Setup is a feature that offers managers more control over Ivy, allowing them to make changes to everything from property details to message details to user settings.
To access your setup options click the 3 dot menu button and then click setup.
The Setup menu has up to 5 navigation sections depending on your Ivy Instance. The sections include:
Click the links to auto-navigate to the desired information on this page.
The property details section Includes tabs for Property details, the Splash Page, Tags, and Opt-in.
On the property details tab you can edit your Property’s basic information like name, Ivy SMS number, timezone, and check-in/out times. You can also edit your Trip advisor details and adjust your time window for sending campaign texts to guests. To learn more about editing your property details, check out the “How to: Update Property Details” article.
On the splash page tab, you can view and edit the information guests see when they click a link in your welcome emails or other check-in information emails to opt into Ivy.
On the Tags tab, you can add tags that agents can use to categorize guests and provide information. These tags are used to send mass messages to guests in specific categories or so staff know things like why guests are visiting, groups the guest is with, or other important information.
The opt-in page allows you to adjust the message sent to guests allowing them to Opt into messages with Ivy or stop them. We recommend keeping similar language so guests know they are opting in or have the ability to block messages.
You can add team members to Ivy on the Team tab and give them the Manager or Agent role.
In the Messages section of the Setup Wizard, you'll find tabs for your property's Campaigns, Smart Responses, Templates, Message Throttling, and Offers options. You can edit or enable/disable existing messages and add new templates. Contact your Customer Success Manager to add a Smart Response or campaign.
Campaigns are Messages Pre Planned and sent out to guests. Messages such as welcome messages and stay survey requests would be in this tab.
Smart Responses are messages the Ivy AI determines to send based on incoming message content. Common Smart Responses include messages like how to log in to the Wifi, pool hours, response to housekeeping requests, and more. You can have Smart Responses created for any issues for questions that come up often at your property.
In the template tab you can create responses that agents can use to respond to guests about different inquiries they might have that the Smart Responses don’t catch. Templates can help standardize your messaging responses. Another great use of templates is sending information to guests about recurring events or issues, so you don’t have to rewrite the same message every time.
Message Throttling will impact how long it takes Ivy to send a message. If your property experiences high guest volume and is sending multiple campaigns and group messages, it is encouraged to add a 1-2 second delay after each message to reach as many guests as possible in the quickest amount of time.
If you have offers activated, you can set up campaigns offering guests perks and services for an additional cost. Ivy can extend options such as an offer for a late check out for $20 to guests who are checking out that day, and the guest can respond, letting you know they want to check out late, and you can put the charge into the PMS.
In the integrations tab, you can view your PMS settings and integrate with other software like phone and ticketing.
Property Management Settings
You can view your Property Management system in this tab and see how guest statuses are mapped from Ivy to your PMS.
Please note that for PMS data to migrate seamlessly to Ivy all phone numbers must include a + and the country code (ex. +31 in The Netherlands).
You can connect HotSOS or Quore Ticketing with Ivy in the ticketing tab.
You may be able to utilize Single sign-on with Ivy. Talk with your CSM if you would like this option.
In the Genesys Tab you can view and adjust your integration with Genesys if applicable.
On the QR tab, you can view your dedicated SMS number, The QR code guests can scan, and the default text that will be copied for guests when they scan the QR code.
The Ivy Offer section lists the offers you have set up in the messaging section in the offers tab. You can adjust the cost of the offer in the section or turn off individual offers.