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    Triggered Correspondence

    Automate sending an SMS or email from RMS.

    Decision Tree

    Triggered Correspondence enables automating communications based on predefined rules and conditions.

    • Information
    • Setup
    • Automation Examples
    • Add Button

    Information

    Triggered Correspondence enables automating communications based on predefined rules and conditions.

    SMS, emailed Form Letters and Interactive Form Letters to the Guest Portal can all be automated using Triggered Correspondence.

    Automation can be set to send the select SMS or Form Letter at the time an action occurs, a set amount of time before or after an action occurs or a specific time of day.

    Additional criteria can be set to only send the Triggered Correspondence based on the Reservation Status, Rate Type, Company, Travel Agent and/or date range of Reservation Made or Reservation Stay Dates as well as action specific criteria including 'Arriving Today', 'Currently In-House' or 'Departing Tomorrow'.

    Triggered Correspondence set to send using either 'Specific Time of Day' or 'X Periods Before or After an Action' will only apply to Reservations created after the Triggered Correspondence is saved if 'No' is selected when prompted to apply to all current and future Reservations during setup.

    The 'Apply to Existing Reservations' option can be used to later update all current and future Reservations to use the new Triggered Correspondence rule.

    Triggered Correspondence set to send 'At the time of an action occurring' will apply to any new or existing Reservation if that action occurs.

    Triggered Correspondence set to send to the Guest Portal includes the option of being set as a Monitored Trigger.

    Monitored Triggers include a due date with optional reminders that can be tracked on the 'Triggers' tab of the Reservation or on the Monitored Triggers dashboard.

    Monitored Triggers are only available when the Trigger Type is set to 'X Periods Before or After an Action' and the Correspondence Type is 'Guest Portal'.

    Interactive Form Letters can be used with Monitored Triggers and include the option to request a file upload in the  Guest Portal to obtain a copy of photo identification or travel documentation.

    Any file uploaded in the Guest Portal will be saved on the 'Photo' tab of the Guest Profile.

    All correspondence sent using Triggered Correspondence will be recorded on the 'Correspondence' tab of the Guest Profile and Reservation.

    The following options are available for Triggered Correspondence.

    Trigger Types
    At the Time of an Action Occurring
    Reservation Cancelled
    Check-in
    Check-out
    Confirmed
    Quote Status to Unconfirmed Status
    New Reservation Created
    Area Status Set to 'Clean' (Arriving Guest)
    Account Balance Updated to greater than or equal to the entered value.
    Area Status Set to 'Dirty' (Associated Housekeeper)
    Status Set to 'Inspect' (Associated Housekeeper)
    Guest New Guest Profile Created
    Job Status Set to 'Awaiting Parts'
    Status Set to 'Cancelled'
    Status Set to 'Completed'
    Status Set to 'Quoted'
    Status Set to 'Reported'
    Status Set to 'Started'
    X Periods Before or After an Action
    Before Reservation Arrive Date
    Reservation Depart Date
    Guest Credit Expires
    Housekeeping Inspection
    Pass Expiry
    RMS Pay By Link Expiry
    Pencil Reservation Expiry
    Reservation Second Deposit Due
    After Rate Table Bond Paid in Full
    Rate Table Bond Paid in Part
    Reservation Cancelled
    Reservation Check-in
    Reservation Check-out
    Reservation Confirmed
    Reservation Depart Date
    Reservation Deposit Due
    Guest Portal Documents Pending
    Guest Credit Expires
    Guest Loyalty Sign Up
    Account Tax Invoice Created
    Pencil Reservation Expiry
    Reservation Made
    Reservation Modified
    Reservation Second Deposit Due
    Specific Time of Day
    At the Set Time Daily or on a Day of the Week Arriving Today
    Departing Tomorrow
    Currently In-House
    Date Filters
    No Date Validation, Date Range or Today Reservation Created
    Reservation Stay Dates
    Reservation Arrive Date
    Reservation Arrive Day of the Week
    Reservation Filters
    Marketing Correspondence Will only send if the 'Marketing Opt Out' field is set to 'No'.
    Exclude Group Masters Will not send to the Guest Profile on the (Master) of a Master Reservation.
    Exclude Group Sibling Reservations Will not send to the Guest Profile on any Sibling Reservation in a Master Reservation.
    Only Include Confirmed Status The Reservation Status must be 'Confirmed' to send.
    Only Send if Account has a Balance Will only send if the Account Balance is not 0.00
    Only Send if Monitored Triggers are Completed Will only send if the status of the Monitored Triggers is 'Completed'.
    Length of Stay Will only send if the Reservation's length of stay is for the minimum and/or maximum entered.
    Only Include Selected Reservation Statuses Will only send if the Reservation is in one of the selected statuses.
    Send To
    Primary Guest Sends to the Primary Guest Profile on the Reservation.
    Additional Guests Sends to any additional Guest Profiles on the Reservation that are not the Primary Guest.
    Company Sends to the Company using the Company Details.
    Travel Agent Sends to the Travel Agent using the Travel Agent Details.
    Property Sends to the Property.
    Contact Sends to the selected Contact on the Reservation.
    Owner Sends to the Owner of the Area on the Reservation.
    Third Party Sends to the Third Party.
    User Sends to the selected User.
    Housekeeper Sends to the selected Housekeeper.
    Exclusions
    Exclude or only apply to the selected. Company
    Rate Type
    Category
    Booking Source
    Travel Agent


    Arrive, Depart, Category, Area, Reservation, Guest, Booking Source, Company, Travel Agent and Rate are default System Labels that can be customised.

