💡 Purpose
This is where we can customize the messaging of automated surveys. Determine what messaging will go out based on what outcome comes from the guest, whether they respond with a low rating or a high rating, or maybe they don’t respond at all. We can determine all of that here!
📍 Navigation
Simply go to Customization Center and select “VIEW SURVEY”.
To create new tickets: Ticket Management > Create Ticket > Search for Future Guest
To send a message: Ticket Management > Search for your Guest > Search for Future Guest
Or Messages > New Broadcast Message > select message time ‘Now’ > Search for your guest > Search for Future Guest
Itineraries: Top Right Drop Down > Itineraries > Create a new Itinerary > Search for Future Guest
📒 Note: Be sure to click “Save & Finish” after your changes to ensure they’re saved.
Setting A Delay
To ensure your survey arrives at the perfect time, we suggest using a delay.
- Simply select the delay you wish to use from the pre-set list of options; to select, simply click the bubble to the left of the delay option
- If you don’t see your perfect delay, let me know and we will add it to the list for you
To ensure your survey arrives at the perfect time, we suggest using a delay.
Customize your Closing Thank You Message
Here, you can customize the thank you message that is automatically sent to guests after they leave a rating. This allows you to tailor your message based on whether the rating was positive, neutral, or negative—ensuring your response feels appropriate and thoughtful!
Wait for Staff Reply
Normally, the autoresponse will wait for the set delay time before sending the message to the guest. However, if this box is checked, the autoresponse will not be sent out if a staff member responds to the guest before the delay time expires.
“Quiet Hours”
Sometimes a guest arrives late and might get disturbed by receiving their welcome text
message/survey in the middle of the night as a result. And it is also a missed opportunity
to capture their rating/comment. So you can set "quiet hours" to avoid this.
You can also set your Timezone to ensure the hours are automatically adjusted, so you don’t have to convert them to UTC manually.
If activated, any guests who check in during "quiet hours" will not have their survey
sequence started until the quiet hours end. All you have to do is pick a start and end time.
Easy! And all other messages will still send as planned--no other functionality is disturbed.
When choosing your start/end time, take into account that this is based on guests who
arrive during quiet hours. If someone arrives before quiet hours, they will still have the
survey sequence started after your selected delay--even if that falls within quiet hours.
There is a live calculator to help as well.
Displaying A Comment Box
Having a comment box on the landing page is a great way to collect additional feedback
from your guests.
Quiet Hours Customization
Previously, the chat auto-responses were sent automatically to every message that came in, as long as it was not part of the initial survey flow.
The new checkbox feature allows you to only send your chat auto-responses during the quiet hours you have set. This essentially turns your chat auto-responses into an out-of-office message.
Future Guests
As part of the system upgrade, all properties are now able to search for future guests who are not yet on property, up to 30 days before the guest arrives. This means you can:
- Search for guests to send messages to
- Search for guests to create tickets for
- If you are using our itineraries module, search for guests to create itineraries.
To take this a step further, the new system will also save any new reservation created after the update, directly on Fetch. This means over time, you will be able to search for any reservation you have on Maestro on your Fetch system directly.