Duve presents a feature designed to address communication gaps and improve guest satisfaction. This new capability strengthens the Communication Hub by providing hosts with timely notifications for unanswered guest messages, empowering them to maintain proactive communication and elevate guest experiences.
Enhanced Interface: The "Auto reply" screen is renamed to "Unanswered Chats," reflecting its expanded functionality in addressing unanswered guest messages.
Background:
The latest enhancement to the Communication Hub aims to streamline communication processes and emphasize unanswered guest inquiries, which can potentially impact guest satisfaction levels.
Feature Setup & Overview
- Customizable Alerts: Hosts can set alerts for unanswered messages via the new "Reminders" section, tailored to their preferred response timeframe and communication channels.
- Multi-Brand Support: Alerts can be configured separately for each brand, providing flexibility and customization options for diverse hosting environments.
- Notification Channels: Alerts can be delivered via WhatsApp or email, with WhatsApp alerts requiring hosts to have registered phone numbers for users.
- Immediate Response Link: Notifications include a direct link for immediate response, enabling hosts to quickly access and engage with guest messages.
- Opt-In Requirement: To utilize the new service, accounts must opt-in to the Duve messaging package, ensuring access to advanced communication features and capabilities.
Notification Messages:
- WhatsApp: Notifications include details such as guest name, rental address/room number, message content, stay dates, and guest contact information. Hosts can seamlessly access the conversation for a prompt response.
- Email: Email notifications provide a summary of the unanswered chat message along with a link to access the conversation in the Communication Hub, facilitating quick and efficient responses.
How to set it up?
Go to communication > Unanswered chat > Add alert
Select Timing trigger
What do the alerts look like?
Email ➝
A subject line with the message "New unanswered chat message" with the timing the host selected
- 3 minutes
- 6 minutes
- 12 minutes
- 20 minutes
The email will contain a 'reply' button which the host can click and respond to the guest directly from the email. In addition, the room number will appear alongside the guest name and a timestamp includes the specific date and time.
At the bottom of the page more information will be presented ➝t
- check in & check out dates
- pre check in status
- Number of guests
- Email address
- phone number
- Duve reservation id
Whatsapp:
A few limitations to the Alerts:
- In case the auto reply or AI has answered, no notification will be sent
- The notification message that the user will receive will only contain 50 characters
- If the guest's message includes a file, the user will receive 'Uploaded file' in the message.
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