Airbnb has announced, that by mid August of 2020, they will be retiring the guest email feature. This impacts several features and use cases within Track.
We rely on email provided by the guest email feature to support secure messaging. Airbnb does provide another method to integrate with messaging on the Airbnb platform. We are planning to release a product change Tuesday, July 28 2020 to support this. While we are attempting to make the transition as smooth as possible, action will be required on your part for this feature to continue working.
PMS Connected Accounts - Accounts connected as a distribution channel will immediately receive new messages via the API integration. Your connection will need to be refreshed in order to send messages on those threads. Please review our guide to refresh your connection.
CRM Accounts - You will continue to receive messages via email until you connect your account with track. This must be done before airbnb disables the email feature to ensure that the service will not be disrupted. Please review our CRM Accounts guide to refresh your connection.
All Accounts - Once the connection is made, we will continue to forward email received from airbnb based on your configured rules. We expect to remove this support sometime after the feature is removed by Airbnb. You may change the email address on your Airbnb account from a track email to an email box that you prefer to receive Airbnb communication.
Please Note: You may duplicate threads in some cases. This occurs if a thread originated in email an additional messages were send after the connection was changed. Use the new thread for all communication going forward, it will contain all previously sent messages.
As part this change, Airbnb is removing the proxy email from all new reservations. This will affect any process that involves that email address. Such as:
- Email Communication
- Automations Send Via Email
- Guest App Access
Over the next several months we will continue to make improvements to these process to reduce any impact that this change may cause.
***TRACK does not control this or any other OTA connection and only receives what Airbnb sends us, we can not force any action or send of Airbnb information to TRACK. Please contact your Airbnb account rep for assistance with Airbnb host actions or settings.
Feel free to contact our support team with any TRACK specific questions.