[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
• How to Get Started
• Conversations Tab Overview
• How to Use the Conversations Tab
• FAQs
• Tips for Successful Beta Testing

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.
• Provide timely and professional responses to your guests.
• 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. Request Access to the SMS Inbox Feature

To enable the SMS Inbox feature, please reach out to the Touch Stay team. We'll help you get set up and answer any questions you may have. Once enabled, follow the instructions provided to access the feature in your Touch Stay account.

2. Register for a Dedicated SMS 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, and the sign-up process may take 1-7 business days to complete. Follow these steps to register:

a. Navigate to the Memo -> Conversations tab in your Touch Stay dashboard.

B. Click on "Enable Unified Inbox".

C. Follow the on-screen instructions to apply for a dedicated SMS number.

Steps in the registration process:

• Step 1: Provide your business address.
• Step 2: Enter your business information, including EIN (Employer Identification Number) and website details.
• Step 3: Add your authorized representative's details, such as name, job title, and contact information.
• Step 4: Review and confirm the provided information.
• Step 5: Submit the application. Once approved, you’ll receive your unique SMS number.

3. Access Your SMS Inbox

Once your registration is approved:

• You’ll find your assigned SMS number in the Invitation Settings.

• Use the Conversations tab in the Memo section to manage guest communication.

Note: Once your dedicated SMS number is active:

• The number used for Memo messages will automatically update to this new SMS number.
• The SMS number will also be automatically added to your guidebook in the “Contact us” section/page.

Overview of the Conversations Tab

The Conversations tab in the Memo section of the Owner Portal is where you manage all guest SMS communications. Here’s how it is structured:

• Left Panel: Displays all incoming messages. You can filter messages to view only unread ones.
• Center Panel: Shows the conversation thread for a selected guest. This is also where you can compose and send SMS messages.
• 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 center 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 Memo section and the Conversations tab.
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.

FAQs

• How long does it take to register for a dedicated SMS number?

Once you submit your application, approval typically takes 1-7 business days.

• 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.

Tips for Successful Beta Testing

Provide Feedback: Share your experiences with the feature via the link provided in your beta invitation email.