Journey Campaigns let you automatically engage with guests at key points in their travel experience — from booking confirmation to post-checkout feedback. With targeted messaging, you can personalize communication, boost guest satisfaction, and improve operational efficiency.
⚙️ Note: This feature requires integration with your Property Management System (PMS).
✨ What Is a Journey Campaign?
A Journey Campaign is an automated communication triggered by guest activity (e.g. booking, check-in, check-out). You can send these messages via WhatsApp, SMS, or Email, and tailor the content per channel and language.
🧩 Use Cases
Welcome guests prior to arrival with check-in instructions
Send reminders or upsell services during the stay
Request reviews or feedback after check-out
Notify guests of special promotions during their journey
Provide logistical information (e.g. shuttle timings, Wi-Fi passwords)
⚙️ Configuration and Setup
Follow these steps to create your Journey Campaign:
1. Navigate to Campaigns
Go to Campaigns → Journey from the left-hand menu
Or directly visit: platform.bookboost.io/crm/campaigns
2. Create a New Campaign
Click + Campaign in the top-right corner
Ensure Automated Campaigns is selected
Selecting "One Time Campaigns" creates a Broadcast Campaign instead
💡Read more about Broadcasts here.
3. Choose Campaign Type
New Campaign – Start from scratch
Duplicate Existing – Copy and edit an existing campaign
4. Select Channels
Omnichannel Campaign – Uses all available channels
Messaging Campaign – SMS and WhatsApp only
Email Campaign – Email only
❗Note: If you are not sure yet which would be the best channels to use, don't worry! You can easily change this setting later on under "Channel Preferences" and rank the order in which you would like the message to be delivered.
💡Best Practice: We recommend using all available channels to ensure the message reaches the guest even if one channel is unavailable.
5. Set Name, Property & Category
Give your campaign a clear name
Assign it to the correct Property
Choose a relevant Category for organization (optional)
clic on “Create Campaign”
6. Set the Trigger
The Trigger defines when the message is sent
Set the timing: select the unit (days, hours, minutes) and whether it fires before or after the event
For day-based triggers, you can also set an exact time of day
📌 Example: Send a reminder 1 day before check-in at 18:00
📚 For the full list of available triggers and how they work, see: Understanding Campaign Triggers in Journeys
7. Build Message Content
Create channel-specific message templates
Add translations per language
Adjust Channel Preferences to define fallback order
8. Choose Your Audience
Define recipient criteria
Leave empty to target all guests
📚 Learn more about audience filters: Audience Documentation
9. Review & Publish
Double-check content for each channel and language
Choose how to publish:
Publish & Start Sending — The campaign goes live immediately and will start sending to guests as soon as its trigger conditions are met
Publish as Inactive — The campaign is saved but will not send any messages. No guests will be affected until you manually activate it. The campaign remains fully editable in either state
That's it — your Journey Campaign is ready to go! ✅
Conclusion
Journey Campaigns allow hotels to automate and personalize guest communication at scale. By configuring the right triggers, targeting the right audience, and using multi-channel delivery, you can boost engagement and create a seamless guest experience.
☝ Please contact us through the 'Talk to Us' on the left Menu in the platform or through the Bookboost Support email at support@bookboost.io if you have questions or need additional support.