# Origamy playbook spec v1. Reference: /playbooks/spec-format/ spec_version: 1 id: hospitality.pre-arrival title: Pre-arrival messages for guests sector: hospitality source: kind: synthesized notes: >- No hotel, guesthouse or host has built this with us yet. Written from the base patterns: a check-in date kept on each guest (from a synced sheet or a staff form), segments on that date and a daily schedule over each. The idea comes from what hosts already send by hand the day before a stay: directions, check-in time and a number to call. derived_from: null vocabulary: person: guest people: guests group: front desk summary: >- The day before a guest arrives, sends them directions, the check-in time and your number. On the morning of arrival, a short "we're ready for you". Optionally gives your front desk or host a task to prepare the room. Never includes door codes or Wi-Fi passwords. when_to_use: - You run a hotel, guesthouse, serviced apartments or short-lets, and guests often ask the same arrival questions. - Your reservations are in a Google Sheet or Excel file, or your front desk can type them into a short form. - You want fewer "where are you?" calls on arrival day. requires: data_in: - how: sheet_sync what: "Your reservations sheet, synced every hour as People: guest phone, email, check-in date, check-out date and room or unit." - how: staff_form what: "Or the Reservation form this playbook creates, which the front desk or host fills in for each booking (matched by phone)." channels: - channel: sms for: The day-before and arrival-day messages needs: An SMS provider, or Origamy managed SMS after business verification (KYC). - channel: whatsapp for: The same two messages, if you answer yes to WhatsApp needs: A connected WhatsApp Business number, and both templates approved by Meta. events: [] traits: - check_in_date - check_out_date - unit parameters: - key: org_name ask: true question: What should messages call your property? label: Property name type: string example: Northwind Guesthouse - key: checkin_time ask: true question: When does check-in start? (as guests should read it) label: Check-in time type: string example: from 2pm - key: host_phone ask: true question: Which number should guests call or message on arrival day? label: Host phone type: string default: "{{ workspace.phone }}" - key: directions_url ask: true question: What link gives directions to the property? (a map link or a page with a short guide) label: Directions link type: url example: https://maps.example.com/your-property - key: use_whatsapp ask: true question: Should these messages go by WhatsApp instead of SMS? help: Needs a connected WhatsApp Business number and Meta-approved templates. label: Use WhatsApp type: boolean default: false - key: prepare_task label: Give the host a task to prepare the room the day before type: boolean default: false - key: host_team label: Team that prepares rooms (when the task is on) type: team_name default: Front desk - key: day_before_time label: Time of the day-before message type: time default: "10:00" - key: arrival_time label: Time of the arrival-day message type: time default: "08:00" - key: default_country label: Default phone country on the form type: country_code default: "{{ workspace.country }}" - key: timezone label: Time zone for the daily runs type: timezone default: "{{ workspace.timezone }}" - key: greeting_fallback label: Greeting when a first name is missing type: string default: there timings: - At {{ params.day_before_time }} the day before check-in (the run is daily, in {{ params.timezone }}), each arriving guest gets directions, the check-in time and your number. - At {{ params.arrival_time }} on the day of check-in, a short "we're ready for you". - If the preparation task is on, the host team gets it at the same time as the day-before message, due in 12 hours. customer_must: - "Keep the check-in date (a date like 2026-12-01), the check-out date and the room or unit on each guest, either as columns in your synced sheet named check_in_date, check_out_date and unit, or through the Reservation form. For a cancelled stay, clear the check-in date so the guest gets nothing." - "Publish the Reservation form and bookmark it on the front-desk phone or