When you set a Journey trigger relative to an event, for example two days before check-in, some guests book too late for that moment to still be ahead of them. The trigger mode decides what happens to those guests: At most sends the message anyway, and At least skips it. Choosing the right mode is the difference between a late booker still getting their door code and a guest receiving an upsell they no longer have time to act on.
How it works
Exactly: send only at the moment you configured. The message is scheduled for that point and sent then. A guest whose reservation is created after the point has already passed is skipped, with no attempt to catch up. This is the default mode, so a trigger you have not deliberately changed is running this way.
At most: send even if the moment has passed. The message is scheduled for the point you configured. If the reservation is created after that point has already passed, the message is sent as soon as possible instead. Choose At most when late bookers still need the information.
At least: only send if the booking came in early enough. The message is sent as soon as the reservation is created, as long as the reservation arrived before the point you configured. If the reservation is created after that point, the message is not sent at all. Choose At least when the message should reach only guests who booked with enough notice.
Exactly and At least are not the same thing, even though both skip late bookers. Exactly waits for the moment you configured. At least sends at booking. With At least two days before check-in, a guest who books five days ahead receives the message straight away; with Exactly, the same guest receives it two days before arrival. The two days is a delay under Exactly and a condition under At least.
Mode | Guest books early | Guest books after the moment |
Exactly | Sent at the moment you configured | Not sent |
At most | Sent at the moment you configured | Sent as soon as possible |
At least | Sent immediately, at booking | Not sent |
How to set a trigger mode
Open the Journey you want to edit and select its trigger.
Choose a trigger that is relative to an event, such as before check-in.
Set the timing: the number of days or hours, and the event it counts from.
Choose the trigger mode: Exactly, At most or At least.
Save the Journey.
Examples
Self check-in instructions: use At most. Trigger: At most two days before check-in.
Guest books five days before arrival: sent at the two-days-before mark.
Guest books one day before arrival: sent immediately.
Guest books after arrival: not sent.
Last-minute bookers still get their door code.
Pre-arrival upsell: use At least. Trigger: At least seven days before check-in.
Guest books three weeks before arrival: sent at booking.
Guest books eight days before arrival: sent at booking.
Guest books two days before arrival: not sent.
Only guests who booked with enough notice to act on the offer receive it.
A message that only makes sense at a fixed moment: use Exactly. Trigger: Exactly two days before check-in.
Guest books five days before arrival: sent at the two-days-before mark.
Guest books one day before arrival: not sent.
Guest books after arrival: not sent.
Nobody receives it early, and nobody receives it late.
Getting help
Open Talk to Us in the left menu of the platform, or email support@bookboost.io.