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Messaging hub: frequently asked questions

Find answers to common questions about Messaging hub.

Updated over a week ago

General FAQs

What is Messaging hub?

Messaging hub is a feature that helps you streamline and stay on top of all conversations between you and your guests. Communicate with guests across multiple channels, see their profile and reservation details alongside the conversation and keep all guest communication organised and easy to follow.

Your guest’s profile and reservation details are automatically linked to each conversation, so you know who you’re messaging.

What communication channels does Messaging hub support?

You can use Messaging hub to communicate with guests via:

  • WhatsApp — Send template messages or freeform replies within a 24-hour customer service window.

  • Airbnb — Send messages using scheduled messages and reply to guest messages directly from Messaging hub.

  • SMS (via Twilio) — Send scheduled SMS messages or freeform text messages from Messaging hub.

  • Email — View scheduled messages sent to a guest within an existing conversation (view-only in Messaging hub).

  • Booking.com - Schedule messages and chat with guests.

To connect or manage a channel, go to Guest Engagement > Communication > Settings, then click Connect or Configure next to the relevant channel.

Is there a cost for sending messages?

Costs depend on the channel:

  • WhatsApp

    • Service conversations within the 24-hour customer service window are free, so you can reply to guest-initiated messages at no charge.

    • A small fee applies to business-initiated conversations that use templates.

    • See WhatsApps’s pricing detail here.

  • SMS

    • Charged per message via Twilio. See Twilio pricing here.

  • Email — No additional charge.

  • Airbnb — No additional charge.

  • Booking.com - No additional charge.

WhatsApp FAQs

How do I send WhatsApp messages in Messaging hub?

Once WhatsApp is connected:.

  1. Go to Guest Engagement > Communication > Messaging hub.

  2. To continue an existing conversation (within the 24-hour window), open the chat and reply as usual.

  3. To start a new WhatsApp message, click New message and select a WhatsApp template.

Your guest’s profile and reservation details are automatically linked to the conversation.

What is the WhatsApp 24-hour customer service window?

The 24 hour customer service window starts when a guest first sends you a message on WhatsApp.

Within 24 hours of the guest’s last message, you can reply with freeform messages at no charge (service conversation).

After 24 hours, you must use a template message to continue the conversation. WhatsApp fees apply for template-based business conversations, see pricing here.

Why do I need to use template messages for WhatsApp?

WhatsApp requires template messages in these situations:

  • To start a conversation with a guest who has not messaged you first.

  • To message a guest who has not sent you a message in the last 24 hours.

To create and manage WhatsApp templates:

  1. Go to Guest Engagement > Communication > Settings > WhatsApp > Templates.

  2. Create your template and submit it for approval.

Once submitted, the template is reviewed by WhatsApp, which can take up to 24 hours.

What types of templates can I use?

Messaging hub supports two template messages categories:

  • Utility templates

    • For transactional updates related to a specific request or reservation.

    • Examples: booking confirmations, payment reminders, check-in instructions.

  • Marketing templates

    • For promotions, offers or informational updates.

    • Examples: special offers, stay extensions or upsells.

Make sure the template content matches the selected category. For example, promotions must use a Marketing template.

Why do I need to log in with Facebook to connect WhatsApp?

WhatsApp and Facebook are both part of Meta. To connect WhatsApp in Messaging hub: you must:

  • Sign in with, or create your Facebook business profile

  • Verify your business details

Meta requires this for all WhatsApp Business API integrations.

Can I connect an existing WhatsApp Business account?

Yes, you can connect an existing WhatsApp Business account, however:

  • You must remove the number from any other devices or apps first (including the WhatsApp Business app).

  • Once deleted from the app, existing conversations and data cannot be restored.

  • Once connected, the number will only be accessible via Messaging hub.

What phone number should I register for WhatsApp Business?

Phone numbers registered with WhatsApp Business via the API cannot also be used in WhatsApp Messenger or on the WhatsApp Business app.

Choose a dedicated business number that you use exclusively with this integration.

What is the difference between WhatsApp Business and WhatsApp Business API?

Guest Engagement connects to WhatsApp via the WhatsApp Business API, which is different from the WhatsApp Business app.

With the API in Messaging hub, you can:

  • Chat with guests from a shared inbox.

  • Allow multiple users to access and respond to WhatsApp conversations.

  • Automatically link guest and reservation details to each conversation.

  • Reply free-of-charge within the 24 hour service window.

  • Use templates to re-engage guests once the 24-hour window has passed (fees apply).

Why was my WhatsApp template message rejected?

After you create a template, WhatsApp reviews and may reject it.

Common reasons:

  • The content doesn’t match the template category. Example: using a Utility template for a promotion.

  • Variable parameters (placeholders) are missing or incorrectly formatted.

  • The template content violates WhatsApp Business policies (for example, requesting sensitive personal information).

  • The template is a duplicate of an existing template.

Adjust the template to meet the WhatsApp’s guidelines here and resubmit.

How will I be billed for WhatsApp conversations?

  • WhatsApp charges conversation fees directly.

  • You’ll be asked for payment details when you connect WhatsApp.

  • Little Hotelier does not charge any additional fees for using WhatsApp in Messaging hub.

  • You can view a summary of charges in the Insights tab of your WhatsApp manager.

How can I share my WhatsApp contact details with guests?

To make it easy for guests to contact you via WhatsApp:

  • Add your WhatsApp number to your website, social media profiles, digital guest directory and scheduled messages.

