Overview
Pre-made messages help answer repetitive questions from guests and acknowledge frequent incidents, streamlining communication. Additionally, while the property info feature provides answers specific to the property, pre-made messages are relevant to all properties and encompass a wider variety of questions and scenarios.
You can access the pre-made messages feature directly in the guest chat. Just click on the blue chat icon 
in the message text box.
Pre-made messages are categorized into two types: Sales and Customer Support, each offering pertinent information depending on the reservation status, whether it's an Inquiry or Confirmed.
Each time a pre-made message is utilized, it will tag the conversation, offering a clear insight into the most recent interaction with the guest.
Interface
Existing Messages |  All existing messages appear here, to insert a message click on the blue paper plane icon |
Filter by Category |  Filter the results by the message type: Customer Support, Sales or All |
Search Bar |  Search for keywords to quickly find your desired pre-made message |
Create a New Pre-made Message | click the |
Insert Guest Name |  Using this button will automatically insert the guest first name, using the variable @{guest_name}. |
Text box |  The selected pre-made message will appear here, allowing you to modify the text as necessary. |
"Send Message" Button (in Teal). |  Use this button to send the pre-made message to guest. |
next to the desired message. You can also edit 
or delete 
a message. 
button to create a new pre-made message (located by the search bar)
Using Pre-made Messages
Follow these steps to use the pre-messages during a conversation with guests:
In the guest chat, within the message box, click on the blue chat icon
positioned at the bottom left. A pop-up window displaying all existing messages will open. Search for the pre-made message you need by using relevant keywords in the search bar.
Locate the relevant message and click on the blue paper plane icon
This will populate the pre-made message in the text box (located on top)
If necessary, you can modify the text and include the guest's name by using the "Insert Guest Name" button
. (Typically, pre-made messages are crafted with a placeholder (@{guest_name}) for the guest's name during creation.)Send your message using the teal paper plane icon next to the text box
💡 Note that when sending a pre-message it will also add a tag to the conversation
Create new pre-made messages
Pre-made messages can be created for future use and reference
Follow these steps to create a new pre-made:
In the guest chat, within the message box, click on the blue chat icon
positioned at the bottom left. A pop-up window displaying all existing messages will open. Click on the
next to the search barFill in the fields:
Title: Add a title
Department: Choose the applicable department: Sales or Customer Support.
Choose Topic: From the available options, select the topic that applies.
Keywords: Include keywords that correspond to the content of the pre-made message.
Message: Incorporate the content for the pre-made message. Utilize the variable @{guest_name} within the message to insert the guest's name.
Click on Save.