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Same-Day Inquiry Response Automation

The Same-Day Inquiry automation acknowledges guest inquiries received outside business hours and commits to prompt follow-up. This automation maintains responsiveness while setting appropriate expectations.

Overview​

Purpose: Acknowledge after-hours inquiries and schedule morning follow-up.

Trigger: Inquiry received outside business hours (5 PM - 9 AM, weekends, holidays).

Channels: Email (immediate) with morning call scheduling.

Setup Instructions​

  1. Navigate to Automations in your SendSquared dashboard
  2. Click + Create New Automation
  3. Select After Hours Response from the template library
  4. Configure the automation with the following nodes:

Step 1: Configure Time-Based Trigger​

  1. Select the Business Hours trigger
  2. Set conditions:
    • Outside Hours: 5:00 PM - 9:00 AM
    • Weekends: Saturday, Sunday
    • Holidays: Company calendar
    • Time Zone: Property local time

Step 2: Send Immediate Response​

  1. Add an Email action
  2. Create friendly acknowledgment template
  3. Include estimated callback time

Step 3: Schedule Morning Task​

  1. Create Internal Task for next business day
  2. Set task time:
    • Morning priority: Before 10 AM
    • Include guest's local time zone
    • Assign to appropriate agent

Email Template​

Subject: We've received your inquiry - We'll call you tomorrow morning

Dear [Guest Name],

Thank you for contacting us about [Property/Location]!

I received your inquiry at [Time] and want to personally discuss your upcoming stay. Since this came in after hours, I'll call you tomorrow at [Estimated Time] to help with:

• Your dates: [Dates if provided]
• Property preferences
• Any special requirements
• Specific questions you have

If [Estimated Time] doesn't work for you, please reply with your preferred call time.

In the meantime, you can:
• Browse our collection: [Link]
• Check availability: [Link]
• Email additional questions

I'm looking forward to speaking with you tomorrow!

Best regards,
[Agent Name]
[Phone] | [Email]

P.S. Need immediate assistance? You can:
• Text "URGENT" to [Number] for same-night response
• Call our after-hours number: [Number]

Morning Task Template​

[PRIORITY: After-Hours Inquiry Follow-up]

Inquiry Received: [Time/Date]
Response Due: Before 10 AM

Guest Details:
- Name: [Name]
- Phone: [Phone]
- Email: [Email]
- Inquiry Type: [Website/Phone/Chat]

Inquiry Summary:
- Property Interest: [Property]
- Dates: [Dates]
- Special Requests: [Notes]
- Local Time Zone: [Zone]

Action Items:
□ Call within first hour of business day
□ Reference specific inquiry details
□ Address any urgency mentioned
□ Send follow-up email after call
□ Update lead status promptly

Best Practices​

  • Acknowledge within 15 minutes of receipt
  • Be specific about callback time
  • Consider guest's time zone for scheduling
  • Prioritize morning calls by urgency
  • Keep commitment to specified time
  • Have property information ready for call

Special Considerations​

Weekend Inquiries​

  • Offer Monday morning callback
  • Include emergency contact option
  • Highlight weekend-specific availability

Holiday Period​

  • Acknowledge holiday delays
  • Provide extended office hours if available
  • Offer alternative contact methods

International Guests​

  • Calculate time zone differences
  • Suggest mutually convenient times
  • Offer email communication option

Common Issues and Troubleshooting​

  • Time zone confusion: Clearly state both times (guest's and property's)
  • Missed callbacks: Set internal alerts and have backup agents
  • Email deliverability: Use clear subject lines to avoid spam