Auto Actions

This page is about the menu SETTINGS -> GUEST MANAGEMENT -> AUTO ACTIONS

An Auto Action is an action which can be programmed to occur at a time relative to the time the booking was made, to the check in date or to the check out date.

The action can be a pre-canned email sent to the guest or to a fixed email address, and it can also make changes to the booking information. Click on "Edit" to modify an existing auto action or on "Create New Action" to set up a new auto action:

The auto actions will appear on the 'Mail & Actions' tab of each booking where you manually can send the email trigger the changes to the booking. If you are using your own mail server for outgoing mail the Booking and Invoice actions will also be applied before sending the mail.

Note: Confirmation messages will send automatically to the guest. You can customize them in SETTINGS ->GUEST MANAGEMENT->CONFIRMATION MESSAGES.

Email sending works per account.

Auto sending:

Auto Action Emails which are sent automatically by the system are sent from the EMail address of the account that created the Auto Action. This is the account set up in in SETTINGS-ACCOUNT-OUTGOING EMAIL.

Automatic actions will trigger every 15 minutes.

Manual sending:

When sending manual by clicking on the 'Send' button you will need to make sure you are logged into the account which uses the EMail address you want to send from.

1 Trigger

Sets the criteria which have to be fulfilled to start the Auto Action.

"Booking Source" = "Direct" applies the Auto Actions only to bookings from your own web site, manually added bookings and bookings imported though the API (not the channel manager). If you want to apply and Auto Action only to manually added bookings add your username in the "Referrer" field.

"Trigger Time" defines when the action is allowed to start. Once it has started it is allowed to go for the "Time Window" period. When the "Time Window" period has elapsed the auto action stops.

Both "Trigger Time" and "Time Window" are relative to a "Trigger Event" i.e. check-in, check-out, time of booking.

2 Email

Go to Email to create or modify a prepared Email template. Templates can contain Template Variables to include information specific to the booking in the Email, for example the guests name or the arrival date.

• To send Emails automatically you need to set up your outgoing Email address in SETTINGS -> ACCOUNT -> OUTGOING EMAIL.

• To send Emails manually open a booking and go to the MAIL tab. Manual Emails will open in your normal email program on your computer. You may send it as is or edit it before sending.

Some systems have a limit of about 2000 characters for this form of email generation. If the email will not open try reducing the amount of text.

If Auto Action Emails are send automatically they are send through your Email server. You should see this on your server. Whether you see it in your Sent box or not depends on your Email program.

If Auto Action Emails are sent manually via a link in the "Email Templates" list in the booking Beds24 will first try to send through your Email server. You should see this on your server. Whether you see it in your Sent box or not depends on your Email program.

If this does not work it will pop and send through your desktop. In this case you will see it in your Sent box.

2.1 Email Attachments

You can choose to attach an invoice or a booking template as a PDF file to emails sent by Auto Actions.

If you send Emails with pdf attachment (invoice, booking template) to Alias-Email addresses created by channels the channel might block the attachment so it is not delivered to the guest. Ask your channel about their policy regarding this.

Other files can not be attached. We reommend you use a link to a file you uplaod to your web site.

3 SMS

You can automatically send SMS messages. Please note that a fee per SMS message applies if this function is activated.

NOTE: The SMS will send in the language of the account, not the language of the booking. Read Example 17 for a way to control the language of the SMS.

4 Booking

Go to Booking to set up an auto action which modifies something in the booking.

Click on Invoice to automatically add invoice items.

Invoice changes are applied before the mail is sent.

5 Examples

5.1 Automatically change the status of all "Request" bookings to "Cancelled" after three days

Trigger tab

• Trigger Event = After Booking
• Trigger Time = 3 days
• Booking Status = Request

Booking tab:

• Execution = One time only
• Booking Status = Cancelled

5.2 Automatically change the status of all bookings which have been imported from Ical to "Request"

Trigger tab:

• Trigger Event = After Booking
• Trigger Time = Immediate
• Booking Source = Ical Import (1, 2, 3)

Booking tab:

• Execution = One time only
• Booking Status = Request

Booking changes are applied before the mail is sent.

