Automate guest communications based on predefined rules and conditions.

Overview

Triggered Correspondence is an RMS feature that automates the sending of guest communications based on specific actions, dates, and conditions. These messages are triggered automatically according to rules you define, enabling you to keep guests informed at key points in their reservation lifecycle without manual intervention.

You can send triggered messages through multiple channels:

• SMS
• Form Letters
• Electronic Direct Mail (EDM)
• Interactive Form Letters

Triggered messages can be sent to multiple recipients, including the primary guest, additional guests, companies, travel agents, property owners, or specific users. You can also apply filters and exclusions to control exactly when and to whom messages are sent.

Available Trigger Types & Options

The following tables describe all available triggers and configuration options for Triggered Correspondence:

At the Time of an Action Occurring

X Periods Before or After an Action

Specific Time of Day

Send Correspondence

Date Filters

Reservation Filters

Send To

Send From

Exclusions

Trigger Send Priority

Triggered Correspondence messages are placed into a single sending queue and processed in priority order. Time-critical triggers are sent first, while triggers scheduled in advance of, or following, an action sit lower in the queue.

The priority order applied to the queue is:

The queue continues processing higher-priority items until none remain, before moving to lower-priority items. New higher-priority triggers added during this time are processed first, which can extend the wait for lower-priority items already in the queue.

Setting Up Triggered Correspondence

Follow these steps to create a new triggered correspondence rule:

In the side menu of RMS, go to Guest Portal > Triggered Correspondence.

1. Select the Add icon.
   
    
2. Enter a Name for the Trigger.
3. Select Next to proceed to Trigger Rules.
   
    
4. Select the Trigger Type.
5. Configure the Rule.
6. Select Next to proceed to Delivery Method.
   
    
7. Select the delivery Send Correspondence option.
8. Select the Template.
9. Select Next to proceed to Date Filters.
   
    
10. Select Add to configure Date Filters (Optional).
    Click Next to proceed to Reservation Filers if Dates are not required.
    
     
11. Select the Date Made option.
12. Select the Reservation Stay Dates option.
13. Select the Reservation Arriving.
14. Select the checkbox for Arrives on (Days of the Week).
15. Select Save/Exit.
    
     
16. Select Next to proceed to Reservation Filters.
    
     
17. Select the required Filters.
18. Select the Reservation Status option/s.
19. Select Next to proceed to Sending To/From.
    
     
20. Select the Send Correspondence To options.
    Select the Department email to send from (Optional).
21. Select Next to proceed to Exclusions.
    
     
22. Apply any Exclusions (Optional).
    To add an Exclusion, select items from the available list 
    Use the arrow icon to move them into the Excluded list.
23. Select Save/Exit.
    
     
24. Click Yes to apply to existing reservations or No if it's not required.

 

Monitored Triggers

Monitored Triggers allow you to track time-sensitive actions and ensure follow-up tasks are completed. They include a due date with optional reminders and can be monitored on the Triggers tab of a Reservation or via the Monitored Triggers dashboard.

Key Points:

• Monitored Triggers are only available when:
  • Trigger Type = "X Periods Before or After an Action" or "Specific Time of Day".
  • Correspondence Type = Guest Portal.
• Interactive Form Letters can be paired with Monitored Triggers to request additional information from guests, such as uploading photo identification or travel documents via the Guest Portal. Any files uploaded are automatically stored in the Guest Profile under the Photo tab.
• Once saved, the selected template will be sent at the scheduled time and can be tracked using the monitoring tools mentioned above.
• If "Only Send if All Monitored Triggers are completed" is selected, the trigger will execute only when all prior Monitored triggers on the reservation are approved or accepted.

Monitored Events

RMS monitors the following events and conditions to determine when to send triggered messages:

• Reservation actions: Made, Modified, Cancelled, Payment Received, Confirmed
• Area status changes: Ready, Dirty, Out of Service
• Balance Due events
• Scheduled time events (specific times of day or periods before/after key dates)

Messages are sent only when all configured conditions are met (both trigger events and any applied filters). If you have excluded certain companies, rate types, or booking sources, reservations matching those exclusions will not receive the message.

Examples

The following examples demonstrate common use cases for Triggered Correspondence:

Reservation Confirmation

Objective: Send a reservation confirmation email to guests immediately after they complete a booking.

Configuration:

• Trigger: At the time of Reservation Made
• Delivery Method: Email (Form Letter)
• Template: Reservation Confirmation Letter
• Send To: Primary Guest
• Filters: None (applies to all reservations)

Deposit or Second Deposit Due

Objective: Send a payment reminder email 14 days before the balance is due.

Configuration:

• Trigger: 14 days before Balance Due
• Delivery Method: Email (EDM or Form Letter)
• Template: Payment Due Reminder
• Send To: Primary Guest
• Filters: Reservation Status is Confirmed

Pre-Arrival

Objective: Send a pre-arrival email with check-in instructions and property information 7 days before arrival.

Configuration:

• Trigger: 7 days before Check-in Date
• Delivery Method: Email or Guest Portal
• Template: Pre-Arrival Information Letter or Interactive Form Letter
• Send To: Primary Guest, Additional Guests
• Filters: Reservation Status is Confirmed; Length of Stay 2 nights or more

Pre Check-in

Objective: Send a check-in reminder SMS or email 24 hours before the guest arrives.

Configuration:

• Trigger: 1 day before Check-in Date at a specific time (e.g., 10:00 AM)
• Delivery Method: SMS, Email or Guest Portal
• Template: Check-in Reminder
• Send To: Primary Guest
• Filters: Reservation Status is Confirmed

Area Ready

Objective: Send a notification to a Guest when their area is ready.

Configuration:

• Trigger: At the time of Area Ready
• Delivery Method: SMS
• Template: Room Ready Notification
• Send To: Guest
• Filters: Category (select specific area categories)

Post Departure

Objective: Send a post-stay feedback request or review link immediately after guest checkout.

Configuration:

• Trigger: At the time of Checkout or 1 day after Check-out Date
• Delivery Method: Email (EDM or Interactive Form Letter)
• Template: Post-Departure Survey or Review Request
• Send To: Primary Guest
• Filters: Reservation Status is Confirmed (for completed stays)