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Auto response to common questions

sunchic vacation
Nov 29, 2021 12:44 PM
Joined May, 2021 20 posts

Is there a way to configure OwnerRez to do this? For example, guests that ask "What's your wifi code? Even if the system isn't intelligent/trained to suggest a response or even automatically respond, can it have common canned responses available with a drop down to pull up to reply? I could see this saving time on things like the wifi, forgot my door code, check in/out times, driving directions, what's near me, etc?

Ken T
Nov 29, 2021 4:04 PM
OR Team Member Joined Aug, 2019 1403 posts

At present no, and I don't think that's likely in the near future. Speaking personally, I don't believe I've ever encountered such a system that accomplished anything more than infuriating me with its irrelevant and useless answers. Machine responses, alas, work better in the movies than in the real world. :-/

sunchic vacation
Nov 29, 2021 10:17 PM
Joined May, 2021 20 posts

Doesn't have to be fully automated. That could be a choice. Providing pre-written canned responses for commonly asked questions doesn't require an auto response. What's my wifi code, check in/out, etc, how late is the resort club open, etc. Not complex. Could be configured by the user to allow for auto response. Middle ground could be assisted, but it's a productivty benefit to the user and response time for the guest if designed right.

Joel P
Nov 30, 2021 6:57 AM
OR Team Member Joined Oct, 2009 114 posts

Hi Sunchic,

I see what you mean, and actually, we already do have something like that.

If you're on guest conversation page, your SMS and Airbnb templates will show in the dropdown to the right below the message box (labeled "Use Template"). If you are sending an email to a guest from the booking, the template dropdown is in the blue bar at the top. In either case, you can select any template you want from the dropdown, which will then fill in the message box.

So if you want to set up "canned" responses, just configure them as templates. You don't have to create a trigger for every template.

Wei from SuperST
Dec 21, 2021 9:58 AM
Joined Apr, 2021 5 posts

I too would love to see in-app automated responses from OR. While email responses may have worked back when vacationing websites were mainstream, most people use apps today and having that digital papertrail in app is important for claims and such.

Today, I have to supplement OR with another app to do automated machine responses - and while not perfect, we do try to make it sound human and personable so doesn't feel like you're talking to a bot.