5.3 Automatically set a flag/colour for a booking coming from a certain channel

Trigger tab:

• Trigger Event = After Booking
• Trigger Time = Immediate
• Booking Source = Booking.com (for example)

Booking tab:

• Execution = One time only
• Flag Text = The text you want to display
• Flag Colour - choose the flag colour

Booking changes are applied before the mail is sent so that the flag template variable can be reflected in the email.

5.4 Automatically send an Email to the guest when the status of a booking changes to "Cancelled"

Trigger tab:

• Trigger Event = Check-in
• Trigger Time = -365
• Trigger Window = 365
• Booking Source = All (for example)

Email tab:

• Trigger Action = Auto
• Send Email = Guest and cc: Email address

Note: If you are using deposit collection make sure you set SETTINGS->PAYMENTS->PAYMENT COLLECTION "Non Payment Booking Status" = Request.

5.5 Automatically add a fee to all bookings from a channel

Trigger tab:

• Trigger Event = After Booking
• Trigger Time = Immediate
• Booking Source = Expedia (for example)

Invoice tab:

• Type = Amount
• Description = Cleaning fee (for example)
• Amount = 50 (for example - the amount of your cleaning fee)
• per = Room
• Period = one time
• VAT = 19% (for example - enter the VAT amount if applicable)

The fee will be added the next time the auto actions run.

5.6 Add a pending payment

Trigger tab:

• Trigger Event = After Booking or Before Check-in
• Trigger Time = set the time you want to collect the payment
• Booking Source =All (for example, you can also set different rules for different channels)

Invoice tab:

• Payment Type = select on what the payment is calculated
• Description = the text you will see in the "Charges and Payments" tab

Status = if you use the status function add the status you want to apply to the pending payment (optional) Amount = enter the amount or percentage you want to collect Payment Rule = use auto or manual - if you have set up payment rules in SETTINGS->GUEST MANAGEMENT->PAYMENT COLLECTION they will be available here Payment Due = Set when the payment is due

Note: Automatic collection is only availailable for customer who use Stripe. 

5.7 Apply a flag when a payment was made

Also see Example 14 for payments/deposits prior to Check-in

Trigger tab:

• Trigger Event = After Booking
• Trigger Time = Immediate
• Trigger Window = 365
• Booking Source = All
• Booking Status = All but not cancelled
• Invoice Balance = Any Payment made

Booking tab:

• Execution = One time only
• Flag Text = The text you want to display
• Flag Colour - choose the flag colour

5.8 Apply an info code and and/or icon when a payment was made

Trigger tab:

• Trigger Event = After Booking
• Trigger Time = Immediate
• Trigger Window = 365
• Booking Source = All
• Booking Status = All but not cancelled
• Invoice Balance = Any Payment made

Booking Info tab:

• Execution = One time only
• Info Code = Enter the preset code for the icon or info code which you have created in SETTINGS->ACCOUNT->PREFERENCES.

5.9 Apply a flag when a booking is cancelled

Trigger tab

• Trigger Event = After Booking
• Trigger Time = 1 Hour
• Trigger Window = 365 days
• Booking Status = Cancelled

Booking tab:

• Execution = One time only
• Booking Status = No Change
• Flag text = (enter the text you require)
• Flag Colour = Set as required

5.10 Send an email or SMS to Guest when booking made more than 10 days in advance

Trigger tab:

• Trigger Event = Check-in
• Trigger Time = -365 days
• Trigger Window = 355 days
• Booking Status = All not cancelled

Booking tab:

• Execution = One time only
• Booking Status = No Change

Email tab: or SMS tab:

• Update details as appropriate

5.11 Send an email with a key code for a specific unit one day before check-in

Trigger tab:

• Trigger Event = Check-in
• Trigger Time = -1 day
• Trigger Window = 1 day
• Booking Status = All not cancelled
• Unit = Select the number of the unit you want to send this message to. Note that the number represents the index of the unit not its name.

