Open Messenger → Message Center for the conversation interface, or Message to inspect individual records. Check the channel, direction, recipient and status before treating a message as sent or replying. Message text can contain guest or staff information; share only what the recipient needs.
Reply on WhatsApp
- Select one incoming WhatsApp message.
- Choose Reply on WhatsApp.
- Enter the required Message and check that the selected conversation is the intended recipient.
- Choose Send reply, or Cancel to leave without sending.
Send reply sends through the configured provider. A failure is reported by the app and recorded on the reply. Inspect its status and error before retrying to avoid sending duplicates. Provider acceptance is not the same as a recipient reading the message.
Templates and automated rules
Message Template holds reusable content, channel/provider settings and recipient configuration. Provider-managed WhatsApp templates also need the correct external template name and language. Check a template's active setting and recipient/content before connecting it to automation.
Under Message Automation, scheduled notification rules connect business events to templates. A rule's empty Hotel means it is a global default. Any hotel-specific rules replace the entire global rule set for that hotel; they do not simply add another event to it. Review the complete hotel set when adding an override so intended attendance and task notices are retained.
Rules include attendance and critical-task events. Audit-triggered Message Rules is a separate automation entry for rules triggered by recorded business changes. Saving a rule changes future automatic messaging; it does not prove an existing message was delivered or replay missed events. Email and WhatsApp also require working provider configuration. Ask the responsible administrator to verify connectivity and provider template approval when messages fail.
Diagnose delivery
Inspect Message for status, send date and error. Distinguish New, Sent, Delivered, Read, Error and stopped messages. Not every channel supplies every delivery/read acknowledgment. For staff push notifications, use notification records; they have their own subscription and attempt history.