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Getting Started with ThinkMessenger

ThinkMessenger allows you the opportunity to communicate with your guests via SMS messages directly from within your ThinkReservations account. Please review the steps below to learn more about setting up ThinkMessenger in your account. 


  1. Sign Up for ThinkMessenger by following this link

You will select a date and time for your ThinkMessenger Consultation Meeting.


Before signing up for ThinkMessenger, please consider whether you want us to host your current landline phone number or if you would prefer that we purchase a new phone number to use for ThinkMessenger. 


Hosting Your Current Landline Phone Number

  • Note: we cannot host a phone number that has been previously SMS enabled

  • Someone with the ability to directly answer your landline phone number must be present during the scheduled ThinkMessenger Consultation Meeting

  • If your business utilizes an automated answering service, please familiarize yourself with how to disable this service in preparation for your Consultation Meeting


Creating a New Phone Number for ThinkMessenger 

  • Note: no additional costs are incurred by electing to use a new phone number for ThinkMessenger - this is included with the cost of your subscription

  • You may select your preferred area code for your new ThinkMessenger phone number

  • Additional phone number preference requests may be granted dependent upon availability

  • Don't worry about getting this new number out to guests! They just need to respond to the initial message you send them (or any of the following automated or manually-sent messages). 


  1. ThinkMessenger Consultation Meeting (est. 30-60 min)

You will meet with the ThinkReservations Onboarding Team to learn more about ThinkMessenger, including subscription pricing. Next, we will set up your text messaging phone number (your current landline or a new phone number purchased on your behalf by ThinkReservations). 


Note: if you would like to host your current landline phone number for ThinkMessenger, someone with the ability to directly answer this number must be present during the ThinkMessenger Consultation Meeting


Once your phone number has been enabled, the verification process can take between a few hours to one week. We will schedule a follow up ThinkMessenger Onboarding Meeting (typically within 48 hours) to configure your account for messaging and provide training on daily use and best practices of this feature. 


  1. ThinkMessenger Onboarding Meeting (est. 30-60 min)

You will meet with the ThinkReservations Onboarding Team to enable ThinkMessenger within your account, review feature settings, and learn basic daily functions. 

  

      During this meeting, we will discuss:

Note: ThinkMessenger is designed to function with ThinkReservations’ new top navigation menu bar. 


To enable new top navigation:

  1. Navigate to Settings

  2. Open the Feature Flags settings page

  3. Toggle on “Display new top navigation to all users”. If the toggle is green (not red), your account already has new top navigation enabled. 

  4. Click ‘Save’


Note: New top navigation is enabled account wide - you may wish to notify other account users once this is enabled so that they are expecting this change upon their next log in. 


The new top navigation features a sleeker design. You will be able to access all of the same pages that were previously in the top menu bar by clicking on the ThinkReservations logo in the top left corner and selecting from the drop down menu. 


Your account settings may be accessed by selecting “Settings” from the drop down menu or by clicking on the two-slider icon in the upper right portion of your screen:


To search within your account, first click on the magnifying glass icon to open the search window. 


Visit our article New Navigation to learn more

User Permissions

Once ThinkMessenger is enabled in your account, you will need to grant permissions to all users who will need access to the feature, including account owners or users with administrative permissions. To grant permission to a user:

  1. Navigate to Settings

  2. Open the User Management settings page.

  3. Select the user you would like to grant permissions to.

  4. Add the permission for “Can use ThinkMessenger” by clicking the checkbox

Note: only users who have permissions for “Can access hotel and email configuration” and “Can modify users” will be able to give access to ThinkMessenger to other users. 

  1. Click ‘Save’ at the bottom of the page.


Note: All users with the permission "Can access hotel and email configuration" will have access to the ThinkMessenger settings pages (Message Templates, Survey Templates, Message Rules, and Away Message Autoresponder) even if they do not have permission for "Can use ThinkMessenger".


Message Templates

Message Templates are pre-written messages you can send to your guests either automatically using Message Rules or manually through the Messaging platform. First, navigate to Settings > Message Templates. You can view our default templates by clicking on one of the options in the list to open it. Modify the template by adding or deleting content from the Message textbox.

