Difference between revisions of "Category:Messaging"

From Beds24 Wiki
Jump to navigation Jump to search
(65 intermediate revisions by 3 users not shown)
Line 1: Line 1:
−
*'''Confirmation Messages''' are the screen message and the Email message guests automatically receive after they have completed a booking. For customisation go to SETTINGS -> PROPERTIES -> CONFIRMATION MESSAGES. If you want to send confirmation messages from your own Email address connect your Email account in SETTINGS -> ACCOUNT -> OUTGOING EMAIL.
+
[[Category:Guest_Management]]
 +
[[Category:Bookings]]
 +
[[Category:Troubleshooting]]
 +
<div class="heading">Messaging</div>
 +
This page explains how communication through the system can be customised.
 +
__TOC__
  
−
*Whenever there is a new booking the system automatically sends a '''Host Notification Email''' to the Email address entered in SETTINGS-> PROPERTIES->DESCRIPTION. For customisation, to add additional recipients or receive '''SMS notifications''' on new bookings go to SETTINGS -> ACCOUNT -> HOST NOTIFICATIONS.
+
<div class="bluebox">
 +
Beds24 handles all aspects of communication.
  
−
*'''Standard Reply''' Emails will open in your desktop email program. They can be sent via the "mail" icon in the booking. Go to SETTINGS -> GUEST MANAGEMENT -> STANDARD REPLIES to set up templates.
+
Hosts will automatically receive  an E-mail '''notification''' when there is a '''new online booking, a modification to a booking or a cancellation'''.  
  
−
*'''Auto Action Emails''' are programmed to occur at a time relative to the booking being made, check in date or check out date. They can be programmed to send automatically to the guest or a fixed email address. Alternatively the can be set up for manual sending only. Go to SETTINGS -> GUEST MANAGEMENT -> AUTO ACTIONS to create templates.
+
For '''direct bookings from the booking page''' Beds24 will '''automatically send  a confirmation message''' to the guest which you can fully customize.
 +
 
 +
For all other '''communication with guests''' including personal confirmations for bookings from channels or manually added bookings, can set up '''Auto Actions with templates"" which can be used for '''manual''' or '''automated''' sending.
 +
 
 +
Beds24 has direct '''messaging integrations with Airbnb, Booking.com, Expedia and the Vrbo group''' allowing you to access, reply, and start new messages directly from Beds24.
 +
</div>
 +
 
 +
 
 +
 
 +
<span class="" style="color: #f3e504; font-size: 150%;" >{{#fas:lightbulb}} </span>  <span style="font-weight: bold;" >Tip</span>  This [https://beds24.com/wizard/wizard4.php wizard] guides you though the options.
 +
 
 +
<span class="" style="color: #f3e504; font-size: 150%;" >{{#fas:lightbulb}} </span>  <span style="font-weight: bold;" >Tip</span>  Use the links to the sub pages at the bottom for more details.
 +
 
 +
== Notifications to host ==
 +
'''Host Notifications''' are the messages sent automatically to hosts when a new booking is made.
 +
 
 +
*Messages on new bookings, cancellation or modificationss can be sent via Email and SMS. By default host notifications are always sent by Email containing all important information. By default all messages are sent to the administrator EMail address which can be changed in {{#fas:cog}} (SETTINGS) >ACCOUNT->ACCOUNT ACCESS. You can set where these are sent to and add information or set up a second notification in {{#fas:cog}} (SETTINGS) ->ACCOUNT->HOST NOTIFICATIONS.
 +
*You can set up push notification to Google Chrome or Apple notifications via Integromat ({{#fas:cog}} (SETTINGS) -> APPS&INTEGRATIONS->INTEGROMAT).
 +
 
 +
<span style="color:#fe746c;“ >{{#fas:exclamation-triangle}}  </span>  Email communication is free of charge. For SMS an additional fee per message applies.
 +
 
 +
== Communication with Guests ==
 +
=== Email ===
 +
*'''Confirmation Messages''' are the messages shown and sent to guests automatically after they have made a booking. Confirmation messages can be fully customised. Different messages can be sent for different booking types. They can be customised in {{#fas:cog}} (SETTINGS) ->GUEST MANAGEMENT->CONFIRMATION MESSAGES. Confirmation messages are automatically sent to all bookings made on your own web site but not for manually added bookings and bookings from channels which send their own confirmation (almost all channels) and do not require Beds24 to send an additional one (for example TripConnect, VRBO/Homeaway XML).
 +
 
 +
*'''Cancellation Messages''' are only sent from the system if you allow guests to cancel the booking themselves and for bookings from channels which do not send confirmations directly to the guest. The system messages are not customizable.  If required you can set up an Auto Action Email which triggers automatically if a guest cancels.
 +
 
