SMS Messaging Launch Documentation

Launch Date: Thu, July 17th

We’re excited to introduce SMS messaging — a powerful new communication channel built right into Uplisting! Hosts can now start and maintain two-way SMS conversations with guests, directly from the mobile app or web browser (in the Unified Inbox), using an Uplisting phone number.

---

🎉 What’s New?

• Two-way SMS messaging: Hosts initiate a message and guests can reply.
• Regional Uplisting phone numbers: Seamless guest communication using Uplisting’s phone number (no need to share personal numbers). Phone numbers intelligently matched to guest’s phone number globally (sent from the closest region among US, UK, Australia & Spain).
• Unified Inbox and Single Thread: All guest messages — SMS, OTA, email — appear in a single, threaded conversation in the Unified Inbox.
• Message method & status visibility: See whether a message was sent via SMS or email and if it was delivered or failed.
• Full length & method control: SMS messages capped at 160 characters (SMS technology limitation). Hosts can import or create templates and trim content as needed.
• Free with subscription: Included in host subscription at no extra charge (within a reasonable usage limit).
• Mobile app SMS functionality launching soon

⚠️ Important:
Due to regulatory requirements in certain regions (e.g., the United States), guests must opt-in or provide explicit consent before receiving text messages from hosts.

✉️ How to Send and Receive SMS messages

1. Get guest phone number & consent, if not already provided (see Images 2 and 3 below) a. Phone number imported automatically from Airbnb and direct bookings; otherwise, can be collected by sharing the booking form
   b. Consent is required to text the guest and can also be collected via the booking form.
   i. When selecting the SMS option in the Unified Inbox, hosts will see the status of consent; if consent hasn’t been given, they will have the option to share the booking form directly from the Inbox
   ii. We’re also working on an automated template, so hosts can trigger an automated message to gather contact details and SMS consent automatically

2. Send an SMS (see the Image below)
   a. Start from web or mobile unified inbox.
   b. Choose SMS method (default is last-used).

   Image 1 – Inbox and Message Thread

   

   
   
   

3. Get guest phone number, if not available, see images 2 and 3 below.
   a. Automatically imported from Airbnb and direct bookings.
   b. If missing:
   i. Share a guest link to collect the number (available in the summary tab of the guest profile/booking page in Uplisting), or
   ii. Manually add/edit it in the UI (in the Details tab of the guest profile/booking page).

   Image 2 – Booking Summary tab

   

   Image 3 – Guest Details tab

   

   
   

4. Type message or import a template, review to stay under 160 characters, and send.

5. The UI will show the status of the SMS (i.e. delivered vs. failed).

6. Guest replies
   a. Replies are sent to the Uplisting number and appear in the host’s Unified Inbox with a “via SMS” tag.

7. Hosts can switch communication methods
   a. The full conversation is kept in one thread, regardless of method — all SMS and other channel messages are merged per guest.

---

Country Mappings

Important Note: we use a phone number that most closely matches the region of the guest’s phone number (as mapped in the table above), regardless of where the listing is located, to minimize costs for the guest.