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Using Conditional Message Blocks

Understand Dynamic Message Blocks

Dynamic Message Blocks let you create one template that automatically adjusts its content based on each guest’s reservation details.

A few key concepts:

  • A message block is a chunk of text inside your template that can show or hide based on rules you set.

  • A condition is the rule that decides when that block appears (for example, only for OTA bookings).

  • Dynamic Message Blocks are available in:

    • Email templates

    • ThinkMessenger (text message) templates

  • The setup process for email and ThinkMessenger is almost identical. Once you learn it for email, you can repeat it in ThinkMessenger.

Important formatting rule:

Message blocks do not automatically add spaces or line breaks.

  • If you want a block to behave like a full paragraph, include two line breaks in the block. One line break for a new line, and an additional line break to space the paragraph.

  • If you want a block to replace a single word in a sentence, do not add extra spaces or line breaks. You control all spacing in your text.

Grasp How Dynamic Message Blocks Work

Think of a dynamic template as:

Base message + optional message blocks that may or may not appear.

Everyone gets the base message - The conditions control what text, not if they get a message or not.

When a message is sent:

  1. ThinkReservations looks at the reservation details.

  2. It checks each block’s conditions.

  3. If the reservation meets those conditions, that block’s content is inserted into the message.

  4. If it does not, that block is skipped.

A few things to understand about behavior:

  • Order matters

    • Blocks are evaluated in the order they appear in the template.

    • This mainly matters if you place multiple blocks in the same part of the message.

  • Multiple blocks can show

    • If more than one block’s conditions are met, each matching block can appear.

    • You can use this to stack relevant information (for example, both a seasonal note and a rate-type note).

  • No match means no extra content

    • If a reservation does not meet any conditions for a section, guests will only see your base message blocks.

    • This is why it is helpful to keep an “always visible” block or base text for key information: a block with no conditions.

  • Inline vs paragraph use

    • Because blocks do not add spaces or line breaks, you can:

      • Use a block as a single word or phrase inside a sentence.

      • Use a block as a full paragraph by including line breaks in the block content as needed.

Confirmation Email Example

Confirmation Email with a unique message for OTA guests versus those who book directly. We highlight where a line break is because it's otherwise difficult to see, but it's essential to make sure that the final email is rendered correctly.

Create a Dynamic Template

Use this section if you are starting from scratch with a new template.

  1. Navigate to Message Templates or Email Templates in ThinkReservations.

  2. Create a new template.

  3. Write your first base message content in the block content field.

    • Assumes you will start the message to include content that should apply to every guest.

    • Leave space (or plan your sentence) where you want dynamic content to appear after. (Two line breaks for a new paragraph.)

  4. Next, let's add a conditional block. Add a new Block using the “Add Block” button.

Configure Conditions for the Block

Now you will tell ThinkReservations when this block should appear.

  1. Inside the block, click the Add Condition button.

  2. Choose a condition type:

    • Channel (Booking Engine, Booking.com, Expedia, Airbnb, VRBO, etc.)

      • "Booking Engine" means a direct reservation made online with the channel of either Online or Online - Mobile.

    • Rate type

    • Room type

    • Item

    • Promotion

    • Booking date

    • Stay date

    • Repeat Customer

    • Custom Attribute (this option presents an additional field to choose which attribute)

  3. Set the operator: (options available depend on chosen condition type)

    • in

    • not in

    • is between

    • is empty

    • is not empty

  4. Set the parameter(s). Note that you can include multiple items in your list or not in your list.

  5. (Optional) Add additional conditions for more specific scenarios.

    • For example: Channel in Booking Engine and Rate type is Romance Package.

      Please note: Multiple conditions behave like AND.
      All must be true for the block to display.

  6. Repeat to add additional blocks to build your template as needed. You can add an unlimited number of blocks.

  7. Save the template to commit your changes.

Preview and Test Your Template

Before you turn the template on, test it with realistic reservation data.

  1. Open an existing reservation who booked direct.

  2. Click the email button and select your newly updated template.

    • Confirm the direct-only block appears and sentences read correctly.

  3. Check spacing and line breaks.

    • Look for missing spaces or awkward double spaces around blocks.

  4. Adjust block content or conditions until the message reads naturally in all cases.

Next steps for you to get more out of dynamic message templates:

  • Advanced condition strategies (combining channel, stay dates, and rate type).

  • Building seasonal and event-based messaging using date conditions.

  • Best practices for organizing large sets of dynamic templates.

  • A deeper troubleshooting guide for complex templates.

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