Create a mailing

A one-time mailing is built in six steps: Content, Audience, Channels, Test, Review and Launch. Start with New mailing on the Mailings page and choose One-time mailing.

Nothing is sent until the last step, and only after you confirm it there. Continue saves the draft and moves on; Save draft saves without moving. You can close the window at any point and come back to the draft from the list. If you close it or switch steps with unsaved changes, Greetio asks whether to save first (Save and close, Close without saving).

1. Write the message

Give the mailing a Name — guests never see it, it is for your list. Then write the Message, up to 10,000 characters.

Personalization tags under the text insert values that are filled in for each guest when the message goes out:

Tag	Filled with
The guest's name	The name in the guest profile
Check-in date	Arrival date of the guest's booking
Check-out date	Departure date
Room type	The booked room type
Reservation total	The booking's total amount

If a guest has no booking, booking tags come out as a dash.

Templates opens your saved answers — the same ones as quick replies in the Inbox. Pick one to copy its text into the mailing, or give the current text a Template name and Save as template to reuse it later. The mailing keeps its own copy: editing the template afterwards does not change the mailing.

Write in several languages

The main text is in your property's main language. Add language adds a version in another language; each guest gets the version in their own language, and anyone without a matching version gets the main text. Remove language deletes a version.

2. Choose the audience

All filters are optional; with none set, the mailing goes to every guest.

Filter	What it matches
Tags	Guests who have all the tags you list
Guest languages	Language codes from the guest profiles, comma-separated — for example en, uk, it
Booking selection	Any, Has any reservation, Never had a reservation, No active reservation, Has a reservation matching the filters

Has a reservation matching the filters adds three more fields: Booking statuses (Tentative, Confirmed, Booked, Checked-in, Checked-out, Cancelled, No-show), Check-in range and Check-out range. For example, check-in range next Monday to Sunday and status Confirmed finds everyone arriving next week.

3. Pick the channels

Tick the channels to use and drag them into the order you prefer — the Channel priority. For each guest Greetio tries the first ticked channel the guest can be reached on; if that one cannot deliver, it tries the next.

The editor offers Telegram, Instagram and Facebook.

4. Send yourself a test

Testing is optional, but it is the only way to see the message exactly as a guest will. Choose a Test channel and contact — a messenger account connected to one of your departments — and Greetio shows the Exact test message. Send real test sends it for real. If you have unsaved changes, the button reads Save and test.

A test belongs to the version it was sent for: after you edit the message it is marked as out of date.

If the list is empty, nobody in your departments has connected a messenger for the channels you picked. A department manager can do it under Set up a department test contact.

5. Review the recipients

Greetio now builds the list of guests who match. Selected recipients shows how many, and below it every guest with the channels they can be reached on.

• Untick guests you want to leave out, or use Select all and Clear selection.
• Search guests finds someone by name.
• Preview next to a guest shows their personalised message.
• Show 100 more loads the next part of a long list.

At least one guest must stay selected. Confirm recipients moves on. The actual number of messages may still be lower: channel availability and restrictions are checked again at the moment of sending.

6. Send or schedule

Without anything else, the button reads Send now. To send later, tick Schedule for later and set the Date and Time; the time is in your property's time zone, shown above the fields, and the button changes to Schedule mailing. A time that does not exist or occurs twice because of a clock change is flagged, and you pick which one you mean.

If you went back and changed something after confirming the recipients, the button becomes Review recipients and takes you back to step 5 first.

Follow the results

Once a mailing has started, clicking it in the list opens its results.

Four counters sit at the top: Matched, Queued, Sent and Undeliverable. "Sent" means the messenger accepted the message — not yet that the guest's phone received it.

Guest outcomes lists every recipient, with search and a status filter:

Column	What it shows
Guest	Name, linked to the guest profile
Channel	The channel that was used
Outcome	Pending, Sent, Delivered, Responded, Failed, Undeliverable or Cancelled
Reason	Why it did not go through, with a link to fix it — Open guest profile or Configure channels
Message	View shows the exact text this guest got
Actions	Opens the conversation in the Inbox

Refresh reloads the numbers. Create copy starts a new draft from this mailing. While a mailing is scheduled or sending, Cancel mailing stops the remaining deliveries; messages already sent cannot be recalled.

Activity history at the bottom records who created, edited, tested, launched or cancelled the mailing, and when.

Channel limits

Messengers do not let a business write to anyone at any time. These rules come from the messengers themselves, and a guest they exclude shows up as Undeliverable with the reason:

Channel	Who can be reached
Telegram	Guests who have written to your Telegram bot. Through a Telegram Business connection, only within 24 hours of the guest's last message.
Facebook, Instagram	Only within 24 hours of the guest's last message.

On top of that, Greetio skips guests who are blocked, who opted out or are suppressed on the channel, and guests with no account on any channel you picked.

Current limits

• Three channels. Viber, WhatsApp, the website chat, Threads and TikTok cannot be used for mailings.
• No retry for failed guests only. To try again, create a copy and narrow its audience yourself.
• No export. Results are viewed on screen and cannot be downloaded.