The Hook In most cases, messages received from a guest will automatically be associated with a guest reservation. Whenever a number is not recognized, use this workflow to manually link the number to a reservation.
Before you begin...
- Requires at least Employee User Type access.
- Must have access to the SMS/Chat tab enabled within your Roles.
The Steps
- Open the conversation with the unknown number.
- Select +Link To Reservation and a search bar will appear.
- Enter the guest name or room number in the search bar.
- Select the guest from the dropdown to link the number to the reservation.
The Result Success: The guest name will automatically populate when any future communication is received from that number.
Troubleshooting
- Note: Some properties add a message template to quickly gather guest information when a message from an unknown number is received. For example: “Thank you for your message, we are delighted to assist you. In order to better serve you, please confirm your full name and room number/arrival date.”.
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