Managing messages

This section describes all the possible actions related to messaging between properties and guests after the guest makes a reservation.

Enable or reset messaging queue

The Messaging API queues messages on the machine-account level. This means that the queue is shared between all the properties added to the same machine account.

When migrating your machine account to use the token-based authentication, and for any new machine account, you must enable access to the /messages/latest endpoint in order to use it. This creates a new messaging queue for the machine account. To do this:

Navigate to the Provider Portal.
Go to Administration > Machine account.
Select the Endpoint access tab.
Enable access to the /messages/latest endpoint.

To reset the messaging queue and clear all messages:

Disable access to the endpoint for the machine account. See the above steps.
Wait approximately one hour.
Re-enable access to the endpoint.

Duplicate messaging queues

Enabling the /messages/latest endpoint across multiple machine accounts that include the same properties can lead to messages getting duplicated in multiple queues.

Retrieving and confirming retrieval of messages

Every message is part of a specific conversation, which exists between two participants: Property and Guest. To make best use of this messaging queue you should:

Retrieve messages from the queue.
Confirm the successful retrieval of those messages.
This removes the retrieved messages from the queue.
Follow steps one and two until the queue is empty.

→ If you have missed or lost messages because of an outage or any other issue, you must retrieve those messages with message queries. See searching messages.

Use a cron job to handle duplicate messages

It is possible that you retrieve messages you have already confirmed. To avoid storing duplicate messages, use a cron job that periodically filters these out.

Retrieving messages

GET
https://supply-xml.booking.com/messaging/messages/latest

The GET /messages/latest request enables you to retrieve messages from a message queue on the machine account level. Every request retrieves a maximum of 100 messages.

Only links approved in the messaging security link setting are returned in API response

Our messaging security link setting in the Extranet enables properties to specify which links can be shared with their guests in messages. We show the approved links and remove unapproved links in the messages to guests and the API responses. For more information about the Extranet setting, see About the messaging security link setting.

Comparing response changes between v1.0 and v1.2

The GET /messages/latest endpoint has two versions currently. The following are the possible changes when migrating from v1.0 to v1.2.

Default API behaviour (v1.0)	New API behaviour (v1.2)	Notes
Does not support self-service requests.	Supports self-service requests. For example, after booking a reservation when a guest sends a self-service request, you can use Messaging API to retrieve the message.	To receive self-service messages through the `GET /messages/latest` endpoint, you must activate the Enable special and structured requests (`enable_self_services_messaging`) feature in the Provider Portal.
Does not include field `message_type` in the response.	Includes field `message_type` for all messages.
Does not include `attributes` object in the response.	Includes an optional `attributes` object within message entities in the response.
Does not include guest name in the response.	Includes guest name in the `name` field within the `sender` object.	Guest names are not provided in Request-to-Book (RtB) conversations until a reservation is confirmed. Once the booking is created, the guest's name will appear for that conversation, applying to all messages within it, including both historical and new communications.

Response body examples

The following is a successful response body example using v1.2:

{
  "meta": {
      "ruid": "UmFuZG9tSVYkc2RlIyh9YYuVGLmv13PUyJxscfB0hkeHNTLsLGWx80EBzv17yAX3aPO0RTlx5doV49/NRR4qak1qNsDGbilP"
  },
  "warnings": [],
  "data": {
      "messages": [
          {
              "sender": {
                  "participant_id": "9f6be5fd-b3a8-5691-9cf9-9ab6c6217327",
                  "metadata": {
                      "participant_type": "property",
                      "name": "Test Property"
                  }
              },
              "timestamp": "2020-08-17T16:54:19.270Z",
              "conversation": {
                  "conversation_type": "reservation",
                  "conversation_id": "f3a9c29d-480d-5f5b-a6c0-65451e335353",
                  "conversation_reference": "3812391309"
              },
              "message_id": "4ad42260-e0aa-11ea-b1cb-0975761ce091",
              "message_type": "free_text",
              "content": "Property message 4f523a42-dc9a-40a5-9ab7-fd2db124cd62",
              "attachment_ids": [ "522a4d03-bb1b-4e89-af88-e16dd2375d74" ]
          },
          {
              "sender": {
                  "participant_id": "9f6be5fd-b3a8-5691-9cf9-9ab6c6217327",
                  "metadata": {
                      "participant_type": "property",
                      "name": "Test Property"
                  }
              },
              "timestamp": "2020-08-17T16:57:09.124Z",
              "conversation": {
                  "conversation_id": "f3a9c29d-480d-5f5b-a6c0-65451e335353",
                  "conversation_type": "reservation",
                  "conversation_reference": "3812391309"
              },
              "message_id": "b011cc40-e0aa-11ea-b928-810a184a831c",
              "message_type": "automatically_sent_template",
              "attributes": {
                  "template_id": "12345",
                  "template_name": "Welcome Template"
              },
              "content": "Property message 53fef484-ec48-487f-acb6-5086ef87da29",
              "attachment_ids": []

