Scheduled & Automated Messages

HiLucy uses WhatsApp Business API template messages to reach guests proactively before, during, and after their stay. Because WhatsApp requires pre-approved templates for outbound messages, every automated message goes through a structured approval process.

WhatsApp Template Messages

WhatsApp distinguishes between two types of conversations:

• User-initiated -- a guest messages you first, and LucyAI can reply freely for 24 hours
• Business-initiated -- you reach out to a guest first, which requires an approved message template

HiLucy manages template creation and submission on your behalf. Once approved by Meta, templates are available for automated or manual sending.

Default Templates

HiLucy ships with pre-approved templates for the most common hospitality touchpoints:

• Booking confirmation -- sent when a reservation is created or synced from your PMS
• Pre-arrival reminder -- sent 24-48 hours before check-in with property directions and instructions
• Check-in day instructions -- detailed arrival info including access codes, WiFi, and parking
• Welcome message -- sent on arrival day to introduce LucyAI and invite the guest to chat
• Post-stay follow-up -- thank-you message with review link

Message Delivery Flow

When a scheduled message fires, the system follows this path:

1. HiLucy identifies the guest's phone number from the reservation record
2. The WhatsApp Business API sends the approved template with personalized variables (guest name, property name, dates)
3. Delivery status is tracked automatically -- sent, delivered, read, or failed
4. Status updates appear in the Communication Hub and the admin Messages tab

Message Status Tracking

Every outbound message is recorded in the message status table with real-time callbacks from Meta:

• Sent -- message accepted by WhatsApp servers
• Delivered -- message arrived on the guest's device
• Read -- guest opened the message
• Failed -- delivery failed (invalid number, guest not on WhatsApp, or opt-out)

Failed messages are flagged in the admin dashboard so your team can follow up through alternative channels.

Custom Templates

Need a template for a specific use case? Contact the HiLucy team with:

• The message content (up to 1024 characters)
• Any dynamic variables (guest name, dates, property details)
• The intended trigger or timing

We handle the Meta approval process, which typically takes 24-48 hours.

Scheduled Message Engine (Coming Soon)

A full scheduling engine is currently in development. Planned features include:

• Visual timeline builder -- define message sequences per reservation lifecycle stage
• Conditional triggers -- send messages based on booking source, guest language, or listing type
• A/B testing -- test different message templates to optimize open and response rates
• Manual send -- trigger any template on demand from the admin dashboard

Until the scheduler launches, automated messages are configured per-property by the HiLucy team. Reach out to adjust timing or add new templates.

Best Practices

• Keep templates short and actionable -- guests skim WhatsApp messages on mobile
• Include only one call-to-action per message
• Use the guest's first name to personalize every template
• Schedule pre-arrival messages for late morning in the guest's timezone
• Monitor delivery rates in the Communication Hub to catch invalid numbers early