Type: Reference
The Context
Guest Messaging in ALICE allows properties to send SMS (texting) or WhatsApp messages directly to guests. This provides faster service and allows guests to contact the property through their preferred method of communication. Following established best practices ensures your messages are effective and generate meaningful interactions rather than causing guests to opt out.
The Data Approved Use Cases
| Use Case | Description |
|---|---|
| Customer Care | Guests start conversations and staff respond to requests and questions using free text. |
| Notifications | Staff start conversations. Note: On WhatsApp, only approved templates may be used to initiate messages. |
| Mixed | Guests reply to automated notifications and continue chatting with staff. |
Audience Engagement Guidelines
• Identify Recipients: Know your audience and segment them as needed before sending messages.
• Permissions: Make sure you have permission to contact users and always offer an opt-out option.
• Personalization: Use tags like
{First} and {Last} to address recipients by name.• Use URLs: Share links to your FAQ or website instead of sending long information.
Limits & Constraints
• Automation Limits: To avoid over-saturating guests, it is strongly recommended to limit the number of automation rules to 3-4 automated messages per hotel (including broadcasts). Recommended touchpoints include:
◦ Check-in / Welcome message
◦ Mid-stay checkpoint
◦ Room is ready / DND
◦ Check-out / Departure
• Timing & Prohibited Windows: Send messages at appropriate times to ensure higher engagement. Any automated message triggered during a set "prohibited window" will be held and sent once the time window expires.
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