Booking tab:

• Execution = One time only
• Booking Status = No Change

Email tab:

• Enter your text. If you are using the "Additional Information" function SETTINGS->PROPERTIES->ROOMS->SET UP "Unit Names" you can use template variables

Example: Your room is [UNITNAME]. Check-in from: [UNITNAME:1] . The key code is: [UNITNAME:2]

The template variables will only work if you have entered text in SETTINGS->PROPERTIES->ROOMS->SET UP "Unit Names". The context help for this setting will explain how to do this.

5.12 Send an email to guests from Channels

Trigger tab:

• Trigger Event = After Booking
• Trigger Time = Immediate
• Trigger Window = 1 day
• Booking Source = Channel Manager

Booking tab:

• Execution = One time only
• Booking Status = No Change

Email tab:

• Send Email = Guest and CC: Email Address
• Enter you text. If you are using the "Additional Information" function SETTINGS->PROPERTIES->ROOMS->SET UP "Unit Names" you can use template variables

Example: Your room is [UNITNAME]. Check-in from: [UNITNAME:1] . The key code is: [UNITNAME:2]

The template variables will only work if you have entered text in SETTINGS->PROPERTIES->ROOMS->SET UP "Unit Names". The context help for this setting will explain how to do this.

5.13 Automatically set a flag for a bookings from a a channel which have breakfast included

Trigger tab:

• Trigger Event = After Booking
• Trigger Time = Immediate
• Booking Source = Booking.com (for example)
• Booking Field Contains - select "API Message" in the next field enter: meal_plan=Breakfast (or Extra Breakfast - use the text the channel uses)

Booking tab:

• Execution = One time only
• Flag Text = The text you want to display
• Flag Colour - choose the flag colour

Booking changes are applied before the mail is sent so that the flag template variable can be reflected in the email.

5.14 Automatically send a message (email or sms) to guests that have Checked-out 30 days or more

Trigger tab:

• Trigger Event = After Check-out
• Trigger Time = 30 days
• Trigger Window = 365 days

Email or SMS tab: Enter the details you want to send.

Booking tab: (optional)

• Execution = One time only
• Flag Text = The text you want to display
• Flag Colour - choose the flag colour

5.15 Automatically send a Request for payment to your guests for all bookings

Trigger tab:

• Trigger Event = After Booking
• Trigger Time = Immediate
• Trigger Window = 1 day

Booking Source = ALL (or select the booking source/Channel)

Email tab:

Send email : select the appropriate option

• Edit Email Subject - enter the subject for your Guests
• Edit Email Text :- enter the email text you wish to send to your guests include template variable

[PAYLINK] this creates a payment link (HTML A tag) for the payment request for the amount in the booking deposit field if non zero, otherwise the outstanding balance. Check the template variables for other options.

Booking tab:

• Execution = One time only
• Flag Text = The text you want to display
• Flag Colour - choose the flag colour

Booking changes are applied before the mail is sent so that the flag template variable can be reflected in the email.

5.16 Automatically send a Request for payment to your guests XX days before arrival

Trigger tab:

• Trigger Event = Check-in
• Trigger Time = -42
• Trigger Window = 1 day

Booking Source = ALL (or select the booking source/Channel)

Email tab:

Send email : select the appropriate option

• Edit Email Subject - enter the subject for your Guests
• Edit Email Text :- enter the email text you wish to send to your guests include template variable

[PAYLINK] this creates a payment link (HTML A tag) for the payment request for the amount in the booking deposit field if non zero, otherwise the outstanding balance. Check the template variables for other options.

Booking tab:

• Execution = One time only
• Flag Text = The text you want to display
• Flag Colour - choose the flag colour

Booking changes are applied before the mail is sent so that the flag template variable can be reflected in the email.

