{"id":"msg.customer-journeys","app":"msg","title":"Customer journeys and stages","summary":"Organize communication around the guest’s stay.","url":"https://www.simultem-apps.com/wiki/msg#customer-journeys","apiUrl":"https://www.simultem-apps.com/api/wiki/v1/articles/msg.customer-journeys","resourceUri":"wiki://msg/customer-journeys","revision":"2026-11-02.1","lastReviewedAt":"2026-11-02","keywords":["pre-arrival","check-in","during stay","checkout","post-stay","offset"],"sections":[{"title":"Plan the journey","steps":["Open Customer journeys and choose or create a journey.","Add the needed stages, such as reservation created, before arrival, check-in day, during stay, checkout day and post-stay.","For each stage, set the channel, content, conditions and arrival/departure reference with the intended offset.","Check whether other active rules already send the same message to the same audience.","Save and test representative reservations, including amended arrival and departure dates."],"notes":["A journey is a collection of configured stages. Inspect each stage’s conditions and timing when only part of a journey sends."]},{"title":"Check moved or canceled reservations","steps":["Inspect which created, amended or canceled reservation events the stage actually subscribes to. A before-arrival preset can be created-only; saving it does not establish change-event handling.","After a relevant change, check the current reservation, rule conditions, scheduled timing and execution logs. Date changes can reschedule work only when a configured event reaches the rule and its timing is evaluated.","A scheduled execution fetches current reservation data, but does not itself recompute its send time. Do not assume that updated message content means the schedule moved.","For cancellation, verify a condition that suppresses the send and inspect the actual execution result; there is no universal cancellation suppression guarantee.","Already-sent messages cannot be recalled by a date change. Preview and send corrected information when necessary, checking for duplicate sends."],"notes":[]}],"text":"# MSG: Customer journeys and stages\n\nOrganize communication around the guest’s stay.\n\n## Plan the journey\n\n1. Open Customer journeys and choose or create a journey.\n\n2. Add the needed stages, such as reservation created, before arrival, check-in day, during stay, checkout day and post-stay.\n\n3. For each stage, set the channel, content, conditions and arrival/departure reference with the intended offset.\n\n4. Check whether other active rules already send the same message to the same audience.\n\n5. Save and test representative reservations, including amended arrival and departure dates.\n\nNote: A journey is a collection of configured stages. Inspect each stage’s conditions and timing when only part of a journey sends.\n\n## Check moved or canceled reservations\n\n1. Inspect which created, amended or canceled reservation events the stage actually subscribes to. A before-arrival preset can be created-only; saving it does not establish change-event handling.\n\n2. After a relevant change, check the current reservation, rule conditions, scheduled timing and execution logs. Date changes can reschedule work only when a configured event reaches the rule and its timing is evaluated.\n\n3. A scheduled execution fetches current reservation data, but does not itself recompute its send time. Do not assume that updated message content means the schedule moved.\n\n4. For cancellation, verify a condition that suppresses the send and inspect the actual execution result; there is no universal cancellation suppression guarantee.\n\n5. Already-sent messages cannot be recalled by a date change. Preview and send corrected information when necessary, checking for duplicate sends.","related":[{"id":"msg.automations","app":"msg","title":"Triggers, conditions, actions and timing","summary":"Build a matching rule with explicit scope and predictable execution timing.","url":"https://www.simultem-apps.com/wiki/msg#automations","apiUrl":"https://www.simultem-apps.com/api/wiki/v1/articles/msg.automations","resourceUri":"wiki://msg/automations","revision":"2026-11-02.1","lastReviewedAt":"2026-11-02"},{"id":"msg.message-editor","app":"msg","title":"Compose messages and reuse templates","summary":"Choose a channel, localized content and dynamic tokens, then preview the result.","url":"https://www.simultem-apps.com/wiki/msg#message-editor","apiUrl":"https://www.simultem-apps.com/api/wiki/v1/articles/msg.message-editor","resourceUri":"wiki://msg/message-editor","revision":"2026-11-02.1","lastReviewedAt":"2026-11-02"},{"id":"platform.reservation-changes","app":"platform","title":"Coordinate arrival changes and room moves","summary":"Check reservation, messages, preparation tasks and door access after a date or unit changes.","url":"https://www.simultem-apps.com/wiki/platform#reservation-changes","apiUrl":"https://www.simultem-apps.com/api/wiki/v1/articles/platform.reservation-changes","resourceUri":"wiki://platform/reservation-changes","revision":"2026-11-02.1","lastReviewedAt":"2026-11-02"}]}