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Setting Up and Using Quick Replies

Quick Replies allow you to send consistent standard responses via email or SMS to customers. These pre-written messages can be customized using text, tokens, or links that you frequently send to prospective and current guests.

What Are Quick Replies?​

Quick Replies are pre-formatted response templates that can be quickly inserted into emails or SMS messages. They help:

  • Maintain consistent messaging across your team
  • Save time when sending common responses
  • Ensure accurate information is shared with customers

Common use cases include:

  • Website links
  • Unit descriptions
  • Frequently asked questions
  • Booking policies
  • Directions and check-in information

Creating Quick Replies​

To set up Quick Replies:

  1. Navigate to Global Settings
  2. Click on Quick Replies
  3. Click Add New Reply

Configuration Options​

When creating a new Quick Reply, you'll need to provide:

  • Reply Name: Give your Quick Reply a descriptive name that clearly identifies its purpose and type

    • Use a consistent naming convention to make finding specific replies easier
    • Example: "FAQ - Pet Policy" or "Link - Booking Page"

  • Reply Type: Select the type of communication this reply will be used for

    • Email
    • SMS
    • Both

  • Reply Content: Enter the actual text of your quick reply in the text box

    • You can include formatting, links, and tokens as needed
    • Keep replies concise and focused on a single topic

Best Practices for Quick Replies​

Content Organization​

  • Group similar replies: Create categories of replies (FAQs, Policies, Links, etc.)
  • Use clear naming conventions: Make names descriptive and searchable
  • Keep content updated: Regularly review and update Quick Replies to ensure information is current

Effective Content​

  • Include personalization tokens where appropriate (guest name, reservation dates, etc.)
  • Keep messages conversational but professional
  • For longer information, consider linking to a webpage rather than including all details

Using Quick Replies​

After setting up your Quick Replies:

  1. Refresh your session to make the new replies available
  2. When composing an email or SMS:
    • Place your cursor where you want to insert the Quick Reply
    • Click the Quick Replies dropdown
    • Select the desired reply from the list

Advanced Usage​

  • Multiple replies: You can use as many Quick Replies in a single message as needed
  • Combined with templates: Quick Replies can be used in conjunction with email templates
  • Customization: After inserting a Quick Reply, you can edit the text to personalize it further

Example Quick Replies​

Here are some examples of useful Quick Replies to consider creating:

Booking Information​

You can check availability and make a reservation directly on our website at: [YOUR BOOKING URL]. 
This will show you real-time availability and our best rates.

Check-in Details​

Check-in time is 4:00 PM. Our office is located at [ADDRESS]. If you'll be arriving after 6:00 PM, 
please let us know so we can arrange for after-hours check-in.

Pet Policy​

We do allow pets at select properties for an additional fee of $[AMOUNT] per night. 
Please note there is a maximum of 2 pets per property, and weight restrictions may apply.

Troubleshooting​

If you don't see your Quick Replies in the dropdown:

  • Make sure you've refreshed your session after creating the replies
  • Check that you have permission to use Quick Replies
  • Verify the Quick Reply is configured for the communication type you're using (email or SMS)