Create message templates

Templates are the messages your guests receive automatically along their journey: greeting, booking confirmation, deposit request, check-in steps, checkout reminder, review request, and so on.

Create a template

1. Go to Templates.
2. Pick the channel at the top (WhatsApp, email, LINE, and so on).
3. Write each message you want to send.

You can attach a picture, PDF or video under Upload Media.

WhatsApp template rules

These rules come from WhatsApp, not StreamHost:

• Name: lowercase only, with underscores instead of spaces. For example, use a_welcome for Building A's welcome message. Pick names you'll recognise later, because you choose templates by name when you build the messaging flow.
• Header or file: a template must have one or the other, and can't have both. A header is a bold line at the top of the message. The preview shows how it looks.
• Length: the message body can be at most 1,024 characters.
• Avoid these words: "password", "passcode", "code", "pin" and lock or key emoji. Meta often rejects templates that contain them. Use a word like "access" instead.

Use parameters, not duplicate templates

Don't create a separate template for each unit just because a few details differ, such as the Wi-Fi name, mailbox code, unit number or parking lot. Insert a parameter instead, and StreamHost fills in the right value for each unit when it sends.

Only use a parameter for information that differs between units. If something is the same everywhere, type it straight into the message.

Where parameter values come from

1. On the Buildings management page, each building has a key icon for passcode management. Select it.
2. Fill in each unit's details. You only need to fill in the fields for parameters you actually use in your templates.
3. Don't see a parameter you used? Select + to add it.

StreamHost replaces each parameter with that unit's value when it sends the template.