Smart responses automatically provide guests with the answers to commonly asked questions and requests, freeing time for your staff to handle the more challenging, sensitive issues.
Ivy Uses AI to determine the topic of a message. For example, if the guest asks about the pool, Ivy will likely understand the topic of the message is the pool, and will send out your pre-determined pool response, which may include things like pool hours and location.
Here is an example of some Smart Responses a hotel has set up. You can create Smart responses for a variety of topics targeting the common questions and issues your guests may have. These Smart Responses may answer the guest's questions completely or help your team gather more information with little effort to better serve the guest.
To edit the wording in your Smart Responses, please reach out to firstname.lastname@example.org
Campaigns are messages that are pre-planned and sent out to guests; this includes messages like welcome messages, Survey requests, and Checkout info. With campaigns, you can set up replies based on the guest's reply to the message. For example, in the image below, if a guest gives a 4 or a 5 rating, they would be sent a response asking them to share their experience on TripAdvisor. Ivy would send replies with a lower rating the 2nd response. Campaigns are set up for you by the Revinate team. To edit the wording in your campaigns, please reach out to email@example.com
Messaging templates can help standardize replies to guests, provide quick, easy replies to guests for frequently asked questions, or be used when Smart Responses may not make sense.
In the Ivy Chat Console, select a guest you would like to send a message to and select the paper airplane icon in the bottom left corner of the chat text box.
A list of available templates will pop up, select the one you would like to use, and it will Auto-populate into the message text box; you can edit the message as needed before sending.
After the text has populated, push the paper airplane send button.
Check out our article on setting up templates.
Suggestions are AI-powered responses based on previous staff messages to guests. Suggestions will automatically appear for new guest messages if Ivy cannot answer the message sent by the guest but recognizes that the message may have things in common with other guests' previous messages. Up to 3 suggestions will be available per message, displayed at the top of the reply box.
If you want to use one of the suggestions, click on it, and Ivy will copy the text into the text box. Staff can then edit any details that need changing before sending the response.