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<aside> 💡 Purpose
This is where we can customize the messaging of automated surveys. Determine what messaging will go out based on what outcome comes from the guest whether they respond with a low rating or a high rating or maybe they don’t respond at all. We can determine all of that here!
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<aside> 📍 Navigation
Simply go to Customization Center and select “VIEW SURVEY”.
To create new tickets: Ticket Management > Create Ticket > Search for Future Guest
To send a message: Ticket Management > Search for your Guest > Search for Future Guest
Or Messages > New Broadcast Message > select message time ‘Now’ > Search for your guest > Search for Future Guest
Itineraries: Top Right Drop Down > Itineraries > Create a new Itinerary > Search for Future Guest
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<aside> 📒 Note: Be sure to click “Save & Finish” after your changes to ensure they’re saved.
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Setting A Delay To ensure your survey arrives at the perfect time, we suggest using a delay.
ensure your survey arrives at the perfect time, we suggest using a delay.
Customize your Closing Thank You Message
Here, you can customize the thank you message that is automatically sent to guests after they leave a rating. This allows you to tailor your message based on whether the rating was positive, neutral, or negative—ensuring your response feels appropriate and thoughtful!
Wait for Staff Reply
Normally, the autoresponse will wait for the set delay time before sending the message to the guest. However, if this box is checked, the autoresponse will not be sent out if a staff member responds to the guest before the delay time expires.
“Quiet Hours” Sometimes a guest arrives late and might get disturbed by receiving their welcome text message/survey in the middle of the night as a result. And it is also a missed opportunity to capture their rating/comment. So you can set "quiet hours" to avoid this.
You can also set your Timezone to ensure the hours are automatically adjusted, so you don’t have to convert them to UTC manually.
If activated, any guests who check in during "quiet hours" will not have their survey sequence started until the quiet hours end. All you have to do is pick a start and end time. Easy! And all other messages will still send as planned--no other functionality is disturbed. When choosing your start/end time, take into account that this is based on guests who arrive during quiet hours. If someone arrives before quiet hours, they will still have the survey sequence started after your selected delay--even if that falls within quiet hours.