Textbook explanation:
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. Quiet hours can avoid this!
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. 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.
Let's walk through an example to help clarify.
Hotel Fetch has a 1-hour delay set, and their quiet hours are from 8PM to 9AM. What happens when John Doe checks in?
Scenario 1: John checks in at 7:45PM (i.e. arrives BEFORE quiet hours start).
- John would get his "welcome / rating" message at 8:45PM.
- If he does not answer, we close off the sequence with the "No Rating Text" (as per your settings) 3 hours later at 11:45PM and shift into full "chat concierge" mode.
Scenario 2: John checks in at 8:30PM (i.e. arrives AFTER quiet hours start).
- John would receive his first message tomorrow at 9AM.
To picture these scenarios with your configuration, check out the visualizer below the quiet hour settings boxes. This will give you the above examples with your account's settings taken into consideration.
- Please take into account these are currently (02.21.2023) in EST & will be moving to "local time" over the course of Q2 2023.