Guest messaging is one of our top features! You can use it to communicate with guests one-on-one, send out mass messages, and even set up automated messages that will be sent at different points during your guests’ stay!

Adding Guests

With HelloShift you can add guests in a variety of ways:

  • Import guests directly by integrating with your PMS.
  • SiteMinder PMS integration
  • File-based guest imports

All guests are added with the following information:

The guest information is important and also key to programming automations. If we know their arrival and departure dates, we can send welcome and check-out reminders on schedule.

Guest Directory

Here you will find every guest that has been added to the system. You can also filter the list down based on where the guests are in their journey.

This list is particularly useful. For example, you want to message all guests arriving today regarding shuttle services, you can quickly filter down to the Arrival Today list and select all guests and start typing your message right away.

Here’s an example on how to create a quick broadcast message via your Guest Directory:

As you can see, you can easily communicate with guests, send broadcast messages and even schedule them ahead of time.

Guest Messaging

Once a message is received, you’ll see a big red banner at the top. You can click the banner or the Guest Messaging label on the left panel, it should also be colored red and show the amount of unresolved messages.

You can also click on each guest to view any interactions you and your team have had with them specifically.

Snippets & Automations

Guest > Snippets

Snippets are crucial to automate guest messaging and also to create quick-reply templates that you can expect to use on frequently asked questions.

Think of snippets as premade texts that you can customize by using {[paramaters}}, these {[paramaters}} can help you include things like the guest’s first name, their room number and more. An automated message doesn’t always have to feel that way!

Here you can take a look at how we can create a Snippet that will be used to remind guests of their check-out time:

Snippets can be created for text messages, emails and even for frequently asked questions that we want to have handy whenever a new message comes in. All snippets you create can be leveraged across the system.

We include a variety of templates that are ready for you to use or edit however you please.

Guest > Automations

Now that we know all there is to know about snippets, we can create automations. Each automation automation needs a few building blocks to get set up.

To create a new automation you’ll need to:

  • Give it a name to categorize it
  • Choose the Snippet that the automation will send via text
  • Select the guest criteria: Arriving today, leaving tomorrow, leaving today, etc
  • Pick a time for the message to be sent
  • Set a schedule on how often the automation should run (daily, on a specific day of the week)

Automations can be useful, do you run a specific promotion on Fridays? You can create an automation that will send a message to all guests who are staying over on that day.

There is so much potential for automations. We include three that we always recommend as a great starting point.

These automations interact with your guests at key points of their customer journey: after they book, while they are on-site and when they leave.

Note: Our Guest plan subscription includes up to three active automations, if you subscribe to our Contactless Check-In plan you unlock unlimited guest automations.

Guest Messaging Overview - HelloShift

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Guest messaging is one of our top features! You can use it to communicate with guests one-on-one, send out mass messages, and even set up automated messages that will be sent at different points during your guests’ stay!

Adding Guests

With HelloShift you can add guests in a variety of ways:

  • Import guests directly by integrating with your PMS.
  • SiteMinder PMS integration
  • File-based guest imports

All guests are added with the following information:

The guest information is important and also key to programming automations. If we know their arrival and departure dates, we can send welcome and check-out reminders on schedule.

Guest Directory

Here you will find every guest that has been added to the system. You can also filter the list down based on where the guests are in their journey.

This list is particularly useful. For example, you want to message all guests arriving today regarding shuttle services, you can quickly filter down to the Arrival Today list and select all guests and start typing your message right away.

Here’s an example on how to create a quick broadcast message via your Guest Directory:

As you can see, you can easily communicate with guests, send broadcast messages and even schedule them ahead of time.

Guest Messaging

Once a message is received, you’ll see a big red banner at the top. You can click the banner or the Guest Messaging label on the left panel, it should also be colored red and show the amount of unresolved messages.

You can also click on each guest to view any interactions you and your team have had with them specifically.

Snippets & Automations

Guest > Snippets

Snippets are crucial to automate guest messaging and also to create quick-reply templates that you can expect to use on frequently asked questions.

Think of snippets as premade texts that you can customize by using {[paramaters}}, these {[paramaters}} can help you include things like the guest’s first name, their room number and more. An automated message doesn’t always have to feel that way!

Here you can take a look at how we can create a Snippet that will be used to remind guests of their check-out time:

Snippets can be created for text messages, emails and even for frequently asked questions that we want to have handy whenever a new message comes in. All snippets you create can be leveraged across the system.

We include a variety of templates that are ready for you to use or edit however you please.

Guest > Automations

Now that we know all there is to know about snippets, we can create automations. Each automation automation needs a few building blocks to get set up.

To create a new automation you’ll need to:

  • Give it a name to categorize it
  • Choose the Snippet that the automation will send via text
  • Select the guest criteria: Arriving today, leaving tomorrow, leaving today, etc
  • Pick a time for the message to be sent
  • Set a schedule on how often the automation should run (daily, on a specific day of the week)

Automations can be useful, do you run a specific promotion on Fridays? You can create an automation that will send a message to all guests who are staying over on that day.

There is so much potential for automations. We include three that we always recommend as a great starting point.

These automations interact with your guests at key points of their customer journey: after they book, while they are on-site and when they leave.

Note: Our Guest plan subscription includes up to three active automations, if you subscribe to our Contactless Check-In plan you unlock unlimited guest automations.