          },
          {
              "conversation": {
                  "conversation_id": "f3a9c29d-480d-5f5b-a6c0-65451e335353",
                  "conversation_type": "reservation",
                  "conversation_reference": "3812391309"
              },
              "message_id": "485f18d0-e0ac-11ea-8397-c17827e93026",
              "message_type": "free_text",
              "attachment_ids": [],
              "content": "Property message 81ec552a-7c13-416e-a58e-937283ab6bfc",
              "sender": {
                  "participant_id": "9f6be5fd-b3a8-5691-9cf9-9ab6c6217327",
                  "metadata": {
                      "participant_type": "property",
                      "name": "Test Property"
                  }
              },
              "timestamp": "2020-08-17T17:08:34.141Z"
          }
      ],
      "ok": true,
      "number_of_messages": 3,
      "timestamp": "2020-08-18T14:59:26.41"
  },
  "errors": []
}

The following is a successful response body example using v1.0:

{
    "meta": {
        "ruid": "UmFuZG9tSVYkc2RlIyh9YYuVGLmv13PUyJxscfB0hkeHNTLsLGWx80EBzv17yAX3aPO0RTlx5doV49/NRR4qak1qNsDGbilP"
    },
    "warnings": [],
    "data": {
        "messages": [
            {
                "sender": {
                    "participant_id": "9f6be5fd-b3a8-5691-9cf9-9ab6c6217327",
                    "metadata": {
                        "participant_type": "property"
                    }
                },
                "timestamp": "2020-08-17T16:54:19.270Z",
                "conversation": {
                    "conversation_type": "reservation",
                    "conversation_id": "f3a9c29d-480d-5f5b-a6c0-65451e335353",
                    "conversation_reference": "3812391309"
                },
                "message_id": "4ad42260-e0aa-11ea-b1cb-0975761ce091",
                "content": "Property message 4f523a42-dc9a-40a5-9ab7-fd2db124cd62",
                "attachment_ids": [ "522a4d03-bb1b-4e89-af88-e16dd2375d74" ]
            },
            {
                "sender": {
                    "participant_id": "9f6be5fd-b3a8-5691-9cf9-9ab6c6217327",
                    "metadata": {
                        "participant_type": "property"
                    }
                },
                "timestamp": "2020-08-17T16:57:09.124Z",
                "conversation": {
                    "conversation_id": "f3a9c29d-480d-5f5b-a6c0-65451e335353",
                    "conversation_type": "reservation",
                    "conversation_reference": "3812391309"
                },
                "message_id": "b011cc40-e0aa-11ea-b928-810a184a831c",
                "content": "Property message 53fef484-ec48-487f-acb6-5086ef87da29",
                "attachment_ids": []
  
            },
            {
                "conversation": {
                    "conversation_id": "f3a9c29d-480d-5f5b-a6c0-65451e335353",
                    "conversation_type": "reservation",
                    "conversation_reference": "3812391309"
                },
                "message_id": "485f18d0-e0ac-11ea-8397-c17827e93026",
                "attachment_ids": [],
                "content": "Property message 81ec552a-7c13-416e-a58e-937283ab6bfc",
                "sender": {
                    "participant_id": "9f6be5fd-b3a8-5691-9cf9-9ab6c6217327",
                    "metadata": {
                        "participant_type": "property"
                    }
                },
                "timestamp": "2020-08-17T17:08:34.141Z"
            }
        ],
        "ok": true,
        "number_of_messages": 3,
        "timestamp": "2020-08-18T14:59:26.41"
    },
    "errors": []
  }

Response body elements

The following table describes the response elements:

