With automated messaging rules, you can send personalized messages automatically at the right moment, from the first booking inquiry to after checkout, while reducing manual work and ensuring consistent communication with every guest.
Access automated messaging rules
To manage your automated messages:
Go to Guests → Guest Journey.
Open the Messaging rules tab.
Select the rule you want to configure.
Create and customize a messaging rule
Each automated message can be configured based on your needs.
You can customize:
The message content using templates and variables.
The timing of when the message is sent.
The properties where the rule applies.
The channels through which the message will be sent.
Configure message timing
Choose when the message should be sent based on the guest journey stage.
You can schedule messages:
After a booking is confirmed.
Before check-in.
During the stay.
After checkout.
You can also define the delay before sending the message, such as a specific number of days or hours.
Apply rules to properties and channels
Automated messages can be customized for specific properties or applied across your portfolio.
You can also choose which connected channels will receive the automated message.
Available messaging rules
Millenium Connect includes predefined rules covering the main stages of the guest journey:
Before booking
New booking inquiry.
New pre-approval.
New request to book.
Payment issue.
Expired pre-approval.
Before check-in
Booking confirmation.
Check-in instructions.
Directions and parking information.
Local recommendations.
House rules reminder.
During stay
Welcome message.
Mid-stay check.
Housekeeping reminder.
Maintenance alert.
Checkout reminder.
WiFi information.
After checkout
Thank you message.
Review request.
Discount offer.
Forgotten items reminder.
Seasonal promotion.
Follow-up review request.
Thank you for positive reviews.
Manager alert for low ratings.
Milo assistance
Milo can help you optimize your guest communication workflow by assisting with message creation and automation.
For more information about Milo capabilities, check the dedicated Milo Hub articles.