 +
*'''Auto Actions'''  are pre canned Emails which can be sent to guests automatically at a pre set trigger time. Alternatively the can be set up for manual sending. They can use [[Template Variables]] to include information specific to the booking. Auto Action Emails can be set up in {{#fas:cog}} (SETTINGS) ->GUEST MANAGEMENT->AUTO ACTIONS.
 +
 
 +
Emails are sent in the language defined in the "Mail & Action" tab of the booking. For online bookings this is the language the guest used to book. If no language code is set the system uses the default language of the booking page which is set in {{#fas:cog}} (SETTINGS) ->BOOKING PAGE->INTERNATIONALIZATION.
 +
 
 +
===SMS===
 +
In  {{#fas:cog}} (SETTINGS) ->GUEST MANAGEMENT->AUTO ACTIONS you can set up manual and automated Auto Actions to send SMS messages to guests.
 +
 
 +
We can set a short alphanumeric code (max 11 char) that the guest sees as the sender of the message for a fee. This could be your trading name for example. The code will be set for the masteraccount (the account paying for the SMS) and apply to all subaccounts.
 +
 
 +
<span style="color:#019cde; font-size: 150%;“ >{{#fas:info-circle}}  </span> SMS can only be used to communicate Information about a current booking. For legal reasons you can not use SMS for marketing purposes including discounts or vouchers.
 +
 
 +
===Messages via Guest Login ===
 +
'''Guest can send you messages''' via the [[Guest_login|Guest Login]]. When a guest sends a new message via the guest login you will receive an Email notification which you can reply to via your email service.
 +
 
 +
===Messages via WhatsApp ===
 +
To send a '''WhatsApp''' message to guests click on the green icon next to the phone number in the "Summary"  tab of the booking.
 +
 
 +
To use this service you need an account with WhatsApp and WhatsApp installed on the device you are logged in to.
 +
 
 +
===Messages from OTAs ===
 +
You can communicate with Airbnb, Booking.com and VRBO guest directly from Beds24. See the Airbnb, Booking.com and VRBO help pages for more information.
 +
 
 +
===Languages ===
 +
If you have activated multiple languages in {{#fas:cog}} (SETTINGS) ->BOOKING ENGINE->INTERNATIONALIZATION you can set templates in multiple languages. The language code from the "Mail & Actions" tab of the booking is used to determine which language Email correspondence is sent to the guest. Not all OTAs send language information. If you set "Deduce language from country" = Yes in {{#fas:cog}} (SETTINGS) ->CHANNEL MANAGER the system will try to deduce the language from the guests country if no language information is available.
 +
 
 +
<span style="color:#019cde; font-size: 150%;“ >{{#fas:info-circle}}  </span>  As a service to the guest the content of the confirmation table and invoice table will always use the guests language even if it is not supported.
 +
 
 +
==Email Addresses==
 +
By default Emails to guests are sent from Beds24.
 +
 
 +
If you do not want to use your own email address they will be sent from the system email address. To change your settings go to {{#fas:cog}} (SETTINGS) ->ACCOUNT->OUTGOING EMAIL. [[:category:Sub_Account|Sub accounts]] can be used to use different outgoing email addresses for multiple properties in one account.
 +
 
 +
== Guest Login ==
 +
If you have allowed guests to use the guest login in  {{#fas:cog}} (SETTINGS) ->GUEST MANAGEMENT->GUEST LOGIN they can send messages to your Email address from there.
 +
 
 +
<span style="color:#fe746c;“ >{{#fas:exclamation-triangle}}  </span>  Email communication is free of charge. For SMS an additional fee per message applies.
 +
 
 +
== Trouble Shooting ==
 +
Some browsers block pop up email. If your email programme does not open when you want to manually send a confirmation message or auto action email you might need to change your browser settings.
 +
 
 +
<span style="color:#fe746c;“ >{{#fas:exclamation-triangle}}  </span>  Some email programmes limit the number of characters. If you want to manually send a confirmation message or auto action email you might need to shorten the message to accommodate the capabilities or your email system.

Revision as of 15:47, 13 May 2024

Messaging
This page explains how communication through the system can be customised.

Beds24 handles all aspects of communication.

Hosts will automatically receive an E-mail notification when there is a new online booking, a modification to a booking or a cancellation.

For direct bookings from the booking page Beds24 will automatically send a confirmation message to the guest which you can fully customize.

For all other communication with guests including personal confirmations for bookings from channels or manually added bookings, can set up Auto Actions with templates"" which can be used for manual or automated sending.

Beds24 has direct messaging integrations with Airbnb, Booking.com, Expedia and the Vrbo group allowing you to access, reply, and start new messages directly from Beds24.


