Create, Automate, and Customize Message Templates

How to create, personalize, and automate email and text message templates in Sirvoy, including using placeholders and setting up automatic send-outs.

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Create a Message Template Automate When Messages Are Sent Personalize Your Messages with Placeholders See all Placeholders

With Sirvoy, you can set up message templates for emails and text messages (SMS), automate when they're sent, and add placeholders to dynamically insert guest details into the message.

Templates can be sent automatically, like booking confirmations, check-in reminders, or post-stay thanks. Others can be saved for manual sending in specific situations, such as apology or lost-and-found messages.

Any templates can be selected when manually emailing guests.

Create a Message Template

To create a new template:

Go to Settings > Communications.
Click New Template next to either Email Templates or SMS Templates.
Give your template a name, like "Booking Confirmation" or "Pre-Arrival Reminder."
(For emails) Toggle on Include footer to include the footer from Settings > Communications > Email Footer.
Write the message in all the languages you support.
Click Save.

Note: If you copy and paste text from somewhere else, unwanted or incorrect formatting can sometimes carry over. Use the Clear formatting button to remove it, then reapply the formatting you want using Sirvoy's editor.

Automate When Messages Are Sent

Automatic messages are only sent if the feature is enabled.

To turn it on:

Go to Settings > Booking engines > General options.
Turn on Send Emails by Default and/or Send SMS by Default.

Once automatic notifications are enabled, you can set templates to send automatically:

When creating or editing a template, use the Automated dropdown menu.
Choose one of the available triggers:
- Booking confirmation — Sent as soon as a new booking is made.
- Booking cancellation — Sent immediately when a booking is cancelled.
- Based on booking date — Sent a set number of days after the booking is made.
- Based on check-in — Sent a set number of days before or after the check-in date.
- Based on check-out — Sent a set number of days before or after the check-out date.

You can also customize automations based on the Room Type Category the guest is booked into. Use the If original category was dropdown to apply the template only to certain room categories.

Note: Booking and cancellation confirmations are not sent for bookings made on channels like Booking.com, Expedia, etc — guests get those directly from the channel. But all other automated messages are sent for all bookings.

Personalize Your Messages with Placeholders

Placeholders, like %firstname%, let you add guest and booking details to your messages without typing them manually.

Drop placeholders into your template wherever you want personalized info to appear — when the message is sent, Sirvoy will automatically fill in the right details for each guest.

Make sure to use the exact spelling and capitalization shown for each placeholder so they work correctly.

Placeholder Example:

In your template:

Dear %firstname% %lastname%

Thanks for choosing %propertyname%.

What your guest sees:

Dear Carl Anderson, Thanks for choosing Hotel Imajiner.

See all Placeholders

Placeholder	What it does:
%bookinginfo%	Table of complete booking details
%bookinginfowithdescriptions%	Table of complete booking details - with descriptions
%bookinginfowithoutprices%	Table of complete booking details - without prices
%extras%	Table of extras
%bookingnumber%	Booking number
%channelname%	The channel the booking came from (like Booking.com, Expedia, Airbnb, etc.)
%channelreference%	Channel booking ID
%firstname%	First name
%lastname%	Last name
%companyname%	Company name
%email%	Email address
%phone%	Phone number
%address%	Street address
%guestnames%	Names of the guests staying at your property, separated by commas.
%checkin%	Check-in date
%checkout%	Check-out date
%guestmessage%	Guest’s comments from the booking
%numberofguests%	Number of guests
%numberofnights%	Number of nights
%totalprice%	Total price
%paidamount%	Amount paid
%balancedue%	Balance due
%review-url%	A link to the guest portal. For best results, click the “Insert/edit link” button and use this placeholder in the URL field.
%roomnumbers%	Room IDs
%roomtypes%	Room types
%percentageX%	X% of total price. Replace X with the percentage you want.

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