@zagent I’m showing some screenshots here of what the “quick replies” system that @gillian and @Lynick4442 mentioned. When I discovered these, it was a huge relief because up until then I’d been saving standard replies in a document that I had to open up and personalise each time!
So in this first shot, you can see my exchange with a recent guest, telling him about check out time and what they need to do. This is a “quick reply” where I have a generic message in the system that ABB personalises for me by entering the guest first name and my check out time. See at the bottom where my cursor is hovering over the “quick replies” icon?
So, if you click on that icon, you’ll get to a menu like the one below, where you can access a pre-saved list of quick replies. As you can see, I’ve created replies for all kinds of standard situations, like responding to an Instant Book request if they have sent enough information, or responding if they haven’t sent enough information. I have options I can choose depending on the guest situation.
For example, I have created 2 possible replies to a refund request. I haven’t actually had a refund request yet, but I drafted these after reading the excellent advice on this forum. You can’t see the full text here, but I drafted these with very precise language about when they would receive a refund if I decided to grant one.
I also have a message that I send 4 days before they come to stay, because I use the “moderate” cancellation option. 5 days before their stay is the last time they can cancel, so after that period is over is when I start engaging with them about their check in time and have them choose a code for their smart lock:
I’ve developed a lot of these messages based on advice I gleaned from this forum. Others, I develop after I’ve responded to one guest – like one guest asks for restaurant recommendations, so then I save my reply as a “quick reply” I can use for future guests.
Now, if you click on “manage” in the top right corner, you get to a menu that looks like this, where you can edit any of your replies, and you’ll get an option to have the system automatically insert stuff, like guest first name, check in time, check out time, etc.: