Response Templates help to streamline your response process, provide guidance with responses, and help your team follow brand guidelines in management responses. This article will cover how to create response templates at the property and corporate levels.
Templates can be:
- Organized in folders and recommended depending on the type of review: positive, neutral, or negative
- Easy to access and personalize as you and other users prepare and submit your responses
- Easy to include from the ticketing system. When you assign a ticket to a team member, you can also recommend templates within our ticketing system as you collaborate on responses with your team
Permissions: Note that only account administrators can create response templates. Learn about user settings and permission levels in our supporting help desk article.
Accessing response templates
To access your Response Templates, click the settings cog in the top right-hand corner of the page and click on “Defined Responses.”
Revinate Administrators can add templates by clicking on the “CREATE NEW TEMPLATE” button in the right corner of the page.
The ‘create new template’ screen will pop up for you to insert the response information.
Creating a response template at the property level:
- Title field. Feel free to create relevant titles for the type of review- keeping it generic such as Happy Guest response #1 or more specific to a situation or experience.
- Content of the response. This is where you can insert the text of your response template. If you already have some templates written up, you can just copy & paste that text into this field. You can also begin writing a new response template within this area as well.
- Folders. You will have the option to create a folder that will help you to categorize the templates. For example, you can create a folder for different languages or different situations. When a user is submitting responses, the folders help organize templates.
- Suggested Template. You can also suggest each template for a positive, neutral or negative review. This will help in surfacing the SUGGESTED templates based on these three categories. The categorizations are as follows:
- Positive: 4 & 5-star reviews
- Neutral: 3-star reviews
- Negative: 1 & 2-star reviews
You can continue to add more templates as you desire. As you add your templates, you’ll see them populate on the Response Templates page. You can manage your templates on this page. The last column labeled ACTIONS will indicate whether or not it is a template that you can edit or is a read-only template created by corporate. If you created a template at the corporate level, you cannot edit it at the property level.
Creating a response template at the corporate level:
Corporate teams can use the response templates to streamline the response process, provide guidance to your properties, and help your team follow brand guidelines in management responses. At the corporate level, Revinate Administrators can add templates by clicking by following the same steps listed above.
For corporate response templates only, you will find a permissions drop-down menu that will allow you to decide whether this template is one that you should share with your properties or not. If it is a shared template, your properties can see and use the templates you create. If it is not shared, then it is a template that can only be viewed and used by corporate users. Lastly, click “save.”
Response Settings Management
Once templates are created, you can view them on the response settings page. From this page, templates can be reviewed, edited, and deleted.
On the response settings page you can view corporate created templates. These may not be edited or deleted at the property level. You will also be able to see property level templates. Note that some templates may be read-only because they were created at the corporate level and may not be edited by properties.
Check out the Help desk To learn how to use the Response Assistant.