Help centre
Guest messages and approvals
How DayRunner drafts each guest's pickup message, what the statuses mean, and how to approve, hold, edit, change a pickup time and send.
Every booking gets a pickup message, drafted when you plan. Read it, then approve, edit or hold it. Nothing is sent until you approve it and press send.
DayRunner sends email, SMS and WhatsApp for you, rolling out with pilots. Until it's switched on for your workspace, you copy each approved message and send it yourself.
How each message is drafted
- Guest has a phone: a WhatsApp or text message.
- No phone but an email: an email.
- Neither, which is common with OTA bookings: a note for the hotel front desk, held until you deal with it.
The message gives the pickup time and place. It adds lines for child seats, dietary requests or wheelchairs when the booking notes mention them, and the first sentence of any external alert. It's written in the Message voice set in Setup.
Statuses
| Tag | Meaning |
|---|---|
| DRAFT | Ready for you to read |
| HELD | Not going yet. You held it, the departure has a decision first, or there's no contact. The reason shows under the name. |
| APPROVED | Approved, not sent |
| SEND BY HAND | Copy it and send it yourself |
| SENT, SENT BY HAND | Done |
| FAILED | The send didn't go through. The error shows on the card. |
Approving and sending
Read them
Under Guest messages, click Edit to change one, then Save and approve.
Approve
Click Approve on each, or Approve all drafts. Held messages are skipped.
Send
Click Send approved. Any that can't go automatically turn to SEND BY HAND.
Send by hand
Click Copy message, send it from your phone or email, then click Mark as sent.
Already sent them all yourself? Mark approved as sent by hand marks every approved message as sent without sending anything. Changed your mind? Un-approve puts a message back to draft.
Hold one guest's message
Click Hold on any draft or approved message. It shows HELD with "Held by you" and stays held when you re-plan. Click Release hold when it's ready to go.
Change one guest's pickup time
Click Change pickup time on the message, type the new time under New pickup time, then click Save pickup time.
- If the message hasn't gone, it comes back to draft with a note to put the new time in. Check it and approve.
- If it has already gone, you get a note to send the guest an update.
After a re-plan
Approved messages whose pickup details didn't change stay approved. Changed ones come back to draft with a red note asking you to check them. Messages already sent are never re-sent. You get a note to send a correction instead.
Guest replies
Messages end with a line asking the guest to confirm. Replies come back to wherever you sent the message from.
Tomorrow, sorted by 5pm.
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