    The 2-Way SMS module is required to send SMS in RMS.

    System Administrators will require Security Profile access to setup this feature.


    • Setup
    • Add Button

    Setup

    Have your System Administrator complete the following.

    1. Go to Setup > Correspondence > Triggered in RMS.
    2. Select the 'Add' icon.
    3. Enter a Name and select the 'Next' icon.
    4. Select the Trigger Type.
    5. Select & Enter the Trigger Rules then choose the 'Next' icon.
    6. Select the Correspondence Type.
    7. Select the Correspondence Template and choose the 'Next' icon.
    8. Optional: Add Date Filters.
      1. Select the 'Add' icon.
      2. Select the Date Made option.
        1. Select the Date Range.
      3. Select the Reservation Stay Dates option.
        1. Select the Date Range.
      4. Select the Reservation Arriving option.
      5. Optional: Select the checkbox for Days of the Week.
      6. Select 'Save/Exit'.
    9. Select the 'Next' icon.
    10. Select the checkbox for the Reservation Filters.
    11. Select the checkbox for the Reservation Statuses to include.
    12. Select the 'Next' icon.
    13. Select the Recipients and choose the 'Next' icon.
    14. Optional: Select the Exclusions.
      1. Expand an Exclusion Type.
      2. Select the Exclusions and choose the button.
      3. Repeat for all required Exclusions.
    15. Select the 'Save/Exit' icon.
    16. Select 'Yes' or 'No' if prompted with an option to update current and future reservations with the new Triggered Correspondence Rule.


    Select the  'Back' button to make changes in a previous step.

    Monitored Triggers are only available when the Trigger Type is set to 'X Periods before or after an action' and the Correspondence Type is 'Guest Portal'.

    Step 16 will only occur if the Trigger Type is set to 'X Periods before or after an action' or 'Specific Time of Day' and will update all current and future reservations to receive the new Triggered Correspondence if 'Yes' is selected.


    • Guide
    • Add Button

    Guide

    Go to Setup > Correspondence > Triggered in RMS.

    Select the  'Add' icon.

    Enter a Name and select the  'Next' icon.

    Select the Trigger Type.

    Select & Enter the Trigger Rules then choose the  'Next' icon.

    Select the Correspondence Type.

    Select the Correspondence Template and choose the  'Next' icon.

    Optional: Add Date Filters.

    Select the  'Add' icon.

    Select the Date Made option and select the Date Range.

    Select the Reservation Stay Dates option and select the Date Range.

    Select the Reservation Arriving option.

    Optional: Select the checkbox for Days of the Week.

    Select  'Save/Exit'.

    Select the  'Next' icon.

    Select the checkbox for the Reservation Filters.

    Select the checkbox for the Reservation Statuses to include.

    Select the  'Next' icon.

    Select the Recipients and choose the  'Next' icon.

    Optional: Select the Exclusions.

    Expand an Exclusion Type.

    Select the Exclusions and choose the button.

    Repeat for all required Exclusions.

    Select the  'Save/Exit' icon.

    Select 'Yes' or 'No' if prompted with an option to update current and future reservations with the new Triggered Correspondence Rule.

    The selected template will now send at the scheduled time and can be monitored on the 'Triggers' tab of a Reservation or the Monitored Triggers checklist.


    Setup

    Have your System Administrator complete the following.

    1. Go to Setup > Correspondence > Triggered in RMS.
    2. Select the 'Add' icon.
    3. Enter a Name and select the 'Next' icon.
    4. Select the Trigger Type.
    5. Select & Enter the Trigger Rules then choose the 'Next' icon.
    6. Select the Correspondence Type.
    7. Select the Correspondence Template and choose the 'Next' icon.
    8. Optional: Add Date Filters.
      1. Select the 'Add' icon.
      2. Select the Date Made option.
        1. Select the Date Range.
      3. Select the Reservation Stay Dates option.
        1. Select the Date Range.
      4. Select the Reservation Arriving option.
      5. Optional: Select the checkbox for Days of the Week.
      6. Select 'Save/Exit'.
    9. Select the 'Next' icon.
    10. Select the checkbox for the Reservation Filters.
    11. Select the checkbox for the Reservation Statuses to include.
    12. Select the 'Next' icon.
    13. Select the Recipients and choose the 'Next' icon.
    14. Optional: Select the Exclusions.
      1. Expand an Exclusion Type.
      2. Select the Exclusions and choose the  button.
      3. Repeat for all required Exclusions.
    15. Select the 'Save/Exit' icon.
    16. Select 'Yes' or 'No' if prompted with an option to update current and future reservations with the new Triggered Correspondence Rule.


