[Beta] Two-Way Messaging SMS Explained


Welcome to the Beta Program

Thank you for joining the beta testing of Touch Stay's Two-Way Messaging SMS Inbox!


This guide will help you set up and explore the feature, allowing you to communicate seamlessly with your guests via SMS.

In this article:

Feature Introduction

The Two-Way Messaging SMS Inbox is a powerful new tool designed to centralize and streamline guest communications. With this feature, you can:

  • Send and receive SMS messages directly from the Touch Stay platform.
  • Keep all conversations organized in one place with threaded messaging.
  • Activate new message notifications on both desktop and mobile devices.
  • Provide timely and professional responses to your guests.
  • Set auto-responses for out of hours.
  • Enhance the guest experience by offering a direct and convenient communication channel.

Note: Currently, this feature is in beta and available only for users in the United States. During this beta phase, you can send up to 30 SMS messages for free. Once the limit is reached, you will have the option to subscribe to continue using the SMS Inbox.

How to Get Started

  1. Join the beta program.

Contact support and request that 2-way SMS is enabled in your account.


  1. Register for a dedicated SMS phone number

To start using the SMS Inbox, you’ll need a dedicated SMS number. Please note that this is a US-only feature for the beta program, follow these steps to register:

  • Navigate to the Message Hub -> Conversations tab in your Touch Stay dashboard
  • Click "Start Messaging"
  • Click "Get my SMS number"


3. Access Your SMS Inbox

Once your registration is complete:

  • Your new number will automatically update on your guides as the SMS contact number
  • Any SMS messages sent from your SMS templates will now use your own dedicated SMS number instead of the generic Touch Stay number
  • You can view your dedicated SMS number from the Settings

  • Use the Conversations tab in the Message Hub to manage guest conversations

Overview of the Conversations Tab

The Conversations tab in the Message Hub is where you manage all guest SMS conversations. Here’s how it is structured:

  • Left Panel: Displays all incoming messages. You can filter messages to view only unread ones.
  • Centre Panel: Shows the conversation thread for a selected guest. This is also where you can compose and send SMS replies.
  • Right Panel: Displays contextual information about the guest, including:
    • Invitation Details: Information about the associated guidebook and stay dates.
    • Contact Details: Name, phone number, and email of the guest.


How to Use the Conversations Tab

  1. View Incoming Messages:
    • All guest messages are listed in the left panel. Click on a conversation to open it.
    • Unread messages are highlighted, and you can use the filter to display only unread messages.
  2. Read and Reply to Messages:
    • Click on a conversation to view the thread in the centre panel.
    • Type your response in the Message Composition section below the thread.
    • Use the character counter to track SMS length.
    • Click Send SMS to send your reply.
  3. Access Guest Information:
    • The right panel provides useful context for your responses, such as:
      • The guest’s associated guidebook and stay dates.
      • Their contact details (name, phone number, email).
  4. Receive Notifications for New Messages:
    • Notifications about new messages will appear in the Conversations tab
    • You can receive push notifications to your device if you set Allow when prompted by your browser and then go to Settings and set "Push notifications" to "Enabled".
    • To activate push notifications on another device, such as your mobile device, login from that device, navigate to the Conversations tab and then Allow notifications when prompted.
  5. SMS Number in Guidebook:
    • Your new SMS number will be displayed on the "Contact Us" page of your guidebook, allowing guests to send messages directly to your inbox.

4. Subscribe and register your brand for unlimited SMS (fair use policy applies)

Once your free SMS credits have run out, you'll be prompted to subscribe to continue sending SMS through the Conversations tab.  Pricing is $4.99 per month/guide or $47.90 per year/ guide for those on the annual plan.

After subscribing, you'll need to register your company for an A2P (application to person) brand and campaign with the US cell phone carriers. Our SMS partner Twilio manages these registrations, and you'll be taken through a series of forms to complete with details about your business and the primary contact. Touch Stay customer support will also reach out to help you with any questions you may have or issues with the registration process.

FAQs

  • Can guests initiate SMS communication?

Yes, guests can send SMS messages to the number displayed in their guidebook.

  • Can anyone message us, or just booked renters?

Anyone who has your dedicated number for this tool will be able to send you a text. You’ll see all conversations in the Memo page.

  • Can we use our own phone number?

Our system requires a new dedicated number for this tool. However, to have this dedicated number, your business must be registered in the USA.

  • What happens when I run out of free SMS messages?

You’ll be prompted to subscribe to a plan to continue using the SMS feature. Both monthly and annual options are available, with discounted pricing for annual plans.

  • Can I subscribe before using all 30 messages?

    Yes. Click the Get more link in the Conversations tab to open the subscription popup and proceed to payment.

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