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Quick SMS - Send Instant Messages

Quick SMS allows you to send immediate text messages to guests and contacts without setting up a full campaign. Perfect for urgent communications, one-off messages, or rapid responses to guest inquiries.

Overview​

Quick SMS is available throughout SendSquared, enabling you to send messages from wherever you're working:

  • Reservation Lists - Message guests about specific bookings
  • Groups & Segments - Send bulk messages to targeted audiences
  • Contact Profiles - Direct messaging to individual contacts
  • Contact Reservations - Message about specific stays
When to Use Quick SMS
  • Urgent Updates: Weather alerts, property access changes, maintenance notifications
  • Personal Touch: Welcome messages, special offers, birthday greetings
  • Quick Responses: Answer questions, provide information, handle requests
  • Testing: Test message templates and content before campaigns

Sending Quick SMS from Different Locations​

From Reservation Lists​

Send SMS to guests with upcoming or current reservations.

Quick SMS from Reservation List

  1. Navigate to Reservations from the main menu
  2. Filter to find your target reservations (by date, property, status, etc.)
  3. Click the SMS button for the filtered results
  4. Compose and send your message to all filtered reservations

Use Cases:

  • Notify about check-in time changes
  • Send property access codes
  • Weather or emergency alerts
  • Maintenance notifications
  • Special offers for current guests

From Groups & Segments​

Send bulk SMS to entire groups or segments with a single action.

Quick SMS from Groups and Segments

  1. Go to Audience → Segments or Groups
  2. Find your target segment/group in the list
  3. Click the SMS button on the right side of the row
  4. The SMS compose modal will show recipient count
  5. Compose and send to all members

Segment Column Guide:

  • Total: All contacts in segment
  • Verified: Contacts with verified numbers
  • Opted in SMS: Gave SMS consent
  • Subscribed SMS: Active SMS subscribers
  • Sendable SMS: Ready to receive (opted-in + valid number)

Use Cases:

  • Seasonal promotions to past guests
  • Area event notifications
  • Last-minute availability alerts
  • Loyalty program updates
  • Market-specific offers

From Contact Profile - Direct Message​

Send a personal SMS directly to an individual contact.

Quick SMS from Contact Profile

  1. Open any contact profile
  2. Click the Text Message button in the action bar
  3. Compose your personal message
  4. Select sending phone number if multiple available
  5. Send immediately

Features Available:

  • View conversation history
  • See previous messages
  • Upload media attachments
  • Use SMS templates
  • Track delivery status

Use Cases:

  • Personal responses to inquiries
  • VIP guest communications
  • Owner updates
  • Follow-up on issues
  • Thank you messages

From Contact Profile - Reservation Tab​

Message a contact about a specific reservation.

Quick SMS from Contact Reservation

  1. Open the contact profile
  2. Navigate to the Reservations tab
  3. Find the specific reservation
  4. Click the SMS icon for that reservation
  5. Message will be contextualized to that booking

Contextual Information:

  • Reservation dates
  • Property details
  • Booking status
  • Guest count
  • Special requests

Use Cases:

  • Booking confirmations
  • Pre-arrival instructions
  • During-stay check-ins
  • Checkout reminders
  • Post-stay follow-ups

SMS Compose Modal​

The SMS compose interface provides all the tools needed for effective messaging.

Quick SMS Compose Modal

Message Composition Features​

Text Message Field​

  • Character Counter: Shows remaining characters (160 for single SMS)
  • Message Segments: Indicates if message will split into multiple parts
  • Unicode Support: Handles emojis and special characters
  • Token Support: Insert merge fields for personalization

From Number Selection​

  • Choose from your available phone numbers
  • Different numbers for different purposes:
    • Main office line
    • Booking support
    • Property-specific numbers
    • Marketing campaigns

Media Attachments​

  • Upload Asset: Attach images or documents
  • Supported formats: JPG, PNG, GIF, PDF
  • Automatic MMS conversion when media attached
  • Size limits apply (varies by carrier)

Templates and Quick Replies​

  • Quick Reply: Pre-written responses for common scenarios
  • SMS Template: Load saved message templates
  • Templates can include:
    • Personalization tokens
    • Standard disclosures
    • Compliance language
    • Brand messaging

Best Practices for Quick SMS​

Message Content​

  1. Start with Context: "Hi [Name], this is [Your Company]..."
  2. Be Concise: Get to the point quickly
  3. Clear CTA: What should they do next?
  4. Include Options: "Reply YES to confirm" or "Call us at..."
  5. Professional Tone: Friendly but business-appropriate

Timing Considerations​

  • Respect Time Zones: Send during waking hours (8am-9pm)
  • Urgency Matters: Immediate for urgent, schedule for routine
  • Guest Journey: Right message at the right time
  • Avoid Overwhelming: Space out multiple messages

Compliance Requirements​

  • Opt-in Status: Only message opted-in contacts
  • Include Opt-out: "Reply STOP to unsubscribe" for marketing
  • Identify Yourself: Always include your business name
  • Purpose Limitation: Stay within consent scope

