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Start in Inbox to message a guest, owner, vendor, or teammate. Use a workflow for messages triggered by booking events or a schedule.

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Before you start

The sending account must be connected and available to your role. Check the recipient’s contact method and the channel you intend to use. For WhatsApp Business, a message outside the customer service window may require an approved template; see Connect WhatsApp.

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Where outbound messages come from

  • Inbox: start a conversation, reply, or schedule a follow-up.
  • Workflows: prepare or send messages after an event or schedule, with the approval rules you configure.
  • AI Agent: draft or send within the agent’s permissions. Drafts wait for review or sending.
  • Tasks: share an approval request or coordinate work with the people involved.

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Send a message

Start an outbound message in Trellis
In Inbox, start a new message, choose the recipient, then select an available channel such as email, SMS, or WhatsApp. Check the destination address or number before writing. To reply through Airbnb or another booking channel, open the existing supported reservation conversation; the new-message composer does not create a new Airbnb thread.
Choose the reply channel in Trellis
In an existing conversation, check the channel selector beside the composer. One person may have messages from several channels, so the visible history alone does not tell you where your next reply will go. Review the property, dates, and any promise in the message, then send or submit it for the approval your process requires.

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Schedule a message

Schedule a message in Trellis
Use the scheduling option beside Send when the message should go out later. Review the selected date and time and confirm the scheduled message. A scheduled message is intended to send; a conversation reminder brings the conversation back for your attention.

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Choose the sender for owner approval email

In Settings > Message templates, open Owner Approval > Email and choose the Default email sender. Trellis prefills that address when someone shares an owner approval request by email. Before sending from a task, review the From field. You can choose a different connected email address for that request without changing the saved default. This setting applies only to owner approval emails and does not replace the workspace-wide default email sender.

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Attachments

Add only files the recipient needs. Attachment support and size limits depend on the channel. If sending fails, review the error and use a supported file type or a smaller file before retrying.

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Check message delivery

Find the message in its conversation or the workflow run that produced it. Check the recipient, channel, and send status. A draft, scheduled item, or pending approval is not a delivered message. If the result is uncertain, inspect the existing attempt before sending again.

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Common problems

Read the failure shown on the message. Check the channel connection, recipient details, and any attachment. For an automated message, open Workflows > Runs to find the failed or waiting step.
Ask an administrator to check their role and channel access in Settings > Team & Permissions. Seeing a conversation does not always grant permission to send from every connected account.
Open the pending request and review the recipient and text before deciding. For messages that must never send without approval, also check the workflow’s timeout behavior.