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How do I create reply templates?

Updated

The Reply Template feature allows you to create pre-made answer templates in multiple languages, making it faster and easier to respond to guest feedback efficiently.

 

Creating a Reply Template

  1. Navigate to Reply Templates

    • In the Settings tab, click on Reply Templates in the panel on the right side of the screen.

    • Then, click on New Mail Template.

      Skärmavbild 2025-01-16 kl. 16.04.38.png

  2. Set Up Your Template

    • Choose a Language: Select the language for your template.

    • Name Your Template: Give your template a descriptive name to identify it easily.

    • Add a Subject Line: Enter the subject line that the guest will see in the email reply.

  3. Write the Message

    • Draft the message for your template. Use variables to personalize the message dynamically:

      • $Issue:GuestName$: Automatically inserts the guest’s full name.

      • $BusinessUnit:GreetingName$: Inserts the general manager’s name.

      • $BusinessUnit:CompanyName$: Adds the hotel’s name.

  4. Save the Template

    • Click Create Template to save your work. Your new template will appear in the list under the Settings tab. It will also be accessible in the Feedback tab when replying to a guest.

Using a Reply Template

  • When replying to a guest in the Feedback tab, your saved templates will appear when you click the Reply button (see image below).

  • Select the appropriate template to streamline your response.

    Skärmavbild 2025-01-16 kl. 16.06.40.png

 

Tips for Using Reply Templates

  1. Create Templates for Key Guest Segments

    • Consider creating separate templates for Promoters, Passives, and Detractors to tailor responses based on guest feedback. Learn more about these terms here.

  2. Personalize Every Reply

    1. While templates save time, always customize the message to reflect the guest’s specific feedback. This shows that you value their input and have taken the time to read their response.

  3. Use Variables for Customization

      • Add variables to your templates for dynamic content. Below is a list of available variables and their functions:

Variable Meaning
$Issue:Guest:FirstName$ Inserts the guest's first name (default in new templates).
$Issue:Guest:LastName$ Inserts the guest's last name.
$Issue:GuestName$ Inserts the guest's full name.
$User:GreetingName$ Inserts the name of the current user (default in new templates).
$BusinessUnit:CompanyName$ Inserts the name of the hotel (default in new templates).
$BusinessUnit:GreetingName$ Inserts the general manager’s name.
$User:GreetingTitle$ Inserts the current user's title.
$User:GreetingMail$ Inserts the email address of the user sending the reply.
$User:GreetingPhone$ Inserts the phone number of the user sending the reply.
$Evaluation:TripAdvisorReviewUrl$ Inserts a link to your hotel’s TripAdvisor page.


By leveraging Reply Templates, you can ensure consistency and efficiency in your guest communications while maintaining a personal touch.

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