Advanced Features​

Bulk SMS Sending​

When sending to segments or groups:

  1. Filter First: Narrow down your audience using filters
  2. Click SMS Button: Click the SMS button for that segment/group
  3. Review Count: Verify recipient number in the compose modal before sending

Personalization Tokens​

Use merge fields to personalize at scale:

Hi {{guest.first_name}}, your check-in at {{property.name}} 
is tomorrow at {{reservation.checkin_time}}. 
Door code: {{property.door_code}}

Common tokens:

  • {{guest.first_name}} - Guest's first name
  • {{property.name}} - Property name
  • {{reservation.arrival_date}} - Arrival date
  • {{reservation.confirmation_code}} - Confirmation number
  • {{property.door_code}} - Access code

Message Scheduling​

Quick SMS is designed for immediate sending. For scheduled messages:

  • Use SMS Campaigns for scheduled delivery
  • Set up Automations for recurring scenarios
  • Create Workflows for complex timing logic

Response Handling​

After sending Quick SMS:

  1. Monitor Inbox: Responses appear in Conversations
  2. Auto-Assignment: Replies route to sender
  3. Conversation Threading: Maintains context
  4. Quick Follow-up: Continue conversation naturally

Use Case Scenarios​

Scenario 1: Weather Emergency​

Situation: Hurricane warning for coastal properties

Action:

  1. Create segment: "Guests arriving next 3 days"
  2. Send Quick SMS with evacuation info
  3. Include rebooking options
  4. Monitor responses for assistance needs

Message Example:

URGENT: [Hotel Name] - Due to Hurricane Warning, we're 
evacuating 9/5. Your reservation has been cancelled with 
full refund. Reply or call (555) 234-5678 for rebooking assistance.

Scenario 2: VIP Guest Arrival​

Situation: Returning VIP guest checking in today

Action:

  1. Open contact profile
  2. Review past preferences
  3. Send personalized welcome
  4. Include upgrade offer

Message Example:

Welcome back Mr. Johnson! Your ocean-view suite is ready. 
We've stocked your favorite wine as requested. 
Text me directly if you need anything. - Sarah, GM

Scenario 3: Group Event Notification​

Situation: Local festival affecting all weekend guests

Action:

  1. Filter reservations for weekend
  2. Select all affected bookings
  3. Send traffic/parking advisory
  4. Include shuttle schedule

Message Example:

[Hotel]: Seafood Festival this weekend! Expect traffic delays. 
Free shuttle to fest every 30min from lobby. 
Reserve spots: reply SHUTTLE with preferred time.

Troubleshooting​

Message Not Sending​

Check:

  • Contact has valid mobile number
  • Contact is opted-in for SMS
  • Sufficient SMS credits available
  • Phone number is properly configured

Low Delivery Rate​

Possible Causes:

  • Invalid or landline numbers
  • Carrier filtering (content issues)
  • Opt-out status not updated
  • International numbers without proper format

No Responses Received​

Verify:

  • Reply number is configured correctly
  • Inbox routing rules are active
  • Staff assigned to monitor responses
  • Conversation filters not hiding messages

Reporting and Analytics​

Track your Quick SMS performance:

Metrics to Monitor​

  • Sent Count: Total messages sent
  • Delivery Rate: Successfully delivered percentage
  • Response Rate: Percentage who replied
  • Opt-out Rate: Unsubscribe percentage

Where to Find Reports​

  1. Analytics → SMS Reports
  2. Filter by date range
  3. Group by user, template, or segment
  4. Export for deeper analysis

Quick SMS vs Campaigns​

Use Quick SMS When:​

  • ✅ Urgent, time-sensitive messages
  • ✅ One-off communications
  • ✅ Personal responses needed
  • ✅ Small, specific audiences
  • ✅ Testing message content

Use SMS Campaigns When:​

  • ✅ Scheduled, recurring messages
  • ✅ Complex automation needed
  • ✅ A/B testing required
  • ✅ Detailed analytics needed
  • ✅ Multi-step workflows

Compliance Reminders​

Legal Requirements
  • Always respect opt-in status
  • Include opt-out instructions for marketing
  • Maintain consent documentation
  • Follow TCPA guidelines
  • Respect quiet hours (8am-9pm local)

Tips for Success​

Response Time​

  • Immediate: Service issues, booking problems
  • Within 1 hour: General inquiries, requests
  • Same day: Non-urgent questions, feedback

Message Frequency​

  • Reservation Cycle: 3-5 messages max
  • Marketing: 4-6 per month maximum
  • Service: As needed, but sparingly
  • Emergency: As required

Content Strategy​

  1. Value First: Every message should provide value
  2. Action-Oriented: Clear next steps
  3. Mobile-Optimized: Short, scannable messages
  4. Test First: Send to yourself before bulk sends

Getting Support​

Need help with Quick SMS?

  • Email: support@sendsquared.com
  • Include screenshots of any errors
  • Provide message examples if delivery issues
  • Note recipient counts for bulk send problems