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Smart Templates - Advanced Custom Instructions

Overview

Custom instructions give you greater control over when Smart Templates should or should not send, and how they are worded based on the situation and your settings. This feature lets you fine-tune communication by adding or removing details depending on guest context. Use ‘Customize’ with AI Context Checking to block unwanted sends, and with AI Personalization to adjust wording so messages better fit each scenario.

Steps – Smart Templates

  1. Open Smart Templates and select an existing template or create a new one.

  2. Enable AI Context Checking or AI Personalization, then click Customize.

  3. Add instructions to define when messages should or should not send, or how they should be phrased.

    • Context Checking: e.g. “Only send if the guest has not confirmed arrival.” OR
      “Only send if they are bringing a pet.”

    • AI Personalization: e.g. “Remove parking details for stays under 2 nights.” OR “Remove the registration link if they’ve already completed it.”

  4. Always click Save to apply changes.

Write instructions using only data the AI can see: message text, conversation history, and guest details (e.g. name, check-in, check-out).

Do not reference property availability or other listings.