To create a new Message Template, navigate back to the list you see on the Message Templates page, and click the New button in the top right. 

In the Name field, give your template a name that will help you and your team easily identify it from a list. Your guests will not see this name - it's for staff eyes only.

In the Message field, add the content of the message, and be sure to click the Save button. You can also use Personalized Variables to pull information from a reservation associated with the message you're sending, like the guests' names, arrival times, or the room they booked. 

To take a deeper look, review the article on Message Templates.

Survey Templates

Survey Templates are pre-designed messages with a programmable auto-reply based on how your guests respond. You can send Surveys to your guests either automatically using Message Rules or manually through the Messaging platform. First, navigate to Settings > Survey Templates. You can view our default Departure Survey template by clicking on the survey from the list to open it. 


Navigating the Edit Survey Template Page

The Survey Question box is where you can draft the initial message that will be sent to your guests. This message should include both a question and a prompt instructing your guests on how they should respond. 

In the Automatic Follow-Ups section, you'll draft your Automatic Replies and map them to all the possible guest responses. To add an answer that will trigger the Automatic Reply, click the Add Answer button. 

To create a new Automatic Reply, click the Add Follow-Up Reply button, and configure each answer you would like to trigger the associated Reply.

Once you have added all the Answers and Automatic Replies you need, be sure to click the Save button. 

Personalized Variables

The Survey Question and Automatic Reply fields support the use of Personalized Variables, which pull information from a reservation associated with the message you are sending.

To take a deeper look, review the article on Survey Templates

Message Rules

ThinkReservations allows you to send automatic messages to your guests using Message Rules. Click on the Toggle Switch to the left of the rule to enable each individually.  

Reminder Messages

Reminder messages are for communicating with your guest pre-arrival. Once the message rule has been enabled, set the number of days prior to arrival, choose your Message Template, and select the time of day at which you'd like it to be sent. 

Arrival Messages

Arrival messages are for communicating with your guests on the day of arrival. 

For the Day of Arrival Message, choose your Message Template and select the time of day at which you'd like it to be sent.

For the Check-in Message, choose how long after check-in you'd like the message to be sent and select your Message Template. Note that this message rule is dependent on the reservation status, so it is triggered when a staff member clicks the "Check In" button in the reservation.

Departure Messages

Departure messages are for communicating with your guests after they have left the property. Note that these messages are not based on the reservation status, so they will be sent regardless of whether the reservation has been checked in or checked out.

For the Check-out Message, choose your Message Template and select the time of day you would like the message to be sent.

For the Follow up Message, set the number of days after departure you would like the message to be sent, choose your Message Template, and select the time of day.

To take a deeper look, review the article on Configuring Automated Messages.

We recommend you include instructions for your guests on how to opt out (reply STOP) of messaging.

Away Message Autoresponder

ThinkMessenger's Away Message Autoresponder allows you to manage your guests' expectations around when you and your team respond to text messages. You can set your availability hours and enable an auto-reply that will be sent on your behalf outside of those hours. 


In order to enable this feature, navigate to Settings > Away Message Autoresponder.  Switch the toggle to the green ON Position, and then set your availability hours. Note that these hours should indicate when you are in the office, and your guests can expect a timely response. Customize your auto-reply in the Away Message box on the right-hand side, and click save. Your away message auto responder will begin working right away!


Conversations

To view a list of your active conversations, start by navigating to Messenger, found in the dropdown menu under the ThinkReservations logo in the top left.

In the desktop view, you will see three columns. The leftmost column is your active conversation list. Here, you will see a list of all your active conversations with the most recent messages at the top. An unread message is noted with a blue dot on the left side. 


When you select a conversation from the list on the left, it will open in the center column. Even when a conversation is archived, the messages are never deleted - you'll be able to view the full history of the conversation with this contact. In the top right corner of the page, click on the three blue dots to mark the selected message as unread or archive it. Archiving the message will remove it from the active conversations list - read more about this here: Archiving & Activating Conversations


The Situational Awareness column on the right provides context regarding the conversation. It will show records of the next check in and last check out for the contact associated with the conversation. You can click on the Conf ID to open the reservation.


