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Recipe: How to Streamline Pre-Arrival Communication Using Boarding Pass PDF Collection Form Tags

Dhruv bakshi
  • Updated

Recipe: How to Streamline Pre-Arrival Communication Using Boarding Pass PDF Collection Form Tags

Still chasing down guest forms over email? Boarding Pass: PDF Guest Collection Form fixes that. Instead of manually downloading and attaching PDFs, you can drop a single merge tag into your internal Workflows. Lynx handles the rest for the guest via their secure portal link, while automatically generating a PDF of their submission and sending it directly to your property team. The result: less admin work, fewer incomplete forms, and a smoother guest experience from day one.

Table of Contents

  1. When to use this Guide
  2. Benefits
  3. Step-by-Step Setup
  4. Important Details & Product Updates
  5. Related Articles

When to use this Guide

  • Replacing attachment-based pre-arrival workflows with automated, merge-tag-driven form delivery.
  • Setting up a new pre-check-in data collection flow.
  • Migrating existing email attachment workflows to secure links.
  • Adding guest agreement and waiver delivery to your workflows.

Prerequisites (What you need):

  • Access to Messaging > Messaging Templates in your Lynx portal.
  • At least one pre-arrival workflow ready or already set up utilizing Boarding Pass events.
  • Confirmation from your success manager that PDF/Doc merge tags are active on your account.

Benefits

  • Eliminates Guest Friction: Guests no longer need to download, fill out, and manually return email attachments.
  • Improves Deliverability: Avoids the spam filters that frequently flag traditional PDF attachments.
  • Automates Tracking & Collection: Saves your team from manually chasing down submissions across messy email threads.
  • Secures & Organizes Data: Automatically stores completed forms directly inside the guest's stay record instead of letting sensitive guest data sit in email inboxes.
  • Provides Instant Access: Gives your property team immediate access to critical pre-arrival data right inside your main system.

Step-by-Step Setup

Step Overview
Step 1

Choose your merge tag

Decide which tag fits your use case before building your template.

The {{{GUEST_INFORMATION_FORM_PDF}}} and {{{GUEST_AGREEMENT_FORM_PDF}}} tags are strictly implemented in Workflows—not Templates. These tags generate and deliver Boarding Pass reports and signed agreements directly to your property's in-house team members, not the guests. If you are unsure which tag is active on your account, confirm with your success manager before proceeding.

For more information:
• Understanding Boarding Pass Automation & Workflow
• How To: Configure Boarding Pass - Guest Information Form
• List of Messaging Tags
Step 2

Build your template

Create a new email template in the Lynx portal. Go to Messaging > Messaging Templates and click + Add New Template.

Under the "Others" category, select Email as the channel. Give your template a clear internal name (for example, "Pre-Check-In Form — 5 Days Out") so it is easy to identify when setting up automations later.

For more information:
• How To: Create Messaging Templates
• List of Messaging Tags
Step 3

Add personalization tags

Make each message feel tailored to the individual guest and stay.

Include <<GUEST_FIRST_NAME>> in the greeting, <<PROPERTY_NAME>> in the sign-off and body, <<CHECK_IN_DATE>> to anchor the request to their specific arrival, and <<STAY_DURATION>> where relevant. These tags resolve automatically for each guest when the automation fires. Refer to the example template body in the draft for a ready-to-use starting point.

Note: Do not include the PDF tags ({{{GUEST_INFORMATION_FORM_PDF}}} or {{{GUEST_AGREEMENT_FORM_PDF}}}) in this messaging template, as those are Workflow tags intended for internal staff notifications only.

For more information:
• Understanding: Messaging and Guest Portal Template Tags
• List of Messaging Tags
Step 4

Preview and test

Verify the template renders correctly before activating any automation.

Click Preview inside the template editor and send a test email to yourself. Open it on both mobile and desktop to confirm all merge tags resolve, the form link is clickable, and the layout looks correct. Most guests will complete the form on their phone, so mobile rendering is especially important to check.

For more information:
• How to: Preview Real-Time Email Template
Step 5

Set up the automation and workflow

Connect your template to a timed trigger so it sends automatically for every stay.

Go to Messaging > Messaging Automation and click + Add New Automation. You can link your newly created template with a Messaging Automation against Boarding Pass events. We have enhanced the workflow by adding these Boarding Pass events. Set the trigger to 5–7 days before check-in for pre-check-in data collection, or 10–14 days before check-in for agreements that may need review. Click Activate when ready. Start with one or two properties before rolling out to your full portfolio.

For more information:
• Understanding Boarding Pass Automation & Workflow
• Messaging recipe: Set up Messaging Automation
Step 6

Monitor and follow up

Track completions and handle non-submissions before guests arrive.

Track form completions in each guest's stay record. If a guest has not submitted within 48 hours, send a friendly reminder via SMS or a second email. If a guest submits incomplete information, use Boarding Pass: Request ReSubmission to prompt them to try again. Only ask for what you actually need — long forms get abandoned.

Note: The messaging content for the boarding pass (send reminder / request-resubmission) is not linked with the messaging template; it is independent and can be changed on the fly while sending.

For more information:
• How to Request Boarding Pass Re-Submissions and Reminders

Important Details & Product Updates

  • PDF download availability: PDFs are only available for submissions made after May 21, 2026. Historical submissions will not generate downloadable PDFs retroactively.
  • Existing workflows are not updated automatically: If you currently send forms as email attachments, you must manually update each automation to use the new merge tags. No changes are applied to existing templates or automations on your behalf.
  • Merge tag syntax is case-sensitive: Tags must match exactly as documented and must appear in the email body — not the subject line. A tag placed in the subject line will appear as plain text to your in-house team members receiving the Workflow notification.
  • If guests see a blank form: The collection form type may not be fully configured on your account. Contact Lynx support to confirm PDF/Doc merge tags are enabled before troubleshooting further.
  • If the merge tag shows as plain text in a sent email: The template was likely not saved after the tag was added. Open the template, confirm the tag is present, save it, and send another test email to verify.
  • Terminology: Refer to the system as the Lynx portal. Refer to staff as "property manager," "admin," or "property team." Use "collection form" or "pre-check-in form" — not "questionnaire" or "survey."

For a guided walkthrough of your specific use case, reach out to your success manager.

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