The follow-up checks back with the guest, through an automatic message, about a sent offer that the guest has not booked yet. The scheduled and sent follow-up messages are under Autopilot › Follow Up. In some hotels, the “Autopilot” menu shows the item “Auto Messages” instead of “Follow Up”. There, the follow-up is on the “Follow up” card, with the tabs “Messages”, “Report” and “Settings”.
Example: Follow up automatically on an open offer
Under Autopilot › Follow Up, the “Follow Up” list opens with the scheduled and sent follow-up messages.
Under Settings › Messaging Automation, in the “Offers” box, enter the hours in the field “Send follow up (read offers) after”, for example 72, and save the settings.
Send an offer to a guest. When sending, the “Follow up on” field shows a suggested date. In the example, the suggestion is left as it is.
ReGuest schedules a follow-up message for the offer.
If the guest books before then, ReGuest deletes the follow-up message.
The guest's follow-up message then appears in the “Follow Up” list, with the status “sent” after sending.
The pages in detail
List “Follow Up”
The list shows the scheduled and sent follow-up messages with the columns “Send automatically”, “Guest”, “Offer created” and “Arrival”. Every message has one of seven statuses: “ready”, “paused”, “sending”, “sent”, “error”, “skipped” and “stopped”.
“skipped” means: the guest had not yet read the offer at the scheduled time, or “Do not send follow-up messages” is set in their profile.
“stopped” means: the day before arrival has been reached, the offer has expired, or the guest was deleted. A stopped message cannot be resumed.
“Send now” sends a follow-up message immediately, without waiting for the scheduled time. This only works for a message with the status “ready” or “paused”.
Page “Follow up for …”
The page shows a single follow-up message: when it goes out, under “Will be sent on” and “Time”, and its text under “Title” and “Message”.
“Set on pause” halts the message.
“Resume” continues a paused message.
“Send now” sends it immediately.
All three only work for a message with the status “ready” or “paused”.
The text comes from the template. It supports placeholders for the salutation, the guest's name, the author's name and the expiry date of the offer. Via “Change the content for this guest...”, you can change the text for this one guest. The changed text then stays as it is until sending, even if the template changes.
Setting under Settings › Messaging Automation
In the “Offers” box, the field “Send follow up (read offers) after” sets after how many “hours” ReGuest follows up. The scheduled time of a follow-up message is at the earliest 8 hours after the moment ReGuest schedules it.
The value 0 switches the follow-up off: ReGuest no longer schedules new follow-up messages. Messages already scheduled still go out.
In the offer
When an offer is sent, the “Follow up on” field shows a suggested date. There you can change the date or choose “no follow-up”.
In the view of an offer, “Schedule follow-up” in the “Automation” box schedules a follow-up message by hand.
Prerequisites
‘Follow Up’ belongs to the Offers licence module.
If the module is licensed, access to it is enabled for specific users through their role. The following need their own access in the role: saving the field “Send follow up (read offers) after”. Roles are managed by ReGuest support.
Frequently asked questions
How often does ReGuest follow up on an offer? At most once per offer.
Why did no follow-up message go out? If the message in the “Follow Up” list shows “skipped”, the guest had not yet read the offer, or “Do not send follow-up messages” is set in their profile. If it shows “stopped”, the day before arrival had been reached or the offer had expired. If the guest has already booked or a new offer went out in the same request, ReGuest has deleted the message. A message with the status “ready” or “paused” can be sent immediately with “Send now”.
Why is no follow-up message scheduled? If the field “Send follow up (read offers) after” contains a 0, ReGuest schedules none. The hotel enters the hours there under Settings › Messaging Automation in the “Offers” box. By hand, “Schedule follow-up” in the offer's “Automation” box schedules a follow-up message. A message is also only created if there is a text for the follow-up. ReGuest support can tell you whether the follow-up is set up for the hotel.
Can a single guest be excluded from the follow-up? Yes, with “Do not send follow-up messages” in the guest's profile. For a single offer, choose “no follow-up” when sending.
Do follow-up messages still go out when the field is set to 0? Yes, the ones already scheduled. The value 0 only prevents new ones. A single scheduled message can be halted on its page with “Set on pause”.
As of: 2026-10-24.