OwnerRez comes with a large array of built-in system message templates for routine situations, like payment receipts, payment requests, quotes, date changes, and many other things. These work similarly to the Email Templates and Triggers that you can program yourself, but are automatic. The system messages are found under Settings > System Messages.
Customizing System Messages
The System Messages are intentionally designed to be fairly generic and generally suited. Most OwnerRez users simply leave them as they are.
Individual messages can be turned off by clicking the Action dropdown button next to the message, and choosing Turn Off. Messages which have been turned off will not be sent, but can be turned back on again via the Action dropdown button.
To replace the default system message with a customized message template, click the Action dropdown button next to the message and select Change Message. This will open an email template editing window, pre-populated with the default system message, but which you can edit and save. Your saved changes will be stored as a custom Email Template, and will be used for that system message in place of the default message.
Automatically Sent vs. Manually Sent
These are frequently sent because they go out for all direct bookings, and Vrbo API reservations, at the time of booking:
Booking - Send Confirmation to Guest - Used with Direct Bookings and reservations made via the Vrbo API.
Lease - Send Archive Copy to Guest - Sent to the guest when a Renter Agreement is signed.
Payment - Send Receipt to Guest - Sent whenever a Direct Booking or Vrbo API guest makes a credit card or PayPal payment.
This one is also frequently sent if you are not using automatically scheduled payments via credit card:
Booking - Send Payment Reminder to Guest - Sent to guests when a payment is due but there is no valid credit card on file.
This does not apply to bookings through sites such as Airbnb where the channel is collecting all payments.
This one is sent if you have security deposit holds enabled but don't have a scheduled card on file for that booking:
Booking - Send Security Deposit Reminder to Guest - Used for guests when their Security Deposit is due but they do not have a credit card on file.
Some are infrequent and only sent in certain rare circumstances. For instance these:
Booking - Send Property Changed to Guest
Booking - Send Dates Changed to Guest
Booking - Send Cancellation Notification to Guest
These three are only automatically sent if there is an API integration with a channel that notifies us when a booking has changed properties or was canceled. That's a pretty rare thing, but could happen depending on the booking and channel integration.
These are never automatically sent under any circumstance:
Booking - Send Payment Request Form to Guest
Booking - Send Review Form to Guest
Booking - Send Security Deposit Request Form to Guest
Booking - Send Travel Insurance Form to Guest
Booking - Send Booking Clean-Up Form to Guest
Refund - Send Receipt to Guest
Refund - Send Void Receipt to Guest
They are presented to you as an option in response to an action you take. For instance, if you needed to collect additional funds from a guest who does not have a credit card on file, you would select "Email" from the menu in the booking, then select "Compose New Email" from the bottom of the screen, then choose "Switch To Template". You'll be given a list of system messages, from which you'd most likely pick "Send Payment Request Form to Guest." You can then send the system message as-is, or modify it before sending.
A number of System Messages are never sent automatically to Airbnb guests because they don't apply. These include Booking - Send Confirmation to Guest, and all the emails relating to Payments. This is because Airbnb guests don't pay via OwnerRez, they pay Airbnb, so collecting their money is out of our hands.
There are also two built-in system messages that can't currently be changed and don't show up in the list -- scheduled payment failure and scheduled security deposit failure. If a payment or security deposit is scheduled and fails to process (credit card is declined), then the guest and you, the OwnerRez user will both get a failure email automatically. The guest's email has the payment link so they can update their card. Right now this is hardcoded for the same reason as above -- we don't want to get in a case where people accidentally remove those messages or remove the payment link on those templates and then the guest is not getting the messages they should, or doesn't have a link they can go to resolve the situation.