Messaging best practices — tone, timing, and templates
When to message, what to say, and how to keep every guest feeling looked after without burning out.
The five moments that matter
Booking confirmed (within 1 hour). Sets the tone — warm and human, not corporate.
24 hours before pickup: address, parking notes, what to do if they arrive early.
1 hour before pickup: 'on my way / see you there.'
Mid-trip check-in (long trips only): 'everything good?' Skip on trips under 3 days.
Right after return: thank you + nudge for a review.
Templates with variables
Dashboard → Messaging → Templates. Use {{guest_first_name}}, {{pickup_time}}, {{vehicle_name}}, {{return_address}}. We auto-fill them when you tap Insert template.
Keep templates feeling personal: one variable greeting, two sentences of real talk. A template that sounds like a robot earns 4-star reviews even when the trip was perfect.
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