computer (skip this if you use a sheet)." - "If you chose WhatsApp: connect your WhatsApp Business number and submit the two templates (pre_arrival_directions and pre_arrival_ready) for Meta approval before switching the follow-ups on." - Add people to the {{ params.host_team }} team if you switch the room preparation task on. If you host alone, put yourself in it. - Connect an SMS provider or finish business verification, switch the follow-ups on and test with your own phone and a reservation for tomorrow. - Do not put door codes, Wi-Fi passwords or the exact room in any message. Share those when the guest arrives. objects: - ref: team_host kind: team when: { param: prepare_task, equals: true } about: Prepares the room the day before a guest arrives. body: { name: "{{ params.host_team }}" } - ref: form_reservation kind: form about: Staff form to record a reservation, matched to the guest by phone. Skip it if you sync a sheet. body: name: New reservation slug: new-reservation description: Front desk or host only. One entry per booking. draft_state: version: 1 meta: { layout: classic, submit_label: Save reservation, success_message: Saved. } pages: - id: p1 title: Reservation description: Enter the guest's details and dates. fields: - { id: f_first, key: first_name, type: short_text, label: Guest's first name, required: true, maps_to: { mode: custom, key: first_name, trait: true } } - { id: f_phone, key: phone, type: phone, label: Guest's phone, required: true, maps_to: { mode: mapped, slot: profile.phone }, config: { country_picker: true, default_country: "{{ params.default_country }}", verify: "off" } } - { id: f_email, key: email, type: email, label: Guest's email (optional), required: false, maps_to: { mode: mapped, slot: profile.email } } - { id: f_in, key: check_in_date, type: date, label: Check-in date, required: true, maps_to: { mode: custom, key: check_in_date, trait: true } } - { id: f_out, key: check_out_date, type: date, label: Check-out date, required: true, maps_to: { mode: custom, key: check_out_date, trait: true } } - { id: f_unit, key: unit, type: short_text, label: Room or unit, required: false, maps_to: { mode: custom, key: unit, trait: true } } verification_settings: { required: false } - ref: seg_arriving_tomorrow kind: segment about: Check-in within the next day. body: name: Arriving tomorrow description: check_in_date within the next 24 hours. segment_type: dynamic status: active definition: operator: and conditions: - { type: trait, trait_key: check_in_date, cond_operator: within_next, value: 1d } - ref: seg_arriving_today kind: segment about: Check-in date that started in the last day (today). body: name: Arriving today description: check_in_date is today. segment_type: dynamic status: active definition: operator: and conditions: - { type: trait, trait_key: check_in_date, cond_operator: within_last, value: 1d } - ref: tmpl_before_sms kind: template about: Day-before SMS with directions, check-in time and the host's number. body: name: Arriving tomorrow (SMS) channel: sms category: Arrival style: text status: active subject: "" metadata: {} variables: {} body: "Hello {{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}, we look forward to welcoming you to {{ params.org_name }} tomorrow. Check-in is {{ params.checkin_time }}. Directions: {{ params.directions_url }} Need anything before you arrive? Call {{ params.host_phone }}. Reply STOP to opt out." - ref: tmpl_ready_sms kind: template about: Short arrival-day SMS. body: name: Arriving today (SMS) channel: sms category: Arrival style: text status: active subject: "" metadata: {} variables: {} body: "Good morning {{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}, we're ready for you at {{ params.org_name }}. Check-in is {{ params.checkin_time }}. Running late? Call {{ params.host_phone }} and we'll wait. Reply STOP to opt out." - ref: tmpl_before_wa kind: template when: { param: use_whatsapp, equals: true } about: Day-before WhatsApp message (needs Meta approval). body: name: Arriving tomorrow (WhatsApp) channel: whatsapp category: Arrival style: text status: active subject: "" provider_template_id: pre_arrival_directions metadata: { whatsapp: { category: UTILITY, language: en } } variables: "1": "{{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}" "2": "{{ params.org_name }}" "3": "{{ params.checkin_time }}" "4": "{{ params.directions_url }}" "5": "{{ params.host_phone }}" body: "Hello {{1}}, we look forward to welcoming you to {{2}} tomorrow. Check-in is {{3}}. Directions: {{4}} If you need anything before you arrive, call or message {{5}} any time." - ref: tmpl_ready_wa kind: template when: { param: use_whatsapp, equals: true } about: Arrival-day WhatsApp message (needs Meta approval). body: name: Arriving today (WhatsApp) channel: whatsapp category: Arrival style: text status: active subject: "" provider_template_id: pre_arrival_ready metadata: { whatsapp: { category: UTILITY, language: en } } variables: "1": "{{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}" "2": "{{ params.org_name }}" "3": "{{ params.checkin_time }}" "4": "{{ params.host_phone }}" body: "Good morning {{1}}, we are ready for you at {{2}}. Check-in is {{3}}. If you are running late, call {{4}} and we will wait for you." - ref: wf_day_before kind: workflow about: 'Daily run over "arriving tomorrow": directions and check-in details, plus an optional room-prep task.' body: name: "Pre-arrival: the day before" description: Every day, directions and check-in details to guests arriving tomorrow, and a room-prep task if switched on. enabled: false trigger_type: schedule trigger_config: { segment_id: "{{ ref.seg_arriving_tomorrow.id }}", rrule: FREQ=DAILY, starts_at: "{{ workspace.tomorrow }}T{{ params.day_before_time }}", timezone: "{{ params.timezone }}" } steps: - { id: s1, type: action, when: { param: use_whatsapp, equals: false }, config: { action_type: send_message, channel_config: { mode: single, single: { channel: sms, template_id: "{{ ref.tmpl_before_sms.id }}" } } } } - { id: s2, type: action, when: { param: use_whatsapp, equals: true }, config: { action_type: send_message, channel_config: { mode: single, single: { channel: whatsapp, template_id: "{{ ref.tmpl_before_wa.id }}" } } } } - id: s3 type: human_task when: { param: prepare_task, equals: true } config: human_task: title: "Prepare for arrival: {{ traits.first_name }}, {{ traits.unit | default: \"room not set\" }}" instructions: |- {{ traits.first_name }} arrives tomorrow ({{ traits.unit | default: "room not set" }}). Please get the room or unit ready, and mark Ready when it is, or Problem if something needs fixing before they arrive. assignee_refs: [{ type: team, id: "{{ ref.team_host.id }}" }] strategy: round_robin completion_policy: first_response_wins outcome_options: - { id: ready, label: Ready, intent: positive } - { id: problem, label: Problem to fix, intent: negative } due_hours: 12 wait: false notify: immediate re_entry_policy: cooldown re_entry_cooldown_hours: 72 goal: {} exit_conditions: [] - ref: wf_today kind: workflow about: 'Daily run over "arriving today": a short "we''re ready for you".' body: name: "Pre-arrival: the morning of check-in" description: Every morning, a short message to guests arriving today. enabled: false trigger_type: schedule trigger_config: { segment_id: "{{ ref.seg_arriving_today.id }}", rrule: FREQ=DAILY, starts_at: "{{ workspace.tomorrow }}T{{ params.arrival_time }}", timezone: "{{ params.timezone }}" } steps: - { id: s1, type: action, when: { param: use_whatsapp, equals: false }, config: { action_type: send_message, channel_config: { mode: single, single: { channel: sms, template_id: "{{ ref.tmpl_ready_sms.id }}" } } } } - { id: s2, type: action, when: { param: use_whatsapp, equals: true }, config: { action_type: send_message, channel_config: { mode: single, single: { channel: whatsapp, template_id: "{{ ref.tmpl_ready_wa.id }}" } } } } re_entry_policy: cooldown re_entry_cooldown_hours: 72 goal: {} exit_conditions: [] eval: name: 85_hospitality_pre_arrival mode: task vertical: "" prompt: >- We run a guesthouse. The day before a guest checks in, text them directions, our check-in time and our number, and on the morning of check-in send a short message that we're ready for them. The check-in date is in check_in_date on each guest. Don't put any Wi-Fi password or door code in the messages. expect_artifacts: [segment, workflow, message_template] forbid_terms: [password, door code]