<aside> <img src="https://s3-us-west-2.amazonaws.com/secure.notion-static.com/26de7cf0-a82d-4819-8611-e66a46f11de2/back.png" alt="https://s3-us-west-2.amazonaws.com/secure.notion-static.com/26de7cf0-a82d-4819-8611-e66a46f11de2/back.png" width="40px" /> Back

</aside>

<aside> <img src="https://s3-us-west-2.amazonaws.com/secure.notion-static.com/1862178a-bd6c-4cf7-ade5-cd40971ec5d6/fetch.png" alt="https://s3-us-west-2.amazonaws.com/secure.notion-static.com/1862178a-bd6c-4cf7-ade5-cd40971ec5d6/fetch.png" width="40px" /> Back to the app

</aside>

<aside> <img src="https://s3-us-west-2.amazonaws.com/secure.notion-static.com/78011eb5-84a7-4879-a35a-107365db12a5/web.png" alt="https://s3-us-west-2.amazonaws.com/secure.notion-static.com/78011eb5-84a7-4879-a35a-107365db12a5/web.png" width="40px" /> Fetch Website

</aside>

<aside> 💡 Purpose

To allow your staff to communicate with guests from directly within Fetch Ticket Management, creating a full closed-loop guest engagement center. → We provide the flexibility to engage with guests however best fits the situation: whether that be email, SMS, or a more personal touch

</aside>

<aside> 📍 Navigation

To access messages, go to the Ticket Management page from the dashboard. Click on any ticket, and you'll find the SMS feature located at the bottom of the ticket details dashboard, alongside the Email and Notes tabs.

</aside>

How it works

The two-way communication is embedded in the ticket management dashboard, allowing for full conversations with your guests.

→ Whenever a ticket is created, you simply select it and will be presented with all of the direct communication options.

→ Any messages sent will be displayed (with a time and date stamp), and any responses will come back into the system for everyone to see.

Choosing Your Approach You can email, SMS, leave notes for other staff members to see, or any combination of the three. To choose which tool to use, select the appropriate tab

Email Send an email directly to the guest, and any responses will come back into the ticket management dashboard. → The sender name will be the same as the one that appears on your surveys. → The subject is customizable in the Customization Center, and is always ended with a unique ticket ID for that specific guest.

SMS You can send text messages directly to the guest, and receive any responses right back into the ticket management dashboard. → If no phone number is provided by the guest, this feature will be unavailable for that particular ticket