Hello Message Templates — and Goodbye to Touchpoints
Say Hello to Message Templates — and Goodbye to Touchpoints
We’re making a major upgrade to how you communicate with your guests at HolidayHero. As part of our mission to simplify your workflows and centralize communication, Touchpoints are being replaced by Message Templates.
This isn’t just a name change — it’s a complete rethink of how messaging should work for hotels, B&Bs, and short-term rentals. The new system gives you more control, better targeting, and deeper insight, all while laying the groundwork for the Unified Inbox, now live for all customers and free of charge.
What Are Message Templates?
In short, Message Templates do everything Touchpoints did — and a whole lot more. They let you automate the sending of messages based on booking events (like check-in, checkout, or confirmation), but now with new, advanced capabilities that many of you have been asking for.
Here’s what’s new:
1. Smarter Sending Behavior
Previously, if a guest made a last-minute booking and a message was scheduled for a time that had already passed, the message would be sent immediately. This sometimes led to confusing or poorly timed messages.
With Message Templates, you’re in control:
Choose to send immediately (the old behavior), or
Skip the message if the scheduled time is in the past
This gives you peace of mind, especially with same-day or short-notice bookings.
2. Improved Audience Selection
We’ve simplified and expanded your options for targeting the right person:
A new “Both” group combines users and invitees — no more confusion about who gets what.
You can now send messages to only the booker, which is ideal for direct communications like check-in instructions or upsell offers.
No more guessing who receives what message — it’s now clear and flexible.
3. Full Message History Per Reservation
You can now view all message activity directly on a reservation:
See exactly when a message was sent
Spot and troubleshoot any errors
Resend or skip messages with a single click
This is a huge win for teams managing lots of reservations across properties.
4. New Listing Selection Tool
Perhaps the most powerful update: you can now select which listings should receive each message. That means:
Promote a late checkout offer only to apartments with the right availability
Target in-house experiences like spa treatments or welcome drinks to premium rooms
Send specific upsells only to certain locations or audiences
This opens up strategic communication possibilities that simply weren’t possible before.
Built for the Unified Inbox
All of these updates are designed to support one of our most requested and most impactful features to date: the Unified Inbox.
It brings all your guest messaging — from automated messages to real-time replies — into a single, streamlined interface. Whether you're responding to a WhatsApp question or checking if the check-in message was sent, it’s all in one place.
After extensive testing with a group of early customers, we’re proud to say it’s now available to everyone, at no extra cost.
Learn More & Get Started
We’ve created detailed support articles to help you make the switch smoothly:
We recommend reviewing your existing setup and transitioning your Touchpoints to Message Templates as soon as possible.
Need Help?
Our team is here to help you make the most of these new features. If you have questions, reach out via chat or check out our growing library of support articles.
We’re excited to see how you’ll use Message Templates to communicate more effectively, promote upsells with precision, and deliver a seamless guest experience.
