Underneath each message is a notification that displays the status of the given message. The available statuses are:
- Scheduled: The message is scheduled to be sent at a later time. You can also see the date and time that the message is scheduled to be sent.
- Queued: Indicates the request to send a message was successful and that the message is queued to be sent out. This will be displayed when more than one message is sent simultaneously (for example, during group messaging).
- Sending: The message is in the process of dispatching to the SMS network or WhatsApp.
- Sent: The message has been accepted by the SMS network or WhatsApp and delivery is in progress.
- Delivered: The message has been successfully sent to the guest.
- Undelivered: The message has not been delivered to the guest. This might be due to a number of reasons, including an invalid mobile number or lack of cell signal.
- Message Delivery Failed: The guest has previously texted STOP, UNSUBSCRIBE, or END, indicating they do not wish to receive messages from Ivy. The guest can re-subscribe by replying with START, YES, or UNSTOP.
Ivy will also automatically prevent messages from being sent to a guest if she thinks it may cause a negative experience. For example, she’ll stop texting a guest if she believes they are receiving too many messages or if it’s late at night.
In these cases, you will see the error message displayed beneath the message that is being blocked from being sent.
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BLOCKED BY REVINATE- Rule: Hotel cannot send SMS/WhatsApp to this recipient |
During setup, hotels are in soft launch mode, and only users on the account with valid mobile phone numbers can receive messages. This prevents staff from checking in guests before management has authorized the launch. |
Revinate Staff will need to Activate the account. Please reach out to your account rep or use Ivy |
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BLOCKED BY REVINATE- Rule: Guest not responding |
Ivy is trying to send an automated message but the guest has not responded to the last two automated messages. |
Only automated messages will be prevented from being sent to guests in this situation to prevent any guests from being spammed by unwanted messages. Manually sent messages can still be delivered. |
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BLOCKED BY REVINATE- Attempted campaign send after hours |
Ivy is trying to send an automated message during non-business hours. Business hours are set so Ivy will not send out new welcome messages to guests checking in late at night and might not want to be bothered by texts. Ivy will still follow standard protocol and respond to any incoming requests regardless of the time of day/night |
Ivy business hours are customizable. If you would like to change the hours in which ivy is allowed to send out new welcome messages, please reach out to Revinate staff via Ivy Live Support. |
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BLOCKED BY REVINATE- Attempted to send check-in message the same day as check-out day |
If a guest was not checked into ivy until the day of their departure, Ivy will be prevented from sending a welcome message. |
If you would like to send the welcome message even though guests will be checking out shortly, copy/paste the message into the message box at the bottom of page and send the message manually. |
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Message canceled- Check-in Information Changed |
If a guest's check-in/out time/date has changed since their original check-in to Ivy, new messages will be scheduled based on the new information received and the original messages will be blocked to avoid duplicate requests. |
If you believe messages have been canceled in error, you can copy/paste the messages into the message box at the bottom of the page and send the message manually or reach out to an Ivy live support agent. |
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Message Canceled- Visit is invalid |
Visit was removed before the message was sent so Ivy canceled the message. |
If you have removed the visit on accident, you can manually check the guest back in and have new messages scheduled. |
| Undelivered - not a whatsApp number | The number you are attempting to send to is not a WhatsApp number so the message cannot be sent. | Confirm correct number with guest |
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Blocked - Guest has received max allowed messages from this automation today |
Ivy attempted to send more than 1 message from the check-in/out behavior that attempted to send this message. Ivy is only allowed 1 check-in/out behavior per day. |
Please contact Ivy live support if you believe the messages have been blocked in error. |
If you’re experiencing any issues regarding messages not properly sending to guests, or if you have other questions, please reach out to an Ivy Live Support agent for further assistance!