With global messages, the hotel shows guests a notice in the guest area and in the Website Messenger, or sends an automatic reply to guests who write outside the staffed hours. There are two types for this: “Permanent” for a notice and “Autoresponder” for the automatic reply. The tab is under Settings › Hotel Configuration › Global messages.
Example: Reply automatically to guests outside the staffed hours
A hotel's reception is staffed during the day on weekdays. Anyone who writes in the Website Messenger in the evening or at the weekend should get an automatic reply.
Open global messages. Open Settings › Hotel Configuration › Global messages. The page shows the list “Global Messages and Announcements”.
Create a new message. Select “Add”.
Choose the type. Under “Type”, select “Autoresponder”. The type can only be chosen now, when the message is created.
Enter a name. Under “Internal name”, enter a name, for example “Reply outside reception hours”.
Set the staffed hours. In the weekly schedule, tick the weekdays on which the reception is staffed. When a day is ticked, “Start” and “End” show 08:00 and 20:00; adjust these times to the reception hours. During these times the autoresponder does not reply.
Write your own text, if you want. Without its own text, the autoresponder replies with the default text “Thank you for your message! …” and the next response time. For your own text, switch on “Customize the content of the message” and, under “Message content”, enter the text for each active language.
Create. Select “Create”.
Result. Guests who write in the Website Messenger outside the staffed hours get this reply at most once per hour.
The pages in detail
Global Messages and Announcements
The list shows all of the hotel's global messages with the columns “Status”, “Internal name”, “Period” and “Message content”. With the licence module Channels › Website Messenger, the column “Type” is added. If there are none yet, it says “No global messages exist yet.”
“Status” shows whether a message is “Currently displayed”, “Deactivated” or “Archived”.
New global message and Edit global message
Both have the same fields. What they show depends on the “Type”.
“Type”. There are two types to choose from, and the type can only be chosen when the message is created:
“Permanent” shows a notice in the guest area and in the footer of the Website Messenger. As long as such a notice is active, “Active global message” appears at the top of the header.
“Autoresponder” replies to guests who write outside the hours staffed in the weekly schedule. In the Website Messenger it replies at most once per hour, and not while the chatbot itself is replying. Via WhatsApp it replies only when the chatbot does not reply, and at most once in 24 hours per guest and building. Via Facebook Messenger and Instagram it does not reply.
“Visualization period from” and “until” set the period during which the message is active. Both ends are optional. “Remove period” appears as soon as a display period is set, and clears both fields; after saving, the message applies with no time limit. If the period overlaps with that of an active message of the other type, the notice “Period overlaps with the period of another active message.” appears as a warning.
“Message content” exists for each language. For “Permanent” the field is always visible, and the content must be entered in every language. For the “Autoresponder”, the switch “Customize the content of the message” shows the field for each active language; without your own text, the default text with the next response time applies.
Weekly schedule with “Start” and “End”. Only for the “Autoresponder”: for each ticked weekday, “Start” and “End” set the staffed time.
“Preview”. Only for the “Autoresponder”: for a chosen weekday, a time of day and a language, it shows the text the autoresponder would send at that moment, or “No message” if the time is staffed in the weekly schedule.
Buttons. “Create” creates a new message, “Save” saves an existing one. A message cannot be deleted; “Archive” archives it. An archived autoresponder no longer replies.
Prerequisites
‘Global messages’ does not need a licence module of its own. With Channels › Website Messenger, the column “Type” is added to the list of global messages.
Access to ‘Global messages’ is enabled for specific users through their role. Roles are managed by ReGuest support.
Frequently asked questions
Why does the autoresponder not reply? There are several reasons for this:
The time is staffed in the weekly schedule. Check the message's “Start” and “End”.
The message is outside its display period. Check “Visualization period from” and “until”.
The message is deactivated or archived. The list's “Status” column shows this. ReGuest support can tell you how to activate the message again.
The chatbot is replying itself. As long as the chatbot is replying, the autoresponder does not reply.
The autoresponder has already replied to this guest recently: in the Website Messenger within the last hour, via WhatsApp within the last 24 hours.
The guest is writing via Facebook Messenger or Instagram. The autoresponder does not reply there.
If none of these points helps, ReGuest support can give you information.
Can the type of a message be changed later? No. The “Type” can only be chosen when the message is created.
Can a global message be deleted? No. A message can only be archived.
Why is the “Type” column missing from the list? The column is added with the licence module Channels › Website Messenger. ReGuest support can tell you whether it is set up for the hotel.
Why is the “Global messages” tab missing? Access to ‘Global messages’ is enabled for specific users through their role. Roles are managed by ReGuest support.
As of: 2026-10-29.