you choose the node type:

• Send Email / Send SMS: multilingual message (IT, EN, FR, ES, DE), with character count for SMS; both with a test preview send.
• Send WhatsApp Premium / Send WhatsApp Business Meta: they require the respective provider connected in the Integrations.
• Edit Tag: Apply tag or Remove tag on the guest.
• Send Survey Invitation: sends a survey (published ones only).
• Request Quick Review: sends the property's Quick Review.
• Request Review: invites the guest to review on Google or TripAdvisor; if the link is not configured in the property settings a warning is shown.
• Send Webhook: calls an external service.
• Timing: Wait (time period) in days/hours/minutes (minutes in steps of 15), Schedule at date/time or Schedule on weekday.
• Condition: a branch with two paths, True and False; available criteria Customer tag, CRM Segment and Days since last visit. Maximum 3 Condition nodes per automation.
• End: closes a branch of the flow.

Channels and backup order

Request Review has a channel selector (Email, SMS, WhatsApp) with the Backup attempt order: if the first channel does not reach the guest, the next one is tried. With Edit texts the messages can be customised for each channel.

Send Survey Invitation and Request Quick Review also have the Delivery channels with backup order, but the texts are automatic: for the survey they are read from the survey itself, for the Quick Review they are predefined and translated into the guest's language. The survey invitation can also use the WhatsApp Business API channel, if an invitation template is configured in Settings → WhatsApp Templates.

Saving

On saving, the system performs three blocking checks: there must be at least one action, all branches must end with an End node and no nodes must be left to configure (red dot). A new automation is created as a Draft.

The send Log

The Logs button opens the automation's record: for each send, the outcome (success/failure), the channel used — including any fallback indication (e.g. "via SMS") — and the View guest profile link to the CRM record. Two views available, By recipient and Chronological, with search by email or phone.