5.17 Apply a flag when deposit was made prior to Check-in

Trigger tab:

• Trigger Event = Check-in
• Trigger Time = -365 (for example : must be a negative value and the same as the value in Trigger window)
• Trigger Window = 365
• Booking Source = All
• Booking Status = All but not cancelled
• Invoice Balance = Any Payment made

Email tab:

• Send email : select appropriate option
• Enter : Subject and email content

Booking tab: (optional)

• Execution = One time only
• Flag Text = The text you want to display
• Flag Colour - choose the flag colour

Booking info tab : (optional)

• Booking Info Code : DEPOSITPAID (for example)
• Booking Info Text : additional text if required.

Setting details with the Booking tab and Booking info tab allows you to trigger additional (follow on) Auto Actions and Reports.

5.18 Apply a flag when booking is fully paid

Trigger tab:

• Trigger Event = After Booking
• Trigger Time = Immediate
• Trigger Window = 365
• Booking Source = All
• Booking Status = All but not cancelled
• Invoice Balance = ZERO

Booking tab:

• Execution = One time only
• Flag Text = The text you want to display
• Flag Colour - choose the flag colour

5.19 Send SMS in a certain language (if it is the language of the booking) or a default language

This uses a smart template variable. In this example we check whether the guest booked in French. If yes, then we send a French text. If no, we send an English text.

Trigger tab: Whatever you want

Booking tab: Whatever you want

SMS tab:

• Phone Number = [GUESTMOBILE]
• SMS Message = [IF=:[GUESTLANGUAGE]:fr:French_text|English_text]

5.20 Automatically assign invoice numbers

Trigger tab:

• Trigger Event = Check-out
• Trigger Time = Immediate
• Any Booking Info Code = CHECKOUT (optional only if you use the check-out function, if not leave blank)

Invoice tab:

• Assign Invoice Number = yes

5.21 Group check-in

This requires the master booking to be checked-in via the check-in function.

Trigger tab:

• Trigger Event = After Booking
• Trigger Time = immediately
• Trigger Window = 365
• Booking Source = All
• Booking Status = All but not cancelled
• Group bookings" = Trigger all on master
• Info Code = CHECKIN

Booking info tab :

• Info Code = CHECKIN

5.22 Send Remotelock/Lockstate PIN

Trigger tab:

• Trigger Event = Check-in
• Trigger Time = -2 (the number of days before check-in you want to sent the code)
• Trigger Window = 2
• Booking Source = All
• Booking Status = All but not cancelled
• Group bookings" = Trigger all on master
• Info Code = LOCKSTATE_PIN

Email tab :

• Send Email = Guest and cc
• EMail Subject = Your access code (your text)
• Email Text = Your text which includes the template variable [BOOKINGINFOCODETEXT:LOCKSTATE_PIN]

6 Troubleshooting

If Auto Actions do not send:
The list in the "Mail" tab of the booking will tell you why. Common causes are: 
*Is your outgoing Email address working? Go to SETTINGS->ACCOUNT->OUTGOING EMAIL and click on "Send Test Email".
*Is your Auto Action set to send automatically?
*Is the guests Email address valid ("Mails" tab of the booking)?
*Is the booking set to allow Allow Auto Actions ("Mails" tab of the booking)?
*Do all trigger events apply to the booking?

Auto Action is not editable
To have write access to an auto action an account needs to have write access to all properties to which the auto action applies. This might not be the case if you use sub accounts and the Auto Action is set to trigger for "All Properties". 

You don't have permission to access control2.php on this server error message, when the save button is clicked
It is most likely something in your content triggering the firewall.
Try adding the content bit by bit until you find the item causing the problem.
Often it is a script or HTML item that appears to the firewall as a possible hacking attack.
It can also be something that looks innocent like a combination of numbers and words like "and" or "or" that hackers often use in sql injection attacks.
Once you find the item causing the problem, try rewording it.