About Guest Communications

Guest Communications is where WelcomeFlo turns a synced reservation into a personalised guide link for that guest, and (optionally) sends it for you.

What you need first

Guest Communications works from reservations synced through a connected PMS — there's no way to add a reservation by hand. That means you need:

• A Pro or Business plan.
• Hostaway or Guesty connected, with at least one property mapped to a guide and reservation sync turned on for it.

Once that's in place, confirmed reservations for that property start appearing under Guest Communications.

The three tabs

• Reservations — every synced reservation, its guide, dates, source, status, and whether its guide invitation has been sent and viewed. Select a reservation to see full detail and take action.
• Automations — rules for when a template gets sent automatically (e.g. an hour after booking, or the day before arrival).
• Templates — the email content those automations (or a manual send) use.

See Send a guest their personalised guide and Set up automated guest messages.

The personalised guide link

Every confirmed, mapped reservation gets its own unique invitation link to the right guide — not just the plain public guide address. It:

• Fills in reservation details (arrival date, guest name, and so on) automatically inside the guide, using guest and reservation variables.
• Tracks whether and how often it's been opened, shown on the reservation as Not viewed, Viewed, or with a view count.
• Expires shortly after the guest's checkout, and can be revoked earlier by an Owner, Admin, or an Editor with access to that guide.

How the link reaches the guest

You choose this per connection, on the Integrations page:

• Use [provider] messaging — WelcomeFlo writes the link into a field on the reservation inside Hostaway or Guesty, so your own existing automated messages there can include it. WelcomeFlo doesn't create or edit your PMS message templates itself — you still add that field to whichever of your own templates should carry it.
• Send with WelcomeFlo — WelcomeFlo emails the guest the guide directly, using your templates and automations.
• Both — WelcomeFlo emails the guest and writes the link into your PMS.

Email is the only channel WelcomeFlo sends directly today — there's no SMS or WhatsApp sending built in. (Guests can still message you on WhatsApp from the guide itself, if you've set that up — see Set your host contact details.)

Who can do what

Connecting a provider, mapping properties, and creating or editing templates and automations are Owner/Admin tasks. Day to day, anyone with access to a guide — including Editors and Viewers — can see that guide's reservations; Editors (and Owners/Admins) can additionally copy a link, send a guide email manually, or revoke an invitation. See Team member roles and permissions explained.