ReservationKey User Guide

Text Messaging

1. Overview

The Text Messaging feature allows you to quickly send messages to guests, either using pre-built templates or by typing messages manually. You can engage in real-time conversations via the chat area and automate responses based on guest replies.

2. Key Features & Functions

2.1 Dashboard

• Activity Section: Displays the remaining text message credits.
• Top-Up Account: Purchase additional credits; higher amounts provide more credits per dollar spent.
• Balance Management:
  • Set automatic top-ups when credits fall below a preset amount.
  • Receive email alerts if the balance gets low (if auto top-up is disabled).
• Options:
  • Enable/disable text messaging.
  • Set your time zone.

2.2 Quick SMS

• Send Messages to Guests:
  • Search for guests by name, arrival date, departure date, or stay dates.
  • Manually enter one or multiple phone numbers (separated by commas).
• Message Creation:
  • Choose from pre-built templates or type a custom message.
  • Schedule messages to send immediately or at a future date/time.
• Preview & Confirmation: Get an estimated credit usage before sending the message.

2.3 Schedules

• Manage Scheduled Messages:
  • View and edit scheduled messages.
  • Create new schedules with automated message triggers.
• Schedule Configuration:
  • Set schedules as internal (default for manual reservations) or assign them to specific properties.
  • Choose which reservation pages will use the schedule automatically.
• Triggering Events:
  • Send messages based on key events such as:
    • Reservation request received.
    • Guest arrival.
    • Guest departure.
  • Define timing (e.g., send immediately or X hours/days before/after an event).
• Recipient & Message Selection:
  • Send to the guest’s phone number or enter a different number manually.
  • Select a template for each event.
  • Add multiple events per schedule.

2.4 Templates

• Create & Manage Templates:
  • View existing templates or create new ones.
  • Enter a template name and message body.
• Merge Codes: Use dynamic fields (e.g., guest’s first name) to personalize messages.
• Automation:
  • Set actions based on guest responses (e.g., replying “E” for early check-in).
  • Actions can include:
    • Adding items to a reservation.
    • Assigning reservation tags (stars).
    • Sending automated confirmation messages.
• Chained Automations: Response messages can trigger additional automated actions using other templates.

2.5 History

• Track Sent & Scheduled Messages:
  • View message date/time, reservation ID, sender, recipient, and full message content.
• Message Status Indicators: Sent, received, canceled, etc.

3. Additional Text Messaging Features

3.1 New Message Notifications

• Unread Messages Indicator:
  • A message count appears on the chat icon in the header.
  • Clicking the icon opens the conversation list, with unread messages at the top.
• Chat Window Access: Open from the chat icon or the Reservation Details > Correspondence section.

3.2 Viewing & Managing Scheduled Messages

• Access from Reservation Details: View queued text messages under Correspondence > History & Queue.
• Chat Window vs. History & Queue:
  • Messages sent manually appear only in the chat window (not in the history queue).
  • Scheduled messages are visible in the history queue until sent.

4. Step-by-Step Guides

4.1 Sending a Quick SMS

1. Navigate to Messaging > Quick SMS.
2. Search for a guest or manually enter a phone number.
3. Select a message template or type a custom message.
4. Choose Send Now or Schedule for Later.
5. Click Preview & Confirm, review credits, and send.

4.2 Creating & Managing Templates

1. Go to Messaging > Templates.
2. Click Add Template.
3. Enter a template name and compose the message.
4. Use merge codes for personalization.
5. (Optional) Add automations for guest replies.
6. Click Save Template.

4.3 Creating a Text Messaging Schedule

1. Go to Messaging > Schedules.
2. Click Add Schedule and enter a name.
3. Assign the schedule to specific properties or reservation pages.
4. Click Add Event and set triggers.
5. Choose message timing, recipient, and template.
6. Click Save Schedule.

4.4 Setting Up Balance Management & Auto Top-Up

1. Go to Messaging > Dashboard.
2. Locate Balance Management.
3. Set auto top-up amount and trigger threshold.
4. Enable email alerts if auto top-up is disabled.
5. Click Save Settings.

4.5 Manually Responding to Guest Messages

1. Go to Messaging > Chat.
2. Select a conversation from the list.
3. Type your response in the message box.
4. Click Send.

4.6 Setting Up Automated Responses

1. Go to Messaging > Templates.
2. Click Add Template.
3. Compose a message and use merge codes if needed.
4. Set automation rules based on guest replies (e.g., reply “E” for early check-in).
5. Click Save Template.

4.7 Assigning Different Schedules to Properties

1. Go to Messaging > Schedules.
2. Click Edit on an existing schedule or create a new one.
3. Assign the schedule to a specific property or reservation page.
4. Click Save Schedule.

4.8 Using Merge Codes for Personalized Messages

1. Go to Messaging > Templates.
2. Click Add Template or edit an existing one.
3. Insert merge codes into the message body (e.g., {{GuestFirstName}}).
4. Click Save Template.

5. Best Practices & Tips

• ✔ Use templates to save time and ensure consistent messaging.
• ✔ Enable automations to streamline guest interactions.
• ✔ Regularly check the history section to review sent messages.

6. Troubleshooting & FAQs

Q: Why can’t I send messages?

A: Check that text messaging is enabled in the Options section. Ensure you have enough message credits.

Q: How do I know if a message was delivered?

A: In the History section, check the message status (e.g., sent, received, or failed).

Q: Can I set messages to send automatically for all reservations?

A: Yes, set up a schedule and assign it to specific properties or reservation pages.