Create and use message templates

A base template stores the same purpose in one or more languages and can insert reservation data through variables. Active templates are available in the OTA conversation selector; WhatsApp and SMS additionally require Twilio configuration and, where applicable, approval.

This is an agency-administrator workflow. Other roles should receive the approved guest copy and escalation rules they need, not responsibility for creating or maintaining the shared templates.

Requirements#

• The Agency plan with intelligent messaging enabled.
• Permission to create and update templates, plus conversation and message permissions for the delivery test.
• The languages used by the agency's guests.
• Copy reviewed by a person accountable for guest communication.
• A safe test reservation with complete, known guest and property data.
• A desktop or wide screen for selecting an OTA template in Chat. The current mobile + menu does not include that action.
• For WhatsApp or SMS, Twilio configured.

Do not include passwords, permanent access codes, banking details, or instructions that are not valid for every reservation where the template may be used.

Design before creating#

Define:

1. an internal name that is easy to search;
2. whether the category is General or Payment Due Notification;
3. the required languages;
4. the minimum variables needed by the copy;
5. who approves the text and test.

Available variables include data such as customer_name, start_date, end_date, checkin_url, property_name, property_address, ota_platform_name, guests_number, and key instructions. A variable may resolve to an empty value when reservation data is missing; write copy that cannot become dangerous in that case.

key_pickup_simple inserts only the first pickup step; key_pickup_method also adds the route to the accommodation and access timing. When the method is At the property, the address comes from the property; Specific location uses the address saved on that method, and At the office uses the attached office. Verify that source before approving the message.

Create language variants#

1. Open Base Message Templates and select Create.
2. Enter Name and leave Active enabled only if the template is ready to test.
3. Select Category.
4. Under Variables, choose only those that the message will use.
5. Set Number of languages.
6. For each variant, choose a distinct Language and write its Content.
7. Insert every declared variable as {{variable_name}} in every variant.
8. Put text or punctuation between variables and after the final variable.
9. Save and reopen the template to verify every variant.

The form rejects duplicate languages, undeclared variables, declared variables that are unused, adjacent variables, and content that ends directly with a variable. Fix the rejected field before saving; do not remove a required variable only to make validation pass.

Test it in a conversation#

1. Use the safe test reservation prepared above and verify its guest, language, dates, property, links, address, and key instructions at their source.
2. Continue on a desktop or wide screen. In the current mobile layout, the + menu opens without a template action.
3. Open the reservation's Chat and the OTA template selector.
4. Choose the intended template and language variant. The picker shows the saved text with raw markers such as {{customer_name}}; it does not show their resolved values.
5. Confirm the reservation, language, and channel before clicking Send Template. That button sends immediately: there is no second confirmation and no resolved pre-send preview.
6. Send once, wait until the OTA confirms acceptance, and inspect the delivered message in the conversation. If the status says retry scheduled or checking acceptance, do not send it again: Holidario retains the first resolved text and reuses it without recalculating variables while completing that same delivery. Verify every substituted value before approving the template for real reservations.

The picker displays the category, availability, and send action in the interface language. These are interface labels, not guest-facing message content.

Update an existing template#

Before editing, check whether it is synchronized with Twilio. When a linked template is updated, Holidario permanently deletes its synchronized Twilio copies because they cannot be edited there, and then requires synchronization again. During that interval, WhatsApp may have no usable template or may be waiting for approval.

Plan the change, retain the approved copy outside the form, and reverify each language and channel. Do not edit a template in use during a critical automation window.

Templates managed by Holidario are hidden from the editable list and cannot be changed or deleted.

Failures and recovery#

• The template is absent from Chat: check Active, conversation permission, and that it is not system managed.
• Variable validation fails: compare Variables with every {{...}} marker, then use the names listed in the localized error to correct the affected language variant.
• There is no template action on mobile: continue the delivery test on a desktop or wide screen; do not send an improvised replacement from the empty + menu.
• A value resolves empty: complete the reservation or operation data, or remove that dependency from the copy; do not replace it with an assumption.
• The wrong language appears: select the correct variant manually and review the reservation language.
• WhatsApp cannot use it: review Twilio synchronization, approval status, and sender.
• Saving removed a synchronized copy: do not repeat changes; finish resynchronization and test the channel before returning it to use.
• An OTA delivery is retrying or checking acceptance: do not select Send Template again; wait for the automatic outcome to avoid a duplicate copy.
• An OTA delivery is rejected or expires: retain the resolved content, confirm it did not appear in the external thread, and correct the cause before creating a new send.
• A WhatsApp or SMS message fails: preserve the copy, verify the channel, and retry once only after confirming it was not delivered.

Expected result#

Every variant carries the same meaning, uses only available data, has been verified after delivery on a safe test reservation, and is available only on channels that have been validated.