Using Whatsapp in Guestway

In this article we explain how WhatsApp messaging works inside Guestway and how to initiate conversations using templates.

Messaging flow

1. Send template → conversation opens

2. Guest replies → free messaging allowed for 24 hours

3. After 24 hours → a template is required again

1. Initiate conversations and manage templates

What are message templates

To start a WhatsApp conversation with a guest who has not messaged you yet, you must first send a WhatsApp template message.

Templates are:

• Created inside your WhatsApp Business account

• Approved by Meta before usage

• Required to open a new conversation

After the guest replies once, you may send normal free form messages for 24 hours.

Default template

Guestway automatically creates a default template that you can immediately use to start conversations with guests.

You can use this template without creating your own.

Here is a screenshot showing how the default template appears in your WhatsApp Manager:

2. Create new templates

If you want to use your own templates instead of the default one, follow these rules when creating them in Meta.

Required configuration

• Category: Utility → Standard

• Use named variables instead of numbered variables

• Only use variables in the message body

• Do not use variables in header or footer

• Do not add buttons or media

Important behavior

• Templates only appear in Guestway after Meta approval

• Approval usually takes 5 to 10 minutes

• Deleted templates may take a few minutes to disappear

• If a variable has no value, Guestway will replace it with a dot

3. Available named variables

You can use the following variables inside your templates:

Variable	Description	Example value
name	Full name of the guest or owner	John Doe
first_name	First name of the guest or owner	John
last_name	Last name of the guest or owner	Doe
email	Primary email of the guest or owner	[email protected]
phone	Primary phone number of the guest or owner	[phone]
country	Country code of the guest	US
birthday	Birth date of the guest	1980-01-01
language	Preferred language of the guest	en
guest_address	Full address of the guest or owner	123 Main St, Anytown, US
guest_notes	Notes about the guest or owner	Prefers quiet rooms
check_in_date	Check-in date of the reservation	2024-06-01
check_out_date	Check-out date of the reservation	2024-06-08
check_in_time	Check-in time of the reservation	15:00
check_out_time	Check-out time of the reservation	11:00
check_in	Check-in date and time of the reservation	2024-06-01 15:00
check_out	Check-out date and time of the reservation	2024-06-08 11:00
confirmation_code	Confirmation code of the reservation	ABC123
status	Current status of the reservation	confirmed
nights	Number of nights for the reservation	7
guest_count	Total number of guests for the reservation	4
adult_count	Number of adults for the reservation	2
child_count	Number of children for the reservation	2
infant_count	Number of infants for the reservation	1
estimated_arrival	Estimated time of arrival	15:00
estimated_departure	Estimated time of departure	10:00
portal_link	Link to the guest app for the reservation	https://portal.guestway.io/ABC123DEF45
time_zone	Time zone of the reservation or listing	Europe/Amsterdam
listing_name	Nickname of the listing	VIL_BEACH_001
marketing_name	Marketing name of the listing	Luxury Beach Villa
listing_address	Address of the listing	123 Ocean Drive, Miami Beach, FL
wifi_name	WiFi network name of the listing	Beach House WiFi
wifi_pass	WiFi password of the listing	BeachHouse2023
wifi_info	WiFi information of the listing	SSID: BeachHouse2023, Password: BeachHouse2023