Frequently Asked Questions
Quick answers to common questions.
10 articles
- Frequently Asked QuestionsAnswers to common Fetch questions: adding users, quiet hours, arrival text delays, message templates and chat tickets.
- How to add new users to FetchAdd new staff logins from the Manage Staff area in the top-right menu; they are added to Team Management automatically.
- How do quiet hours work?Quiet hours hold welcome texts and surveys for late arrivals, so guests are not messaged in the middle of the night.
- How long of a delay should I set before texting my arrivals?Why to set a delay before the first message after check-in, and how to choose its length.
- Common message templatesCommon examples of when and why hotels use message templates in Fetch.
- What does it mean if I get a chat ticket that looks like a rating?A guest sent a rating outside the rating capture window, so Fetch treated it as a chat message.
- What if I don’t want to send every message in the “on-site pulse check”?Customise the on-site pulse check: remove messages or stages and end the sequence wherever you like.
- How do I choose who has access to settings?Choose which team members, besides the core admin account, can access your account settings.
- One of my staff created an account but aren’t able to log-in. What’s happening here?New staff must be added from Manage Staff inside Fetch. What to do when a staff member tried to create their own account.
- How do I log into my account on Fetch 2.0?Log in to Fetch 2.0 at app.heyfetch.com with your existing email or username and password. The old address redirects there.