Lifecycle Message Templates
Lifecycle templates are automated messages triggered by booking events. Instead of remembering to send a check-in reminder two days before every arrival or a thank-you message after every checkout, you configure the template once and Argonautas handles the rest.
What Are Lifecycle Templates?
A lifecycle template is a message that fires automatically when a specific event occurs in a booking's lifecycle. The system evaluates every booking against your active lifecycle templates and sends the right message at the right time, through the right channel, with all guest and property details filled in.
This means your guests receive timely, professional communication regardless of how busy your team is. A property management company handling 50 villas with overlapping check-ins and check-outs cannot rely on manual messaging alone -- lifecycle templates ensure nothing slips through.
Available Triggers
Each lifecycle template is associated with a trigger event. The following triggers are available:
| Trigger | When It Fires | Common Use |
|---|---|---|
| Booking Confirmed | Immediately after a booking status changes to confirmed. | Welcome message with booking summary, guest portal link, and payment details. |
| Pre-Arrival | A configurable number of days before the check-in date. Default is 2 days. | Check-in instructions, directions, property access codes, local recommendations. |
| Check-In Day | On the morning of the check-in date. | Day-of welcome, concierge contact information, activity booking reminder. |
| Check-Out Reminder | A configurable number of days before the check-out date. Default is 1 day. | Checkout instructions, departure time reminder, feedback request. |
| Post-Checkout | After the check-out date passes. Default is 1 day after. | Thank-you message, review request link, invitation to rebook. |
| Payment Received | When a payment is successfully recorded against the booking. | Payment confirmation with amount, remaining balance, and receipt link. |
| Invoice Sent | When you click Send Invoice on a draft concierge invoice. | Itemized concierge bill with line totals and a one-click payment link. |
| Booking Cancelled | When a booking is cancelled. | Cancellation acknowledgment, refund information, rebooking offer. |
Timing-based triggers (Pre-Arrival, Check-In Day, Check-Out Reminder, Post-Checkout) support a timing offset so you can adjust when the message sends. For example, you can change the pre-arrival message to send 3 days before check-in instead of the default 2, or send the post-checkout message on the same day as departure.
Template Variables
Lifecycle templates use dynamic variables that the system replaces with real data at send time. Variables are written as placeholders wrapped in curly braces.
Guest Variables
| Variable | Description | Example |
|---|---|---|
{guest_name} | Guest's full name | Maria Rodriguez |
{guest_first_name} | Guest's first name | Maria |
Booking Variables
| Variable | Description | Example |
|---|---|---|
{booking_code} | Confirmation code | BK-20260315-001 |
{check_in_date} | Arrival date | March 15, 2026 |
{check_out_date} | Departure date | March 22, 2026 |
{check_in_time} | Property check-in time | 3:00 PM |
{check_out_time} | Property checkout time | 11:00 AM |
{num_nights} | Length of stay | 7 |
{num_guests} | Number of guests | 4 |
Property Variables
| Variable | Description | Example |
|---|---|---|
{property_name} | Property display name | Villa Mariposa |
{property_address} | Full property address | Playa Hermosa, Guanacaste |
Company and Portal Variables
| Variable | Description | Example |
|---|---|---|
{company_name} | Your company name | 2CRVR |
{company_phone} | Your company phone | +506 2222-3333 |
{portal_link} | Guest portal access URL | https://portal.example.com/... |
If a variable cannot be resolved (for example, {check_in_time} when the property has no check-in time configured), the placeholder text remains in the message. The send log flags these so you can fix the underlying data.
Multi-Channel Delivery
Each lifecycle template specifies which channel to use for delivery:
- Email -- Works for all guests with an email address on file.
- WhatsApp -- Requires the guest to have a phone number and your WhatsApp Business channel to be connected.
- SMS -- Requires the guest to have a phone number and your SMS channel to be connected.
Channel Priority and Fallbacks
When you configure a lifecycle template, you select a primary delivery channel. If that channel is unavailable for a specific guest (for example, no phone number on file for a WhatsApp template), the system falls back to the next available channel:
- WhatsApp (preferred for instant delivery and rich formatting)
- SMS (reliable fallback when WhatsApp is unavailable)
- Email (universal fallback)
You can also create multiple lifecycle templates for the same trigger event on different channels. For instance, a WhatsApp pre-arrival message and an email pre-arrival message. The system will send through the guest's preferred channel first and avoid sending duplicate messages on both.
