Rejected messages in the inbox

Why you might see “Message rejected”

When you send a message to an OTA conversation from Smily, the OTA can sometimes reject the message.

This can happen for several reasons, most often because of the message content (for example, if the message includes links or other elements the OTA does not allow).

When a message is rejected:

• The OTA returns an error to Smily through the API.
• The message was not delivered to the guest on the OTA side.

How it is displayed in Smily

Smily clearly indicates when an OTA message delivery failed, so you can quickly spot conversations that need attention.

You can see the rejection information in two places:

• Conversation list (Inbox index): a status appears next to the conversation to help you identify a problematic conversation at a glance.
• Message details: the message itself shows a clear “rejected” status so you can understand what happened.

How to resolve it (step by step)

1. Open Inbox.
2. In the conversation list, look for a status that indicates a message was rejected.

3. Open the conversation to view the message details and confirm which message was rejected.

4. Update your message (for example, remove links or adjust the content) and send it again if needed.

Benefits

• No more confusion: you won’t assume a message was delivered when it wasn’t.
• Faster follow-up: quickly find conversations that need a new message.
• Better guest communication: reduce missed replies and improve response quality.

Availability

For now, this rejection status is available for:

• Airbnb
• Booking.com

Other OTAs may be supported in the future.