Message templates save staff time and ensure consistent, on-brand communication. Use this workflow to create standard responses for Guest Messaging or SMS Confirmations.
Before you begin...
• Requires Hotel User Admin or Admin User Type access.
• Must have Can Manage Chat Message Templates enabled in the user profile.
Creating Message Templates
1. Navigate to Alice Admin > Messaging > Message Templates.
2. Click Add Message Template.
3. Enter a Message Template Name.
4. Select the Scope:
◦ Hotel: Available for general use (e.g., Welcome Message).
◦ Service: Available only for specific ticket services (e.g., Dining Reservation Confirmation).
5. Select the Type:
◦ GuestMessage: Standard SMS/WhatsApp template.
◦ SMSConfirmation: Used to confirm ticket requests.
6. Enter the content in the Message Template field.
7. Click Save. The new template will be available in the dropdown menu when sending a message from the SMS/Chat tab.
Troubleshooting
• SMS templates have a 320-character limit to keep communication concise.
• Do not delete templates that are currently in use by Automation rules, as this will break the automation.
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