Learn how to create, customize, and automate message templates to streamline guest communication and improve operational efficiency across your properties.
Quick Navigation Index
📥 Accessing the Templates Section
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Go to the Inbox section in your Jurny dashboard.
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On the left-hand menu, scroll down and click Inbox Settings.
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Select Templates to open the template management area.
📂 Template Categories Explained
Inside the Templates section, you'll find several tabs to organize your messages:
1. All Templates
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Includes active, inactive, and draft templates.
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Best for seeing the full picture of all your content.
2. Active Templates
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Templates with a scheduled trigger.
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These will be automatically sent based on the conditions you set.
3. Inactive Templates
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Drafts or templates you've paused or deactivated.
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Useful for storing messages you’re still working on.
4. Nia Proposed Templates
These are AI-powered suggestions based on your existing conversations, property type, and portfolio size.
“Nia analyzes your inbox conversations, property type, and portfolio size to generate ready-to-use message templates tailored to your operations.”
✅ They’re customizable and can save time by giving you a strong starting point.
📘 Learn more: Understanding and Using Nia Proposed Templates (Insert link to sub-guide)
5. Your Uploads
Upload a document (like a house manual), and Jurny’s AI will turn it into a usable template—no copy-pasting required.
📘 Learn more: Uploading Documents to Create Templates Automatically
6. Custom Fields
Use this section to create dynamic placeholders for property-specific details like:
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Lock codes
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Parking instructions
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Wi-Fi info
These fields allow one template to be reused across multiple listings with tailored content for each guest.
📘 Learn more: How to Use Custom Fields in Templates
7. Email Sender
Want messages to come from your own domain instead of a generic Jurny email?
Set it up in this section for consistent branding.
📘 Learn more: How to Connect Your Email Domain for Template Sending
8. Message Logs
Track which templates were sent, when, and to whom. See:
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Template name
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Trigger event
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Assigned listing
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Guest info
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Time sent
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Message status
📘 Learn more: How to Use the Message Logs to Track Communication
✍️ Creating a New Template
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In the Templates section, click Add New in the top-right corner.
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Select Add New Template.
You’ll now configure your new template across several sections:
Template Setup Fields
Template Name
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Internal use only — name it something easy to recognize.
Message Content
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Compose your message and apply formatting (bold, italic, centered text, etc).
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Add images (max 5–10 MB, depending on platform limitations).
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Use the Insert Shortcode option to personalize messages with guest or property data
- Click Message Preview to check how your content will look.
💡 Tip: You’ll also see your Custom Fields in Insert Shortcode — use the search bar to find and insert them. Learn more: How to Use Custom Fields in Templates
Subject
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Required only for direct reservations where emails are used.
⏰ Scheduling and Automation Rules
Scroll to the Schedule Template Section to control when your message is sent.
Assign to Listings
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Choose All Properties or select specific listings with Selected Properties.
Trigger Event
Set the event that triggers the message:
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Inquiry created/accepted/declined
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Reservation confirmed/canceled
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Check-in / Check-out
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Chekin Guest Completed (Note: applicable for Chekin integration)
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During Stay
Note: “Checkin guest completed” is part of a guest ID verification process via Chekin, not related to the guest arriving.
Timing Options
Choose when the message should be sent relative to the event:
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Predefined options: e.g., “10 hours before check-in”
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Custom setup:
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Days constraint: Before or after the event
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Number of days: Leave blank or enter "0" for same-day
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Time constraint: Choose a specific time or minutes before/after
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Minutes or Custom Time: Set exact delivery time (e.g., 9:00 AM)
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📘 Learn more: How to Set Advanced Scheduling Rules for Templates
Additional Conditions
Reservation Channel
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All = Any source
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In = Only certain channels
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Not In = Exclude certain channels
Payment Status
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Send based on whether the guest has paid.
Advanced Reservation Filters
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Add multiple conditions to fine-tune when a message goes out.
📬 Setting Template Recipients
Choose who receives the message:
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Guest (via booking channel)
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Guest using email
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SMS (keep in mind character limits and international delivery issues)
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WhatsApp (also limited by character count)
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Property Owner
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User (your internal team member)
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Third Parties (external email addresses)
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Autohost Stargate (for ID verification flow)
Caution: If you use Autohost Stargate, you give them permission to send messages directly to the verified guest's email, not through the original channel.
You can also add CC or BCC recipients here if needed.
Customizing the Email Sender
In the Mailer Configuration section:
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Use Jurny’s default system email
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Or connect your branded email for a personalized experience
📘 Learn more: How to Connect Your Email Domain for Template Sending
✅ Managing Template Status
Once your template is set up:
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Click Save Changes
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Go to the All Templates tab
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Use the toggle to activate or deactivate
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Use the gear icon to:
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Edit
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Clone
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Delete
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Tip: Leave templates inactive until you’re ready to go live.
If you need help or have any questions, don’t hesitate to reach out. Contact your Customer Success Manager or our support team at support@jurny.com. We’re happy to assist.