If multiple contacts share a phone number, this column will first show a list of possible contacts. You can select one for situational awareness information, then click Back to return to the list. If you have sent a message manually to a phone number without associating a customer, the Situational Awareness column will remain blank. 

Sending a Message

To send a message from a reservation, first click on the blue plus sign next to the customer name. This will open the existing conversation thread where you can view the message history with this customer. 


To create a new conversation thread, navigate to Messenger from the dropdown menu in the top left, then click the blue plus sign at the top of the active conversations list. Next, search for a customer by name or phone number. Select the correct customer from the list of suggestions, then click the "Start Conversation" button in the top right. 


If you are sending a message to a phone number that is not already associated with an existing customer profile, you can leave the top option selected. Note that you may be unable to send certain message templates without an associated customer: Message Templates 


In the center column of the messenger page, you will see the message bubble at the bottom. To send a message, simply type your draft in the box, and click the "Send" button. 

If your conversation is associated with a customer, you can also choose to send any of your templates manually by clicking the "Choose template" button. In the dialogue box, select the template you would like to send. If the template contains any personalized variables associated with a reservation, you will also have to select a reservation from the dropdown menu. Next, click the green Confirm button. Your template will appear in the conversation bubble. Review, make any desired modifications, then click "Send." 

To add an internal note in the conversation thread, click the orange sticky note button to the left of the conversation bubble. This note will appear highlighted in yellow and will be visible to Messenger users but not sent to the customer. This may be useful in noting a request has been fulfilled when multiple staff members are using the ThinkMessenger feature at the same time. 


We recommend that you train your staff to include a disclaimer to your guests who book over the phone to expect messages regarding their stay to be sent via text.

Notification

We highly recommend enabling notifications for Messaging so that you never miss a guest correspondence. Please reference the section below that corresponds with your device to enable notifications. Messaging currently uses browser notifications, but stay tuned for potential in-app notifications in future.


Notifications are specific to each user within your account.

Every user who accesses Messaging will need to enable notifications within their own user login (even if they are on a device shared by other ThinkReservations users). 


Notifications are specific to each browser used to access Messaging.

Notifications must be enabled individually on each browser and device (even if the user has already enabled notifications on another device).


Example: a user may enable notifications within their log in on the desktop at work in the Google Chrome browser. This will not automatically enable notifications when that user is logged in on their mobile device. It will also not automatically enable notifications on the desktop computer at work for that user within other browsers (Safari, Mozilla Firefox, etc.) OR for other users who are using Google Chrome on the desktop computer at work (the other users need to enable their notifications separately within their own login). 



Enabling Notifications

Desktop

Follow the steps below to enable notifications in your preferred browser. 


If you do not receive notifications after completing these steps, you may need to adjust settings for one of the following:


Chrome

  1. Log in to your account at https://manage.thinkreservations.com/

  2. Click the ThinkReservations logo in upper left hand corner and select “Messenger” from dropdown menu

  3. Click on the blue bell icon in the upper left hand corner 


        4 A pop up window will appear stating that manage.thinkreservations.com wants to Show notifications. Select             “Allow”   

   

  1. Your notifications on Google Chrome are enabled!


Mozilla Firefox

  1. Log in to your account at https://manage.thinkreservations.com/

  2. Click the ThinkReservations logo in upper left hand corner and select “Messenger” from dropdown menu

  3. Click on the blue bell icon in the upper left hand corner

  1. A pop up window will appear stating that manage.thinkreservations.com wants to send notifications. Select “Allow” 

  2. Your notifications on Mozilla Firefox are enabled!


Microsoft Edge

  1. Log in to your account at https://manage.thinkreservations.com/

  2. Click the ThinkReservations logo in upper left hand corner and select “Messenger” from dropdown menu

  3. Click on the blue bell icon in the upper left hand corner 

  1. A pop up window will appear stating that manage.thinkreservations.com wants to Show notifications. Select “Allow” 

  2. Your notifications on Microsoft Edge are enabled!


Safari

  1. Log in to your account at https://manage.thinkreservations.com/

  2. Click the ThinkReservations logo in upper left hand corner and select “Messenger” from dropdown menu

  3. Click on the blue bell icon in the upper left hand corner

  1. A pop up window will appear stating that manage.thinkreservations.com wants to Show notifications. Select “Allow”

  2. Your notifications on Safari are enabled!


Note: Safari notifications are supported on versions MacOS13 (Ventura) or higher. 


