A Journey campaign sends a message automatically when something happens to a reservation, so pre-arrival instructions, upsells, and post-stay follow-ups go out without anyone remembering to send them. You build it once and it runs for every guest who meets the trigger.
Before you start
Your PMS must be connected. Journey campaigns are triggered by reservation data, so without a PMS integration there is nothing to trigger on.
Decide roughly when the message should go out, for example one day before check-in.
Creating the campaign
Go to Campaigns, then Journey in the left menu, or open platform.bookboost.io/crm/campaigns directly.
Click + Campaign in the top-right corner, and make sure Automated Campaigns is selected. Choosing One Time Campaigns creates a Broadcast instead.
Choose New Campaign to start from scratch, or Duplicate Existing to copy one you already have.
Select your channels: Omnichannel Campaign for all available channels, Messaging Campaign for SMS and WhatsApp only, or Email Campaign for email only.
Give the campaign a clear name, assign it to the right property, and pick a category if you use them. Click Create Campaign.
You do not have to get channels right first time. You can change them later under Channel Preferences, where you also rank the order they are tried in. Using all available channels is usually the safer choice, because the message still reaches the guest if one channel is unavailable.
Setting the trigger
The trigger decides when the message is sent. Choose the event, then set the timing: the unit (days, hours, or minutes) and whether it fires before or after that event. For day-based triggers you can also set an exact time of day.
For example, a reminder one day before check-in at 18:00.
For the full list of triggers and what each one does, see Understanding Campaign Triggers in Journeys.
Building the message and choosing the audience
Create a message template for each channel, and add translations for each language you support.
Adjust Channel Preferences to set the fallback order.
Define your audience. Leave it empty to target all guests. See Audiences for how filters work.
Reviewing and publishing
Check the content for every channel and every language, then choose how to publish.
Publish & Start Sending. The campaign goes live and starts sending as soon as its trigger conditions are met.
Publish as Inactive. The campaign is saved but sends nothing. No guest is affected until you activate it manually.
The campaign stays fully editable in either state.
What to do next
Journey campaign advanced settings, for the toggles at the Review and Publish step.
What is a Broadcast?, if you need a one-off send rather than an automated one.
Getting help
Open Talk to Us in the left menu of the platform, or email support@bookboost.io.