1. Introduction to Journeys
What is it? Journeys is a robust automation builder that replaces and enhances our previous "Smart Templates" and "Upsells" features. It allows you to create sophisticated "Triggers" and "Actions" to build a true lifecycle journey for guests staying at your properties.
Why use it?
True Automation: Go beyond simple auto-replies. Create flows based on reservation status, calendar events, or specific conversation contexts.
Context Aware: HostBuddy leverages AI to check if a guest has already received information, preventing redundant messages.
Multi-Property Logic: Create one Journey that applies to multiple properties; the AI dynamically inserts the correct details (Wi-Fi, address, etc.) for the specific property booked.
2. Getting Started: Two Ways to Build
You can create a Journey in two ways: Manually (for precise control) or Using AI (for speed and suggestions).
Method A: Building with AI (Auto-Generation)
If you are unsure where to start, let the AI build the framework for you.
Click Create Journey.
Locate the text box labeled for AI generation.
Enter a Prompt: Describe what you want in plain English.
Example: "Create a full journey from A to Z for guests. Include pre-arrival info, a check-in check-up, and a request for a review if sentiment is positive."
Click Generate Drafts.
Review AI Considerations: A summary window will appear explaining what the AI created and offering notes (e.g., "Consider creating a second journey for canceled guests").
Click View Journey.
Refine: You can now edit steps or use the "Build with AI" feature inside the editor to add more steps (e.g., "Add another check-in message in the middle of the stay").
Method B: Manual Creation
Follow these steps to build a custom automation flow from scratch.
Step 1: Basic Setup
Click Create Journey Manual.
Name your Journey: (e.g., "Standard Guest Flow").
Select a Trigger: This is the event that kicks off the automation.
Trigger Categories:
Reservation-Based: Similar to Smart Templates (Inquiry, Booking, Check-in, Check-out, Cancellation).
Example: Start 5 minutes after a guest books.
Event-Based:
Calendar triggers including Gap Nights (new feature allowing you to market gaps in your calendar).
Integration triggers based on connected tools like Minut (noise sensors), Turno, or Tidy.
Guest-Based:
Sentiment Changes: Trigger actions when a guest becomes happy or unhappy.
Conversational Content: Start an automation based on what the guest says in chat.
Example: If a guest asks for "Refunds" or "Fun things to do," trigger a specific upsell or guide.
Step 2: Journey-Wide Requirements
These act as a filter. Even if a trigger is hit, the guest must meet these criteria to enter the Journey.
Click Add Requirements.
Select conditions such as:
Reservation Status: (e.g., Future, Current, Past).
Conversation Status: "Guest has not responded to last message" (useful for follow-ups).
Custom Criteria: Type manual requirements (e.g., "Guest mentioned bringing a dog").
Time/Date: Weekday, Time of Day, Booking Channel.
3. Building Actions (The "Steps")
Once your trigger and requirements are set, click Add Step to define what happens next.
Action Type: Send a Message (Smart Directives)
Smart templates with variables are so 2025. Welcome to 2026 and Smart Directives!
How to use: Write instructions for the AI in the text box.
Example: "Thank the guest for booking, send them the property address, and check-in instructions from our SOPs."
How it works: HostBuddy reads your directive + the specific Property Information.
The Benefit: If you have 30 properties on one Journey, the AI will send the Arkansas address to the Arkansas guest and the California address to the California guest automatically.
Context Checking: The AI checks conversation history. If the guest already has the info, the message won't send.
Action Type: Wait (Delays)
You can control the pacing of the journey.
Time Period: "Wait 5 minutes."
Condition (Recommended): "Wait until 1 day before Check-in."
Pro Tip: Using conditions is safer than time periods to ensure messages don't arrive after a guest has checked out.
Action Type: If / Else (Logic Branching)
Create two different outcomes based on a condition.
Setup: Select a criteria (e.g., "Guest has not responded to last message").
Path A (Yes): Add an action (e.g., Create Action Item: "Guest hasn't spoken since booking").
Path B (No): Add an action (e.g., End Automation).
Action Type: Operational Tools
Create Action Item: Triggers a notification for you/your staff to handle something manually.
Pause/Start Auto-Responses:
Use Case: If sentiment turns Negative, set action to Pause Auto-Responses so a human can take over.
Use Case: If sentiment turns Positive, set action to Start Auto-Responses.
Hard Requirement: A filter placed in the middle of a journey. If a guest no longer meets the criteria at this specific step, they are removed from the automation.
4. Marketplace & Community
You do not always have to build from scratch.
The Marketplace: HostBuddy's team has created recommended templates.
Available Templates: GapNight Extension Offers, Welcome Messages, ID Collection/Verification, Upsells, Guided Stays.
Community Board:
Share: If you build a great journey, click the ellipsis (...) to share it with the HostBuddy community.
Download: Use journeys created by other hosts.
5. Managing Active Guests
Once a journey is live, you can manage the guests flowing through it.
View Active Guests: See a list of exactly who is currently in a specific journey step.
Exclusion List:
Locate the "Exclude Active Guests" section.
Add specific guests here if you want to prevent them from ever entering the journey (good for VIPs or difficult situations).
You can also remove a guest midway through a journey here.
6. Support & Best Practices
Review AI Drafts: Always read the "AI Considerations" notes after generating a journey to ensure logic gaps (like past guests) are covered.
Integrations (Coming Soon): Look out for V2 updates which will deepen integrations with external tools.
Contact: If you are stuck or need advice on a complex flow, email support@hostbuddy.ai.