Confusing these eight terms is the most common cause of a misconfigured campaign. It is worth five minutes now to avoid a Journey that never triggers or an Audience that turns out to be empty.

An operator is a member of your team who has access to the Bookboost platform. Each operator has a login, a role, and a set of permissions. Operators are not guests.

You manage operators under Settings, then Operators.

A guest is a person who has or had a reservation at your property. Guest profiles are created automatically when your PMS syncs reservation data to Bookboost. Each profile holds contact details, reservation history, consent status, and channel data.

A channel is a communication method: Email, WhatsApp, SMS, Facebook Messenger, Booking.com, Expedia, or Web Messenger. Each channel must be set up separately before it can be used in campaigns or the Inbox.

Channels are configured under Settings, then Channels and Settings, then Integrations.

An Audience is a dynamic segment of guest profiles, defined by filters you set. For example, all guests arriving in the next seven days, or all guests who stayed more than twice in the last 12 months. Audiences are used to target Journeys and Broadcasts.

Audiences update automatically as guest data changes.

A Journey is an automated campaign that triggers on a reservation event, such as three days before check-in or one day after checkout. Once you activate a Journey it runs continuously for every guest who meets the trigger conditions. You set it up once.

Journeys suit pre-arrival emails, booking confirmations, post-stay feedback requests, and upsell offers.

A Broadcast is a one-off campaign you send manually or schedule for a specific date. It goes to a defined audience at a defined moment, and it does not repeat.

Broadcasts suit seasonal promotions, re-engagement campaigns, operational updates, and newsletters.

For a fuller comparison, see Scheduling Campaigns in Bookboost: Broadcasts vs. Journeys.

The Inbox is where all inbound guest messages are received and managed. It is not a channel. It is the place where messages from all your channels arrive together, like a shared front desk message queue.

These are the same thing. The feature was originally called Digital Reception and has been standardised to Guest App. If you see either term in the platform or in our documentation, they refer to the same module.

Open Talk to Us in the left menu of the platform, or email support@bookboost.io.