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

Overview

The 2-Way SMS module is an RMS module that lets you send SMS messages directly from RMS and receive guest replies in the Message Centre, so you and your guests can message each other without leaving RMS.

Sending SMS

You can send SMS messages 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 you activate the module, RMS assigns a virtual mobile number 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

Before you start: you need a System Administrator or Manager profile to open the Module Market, and billing information must be set up for your property. See Modules & Interfaces.

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'.

   

    

Once 2-Way SMS is activated, RMS automatically assigns a virtual number to the property. You do not need to enter a number yourself.

To view the virtual number, go to Setup > Property Options > Property Information, edit the property and select the Features tab. The number appears in the 2 Way SMS No field.

Once the number appears in the 2 Way SMS No field, you can start sending SMS.

If your property is outside Australia, the United Kingdom and North America, contact RMS Support after you activate the module so RMS can set up the virtual number for your country.

Virtual Number Allocation

• Where available, RMS allocates a region-specific virtual number, allowing guests to reply using local SMS rates.

• Properties outside Australia, the United Kingdom and North America need RMS Support to set up their virtual number after activation. See the Activation section above.

To be approved, your property needs:

• A valid Employer Identification Number (EIN).
• A published website for the property, with an active option for guests to book.
• Terms and Conditions that are visible on the property's website.
• Contact email addresses that use the same domain as the property's website.

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.

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.

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

You can send SMS messages 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 the Guest Profile has no Country of Residence, 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.

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.