Never miss unanswered chats with Duve's new automated reminders!
Elevate your communication efficiency with our new automated email & WhatsApp reminders. Now, your staff can create timely alerts whenever a message in the Communication Hub remains unanswered beyond a preset timeframe.
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.
Customize the system to notify any of your team members by WhatsApp or email if no response is provided within 3, 6, 12, or 20 minutes.
In order to use WhatsApp messages, SMS and WhatsApp messages must be enabled from the Billing page in your Duve account.
Overview
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.
- Timing: Alerts are sent during all hours of the day, regardless of active and away timeframes set, for full coverage
- Opt-In Requirement: Customer with Pro plan and more. To utilize the new service, accounts must opt-in to the Duve messaging package, ensuring access to advanced communication features and capabilities.
Limitations:
- DuveAI can not be turned on in order for the host to recieve WhatsApp or Email messages
- Auto Reply should be disabled in order for the Alerts to be sent
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?
Navigate to: Settings > Communication > Unanswered Chats, and ensure your team is enhancing guest satisfaction with prompt service. Click 'Add Alert' to create the alert.
Select the timing, communication channel, and desired recipients, and then click Save.
Timing options:
- 3 minutes
- 6 minutes
- 12 minutes
- 20 minutes
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 contains 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 Email more information will be presented ➝
- Check in & Check-out dates
- Pre Check in Status
- Number of Guests
- Email address
- Phone Number
- Duve Reservation ID
Whatsapp
Hosts will receive the WhatsApp messages from a Duve default number, depending on the local number of the user.
Duve default numbers are: Israel, US and France. If the user does not have a local number from one of those countries, the user will receive the messages from the US phone number.
Duve default numbers are: Israel, US and France. If the user does not have a local number from one of those countries, the user will receive the messages from the US phone number.
In order to reply to the guest, please click the link inside the message to direct you to the communication hub. Replies directly in WhatsApp will not be sent to the guest.
Comments
0 comments
Please sign in to leave a comment.