# Manage messages guide

**Implement complete messaging workflows using the Messaging API — sending messages, retrieving conversations, handling auto-replies, and troubleshooting.**

## Introduction

Use the Messaging API to send and retrieve messages between guests and properties.

This guide walks you through sending messages, fetching the latest replies, confirming delivery, and accessing conversation histories. These steps help you integrate the messaging flow into your platform.

### Before you start

This guide assumes you have:

✓ Complete the [Messaging API quick guide](/demand/docs/messaging/try-out-messages)
✓ Access to your [sandbox environment](/demand/docs/getting-started/sandbox).
✓ A valid API key token and your X-Affiliate-Id.

All Messaging API requests must be authenticated with Demand API v3.1 credentials.

## How messaging works

### Message flow

Here's a simple flow on how messaging works:

![Messaging-basic-flow](/assets/messaging-basic-flow.f1fa464116dde85bb6bfa249d0635c29109c62e15e14588bd54fd4fad22b3648.a0931a69.png)

| Participants | Action |
|  --- | --- |
|  | **1. Traveller (guest)** - Creates an order or sends a request via Booking.com app or email.
 |
|  | **2. Accommodation (property)** - Receives order confirmation, guest messages, or facility requests in Booking.com Extranet messaging centre.
 |
|  | **3. Partner (you)** - Retrieves conversations and messages programmatically via the [Messaging API](https://developers.booking.com/demand/docs/messaging/about-messaging).
 |


### Message timing rules

Messaging availability is restricted to specific timeframes based on reservation status:

| User type | Send window | Read window |
|  --- | --- | --- |
| **Guests** | From booking → 66 days post-checkout/cancellation. | Until 66 days post-checkout/cancellation. |
| **Accommodation**
 | From booking → 7 days post-checkout/cancellation.
If guest sends a message: +14 days to reply.
 | (Same as guests)
 |
| **All Users** |  | Messages readable up to 1 year after checkout or cancellation. |


## Full messaging scenarios

The following sections cover step-by-step use cases:

## Next steps

After completing these workflows, you can:

* Integrate automated responses into your system.
* Monitor conversations and ensure all messages are confirmed.
* Explore advanced features such as attachments and conversation history.


Curious to know more?
* See the [Manage attachments guide](/demand/docs/messaging/manage-attachments) to learn how to send/download images.
* Review [best practices](/demand/docs/messaging/messaging-best-practices) to align your messaging flows.
* Refer to our [General error handling guide](/demand/docs/support/error-handling/about-errors) for error troubleshooting.