Summary: Blast Messages allow users to send pre-configured message templates to multiple guests at once using Liquid Variables for personalised content. It is a feature disabled by default, please contact your success manager to enable if needed.
Permissions Required: Role required in AXP to send Blast Messages are Converser, Location Admin, or Brand Admin.
What is a Proactive Template?
A template is marked as Proactive if it meets one of the following criteria:
It is an SMS template that has been manually flagged as "proactive" by the person who created or last edited it.
It is a Meta-approved WhatsApp template — these become proactive automatically once Meta approves them.
Proactive templates are the only templates that can be reliably sent to guests who don't have the mobile app and aren't on a WhatsApp channel.
Steps to Follow When Sending a Broadcast
1. Navigate to Bookings in the left hand side menu.
2. Select the Checkbox next to the relevant Bookings.
3. Click the action ⁝ icon.
4. Then select click the button "Actions".
5. Select the option "Send Template". You will be given all the templates of your property
6. Use the filter to select the template type such as 'Proactive' or 'WhatsApp'. Choose the message template you want to send.
📓 NOTE: Proactive templates are ALL templates that have been activated for Broadcast messaging, including some TEXT Message templates and approved WhatsApp templates that can be used proactively.
7. Fill in any necessary fields within the template.
8. Click the button "Send Template" to dispatch the message.
⁉️ Note: Blast Messages require templates containing a ‘Liquid Variable’. Liquid Variables pull guest or reservation data to auto-populate fields in the template.
A typical Liquid Variable appears in this format:
for example {{profile.first_name}} → Inserts the guest’s first name into the message.
⚠️ Important: if the booking is missing the liquid variable, the message will fail to send to this booking.
💡 Tips: A summary email will be sent to the admin's email address, in which you can tell which one fails to send
How Proactive Templates Work in Broadcast Messaging
When you select Send Template, the template list defaults to showing proactive templates only. This is intentional — it reduces the risk of selecting a template that will fail to send.
Here's how a broadcast message gets delivered depending on the guest and location setup:
ℹ️ Info: Your location channel is set up at deployment stage. To know what channel is selected, check with your location admin to speak with Alliants team.
Guest Setup | Location Channel | Result |
Has mobile app | Any | ✅ Sent via mobile app (any template works) |
No mobile app | ✅ Sent via WhatsApp — only if template is proactive | |
No mobile app | ❌ Fails — if template is not proactive | |
No mobile app | SMS/Twilio | ✅ Sent via SMS (any template works) |
No mobile app | None | ❌ Fails — no channel available |
⚠️ Alert: The system does not automatically fall back from WhatsApp to SMS if the template type doesn't match. The message will fail rather than be sent via a different channel.
Common Questions:
Q: Why can't I see all my templates in broadcast messaging by default?
A: The template list filters to proactive templates by default. This is to help you avoid selecting a template that won't send to guests on a WhatsApp channel. You can switch the filter to show all templates, but this is not recommended unless you're certain your guests are on SMS or have the mobile app.
Q: What makes a template "proactive"?
A: SMS templates are marked proactive manually by whoever created or last edited the template. WhatsApp templates become proactive once they've been approved by Meta and configured as proactive on AXP. A template needs to be proactive to be sent via WhatsApp to guests who don't have the mobile app.
Q: Will the system try SMS if WhatsApp fails?
A: No. AXP does not automatically switch channels. If a guest is on a WhatsApp channel and the template isn't proactive (WhatsApp-approved), the message will fail — it won't retry via SMS. There is no automatic fallback between WhatsApp and SMS.
Q: Can I send any template to guests with the mobile app?
A: Yes. If a guest has the AXP mobile app installed, the message is always delivered via the app, and any template type will work. The proactive requirement only applies to guests without the app who rely on WhatsApp or SMS.
Q: I sent a broadcast and some messages failed. What does "no profile/phone_number/location/channel" mean?
A: This error means the system couldn't find a valid delivery channel for that guest — either the location doesn't have WhatsApp or SMS configured, or the guest has no phone number on file. Check the location's notification channel settings and verify the guest's profile has a phone number.
Q: My location uses WhatsApp. Can I use non-proactive templates for broadcast?
A: No. Non-proactive templates cannot be sent via WhatsApp due to Meta's regulatory requirements. Only pre-approved WhatsApp templates are permitted. If you need to send a specific template via WhatsApp, it will need to be submitted for Meta approval first.
Q: Why some of the bookings' profiles didn't receive the message?
A: It is very likely that the liquid variables used by your template are missing in these profiles / bookings. Please check the profile/booking details and send the message using the template again.
Q: Why am I not seeing this Action option in Bookings tab?
A: This means the feature is not enabled for your property. Please ask your property's manager to contact your Alliants Success Manager to have it enabled.