    Select the  'Back' button to make changes in a previous step.

    Monitored Triggers are only available when the Trigger Type is set to 'X Periods before or after an action' and the Correspondence Type is 'Guest Portal'.

    Step 16 will only occur if the Trigger Type is set to 'X Periods before or after an action' or 'Specific Time of Day' and will update all current and future reservations to receive the new Triggered Correspondence if 'Yes' is selected.


    • Guide
    • Add Button

    Guide

    Go to Setup > Correspondence > Triggered in RMS.

    Select the  'Add' icon.

    Enter a Name and select the  'Next' icon.

    Select the Trigger Type.

    Select & Enter the Trigger Rules then choose the  'Next' icon.

    Select the Correspondence Type.

    Select the Correspondence Template and choose the  'Next' icon.

    Optional: Add Date Filters.

    Select the  'Add' icon.

    Select the Date Made option and select the Date Range.

    Select the Reservation Stay Dates option and select the Date Range.

    Select the Reservation Arriving option.

    Optional: Select the checkbox for Days of the Week.

    Select  'Save/Exit'.

    Select the  'Next' icon.

    Select the checkbox for the Reservation Filters.

    Select the checkbox for the Reservation Statuses to include.

    Select the  'Next' icon.

    Select the Recipients and choose the  'Next' icon.

    Optional: Select the Exclusions.

    Expand an Exclusion Type.

    Select the Exclusions and choose the button.

    Repeat for all required Exclusions.

    Select the  'Save/Exit' icon.

    Select 'Yes' or 'No' if prompted with an option to update current and future reservations with the new Triggered Correspondence Rule.

    The selected template will now send at the scheduled time and can be monitored on the 'Triggers' tab of a Reservation or the Monitored Triggers checklist.

    Automation Examples

    The below examples are commonly created Triggered Correspondence rules to automate communications.

    For a full list of the options available to create Triggered Correspondence see the 'Information' section of this article.


    Reservation Confirmation

    Use Triggered Correspondence to automatically notify a Guest when the Reservation Status is changed to 'Confirmed' by selecting the Trigger Type as 'At the time of an action occurring' and select the Rule Element as 'Reservation' and the Action as 'Confirmed'.


    Deposit or Second Deposit Due

    Use Triggered Correspondence to automatically notify a Guest when the Deposit Due or Second Deposit Due date is coming up or has passed on the Reservation by selecting the Trigger Type as 'X Periods before or after an action'.

    Before

    Select and enter the Number and Period then choose the When as 'Before' and the Action as 'Deposit Due' or 'Second Deposit Due'.


    After

    Select and enter the Number and Period then choose the When as 'After' and the Action as 'Deposit Due' or 'Second Deposit Due'.


    Pre-Arrival

    Use Triggered Correspondence to automatically send information to a Guest ahead of their scheduled arrival by selecting the Trigger Type as 'X Periods Before or After an Action'.

    Select and enter the Number and Period of time then choose the When as 'Before' and the Action as 'Arrival'.

    Use the checkbox 'Do Not Send if Triggered Time Has Passed' to exclude any Same Day Arrivals or Walk-ins.


    Pre Check-in

    Use Triggered Correspondence to remind a Guest to complete Pre Check-in by  selecting the Trigger Type as 'X Periods Before or After an Action' or 'Specific Time of Day'.

    Use 'X Periods Before or After an Action' to prompt the Guest to complete Pre Check-in days, weeks, months, hours or minutes leading up to their arrival and use the checkbox 'Do Not Send if Trigger Time Has Passed' to prevent sending the Pre Check-in notice to Same Day Arrivals or Walk-ins.

    Use 'Specific Time of Day' to send a reminder or notification to complete Pre Check-in on the Arrive Date.

    Use the Reservation Filter 'Only send to Confirmed Status' to limit the Triggered Correspondence to Confirmed Reservations.


    Area Ready

    Use Triggered Correspondence to automatically alert a Guest their Area is ready for check-in by selecting the Trigger Type as 'At the time of an action occurring' and the Rule Element as 'Reservation' then select the Action as 'Status Set to Clean (Arriving Guest)'.

    Use the Reservation Filter to only send to Guests who have completed Pre Check-in.


    Post Departure

    Send a 'Thank you for staying' or 'Guest Satisfaction Survey' automatically after Reservation Check-out by selecting the Trigger Type as 'X Periods Before or After an Action'.

    Enter the Number and Period of time then select the When as 'After' and the Action as 'Depart'.

    Use the Reservation Filter to only send the Triggered Correspondence when the Reservation Status is 'Departed'.



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