Custom fields are your organization's own message variables. Create one for anything you send guests often that your PMS doesn't hold — your Wi-Fi password, say, or a field for each room with access instructions you don't want on your public website — and drop it into messages, snippets, and automations like any other variable.
They're especially handy on Cloudbeds, which has no place to keep private room directions or instructions.
Creating a Field
Owners and managers create fields under Organization settings → Custom fields. Each field has:
A name — up to 60 characters
A type — a link (up to 2,000 characters), one line of text (up to 500), or longer text (up to 2,000)
One value for the whole organization
You can have up to 50 fields.
Using a Field
Each field becomes a variable such as {{custom.room8Access}}, in a Custom group in every variable picker:
The composer — see Message Variables in the Composer
The snippet editor — see Snippets
Automations — see Variables
Example: room-specific directions
Make one field per room — Room 8 access, Room 9 access — with the private directions for each. Then, in your automation, add a condition on the guest's room and send each branch the message with that room's field. A field isn't tied to a room automatically, so the condition is what matches them up. Every guest gets the right directions, and none of them are on your website.
Good to Know
Renaming a field doesn't break messages that use it.
Links can be shortened. With URL shortening on, a link field is shortened, and editing the link updates short links you've already sent.
Automations use the value as it stood when the run started.
Not in the WhatsApp template editor.
Mobile: the Custom group comes to the mobile composer with the next mobile release.
A good home for codes. A code meant only for staying guests is safer in a custom field than in your AI knowledge base, which web chat can share with any visitor. See Your AI Knowledge Base.
Still need help?
Use the chat widget in the app, in this help center, or on hellohotel.co, or email us at [email protected].