Setting Up Your First Lifecycle Template
- Go to Settings > Messaging > Lifecycle Templates and click Add Lifecycle Template.
- Select the trigger event. For your first template, Pre-Arrival is a good choice -- universally useful and easy to test.
- Choose the delivery channel (Email, WhatsApp, or SMS). Start with Email if unsure.
- Write the template content using the variables listed above. Here is an example pre-arrival message:
Hi {guest_first_name},
Your stay at {property_name} is coming up on {check_in_date}! Here are your check-in details:
Check-in time: {check_in_time} Address:
You can find directions, Wi-Fi info, house rules, and more in your guest portal:
If you have any questions before arrival, just reply to this message. We are looking forward to hosting you!
-- The {company_name} Team
- Set the timing offset -- the number of days before check-in to send. Two days is a good default.
- Save and enable the template. It will fire for all future bookings that match the trigger criteria.
Testing Templates Before Activating
Never enable a lifecycle template without testing it first. Argonautas provides a built-in test feature:
- Open the lifecycle template you want to test.
- Click Send Test.
- Select an existing booking to use as the data source -- this provides real values for all template variables.
- Choose a test recipient (your own email, phone number, or a team member's).
- Click Send.
The system sends the fully resolved message to your test recipient through the configured channel. Review the output for missing or unresolved variables, formatting issues (especially on WhatsApp), tone, and whether the timing language matches when the message sends. Fix any issues and test again before enabling.
Per-Property Overrides
Not all properties have the same check-in procedures, directions, or house rules. Lifecycle templates support per-property overrides so you can tailor messaging for specific villas:
- Property restriction -- When configuring a lifecycle template, you can restrict it to one or more specific properties. The template fires only for bookings at those properties.
- Multiple templates per trigger -- Create a general pre-arrival template for most properties, then create property-specific templates for villas that need custom instructions.
For example:
| Template | Trigger | Properties | Content |
|---|---|---|---|
| General Pre-Arrival | Pre-Arrival | All (default) | Standard check-in instructions with portal link. |
| Villa Mariposa Pre-Arrival | Pre-Arrival | Villa Mariposa only | Gate code, steep driveway warning, caretaker contact. |
| Beachfront Villas Pre-Arrival | Pre-Arrival | Casa Playa, Villa Mar, Villa Oceano | Beach access instructions, tide schedule link. |
When a booking matches multiple templates for the same trigger and channel, the most specific template takes priority. A template restricted to a single property overrides one that applies to all properties.
Monitoring
Every lifecycle message that fires is recorded in the send log, accessible from the lifecycle template's detail page. The log shows the booking, guest, channel, timestamp, and delivery status. Review the send log periodically to ensure templates are firing as expected and to catch delivery failures early.
Key Concepts
- Lifecycle template -- An automated message tied to a booking event. Configured once, fires for every matching booking.
- Trigger -- The booking event that causes the template to fire (confirmation, pre-arrival, checkout, etc.).
- Timing offset -- How many days before or after the trigger event the message should send.
- Channel fallback -- If the primary channel is unavailable, the system tries the next available channel.
- Per-property override -- A template restricted to specific properties, allowing customized messaging per villa.
Common Questions
Can I have multiple lifecycle templates for the same event? Yes. You can have different templates for different channels (WhatsApp vs. email) and different properties. The system sends the most specific match.
Do lifecycle templates fire for OTA bookings? Yes. Any confirmed booking in the system -- whether created manually, synced from Airbnb, or imported from Booking.com -- triggers lifecycle templates as long as the guest has valid contact information.
What if I want to pause a template during low season? Each template has an enabled/disabled toggle. Disable it to stop it from firing, and re-enable it when you are ready.
Can guests reply to lifecycle messages? Yes. If a guest replies to a lifecycle message, the response appears in your Inbox as a regular conversation. Your team can then continue the thread manually.
Related
- Message Templates -- Creating and managing both manual and lifecycle templates.
- Messaging Guide -- The unified inbox where lifecycle message replies appear.
- Guest Communication Guide -- Best practices for guest messaging across all channels.
- Booking Lifecycle -- The booking events that drive lifecycle template triggers.