This article Includes information on
- Sending individual messages
- Sending group messages
- Automated messages like campaigns and smart responses
- How to send a message without resolving a message
Select the guest you’d like to talk with from the Guest List on the left side of the screen.
This will open up the chat window and allow you to text with the guest.
Manually sending messages
Individual messages
To send a custom message to an individual guest, type your message in the text box at the bottom of the screen, then click the paper airplane shaped send button.
Group messages
To send a group message click the 3 dot menu above the guest list and select group messages.
Automated Messages
Ivy sends two types of automated messages.
- Scheduled messages
- Smart responses
Ivy messages will always be green in the Chat window
Scheduled messages
Scheduled messages are sent automatically to guests at a specific time. The most common types of scheduled messages are the Welcome and Survey Messages.
- Welcome Message: Welcome to [HOTEL]. I'm Ivy, and I’m here to assist you via text message. If you have a question, just ask; I am here to make your stay comfortable.
- Survey Message: Hi there, I just wanted to check in and see how your stay is going. From 1 to 5 (with 5 being the best), how's everything so far? :)
Please keep in mind: Guests will not receive scheduled messages during quiet hours(10 pm-9 am). Guests can still make requests during those hours, and you can respond to them accordingly.
Smart responses
Smart Responses are automated responses triggered when a guest asks Ivy a question or for information. For example, if a guest asks, “what’s the WiFi password?” Ivy might answer with a Smart Response like, “The password is ‘hotel123’.”
Ivy can often chat with guests using Smart Responses but will hand the conversation off to a staff member If staff interaction is needed or if ivy doesn’t understand the message. Some examples of this behavior in action include:
- If a request requires human action (ex: taking towels to a guest room).
- If a guest has responded with negative feedback (ex: service recovery opportunity)
- If Ivy doesn’t know the answer to your guest's question (ex: highly specific questions, restaurant recommendations, etc.)
In these scenarios, you’ll be alerted which guest needs a response. You can also send out any general notification or communicate with guests via text just as you would have otherwise by phone or in person.
Sending Messages Without Resolving
Ivy defaults to automatically resolving a guest message when you reply, but sometimes you may want to respond to a guest to let them know you got their message, but not mark it resolved.
Type your response to the guest in the text entry box, and then click the drop-down arrow under the text box.
Click the “Send and Don’t Resolve” button.
Ivy will send the message, but the guest's message will stay unresolved. You could now assign it to someone, set it as a task, or add a ticket for it.
If you accidentally send and resolve a message, and want to immediately undo the resolve a pop-up comes up right after sending that you can undo resolving.
After this pop-up has disappeared there is no way to unresolve a message.