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What this helps you do

Outbound messages are messages Trellis sends or prepares outside the main reply box. Use them for guest updates, owner notes, vendor coordination, reminders, and workflow steps that need a message.

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Before you start

  • Connect the channel you want to use, such as email, SMS, WhatsApp, Slack, or messages from your property management system.
  • Check that the contact has a valid email address, phone number, or channel profile.
  • Confirm your team is allowed to send from that channel.
  • Review any AI-drafted message before it goes out.

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Where outbound messages come from

Inbox

Send direct replies and follow-up messages from a conversation.

Workflows

Prepare or send repeat messages after events such as bookings, check-ins, checkouts, or task updates.

AI Hub

Let approved agents draft or send messages based on their permissions.

Tasks

Notify teammates, vendors, or managers about work that needs attention.

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Send a message safely

1

Choose the channel

Pick the channel that matches where the guest, owner, vendor, or teammate expects to hear from you.
2

Check the recipient

Confirm the name, email address, phone number, or channel profile.
3

Review the content

Check names, dates, prices, property details, and any promises before sending.
4

Send or save for approval

Send the message if it is ready, or route it for approval if your workflow requires a manager review.

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Attachments

Some channels support attachments. Keep files small, useful, and appropriate for the recipient. If a file will not send, try a smaller file or use a channel that supports that file type.

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How to check it worked

  • The message appears in the related conversation, task, workflow run, or activity history.
  • The recipient and channel are correct.
  • If approval was required, the message shows who approved or denied it.
  • If a send failed, Trellis shows the failure so your team can fix the contact or channel.

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Common problems

Check the channel connection, recipient details, and attachment size. If it came from a workflow, open the run to see which step needs attention.
Check their role and channel permissions in Settings > Permissions.
Review the pending approval in the workflow or activity area. Approve it only after checking the recipient and message content.

Inbox

Reply to active conversations.

Workflows

Build repeat message steps with approvals.

AI Hub

Manage AI message permissions.