Templates define the languages in which Smartbnb can send messages.
Smartbnb is multilingual by design.
A guest who views your Airbnb profile in one language should get a reply in that language. If you have the chance to speak several languages, you should probably configure Messaging to support them.
Rules define the "moment" when a message is sent. That moment can be an Event (for example, receiving a new inquiry), or a time (such as 3 days before check-in). Templates are the actual message that will be sent, in the most suitable language for each guest.
Pre-loaded setup to help you get onboard
Automating shouldn't have to take time. This is why Smartbnb comes preloaded with battle-proven templates that are known to work great.
In order to show you that Smartbnb is multi-lingual, we provide you with templates in English and in French.
What happens if your guests write to you in a language for which you have no support?
In that case, or when something goes wrong with our language detection, your message will be generated in your fallback language.
You can change your fallback language in your Messaging Settings. By default, it is defined to be English, but you can switch to any other supported language.
Add support for a new language
Within the rule editor, you can very easily add support for one language.
Just select the Add Language tab, and then select the language for which you want to be able to send messages.
We will automatically translate the template from English (or your fallback language) with Google Translate. Please review this template and make it yours!
Which language is used for a guest?
Default: language in which the guest is viewing your listing
Before any message is prepared, we will detect the language in which the guest is viewing your listing. This is the same language that they would have selected to view Airbnb's interface, receive emails, and ultimately pay for the booking.
We believe the language your guest has chosen is the best language to address them if you have added support for that language.
In that case:
- If you have added support for the language in which a guest has viewed your listing, Smartbnb will send a message in that language;
- If you haven't created a template for the language in which a guest has viewed your listing, Smartbnb will send a message in your "fallback" language.
Option: prioritize the language of the conversation
On occasion, using the language in which a guest is looking at your listing can lead to surprising results from your perspective. A guest may be writing to you in one language, but Smartbnb would reply in another because the guest's "best language" is not the language of the conversation. This can create some surprise for the host or the guest. We are sure the surprise will be a pleasant one for your guest.
If you would like to reduce the chance for a surprise, you can configure Smartbnb to use the language of the conversation instead. This means we will detect the language of the guest's message.
You can activate this optional setting in your Settings & Subscription page;
With this setting activated:
- If you have added support for the language in which a guest is sending you a message, Smartbnb will send a message in that language;
- If you have not created a template for the language in which the guest is sending you a message, Smartbnb will send a message in your "fallback" language.
This method has limitations too. For example, a host in France is likely to receive a message starting by "Bonjour..." with a few words in French, although the rest of the language may be in English. Under that situation, it's possible that the message will be identified as being written in French, and Smartbnb would reply in French, although a message in English would have been more suitable.
Validating the templates
How can you be sure that the templates are working as expected? Use our simulation tool and find out.