If you want to save time when sending private messages to your guests, you can create saved email replies. Saved replies are typically used to answer common questions from your guests, so instead of having to manually type the reply every time, you can set up a reply template. You can either send it out directly to your guest, or you will only need to slightly adapt in order to answer your guest's request. In the following, we will show you how to set up and use saved replies.
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Create saved replies
To use saved replies, you first need to set them up, so you can reuse them every time a similar question comes from your guests.
To set up saved replies, follow these steps:
- Go to your Main Menu in the top left corner and select Settings.
- In the sidebar menu, click Saved replies.
- You will see the list of saved replies that you might have already created. To create a new one, click Add saved reply in the top right corner.
- Now you can give your saved reply a Title and Subject. Then create your customized message.
💡 Note: Make sure you create the message in all the languages you have configured for your website. - In the text body, you can create the main content of the message using the text editor where you can insert pictures, hyperlinks, etc., or choose to edit the message in HTML. Here you can also use {{Messaging placeholders}} to insert booking/rental-specific information. For more information on placeholders, have a look below.
💡 Note: Airbnb and Booking.com do not accept hyperlinks, only plain URLs. Any hyperlinked text sent to reservations from these platforms will be received as plain text. - Use Send test email to review a live version of the email. It will be sent to the Account holder's email address, taking the latest booking in your reservation system as an example.
Use messaging placeholders
There are two types of placeholders that you can use in your saved replies and automatic responses. Lodgify's prefabricated placeholders take information mainly from the booking such as arrival dates, rental name, outstanding amount to pay, etc. whereas messaging placeholders enable you to describe instructions about core messaging processes such as check-in instructions, check-out instructions, house rules, etc. on a rental level. You will need to set up the information for messaging placeholders directly in your rental. Learn here where and how to set up messaging placeholders.
💡 Note: For the full list of available placeholders and their details, check out this article.
Use a saved email reply
If you want to respond to your guest using a saved reply, you can do so following these steps:
- In your Reservations, enter the booking where you want to send the message and click Messages in the top right corner.
- A slider will appear where you can click on the writing bar and select Saved replies. Then choose the saved reply you want to use, or click Manage saved replies to edit.