A trigger is the event that makes a Journey send. Picking the right one decides whether a guest gets their check-in instructions the evening before or three days too late, so it is worth knowing what is available before you build the campaign.
Reservation triggers
These fire when something changes in the reservation record itself.
After reservation was made
After the reservation was cancelled
After the guest did not show up
After the reservation was transferred
After reservation was updated
After reservation or space type was updated
After reservation or charge space type was updated
Time triggers
These are tied to milestones in the stay.
Before the estimated check-in time
After the estimated check-in time
Before the estimated check-out time
After the estimated check-out time
Space triggers
These relate to the status of a room or space.
After space was cleaned up
After space is out of service
After space is out of order
Guest action triggers
After guest checked in
After guest checked out
These are not the same as the estimated check-in and check-out time triggers above. The estimated triggers fire on the scheduled time whether or not the guest actually arrived. These fire on the real event.
External triggers
After external trigger (API)
Administrative triggers
These are tied to processes rather than to stay dates.
After consent was granted
After double opt-in was requested
After double opt-in was confirmed
After invoice was created
After invoice was cancelled
After DR form was submitted
The three consent triggers depend on how the consent itself is configured. After consent was granted fires on a single opt-in, where the consent goes straight to granted. The two double opt-in triggers fire only when Require Confirmation is switched on for that consent, which holds the guest at pending until they confirm. See Consent management essentials.
How to set a trigger
Go to CRM, then Campaigns.
Create or open a campaign.
In the Trigger section, choose the trigger type.
Set the timing. Zero means it fires as soon as the event happens. Otherwise choose the number of days, hours, or minutes.
A trigger set to zero is shown on the Journey board as "Directly after", so a campaign using After reservation was made with no delay reads "Directly after reservation was made". The wording changes with the timing; the trigger is the same one.
Setting a time of day
You can pin a trigger to a specific time rather than firing it the moment the event happens. If that time has already passed on the day the event occurs, the message sends immediately instead of waiting.
With a trigger set to 13:00 on the day the reservation is made: a guest booking at 09:00 receives the message the same day at 13:00. A guest booking at 15:23 receives it the next day at 15:23.
What this does not do
Some triggers depend on your PMS integration and are not available for every property.
API-based triggers need developer configuration before they can be used.
These triggers exist on Journey campaigns only. A Broadcast fires on a moment in time rather than on something a guest did, so none of them is available there.
What to do next
Trigger modes: At most and At least, for what happens when a guest books too late for the trigger moment.
Getting help
Open Talk to Us in the left menu of the platform, or email support@bookboost.io.