Automation & Workflows Guide

Tier: 💼 Business Plan ($79/mo)
Time to read: 10 minutes

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What is Automation?

Automation in GuestLoop lets you create "set it and forget it" workflows that run automatically based on triggers. Send the right message to the right guest at the right time—without manual effort.

Example workflows:

• Send guidebook link 24 hours before check-in
• Request a review 2 days after checkout
• Follow up with guests who haven't booked in 6 months
• Send birthday/anniversary discount offers

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Accessing Automation

Navigate to Dashboard → Automation to access:

• Overview: Active workflows and recent activity
• Workflows: Create and manage automations
• AI Assistant: Get help writing messages
• Smart Timing: Optimize send times

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Understanding Workflows

Workflow Components

Every workflow has three parts:

TRIGGER → CONDITIONS → ACTION(S)

1. Trigger: What starts the workflow (e.g., new booking)
2. Conditions: Who qualifies (e.g., first-time guest, VIP)
3. Actions: What happens (e.g., send email, SMS, update tag)

Workflow Example

Trigger:    Check-in date is tomorrow
Condition:  Guest has email AND hasn't received guidebook
Action:     Send "Pre-Arrival Guidebook" email

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Creating Your First Workflow

Step 1: Start New Workflow

1. Go to Automation → Workflows
2. Click "+ New Workflow"
3. Choose a template or start from scratch

Step 2: Name Your Workflow

Give it a descriptive name:

• ✅ "Pre-Arrival Guidebook (24h before)"
• ❌ "Workflow 1"

Step 3: Select Trigger

Choose what starts the workflow:

Trigger Type	Description
Time-based	Relative to booking dates
Event-based	When something happens
Manual	You trigger it yourself

Time-based Triggers

Trigger	Example Use Case
X days before check-in	Pre-arrival info
X hours before check-in	Day-of reminders
X days after checkout	Review requests
X months after checkout	Rebooking campaigns

Event-based Triggers

Trigger	Example Use Case
New booking created	Welcome message
Guest captured (email gate)	Thank you email
Upsell purchased	Confirmation
Review submitted	Thank you

Step 4: Add Conditions (Optional)

Filter which guests receive the workflow:

Condition	Options
Guest type	First-time, Repeat, VIP
Booking source	Direct, Airbnb, Booking.com
Property	Specific property or all
Tags	Has tag, doesn't have tag
Previous contact	Has/hasn't been contacted

Example conditions:

IF guest_type = "repeat"
AND booking_source = "direct"
AND vip_score > 75

Step 5: Define Actions

Choose what happens when the workflow runs:

Action	Description
Send Email	Email campaign to guest
Send SMS	Text message (uses credits)
Add Tag	Label for segmentation
Remove Tag	Remove existing label
Update Guest	Modify guest record
Notify Host	Send you an alert
Delay	Wait before next action

Step 6: Activate Workflow

1. Review your configuration
2. Click "Activate"
3. Workflow is now live!

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Pre-Built Templates

GuestLoop includes ready-to-use templates:

Pre-Arrival Series

Template	Trigger	Channel
Welcome & Guidebook	24h before check-in	Email + SMS
Check-in Reminder	2h before check-in	SMS
Day-Of Tips	Morning of check-in	Email

Post-Stay Series

Template	Trigger	Channel
Thank You	1 day after checkout	Email
Review Request	3 days after checkout	Email
Feedback Survey	7 days after checkout	Email

Rebooking Series

Template	Trigger	Channel
90-Day Follow-up	90 days after checkout	Email
Anniversary Offer	1 year from booking	Email
Seasonal Promotion	Manual/scheduled	Email

VIP & Loyalty

Template	Trigger	Channel
VIP Welcome	VIP status achieved	Email
Birthday Greeting	Guest birthday	Email
Loyalty Reward	3rd booking	Email

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Workflow Builder Interface

Visual Builder

The workflow builder shows your automation visually:

┌─────────────┐
│  TRIGGER    │  ← What starts it
│ Check-in -1d│
└──────┬──────┘
       │
       ▼
┌─────────────┐
│  CONDITION  │  ← Who qualifies
│ Has email   │
└──────┬──────┘
       │
       ▼
┌─────────────┐
│   ACTION    │  ← What happens
│ Send Email  │
└─────────────┘

Adding Multiple Actions

Chain actions with delays:

Action 1: Send Email
    ↓
Delay: 2 days
    ↓
Action 2: Send SMS (if no open)
    ↓
Action 3: Add Tag "engaged"

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Smart Timing

What is Smart Timing?