Tip This wizard guides you though the options.

Tip Use the links to the sub pages at the bottom for more details.

1 Notifications to host

Host Notifications are the messages sent automatically to hosts when a new booking is made.

  • Messages on new bookings, cancellation or modificationss can be sent via Email and SMS. By default host notifications are always sent by Email containing all important information. By default all messages are sent to the administrator EMail address which can be changed in (SETTINGS) >ACCOUNT->ACCOUNT ACCESS. You can set where these are sent to and add information or set up a second notification in (SETTINGS) ->ACCOUNT->HOST NOTIFICATIONS.
  • You can set up push notification to Google Chrome or Apple notifications via Integromat ( (SETTINGS) -> APPS&INTEGRATIONS->INTEGROMAT).

Email communication is free of charge. For SMS an additional fee per message applies.

2 Communication with Guests

2.1 Email

  • Confirmation Messages are the messages shown and sent to guests automatically after they have made a booking. Confirmation messages can be fully customised. Different messages can be sent for different booking types. They can be customised in (SETTINGS) ->GUEST MANAGEMENT->CONFIRMATION MESSAGES. Confirmation messages are automatically sent to all bookings made on your own web site but not for manually added bookings and bookings from channels which send their own confirmation (almost all channels) and do not require Beds24 to send an additional one (for example TripConnect, VRBO/Homeaway XML).
  • Cancellation Messages are only sent from the system if you allow guests to cancel the booking themselves and for bookings from channels which do not send confirmations directly to the guest. The system messages are not customizable. If required you can set up an Auto Action Email which triggers automatically if a guest cancels.
  • Auto Actions are pre canned Emails which can be sent to guests automatically at a pre set trigger time. Alternatively the can be set up for manual sending. They can use Template Variables to include information specific to the booking. Auto Action Emails can be set up in (SETTINGS) ->GUEST MANAGEMENT->AUTO ACTIONS.

Emails are sent in the language defined in the "Mail & Action" tab of the booking. For online bookings this is the language the guest used to book. If no language code is set the system uses the default language of the booking page which is set in (SETTINGS) ->BOOKING PAGE->INTERNATIONALIZATION.

2.2 SMS

In (SETTINGS) ->GUEST MANAGEMENT->AUTO ACTIONS you can set up manual and automated Auto Actions to send SMS messages to guests.

We can set a short alphanumeric code (max 11 char) that the guest sees as the sender of the message for a fee. This could be your trading name for example. The code will be set for the masteraccount (the account paying for the SMS) and apply to all subaccounts.

SMS can only be used to communicate Information about a current booking. For legal reasons you can not use SMS for marketing purposes including discounts or vouchers.

2.3 Messages via Guest Login

Guest can send you messages via the Guest Login. When a guest sends a new message via the guest login you will receive an Email notification which you can reply to via your email service.

2.4 Messages via WhatsApp

To send a WhatsApp message to guests click on the green icon next to the phone number in the "Summary" tab of the booking.

To use this service you need an account with WhatsApp and WhatsApp installed on the device you are logged in to.

2.5 Messages from OTAs

You can communicate with Airbnb, Booking.com and VRBO guest directly from Beds24. See the Airbnb, Booking.com and VRBO help pages for more information.

2.6 Languages

If you have activated multiple languages in (SETTINGS) ->BOOKING ENGINE->INTERNATIONALIZATION you can set templates in multiple languages. The language code from the "Mail & Actions" tab of the booking is used to determine which language Email correspondence is sent to the guest. Not all OTAs send language information. If you set "Deduce language from country" = Yes in (SETTINGS) ->CHANNEL MANAGER the system will try to deduce the language from the guests country if no language information is available.

As a service to the guest the content of the confirmation table and invoice table will always use the guests language even if it is not supported.

3 Email Addresses

By default Emails to guests are sent from Beds24.

If you do not want to use your own email address they will be sent from the system email address. To change your settings go to (SETTINGS) ->ACCOUNT->OUTGOING EMAIL. Sub accounts can be used to use different outgoing email addresses for multiple properties in one account.

4 Guest Login

If you have allowed guests to use the guest login in (SETTINGS) ->GUEST MANAGEMENT->GUEST LOGIN they can send messages to your Email address from there.

Email communication is free of charge. For SMS an additional fee per message applies.

5 Trouble Shooting

Some browsers block pop up email. If your email programme does not open when you want to manually send a confirmation message or auto action email you might need to change your browser settings.

Some email programmes limit the number of characters. If you want to manually send a confirmation message or auto action email you might need to shorten the message to accommodate the capabilities or your email system.

Subcategories

This category has only the following subcategory.

C

Retrieved from "https://wiki.beds24.com/index.php?title=Category:Messaging&oldid=25134"