Send and receive SMS messages directly from RMS using the 2-Way SMS module.

Overview

The 2-Way SMS module allows you to send SMS messages directly from RMS and receive guest replies in the Message Centre, creating a seamless two-way communication channel.

Sending SMS

SMS messages can be sent from multiple locations within RMS, including:

• The 'Correspondence' tab of a Guest Profile or Reservation

• The Message Centre

• In/Out Movements

• Triggered Correspondence

Receiving Replies

When the module is activated, a virtual mobile number is assigned to your property. Guest replies to SMS messages are delivered directly to the Message Centre as part of an ongoing SMS conversation.

Activation

1. Navigate to the Module Market.
2. Select a Property.
3. Choose the 'Communications' Module Type.
4. Select the 'Activate' Toggle on the 2-Way SMS module.
   
    
5. Read the Terms & Conditions.
6. If you are operating within an Enterprise database, you must select a specific Property.
   1. Choose 'Select Properties'.
   2. Highlight a Property and choose the 'Allocate' icon.
   3. Select the 'Apply/Exit' icon.
7. Select 'Activate 2-Way SMS'.
   
    

Virtual Number Allocation

• A region-specific virtual number is allocated where available, allowing guests to reply using local SMS rates.

• If a region-specific number is not available at the time of activation, an Australian virtual number will be assigned (excluding North America). In this case, guests replying from outside Australia may incur international SMS fees.

To begin the registration process, please submit a service ticket.

SMS Templates

SMS (Short Messaging Service) is designed for brief communication between mobile devices and is limited to 160 characters per message.

Using SMS Templates

• SMS templates allow you to send pre-written messages quickly and consistently.

• Templates support a wide range of Merge Fields, which automatically populate guest-specific details (e.g., name, reservation number) to personalise each message.

• Every character entered in the template—including spaces and line breaks—counts toward the 160-character limit.

Character Count and Merge Fields

• The character count displayed in the SMS template editor may not reflect the final count once the message is sent.

• Merge Fields insert data dynamically at the time of sending, which can significantly increase the total character count.

• If the message exceeds 160 characters after merge data is inserted, it becomes a multi-part SMS.

The adjusted character limits for multi-part SMS are:

To review all SMS messages sent from RMS, you can use the SMS History Report, which provides a detailed log for tracking and auditing communication activity.

SMS Conversations

SMS messages can be sent from several areas within RMS, including:

• The ‘Correspondence’ tab of a Guest Profile or Reservation

• The Message Centre

• In/Out Movements

• Triggered Correspondence

Mobile Numbers and Country Codes

• The ‘Mobile’ field on the Guest Profile includes a country code, which is essential for sending SMS messages.

• The country code is automatically assigned based on the guest's selected Country of Residence.

• If no country is selected, RMS will default to the Property’s country code when processing the mobile number.

2-Way SMS Functionality

• The 2-Way SMS module assigns a virtual number to your property, allowing guest replies to be received directly in the Message Centre.

• When a guest replies to an SMS sent from RMS, an SMS Conversation is created in the Message Centre, displaying both the original message and the reply.

• You can continue the conversation by sending and receiving additional messages within the same SMS thread, or start a new one as needed.

SMS Conversations

• SMS replies will always generate an SMS Conversation in the Message Centre.

• Additional SMS sent from the Correspondence tab, In/Out Movements, or Triggered Correspondence will also start a new SMS Conversation if a guest reply is received.

Guest Charges

• Any charges incurred by the guest for replying to an SMS are determined by their mobile service provider and may vary depending on their plan and location.

1-Way SMS

A property that does not wish to receive reply SMS messages or use SMS Conversations can set up an SMS From Name. The SMS From Name replaces the virtual mobile number with a custom sender name, which will appear on any SMS sent. This also prevents guests from replying to the SMS.