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Reservation SMS Out

Send SMS messages directly from a Reservation using the 2-Way SMS module.

 

Overview

Reservation SMS Out allows you to send SMS messages directly on a Reservation when using the 2-Way SMS module.

The 2-Way SMS module enables sending SMS messages from RMS and receiving replies within the Message Centre, facilitating seamless guest communication.

✎ Please Note: The 2-Way SMS module is required to send SMS messages within RMS. It can be activated via the Module Market or by contacting RMS Sales for assistance.
✎ 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.

 

 

Key Features

  • SMS Templates: Predefined messages that can be selected when sending SMS through RMS.
  • Where to Send SMS: SMS can be sent from the Correspondence tab on a Guest Profile or Reservation, within the Message Centre, on In/Out Movements, or triggered automatically via Triggered Correspondence.
  • SMS Length: SMS messages are limited to 160 characters per message, including spaces and line breaks.
  • Character Counting: Every character, including merge fields and formatting, contributes to the total character count.
  • Multi-Part SMS: Longer messages are split into multi-part SMS with adjusted character limits per message:
SMS Character Limit
1 160
2 306
3 459
4 612
★ Tip: Messages exceeding these limits are better sent as emails  using Form Letters.

 

Conversation Management

  • Replies to SMS messages sent via RMS create an SMS Conversation in the Message Centre, which includes both the original and reply messages.
  • Additional SMS can be sent and received within the Message Centre through existing or new conversations.
  • SMS sent from the Guest Profile, Reservation, In/Out Movements, or Triggered Correspondence will generate a new SMS conversation if a reply is received.
    Message Centre in RMS showing an SMS conversation thread with the original outbound SMS and the guest’s reply displayed in a chat-style view
     

Mobile Number and Country Code

  • The Mobile field on the Guest Profile includes a country code based on the guest’s Country of Residence.
  • If no country is selected, RMS defaults to the property’s country code when sending SMS.
  • Guests’ mobile service providers may charge fees for SMS replies.
    Guest Profile screen in RMS with the Mobile field visible, showing a phone number including a country code prefix based on the guest’s Country of Residence
     

Send SMS

  1. In the Toolbar Menu, enter the Guest Name or Reservation Number, and press Enter.
  2. Navigate to the Correspondence menuReservation screen in RMS with the Correspondence tab or menu highlighted, indicating where to access communication options for the reservation within the reservation.
  3. Click the Correspondence area on the reservation showing an SMS Send Out icon (speech bubble or mobile/SMS symbol) used to start a new SMS to the guest SMS Send Out icon.
    Correspondence area on the reservation showing an SMS Send Out icon (speech bubble or mobile/SMS symbol) used to start a new SMS to the guest
     
  4. Select an SMS Template from the list.
  5. (Optional) Add or Edit the message text as needed.
  6. Click the SMS composition screen with the message text entered and a Send icon (paper plane or arrow button) highlighted to transmit the SMS to the guest Send icon to deliver the SMS to the guest.
    SMS composition screen with the message text entered and a Send icon (paper plane or arrow button) highlighted to transmit the SMS to the guest
     
⚠ Important: The character count of an SMS will adjust based on the data populated in any inserted Merge Fields, as each field expands with personalized content.
✎ Please Note: If a property is configured with an SMS From Name (instead of a phone number), replies cannot be received. To enable two-way messaging, SMS From Names must also be registered with our SMS provider before they will work. See SMS From Name for setup steps and registration requirements.

 

Reporting

 

 

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