A guest messaging automation sends messages, creates tasks, or updates reservations automatically, based on rules you define: for example, sending every arriving guest a welcome message with their door lock PIN as soon as they check in. You create automations as a property administrator or operations manager in Mews, in the Guest messenger settings, when you want to take repetitive work off your team and reach guests proactively at the right moment in their stay. Automations run in the background so your team can focus on the conversations that need a human.

 

In this article, you can learn about:

• How to create a guest messaging automation

  • Open the automation editor

  • Build an automation with Copilot

  • Build an automation manually

  • Review and activate your automation

 

How to create a guest messaging automation

Open the automation editor

1. Go to the main menu > Guest messenger.

2. Click Settings in the top right of the Chats page.

3. Open the Automations tab.

4. Click Create guest messaging automation.

The empty automation canvas opens, with two starting options: Add a trigger or Build with AI.

Note: Only guest messaging automations appear on this tab. To see and manage every automation at your property, across all Mews modules, go to Mews Automations in the main menu.

 

Build an automation with Copilot

Copilot builds the automation flow for you from a natural-language description.

1. On the empty canvas, click Build with AI (or open the Copilot side panel if it's already visible).

2. Describe what you want the automation to do. For example: “When a guest checks in, send a welcome message welcoming them to the hotel. Also, include the door lock PIN code in the message.”

3. Click Send.

4. Wait a few seconds while Copilot builds the flow.

5. Review the flow Copilot creates on the canvas.

Copilot builds each step for you: the trigger, any data lookups (such as retrieving a door lock PIN), and the message content. It also drafts the message text based on your description.

 

Build an automation manually

If you want to build the flow yourself:

1. On the empty canvas, click Add a trigger.

2. Choose the event that starts the automation: for example, Guest checks in.

3. Add the next step in the flow. Steps can include:

   • Controls: for example, For Each Guest to run the following steps once per guest in a group booking.

   • Reservations: retrieve data from the reservation, such as door lock PIN codes.

   • Messaging: send a message to the guest, using dynamic values like Guest First Name or Pin codes.

4. Continue adding steps until the flow does what you want.

5. Configure each step in the right-hand panel by filling in the inputs (for example, Guest ID, Reservation ID, and Message).

Note: The available triggers and step types are expanding as Guest Messaging evolves. For the current list at your property, open the trigger picker on the canvas rather than checking a static list here: that way you always see what's live in your version of Mews.

 

Review and activate your automation

1. Review the flow on the canvas from left to right. Make sure the trigger, actions, and message content match what you want.

2. When everything looks right, click Activate in the top right.

The automation now runs automatically every time its trigger fires: for example, every time a guest checks in.

To see what the automation does after it's live, click View logs at the bottom of the canvas.

 

You can now automate the messages and tasks your team does over and over, reach guests at the right moment in their stay, and let Copilot handle the setup work for you.