Every message in the Message Hub has a status that shows where it is in the sending process: waiting for your approval, scheduled, sent, or stopped for a reason. This article explains each status you can see in an invitation's message schedule and what you can do about it.
Table of contents:
Where to see message statuses
Go to Messaging & Chat → Invitations (legacy Hub: Message Hub → Invitations).
Find the invitation, open its (⋯) menu and select View/Edit.
In the Message Schedule window, look at the Status column in the Message schedule section. Each message has its own status.
💡 The statuses don't update on their own while the window is open. Select the reload icon at the end of the table header, or switch to another browser tab and back, to refresh them.
What each status means
Pending – The message exists but is waiting for your approval, so it isn't scheduled yet and won't be sent. Messages start as Pending when you create an invitation in the Hub and when you add a message to an invitation yourself. Select Schedule messages to approve the ticked messages. They then change to Ready.
Ready – The message is approved and waiting for its send time. Touch Stay sends it at the scheduled time. Until then you can still preview it, edit it, remove it or choose Send Now.
Processing – Touch Stay is sending the message right now. The status changes as soon as the send finishes.
Sent – Touch Stay sent the message and the email or SMS service accepted it. Sent doesn't confirm that the guest received or read it. For example, an email can still end up in a junk folder. A sent message can't be edited or removed, but you can send it again with Resend Message.
Error – Touch Stay tried to send the message but it didn't go through. Open the (⋯) menu on the message and choose Resend Message to try again.
Blocked – The guest has opted out of SMS messages, for example by replying STOP, so Touch Stay won't send this SMS. Emails to the same guest aren't affected, and Send Now won't send a Blocked message.
Expired – An SMS that was scheduled before arrival or before departure wasn't sent in time: when Touch Stay came to send it, the guest's arrival (or departure) date had already passed. Expired messages aren't sent, and Send Now won't send them. Emails don't expire this way.
Outdated – When you restore a deleted guidebook, Touch Stay marks as Outdated any Pending message whose send time has already passed, and any Ready message from a template set not to send in the past. Touch Stay won't send Outdated messages, and they don't appear in the Message schedule list.
Good to know
When you select Schedule messages, any message you've unticked is removed from the schedule. Messages that were already sent stay ticked and can't be changed.
If you close the Message Schedule window while a message is still Pending, Touch Stay warns you that Pending messages won't go out unless you schedule them. Select Go back to return to the window, then select Schedule messages.
Send Now and Resend Message set the message to Ready and Touch Stay then sends it. This isn't always instant, so reload the schedule to see the new status.
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