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.

Please Note! RMS is highly configurable. Some Terminology, User Access & Permissions, Images, Labels, and Functions used in these articles may differ from your setup. CLICK HERE to find out more.

Activation

Important! Ensure a mobile number is saved on the Property Info screen before activating 2‑Way SMS. For more information, see the Virtual Number Allocation section below.

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 'Apply/Exit'.
7. Select 'Activate 2-Way SMS'.
   
    

Virtual Number Allocation

Important! Before activating 2‑Way SMS (when the virtual number is created), ensure a mobile number is saved on the Property Info screen. If no mobile number is saved at activation, SMS Triggers will not send, but manual SMS sending will still work.

• 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.

Important! North American properties require a toll-free virtual number to be registered with mobile service providers. This registration process helps verify the legitimacy of the business and ensure compliance with industry standards, reducing spam and protecting consumers. This process typically takes 7 days, after which the toll-free number will be issued.
To begin the registration process, please Submit a Support Ticket.

SMS Templates

SMS (Short Messaging Service) is designed for brief communication between mobile devices and is limited to 160 characters per message, or 70 characters per message where the message contains emoji or other non-standard characters. See SMS template character counts.

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 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. A message containing emoji or other non-standard characters becomes a multi-part SMS after 70 characters.

The adjusted character limits for multi-part SMS are:

A message that does not fit in one SMS is split into parts. Each part of a multi-part SMS holds 153 standard characters, or 67 characters where the message contains emoji or other non-standard characters. For the full breakdown, see SMS template character counts.

Please Note! Text that exceeds the character limits outlined above no longer qualifies as a standard Short Messaging Service (SMS) message and may be more appropriately sent as an email using a Form Letter.

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.

Optional Setup

Alphanumeric Sender ID

The 2-Way SMS module sends SMS messages from your property and receives guest replies in the Message Centre using a virtual mobile number assigned to your property.

An Alphanumeric Sender ID changes how the sender appears on outbound messages. Instead of a phone number, the guest sees your business name, for example, "ACME-CO". This helps guests recognise who the message is from and reinforces your brand.

Check out this Help Centre Article to find out more about Alphanumeric Sender ID.