Element	Description	Type	Notes
`data`	Contains the response object.	object
: `ok`	Indicates whether the request was successfull.	boolean
: `timestamp`	Specifies the time of the request.	string	Follows the ISO 8601 standard in UTC: `YYYY-MM-DDThh:mm:ss.mmmZ`.
: `number_of_messages`	Specifies the number of messages that you retrieved from the message queue.	integer
: `messages`	Contains the messages that you retrieved from the message queue.	array
:: `message_id`	Specifies the unique ID of a message.	string
:: `message_type`	Specifies the type of the message.	string	Returned only when the request includes an Accept-version header with a value set to `1.2`. Possible values are: - `free_text`: A message composed of plain text. - `email`: An email message. - `automatically_sent_template`: A message automatically sent from a message template configured by the property via the extranet Messaging Preferences page. - `self_service_event`: A structured message for self-service actions. - `request_to_book_event`: A request-to-book event. You can find information on the request status in the `content` field, which denotes the request as expired, accepted by the property, confirmed by the guest or rejected, etc.
:: `content`	Specifies the content of the message.	string
:: `timestamp`	Specifies the time when the message was sent.	string	Follows the ISO 8601 standard in UTC: `YYYY-MM-DDThh:mm:ss.mmmZ`.
:: `reply_to`	Specifies the ID of the participant to which the message is sent to.	string
:: `attachment_ids`	Contains the IDs of the attachments, which are part of the message.	array
:: `attributes`	Contains the message attributes.	object	Returned only when the request includes an Accept-version header with a value set to `1.2`.
::: `self_service_topic`	Contains the self-service topic for messages that represent self-service events.	string	Possible values include: - `checkin` - `checkout` - `change_dates_nr` - `cancel_booking` - `booking_basic_waive_fee` - `parking` - `free_text_parking` - `bed_type` - `extra_crib` - `extra_bed`
::: `template_id`	Contains the identifier of the message template used that was configured by the property via the extranet Messaging Preferences page.	string
::: `template_name`	Contains the name of the message template used that was configured by the property via the extranet Messaging Preferences page.	string
:: `sender`	Contains information related to the participant that sent the message.	object
::: `participant_id`	Specifies the ID of the participant that sent the message.	string
::: `metadata`	Contains additional information on the participant that sent the message.	object
:::: `name`	Specifies the name of the participant that sent the message.	string	Returned for guest participants when the request includes an Accept-version header with a value set to 1.2.
:::: `participant_type`	Specifies the type of the participant that sent the message.	string	Possible values are `property` or `GUEST`.
:::: `email_alias`	Specifies the email of the participant that sent the message.	string
:: `conversation`	Contains information related to the conversation to which the message belongs.	object
::: `property_id`	Specifies the property ID of the property to which the conversation applies.	integer
::: `conversation_id`	Specifies the ID of the conversation.	string
::: `conversation_reference`	Specifies the ID of the reservation or Booking Request Object to which this conversation applies.	string	For conversations with pre-reservation messages, the Booking Request Object `id` serves as the `conversation_reference` until the booking is confirmed.
::: `conversation_type`	Specifies the type of the conversation.	string	Possible values: `reservation` or `request_to_book`.

Confirming the retrieval of messages

PUT https://supply-xml.booking.com/messaging/messages

The PUT /messages request enables you to confirm the successfull retrieval of messages, removing those messages from the queue. Therefore this step is necessary to retrieve the remaining messages.

→ If you want to understand the user flow, see retrieving and confirming retrieval of messages.

Query parameters

The following table describes the query parameters you must add:

Element	Description	Type	Required/Optional	Notes
`number_of_messages`	Specifies the amount of messages you want to confirm you retrieved.	integer	required	You can find the value of `number_of_messages` in the response body when you retrieve latest messages.

Response body example

The following is a successful response body example:

{
  "data": {
      "ok": true
  },
  "warnings": [],
  "meta": {
      "ruid": "UmFuZG9tSVYkc2RlIyh9YYuVGLmv13PUghc+S+Hxf8kDDmE9pIcRJDlql5z0me9U/HXdkK5kNTwJ8bDjF+xIG9WsKhazErNd"
  },
  "errors": []
}

Response body elements

The following table describes the response elements:

Element	Description	Type	Notes
`ok`	Indicates whether the request was successfull.	boolean