Smart Timing analyzes your guest data to find optimal send times:

• When guests typically open emails
• Time zone considerations
• Day of week preferences

Enabling Smart Timing

For any email action:

☑️ Use Smart Timing for optimal delivery

Instead of sending at a fixed time, the system will:

1. Check guest's time zone
2. Analyze historical open rates
3. Send at predicted best time

Smart Timing Results

Without Smart Timing	With Smart Timing
22% open rate	34% open rate
Fixed 9am send	Dynamic per-guest

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AI Assistant

Writing Help

The AI Assistant helps create message content:

1. Click "AI Assistant" when editing a message
2. Describe what you want to say
3. AI generates a draft
4. Edit and customize as needed

AI Prompts

Example prompts:

• "Write a friendly pre-arrival email mentioning the guidebook"
• "Create an SMS reminder for check-in time"
• "Draft a review request that doesn't feel pushy"

Personalization

AI-generated content includes variable placeholders:

• {guest_name} - Guest's first name
• {property_name} - Property name
• {check_in_date} - Arrival date
• {access_code} - Guidebook code

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Managing Workflows

Workflow Status

Status	Meaning
🟢 Active	Running normally
🟡 Paused	Temporarily stopped
🔴 Disabled	Not running
⚪ Draft	Never activated

Editing Workflows

1. Click on the workflow name
2. Make changes
3. Save (changes apply to future runs)

Note: In-progress workflow runs won't be affected by edits.

Pausing vs Disabling

• Pause: Temporary stop, easy to resume
• Disable: Fully stopped, requires re-activation

Deleting Workflows

1. Click the ⋮ menu
2. Select "Delete"
3. Confirm deletion

Warning: Deletion is permanent and cannot be undone.

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Monitoring & Analytics

Workflow Dashboard

View performance metrics:

Metric	Description
Runs	Total workflow executions
Delivered	Successfully sent
Opened	Emails opened
Clicked	Links clicked
Errors	Failed deliveries

Activity Log

See recent workflow activity:

✅ Dec 4, 2:30 PM - Pre-Arrival Email sent to john@email.com
✅ Dec 4, 2:15 PM - Review Request sent to sarah@email.com
❌ Dec 4, 1:45 PM - SMS failed: invalid phone number

Error Handling

Common errors and solutions:

Error	Cause	Solution
Invalid email	Typo in address	Update guest record
SMS failed	Bad phone number	Verify phone format
No credits	SMS credits depleted	Purchase more credits
Bounce	Email doesn't exist	Mark as undeliverable

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Best Practices

Timing Guidelines

Message Type	Optimal Timing
Guidebook	24h before check-in
Check-in reminder	2-4h before
Review request	2-3 days after checkout
Rebooking	60-90 days after

Avoid Over-Communication

Don't:

• Send more than 3 emails per booking
• Send SMS more than 2x per stay
• Contact within 24h of previous message

Do:

• Space messages appropriately
• Use conditions to prevent duplicates
• Respect unsubscribes

Personalization Tips

• Always use {guest_name} in greetings
• Reference specific property: {property_name}
• Include relevant dates: {check_in_date}
• Mention previous stays for repeat guests

Testing Workflows

Before activating:

1. Set yourself as a test guest
2. Create a test booking
3. Manually trigger the workflow
4. Verify all actions work correctly

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Workflow Examples

Example 1: Complete Pre-Arrival Sequence

Workflow: Pre-Arrival Series
Trigger: 24 hours before check-in

Action 1: Send Email
  Subject: "Your Mountain View Cabin Guidebook is Ready! 🏔️"
  Content: Welcome message + guidebook link + access code

Delay: 22 hours

Action 2: Send SMS (if email not opened)
  Content: "Hi {guest_name}! Your guidebook: {guidebook_link}"

Action 3: Add Tag "sent-pre-arrival"

Example 2: Review Request with Fallback

Workflow: Post-Stay Review
Trigger: 3 days after checkout
Condition: Guest has email AND checkout was successful

Action 1: Send Email
  Subject: "How was your stay at {property_name}?"

Delay: 4 days

Condition: Email not opened

Action 2: Send SMS
  Content: "We'd love your feedback! Leave a review: {review_link}"

Example 3: VIP Guest Recognition

Workflow: VIP Celebration
Trigger: VIP score reaches 80
Condition: Guest hasn't received VIP email

Action 1: Send Email
  Subject: "You're officially a VIP! 🌟"
  Content: Thank you + exclusive benefits + special offer

Action 2: Add Tag "vip-welcomed"
Action 3: Notify Host

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FAQ

Can I send workflows to past guests?

Yes, use manual triggers or create segments for past guests.

What happens if a guest unsubscribes?

They're automatically excluded from all email workflows.

Can I edit a workflow while it's running?

Yes, but changes only affect future runs.

Is there a limit to workflows?

Business plan: Unlimited workflows.

Can workflows send to guests without email?

Only SMS actions work without email. Email actions require a valid address.

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Related Guides

• Creating Email Campaigns
• Sending SMS Messages
• VIP Scoring Configuration
• Audience Targeting