🛎 Understanding Campaign Triggers in Journeys
Introduction
Campaign triggers in Journeys are automated actions that send specific messages to guests when certain events occur. They help hoteliers communicate at the right time — from booking confirmations to post-stay follow-ups — improving guest experience and operational efficiency.
Main Concept
A trigger is an event in the Bookboost system that automatically starts a predefined action, such as sending an email, WhatsApp message, or SMS. Triggers are linked to reservation changes, guest actions, space statuses, or system events, and are key to guest journey automation.
Use Cases
- Automating booking confirmations and pre-arrival messages ✉️
- Sending timely upsell offers before check-in or check-out
- Following up with guests post-stay for feedback or loyalty programs
- Notifying guests or staff of operational updates (room readiness, maintenance)
- Complying with GDPR via opt-in confirmations and data request responses
1. Reservation-Based Triggers
These occur when something changes directly in the reservation record:
- After reservation was made
Trigger fires after a booking is confirmed in the system.
Examples: Send booking confirmation email with reservation details; send a “pre-stay welcome” message introducing hotel amenities.
- After the reservation was cancelled
Trigger fires after the booking is marked as cancelled in the system, regardless of the reason.
Examples: Send cancellation confirmation with refund details; offer rebooking discount to encourage new booking.
- After the guest didn’t show up
Fires when the reservation status is set to “no show” (guest never arrived for check-in).
Examples: Send a no-show invoice.
- After the reservation was transferred
Fires when the original booking is moved to another hotel/property (e.g., overbooking, maintenance issue, etc.).
Examples: Inform the guest about new hotel details.
- After reservation was updated
Fires when specific reservation details change — such as start date, end date, or number of guests.
Examples: Send updated confirmation reflecting the new details.
- After reservation or space type was updated
Similar to the above, but also includes changes to space type (room category).
Examples: Send an upgrade confirmation email.
- After reservation or charge space type was updated
Includes the same triggers as above, but also when the charge space type (the type used for billing) is changed.
Examples: Send a payment update email to the guest.
2. Time-Based Triggers
These are linked to specific milestones in the guest’s journey:
- Before the estimated check-in time
Trigger runs a set time before the planned check-in.
Examples: Send pre-arrival check-in instructions; offer early check-in upsell.
- After the estimated check-in time
Fires after the scheduled check-in time passes.
Examples: Send a “We’re looking forward to your arrival” reminder.
- Before the estimated check-out time
Runs before the expected departure time.
Examples: Offer late check-out upsell; send check-out instructions.
- After the estimated check-out time
Fires after the planned departure time has passed.
Examples: Send thank-you email and feedback request.
3. Space-Based Triggers
These relate to the condition or status of a specific space/room:
- After space was cleaned up
Trigger runs once the cleaning status is set to “cleaned” in the system.
Examples: Send a “Your room is ready” journey message to the guest.
- After space is out of service
Fires when the space is marked unavailable due to non-maintenance reasons (e.g., blocked for admin use).
Examples: Notify maintenance and change of the reservation.
- After space is out of order
Fires when the space is unavailable due to maintenance or technical issues.
Examples: Move the guest to a different room.
4. Guest-Action-Based Triggers
These are linked to actions performed by the guest during their stay:
- After guest checked in
Fires when the reservation status changes to “checked in.”
Examples: Send welcome message with Wi-Fi details; offer upsell for in-house dining or spa services.
- After guest checked out
Fires when the status changes to “checked out.”
Examples: Send thank-you email with loyalty invitation.
5. External/API-Based Triggers
These come from integrations or other systems:
- After external trigger (API)
Activated by an external system call via the API — fully customizable depending on the integration.
6. Other Administrative Triggers
These are not directly tied to stay dates but to other processes:
- After double opt-in was requested
Fires when the system sends a double opt-in request for consent (often for marketing communications under GDPR).
Examples: Send GDPR consent email in the guest’s preferred language; log request in CRM for compliance tracking.
- After double opt-in was confirmed
Fires when the guest clicks the confirmation link in the opt-in email.
Examples: Add guest to the marketing email list; send a “Thanks for subscribing” email with a discount code.
- After invoice was created
Fires after the system generates an invoice for the reservation.
Examples: Email invoice to guest.
- After invoice was cancelled
Fires when a previously issued invoice is voided.
Examples: Send confirmation to the guest that the invoice is void.
- After DR form was submitted
Fires when a Data Request (DR) form — typically for GDPR-related data access/deletion — is submitted by a guest. It hasn’t been developed for a specific form—for example, if a property has both an OTA profile form and a pre-check-in form, and you as the client want the journey to be triggered only when the OTA profile form is submitted (and not the pre-check-in form), this functionality is currently not available. Whichever option you choose, keep in mind that the journey must be relevant to all the forms you have—unless you decide to use only one form when targeting something specific.
Examples: Send confirmation of receipt to the guest.
Configuration and Setup
- Go to CRM → Campaigns in Bookboost.
- Create or select a campaign.
- In the Trigger section, choose the desired trigger type.
- Configure the timing trigger conditions. 0 means it will trigger automatically; you can select the desired number of days, minutes, or hours for the trigger.
Advanced Setup
- Configure the time of the day
With this option, the trigger will activate at 13:00 on the day the reservation is made, provided it is still before 13:00. If the time has already passed 13:00, the campaign will be sent immediately.
Example:
- If the client books at 9:00, they will receive the journey the same day at 13:00.
- If the client books at 15:23, they will receive the journey the next day at 15:23.
Known Limitations
- Some triggers depend on PMS integration settings and may not be available for all users.
- API-based triggers require developer configuration.
Conclusion
Using Bookboost triggers allows hoteliers to deliver the right message at the right time, improving guest communication and reducing manual work. Configuring triggers effectively ensures guests receive timely updates, offers, and confirmations throughout their journey.