Text Messaging Templates

The Templates section is where you create and manage the text message templates used throughout the ReservationKey text messaging system. Templates define the content of your messages and can also trigger automations based on guest responses.

Creating or Editing a Template

To create a new template, click Add Template. To modify an existing template, click on its name in the list to open it for editing.

• Template Name: Used internally to identify and reference your template.
• Message Body: The content of the text message that will be sent.

Using Merge Codes

Merge codes allow you to personalize messages automatically using data from your reservations. To insert a merge code:

1. Click within the message body where you want the code to appear.
2. Select the desired merge code from the list.
3. The code will be inserted at the cursor position.

Examples of merge codes include guest name, property name, check-in date, or reservation ID.

Setting Up Automations

Automations define actions that occur automatically based on the guest’s reply to a text message. Each automation can contain one or more action groups, which are triggered by specific responses.

For example, if a guest replies with the letter E to a message offering early check-in, the following actions could be triggered:

• Add a star or flag to the reservation for easy identification.
• Add an item for sale such as the early check-in fee.
• Send an automatic text message reply to the guest confirming that their early check-in has been accepted.
• Send a notification message or email to yourself or staff as a reminder that early check-in was purchased.

Multiple Actions per Response

You can add as many actions and events within an action group as needed. Each event defines a specific follow-up step based on the response received.

Triggering Events for All Responses

If you leave the Response field blank in an action group, that group will trigger regardless of what the guest’s reply was. This can be useful for scenarios such as alerting yourself every time a text message is received.

For example, you could set up an automation that sends a notification to your phone or email whenever a new message comes in. In the message body, you might include merge codes such as Guest First Name and Reservation ID to help identify who sent the message.