In Communication you create a sender address that ends in @host.smoobu.com, with a name you choose in front, for example your property's name. If you don't create one, Smoobu sends from your account's own email address, and guest replies never reach Smoobu and invoices are not attached. Once you save a sender address you can change the name in front, but you can't go back to sending from your personal address.
Set up your sender address
- In Smoobu, go to Experience > Communication.
- At the top of the page, type the name you want into the address field in front of @host.smoobu.com.
- Click Save.
Check it worked
Send yourself a test: open one of your bookings, send a short message from the Reply to Guest box to your own email address, and look at the incoming email. The sender shows your new @host.smoobu.com address. Reply to it, and your reply appears in that booking's conversation in Messages.
Why the Smoobu sender address matters
Three things depend on it:
- Replies come back into Smoobu. Guest replies route into Messages and into the booking's conversation history. Without the sender address, Smoobu sends from your account's own email address, replies go to your personal inbox, and the conversation history in Smoobu stays incomplete.
- Invoices only attach with it. The Add invoice option on a message template only attaches the invoice when the @host.smoobu.com address is set up. Without it, the email goes out without the invoice, with no warning.
- Better delivery. Emails sent on behalf of your personal address go out through a server that is not your own, and some email providers sort such messages into spam. Mails from your @host.smoobu.com address don't have that problem.
Common problems
Guest replies aren't showing up in Smoobu
The most common cause is that no sender address is set up, so guests reply to your personal address instead. Set the address as described above; replies to messages sent after that land in Smoobu. For other causes, see Guest messages aren't arriving in Smoobu.
Invoices aren't attached to your messages
Set up the sender address, and make sure the booking's invoice exists before the message goes out. Both are required; otherwise the email is sent without the attachment.
Can I switch back to my personal email address?
No. Once a sender address is saved, it cannot be removed. You can change the name in front of @host.smoobu.com at any time, but guest emails keep coming from a Smoobu sender address. To write to a guest from your personal email address, use your own email program; note that the guest's reply then arrives there and not in Smoobu.
Related articles
Still stuck?
If these steps didn't fix it, contact the Smoobu team: open the Help menu to open a ticket or book a call slot, or use the chat bubble in the bottom-right corner. To get the fastest answer, please include:
- Your Smoobu User ID (in the profile-icon menu, top right).
- The property name or ID, if it's about one property.
- The Booking ID, if it's about one booking (Bookings, then View more).
- The channel name, if it's about channel sync (Booking.com, Airbnb, Vrbo, and so on).
- A short step-by-step: what you did, what you expected, and what happened.
- Screenshots or a short screen recording of the problem.
- Your browser and operating system, if something looks wrong on screen.
Comments
6 comments
So how do I replace the @host.smoobu.com with my own email address?
Hi Steve,
if you want to use two-way messaging you will need to use the @host.smoobu.com address. If you leave it blank we will use your account mail. But note that this will only allow outbound messaging and messages are more likely to end up in spam.
Best
Philipp
Where do I put the @host.smoobu.com address on the booking portals so that their messages come through smoobu?
Hi Philipp,
I did as you have recommended: I have left @host.smoobu.com address empty so my account Mail could be used, but unfortunately its impossible to send Email when @host.smoobu.com is empty. What is the solution here ?
Thanks
Hi there,
Thank-you for your comment, I happened upon it by chance as this comments section doesn’t alert us of your question.
In the future we recommend you to please open a ticket from your Smoobu session "Help" for quick assistance from the Smoobu team.
Kind regards,
Erika from Smoobu
Thank you so much Erika
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