🛣️ How to Create Journey Campaigns
Journey Campaigns let you automatically engage with guests at key points in their travel experience — from booking confirmation to post-checkout feedback. With targeted messaging, you can personalize communication, boost guest satisfaction, and improve operational efficiency.
✨ What Is a Journey Campaign?
A Journey Campaign is an automated communication triggered by guest activity (e.g. booking, check-in, check-out). You can send these messages via WhatsApp, SMS, or Email, and tailor the content per channel and language.
🧩 Use Cases
- Welcome guests prior to arrival with check-in instructions
- Send reminders or upsell services during the stay
- Request reviews or feedback after check-out
- Notify guests of special promotions during their journey
- Provide logistical information (e.g. shuttle timings, Wi-Fi passwords)
⚙️ Configuration and Setup
Follow these steps to create your Journey Campaign:
- Navigate to Campaigns
- Go to Campaigns > Journey from the left-hand menu
- Or directly visit: platform.bookboost.io/#/campaigns
- Create a New Campaign
- Click + Campaign in the top-right corner
- Ensure Automated Campaigns is selected
- Selecting "One Time Campaigns" creates a Broadcast Campaign instead
- Choose Campaign Type
- New Campaign – Start from scratch
- Duplicate Existing – Copy and edit an existing campaign
- Select Channels
- Omnichannel Campaign – Uses all available channels
- Messaging Campaign – SMS and WhatsApp only
- Email Campaign – Email only
- Set Name, Property & Category
- Give your campaign a clear name
- Assign it to the correct Property
- Choose a relevant Category for organization
- Set the Trigger
- The Trigger defines when the message is sent
- Choose from preset events (e.g. booking, check-in) or create a custom one
- Select:
- Timing unit (days, hours, minutes)
- Relative timing (before or after an event)
- Exact time of day (only for "days")
📌 Example: Send a reminder 1 day before check-in at 18:00
- Build Message Content
- Create channel-specific message templates
- Add translations per language
- Adjust Channel Preferences to define fallback order
- Choose Your Audience
- Define recipient criteria
- Leave empty to target all guests
📚 Learn more about audience filters: Audience Documentation
- Review & Publish
- Double-check content for each channel and language
- Choose to publish now or keep it inactive for later
That’s it — your Journey Campaign is ready to go! ✅
Conclusion
Journey Campaigns allow hotels to automate and personalize guest communication at scale. By configuring the right triggers, targeting the right audience, and using multi-channel delivery, you can boost engagement and create a seamless guest experience.
Please contact us through the ‘Talk to Us’ on the left Menu in the platform or through the Bookboost Support email at support@bookboost.io if you have questions or need additional support.