This document discusses general use and functionality of the ThinkMessenger. If you are not yet using ThinkMessenger, please reach out with our team to discuss enhancing your subscription.

TABLE OF CONTENTS

To view a list of your active conversations, start by navigating to Messenger, found in the dropdown menu under the ThinkReservations logo in the top left, or the icon on the black bar in the bottom right.

In the desktop view, you will see three columns. The leftmost column is your active conversation list. We call this the "Conversation Inbox". Here, you will see a list of all your active conversations with the most recent messages at the top. An unread message is noted with a blue dot on the left side.

When you select a conversation from the list on the left, it will open in the center column. Even when a conversation is archived, the messages are never deleted - you'll be able to view the full history of the conversation with this contact. In the top right corner of the page, click on the three blue dots to mark the selected message as unread or archive it. Archiving the message will remove it from the active conversations list.

The Situational Awareness column on the right provides context regarding the conversation. It will show records of the next check in and last check out for the contact associated with the conversation. You can click on the Conf ID to open the reservation.

If multiple contacts share a phone number, this column will first show a list of possible contacts. You can select one for situational awareness information, then click Back to return to the list. If you have sent a message manually to a phone number without associating a customer, the Situational Awareness column will remain blank.

To send a message from a reservation, first click on the blue plus sign next to the customer name. This will open the existing conversation thread where you can view the message history with this customer.

Alternatively, to create a new conversation thread, navigate to Messenger from the dropdown menu in the top left, then click the blue plus sign at the top of the active conversations list. Next, search for a customer by name or phone number. Select the correct customer from the list of suggestions, then click the "Start Conversation" button in the top right.

If you are sending a message to a phone number that is not already associated with an existing customer profile, you can leave the top option selected. Note that you may be unable to send certain message templates without an associated customer.

In the center column of the messenger page, you will see the message bubble at the bottom. To send a message, simply type your draft in the box, and click the "Send" button.

If your conversation is associated with a customer, you can also choose to send any of your templates manually by clicking the "Choose template" button. In the dialogue box, select the template you would like to send. If the template contains any personalized variables associated with a reservation, you will also have to select a reservation from the dropdown menu. Next, click the green Confirm button. Your template will appear in the conversation bubble. Review, make any desired modifications, then click "Send."

To add an internal note in the conversation thread, click the orange sticky note button to the left of the conversation bubble. This note will appear highlighted in yellow and will be visible to Messenger users but not sent to the customer. This may be useful in noting a request has been fulfilled when multiple staff members are using the ThinkMessenger feature at the same time.

To send a Message Template, open a Conversation (see Sending a Message above for ways to begin or continue a conversation)

Select the Magic Wand icon in the bottom left corner of the message text box

Select preferred Message Template from the dropdown menu under the Message header

Note: any Message Template that uses personalized variables will require you to select a specific Reservation from an additional dropdown menu.

Click ?Confirm? and the message will populate in the text box. Message Templates using personalized variables will autofill with the relevant details from the reservation you have selected.

Once the message is populated in the text box, you can click and type to edit the message or add more details.

To send, click the airplane button in the bottom right corner of the text box.

To send a Survey Template, open a Conversation (see Sending a Message above for ways to begin or continue a conversation)

Select the Magic Wand icon in the bottom left corner of the message text box

Select preferred Survey Template from the dropdown menu under the Survey header

Note: Survey Templates can only be sent to phone numbers that are associated with a reservation (past, present, or future).

Select the relevant Reservation from the dropdown menu and click ?Confirm?.

The survey will populate in the text box. Unlike Message Templates, Survey Templates cannot be edited within the text box of a conversation, as edits could adversely affect auto-replies you have configured. Survey Templates using personalized variables will autofill with the relevant details from the reservation you have selected once the survey is sent.

To send, click the airplane button in the bottom right corner of the text box.

To set up automated messages and surveys, visit our article Configuring Automatic Messages.

Which phone number on my guest's reservation will receive automated messages and surveys?

Phone numbers in your guest reservations will be used for automated messages and surveys in the following order:

ThinkReservations uses a PWA (progressive web app) to access your account and the ThinkMessenger platform.

What is a PWA?

A PWA (progressive web app) is a type of application software delivered through the web, as opposed to a native application which can be downloaded through the Apple/Google Play store. Notifications settings will vary by device operating system when using a PWA.

Once installed, be sure to enable Notifications on your device.