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 How to Create Journey Campaigns

🛣️ How to Create Journey Campaigns

Last updated on February 27, 2023

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.

 
⚙️
Note: This feature requires integration with your Property Management System (PMS).
 

✨ 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:

  1. Navigate to Campaigns
      • Go to Campaigns > Journey from the left-hand menu
 
Notion image
 
  1. 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
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Read more about Broadcasts here.
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Notion image
 
  1. Choose Campaign Type
  • New Campaign – Start from scratch
  • Duplicate Existing – Copy and edit an existing campaign
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  1. Select Channels
  • Omnichannel Campaign – Uses all available channels
  • Messaging Campaign – SMS and WhatsApp only
  • Email Campaign – Email only
 
❗
Note: If you are not sure yet which would be the best channels to use, don’t worry! You can easily change this setting later on under “Channel Preferences” and rank the order in which you would like the message to be delivered.
 
Notion image
 
💡
Best Practices: We recommend using all the different available channels to ensure that the message reaches the guest even if one of the channels fails or is unavailable.
 
  1. Set Name, Property & Category
      • Give your campaign a clear name
      • Assign it to the correct Property
      • Choose a relevant Category for organization
       
  1. 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

       
  1. Build Message Content
      • Create channel-specific message templates
      • Add translations per language
      • Adjust Channel Preferences to define fallback order
 
  1. Choose Your Audience
      • Define recipient criteria
      • Leave empty to target all guests

📚 Learn more about audience filters: Audience Documentation

 
  1. 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.

 
 
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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.

 
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