  • Use a “click to call” or “click to chat” button in WhatsApp templates via a call to action button.

  • Print and display your WhatsApp QR code around your property so guests can scan and start a chat.

Why is my WhatsApp account disabled or restricted?

WhatsApp may disable your account if:

  • WhatsApp Business Platform policies are violated

  • Your account has been banned

  • The phone number linked to your account was removed

  • WhatsApp Business account permissions were removed

If your account is disabled:

  • Remove Guest Engagement from your WhatsApp Business account (via Meta’s business settings). More info here.

  • Then reconnect WhatsApp in Messaging hub

WhatsApp may also restrict your account due to policy violations, suspicious activity or security issues. Check your WhatsApp Business account for more details and follow the guidelines to resolve any issues.

Airbnb FAQs

How do I connect Airbnb with Messaging hub?

To connect Airbnb:

  1. Go to Guest Engagement > Communication > Settings.

  2. Next to Airbnb, click Configure.

  3. You’ll be taken to the Airbnb Channel Settings page.

  4. Under the Authorisation token, click Re-authorise, then click Save.

  5. Once complete, you’re ready to message your Airbnb guests via Messaging hub.

If you haven’t connected Airbnb as a channel, you’ll need to connect it in Channels and complete mapping before connecting it in Messaging hub.

How do I send messages to guests via Airbnb?

Airbnb messages are sent using Scheduled messages:

  1. Go to Guest Engagement > Communication > Scheduled messages.

  2. Create or edit a scheduled message.

  3. Select Airbnb as the delivery channel.

The email design you set up will be automatically converted into Airbnb’s message format and sent to the guest’s Airbnb inbox. Guests will:

  • See the message in the Messages tab of their Airbnb account (web or app)

  • Receive an email notification from Airbnb that they have a new message
    ​

Can I send freeform messages to Airbnb guests via Messaging hub?

Yes, if:

  • A scheduled message has already been sent to the guest, and

  • The guest replies via Airbnb

You’ll receive the reply in Messaging hub and can respond with freeform messages from there. Your replies are sent back to the guest as Airbnb messages.

Email and SMS FAQs

How can I send guests a text message (SMS)?

SMS messages are sent via Twilio, a third-party messaging service.

Before sending an SMS, you will need to:

  1. Create a Twilio account.

  2. Go to Guest Engagement > Communication > Settings.

  3. Find the SMS section and click Configure.

  4. Follow the prompts to connect your Twilio account.

Twilio is a paid service with usage-based pricing. See Twilio's pricing details here.

Once SMS is set up, you can send messages in two ways:

  • Scheduled SMS messages

    • Go to Communication > Scheduled messages.

    • Create or edit a message.

    • Turn on Enable SMS messages.

  • Freeform SMS messages in Messaging hub

    • Open Messaging hub.

    • Select the guest and send a text message directly from the conversation.

How can I send email messages?

You can set up and send scheduled emails from:

  • Communication > Scheduled messages

While you can’t send freeform emails directly from Messaging hub, once a conversation has started (for example, via WhatsApp or Airbnb), you can:

  • View any scheduled messages that were sent to the guest in the same conversation in Messaging hub

  • Keep all guest communication centralised in one place, even if the email itself was sent as a scheduled message.

If a guest replies via email or SMS, their reply goes directly to you (your email inbox or Twilio number). Email and SMS replies do not appear in Messaging hub.

Booking.com FAQs

How do I connect Booking.com with Messaging hub?

To connect Booking.com in Messaging hub:

  1. First, ensure you have an active connection with Booking.com in Channels.

  2. Go to Guest Engagement > Communication > Settings.

  3. Find Booking.com and click Configure.

  4. Click Connect to launch the Booking.com connect widget.

  5. Follow the steps to grant guest messaging permission to SiteMinder.

  6. Refresh the page in Guest Engagement to start messaging your Booking.com guests.

Why do I need to mark my Booking.com messages as ‘No reply needed’?

Booking.com tracks an internal reply score to measure how quickly you respond to guests.

If you don’t need to reply to a message, you should mark it as "No reply needed". This closes the 24 hour response window for that conversation and prevents your reply score being negatively affected for messages you intentionally didn’t reply to.

How do I mark a reply as ‘No reply needed’?

In the Booking.com messaging window within Messaging hub, click the No reply needed icon to mark the conversation as closed from your side.

I connected Booking.com but no longer want messages to appear in Messaging hub. What should I do?

If you want Booking.com to stay connected for availability and rates, but not send guest messages to Messaging hub:

  1. Go to Channel Manager > Channels.

  2. Disable Booking.com.

  3. Reconnect Booking.com and during the connection process, untick the Guest Messages tickbox.

  4. Click Connect.

After this, Booking.com guest messages will no longer appear in Messaging hub.

What if I want to connect Booking.com in the Messaging hub but haven't connected it in the Channel Manager yet?

If Booking.com shows a Not connected status in the Messaging hub, it means Booking.com is not yet connected in your Channel Manager.

To connect Booking.com in Messaging hub:

  1. Go to Guest Engagement > Communication > Settings.

  2. Find Booking.com and click Configure.

  3. Click Connect to be redirected to the Channel Manager.

  4. Follow the steps to complete the connection.

Related Articles
Set up and send SMS (text messages)
Set up scheduled messages
Connect Airbnb: frequently asked questions
WhatsApp pricing: frequently asked questions
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