AL: Messaging (SMS/Whatsapp) Overview

The Context 

Send direct, automated, or property-wide broadcast messages to guests to provide multiple options for real-time, contactless communication. These conversations and notifications live primarily within the SMS/Chat and Ticket tabs on both ALICE Desktop (web) and the ALICE Staff app (mobile).

 

The Data: Managing Conversations

• Notifications: When a new SMS is received, any user that has access to the SMS/Chat tab will receive a notification on both the web and mobile applications.
• Marking as Read: To dismiss a new message notification and mark it as read, select Mark as Read directly from the notification on the Ticket tab, the SMS tab, or from within the open conversation itself.
• Read History: Once a conversation is marked as read, notifications will stop populating for all users. ALICE tracks this action in the conversation history, allowing all users to see exactly who marked the conversation as read and when.
• Closing Conversations (Best Practice): Always close a conversation after it is finished and no further action is required for the guest. You can still access these at any time by toggling the closed conversations filter.
• Re-opening Conversations: Closed conversations will automatically re-open if a guest replies. Staff users can also manually re-open them whenever necessary.

Limits & System Logic

• Reservation Matching: In the event that the same phone number and same dates of stay match multiple guest reservations, ALICE will always prioritize and "pick" the newest-created reservation to display inbound messages from the guest.