Create your templates and triggers to automate your messages

Prepare your messages in advance, insert variables that fill in automatically, and schedule sends based on triggers - check-in, check-out, confirmed booking.

1. Create a template:

From Messaging, click Templates then Add a template.

You can start from a blank template or use one of the templates provided by Biloki:

• Review request
• Booking confirmation
• Check-out
• Guest guide

To create your own template, fill in:

• An icon and a name
• A category
• Linked properties - by default all your properties, but you can restrict it to specific properties
• The message content

💡 Linked properties - how it works: when you use a template in a conversation, Biloki automatically identifies the property linked to the booking and replaces the variables with that property's information. A template linked to "all properties" therefore automatically adapts to each property.

Available variables:

In your template's content, you can insert dynamic variables that fill in automatically when the message is sent. Click a variable in the list to insert it into your message.

Available variables: Property name, Country, City, WiFi password, Address, Guest's email, WiFi name, Property description, Departure date, Number of adults, Check-in from, Check-in until, Property type, Capacity, Guest's first name, Number of children, Arrival date, Guest guide link, Check-out before, Postal code, Guest's phone number, Guest's last name.

⚠️ If a variable doesn't match any data entered for the property or booking, it will display as raw text in the message (e.g. instead of the actual code). Check that all information is complete in the property record before using your templates.

Sending the guest guide via messaging:

With every new booking, Biloki automatically generates a dedicated guest interface, personalized with the information for that property and booking.

To send this guide to your guest, insert the "Guest guide link" variable into your template. Biloki will automatically send the link to the correct interface, with the right booking and property information - with no action needed on your part.

This is the only way to share the guest guide with your guests from Biloki.

💡 Biloki already offers a ready-to-use "Guest guide" template that you can use as-is or customize. For the link to work correctly, the property's guest guide must be completed beforehand.

💡 What to do before sending your first messages via Booking.com

As an anti-phishing security measure, Booking.com automatically blocks unapproved links and email addresses in host-guest messages. Without prior setup:

• the guest guide link may appear struck through or replaced with "[link removed]" in your guests' conversation;
• your messages are sent from a Biloki email address (noreply@mail.biloki.fr), which can also be blocked if it isn't approved.

To avoid these two issues, whitelist the guest guide domain and the sending email address as soon as you set up your messaging:

1. Log in to the Booking.com Extranet with an administrator account.
2. Go to Property → Message preferences → Security settings.
3. Confirm two-factor authentication (2FA).
4. In the "Your approved links" section, click "Add a link" and enter the domain used by the guest guide, i.e. app.biloki.fr
5. In the "Your email addresses" section, click "Add an email address" and enter Biloki's sending address, i.e. noreply@mail.biloki.fr
6. Click "Save" for each addition.

If you manage several properties (concierge companies or multi-property owners): after adding the link and/or email address, an "Apply to all properties" button appears under each section. Click it and confirm in the window that appears to automatically replicate these settings across all your properties, without having to repeat the operation property by property.

⚠️ The confirmation window states how many properties the setting will be applied to (e.g. "This will apply to 1 property") — make sure you're on the account/view that groups all your properties before confirming. If you add a new property to your account later on, remember to check that the settings have been applied to it, or redo the "Apply to all properties" operation.

Once this is done, all your future messages containing the guest guide link will go through normally, with no further action needed on your part.

There's no action needed on the Airbnb side for this.

2. Set up automatic sends:

Automatic sends let you link a template to a trigger, so it goes out without any action on your part at the right time.

From Messaging, click the ⚡ icon (to the left of the Templates button) → Automatic sends → Add a rule

To set up a rule:

• Event - choose the trigger: Check-in / Check-out / Booking confirmed
• Timing - define when to send the message relative to the event: Amount (the numeric value, e.g. 1, 2, 24...) / Unit (Minutes / Hours / Days / Weeks) / When (Before / After)
• Message template - select the template to send
• Linked properties - define which properties this rule applies to
• Click Create rule

Concrete example - sending the guest guide the day before arrival:

⚠️ If you had automatic messages set up on Airbnb or Booking.com, remember to disable them to avoid your guests receiving duplicate messages.