Mobile Device

If you are using a mobile device and have not yet downloaded the ThinkReservations PWA (progressive web app), please first refer to our support article Adding ThinkReservations to your mobile device as an app.


What is a PWA?

A PWA (progressive web app) is a type of application software delivered through the web, as opposed to a native application which can be downloaded through the Apple/Google Play store. Notifications settings will vary by device operating system when using a PWA. iOS does not currently support push notifications for the ThinkReservations PWA. 


iPhone

  1. Download the ThinkReservations PWA
  2. Open ThinkReservations app
  3. Click the ThinkReservations logo in upper left hand corner and select "Settings" from dropdown menu 
  4. Select "User Notifications" from the Settings Page 
  5. Check the box for 'I am using an iPhone and want to receive text notifications', enter your cell phone number, select phone carrier from dropdown menu, and click Save. 
  6. Your notifications on your iPhone are enabled! You will receive these as normal text messages, rather than push notifications.


Note: While the ThinkReservations PWA on iPhone supports most ThinkMessenger features and functionality, please note that iOS does NOT currently support push notifications for new messages. Apple is due to add support for PWAs in 2023. 


Android 

  1. Download the ThinkReservations PWA

  2. Open ThinkReservations app

  3. Click the ThinkReservations logo in upper left hand corner and select “Messenger” from dropdown menu

  4. Click on the blue bell icon in the upper left hand corner

  5. Your notifications on your Android device are enabled!




Troubleshooting - Browser Settings

If you have followed the steps above to enable notifications on your Desktop but are not receiving them, please review your Browser Settings in the appropriate section below


Chrome

  1. Click the 3 vertical dots in upper right hand corner and select ‘Settings’ from drop down menu 

  2. Select ‘Privacy and security’ from left menu bar

  3. Click ‘Site settings’ option

  4. Scroll to the ‘Permissions’ section and select ‘Notifications’ 

  5. Scroll to ‘Allowed to send notifications’ section and click the ‘Add’ button. Type “ https://manage.thinkreservations.com “ and select ‘Add’. 

  6. Once added, click the triangle arrow next to https://manage.thinkreservations.com to open additional settings.

  1. Scroll to ‘Notifications’ and select ‘Allow’ from the drop down menu


Mozilla Firefox

  • Click 3 horizontal lines in upper right hand corner and select ‘Settings’ from drop down menu

  • Select ‘Privacy & Security’ from left menu bar

  • Scroll down until you reach the Permissions section. Find Notifications and click the Settings... button to its right

  • Find https://manage.thinkreservations.com and change the status to Allow, then click Save Changes

Microsoft Edge

  • Click 3 horizontal dots in upper right hand corner and select ‘Settings’ from drop down menu 

  • Select ‘Cookies and site permissions’ from left menu bar 

  • Find and open Notifications 

  • Under Allow, click Add and type https://manage.thinkreservations.com , then Add  


Safari 

  1. Open the Safari menu and select Preferences 
  2. Select the Websites tab from the top menu bar 
  3. Select Notifications from the left hand column, locate manage.thinkreservations.com, and select Allow from drop down menu 
  4. Select Pop-up Windows from the left hand column, located manage.thinkreservations.com, and select Allow from drop down menu  

Troubleshooting - System Settings

If you have followed the steps above to enable notifications on your Desktop and review your browser settings but are still not receiving notifications, please review your System Settings in the appropriate section below


PC

  1. Open the Settings menu in your PC and select System

                           

   

 2. Select Notifications


 

3. Find your internet browser in the list of applications and switch the toggle to "On"


Mac

        1. Click the System Preferences icon in your dock or click the Apple menu and select System 

            Preferences from the drop down menu


        2. Select Notifications & Focus


                        

       

     3. Within the Notifications header, select your internet browser from the list of applications on the left hand side.             Once selected, toggle on "Allow Notifications"

Mobile PWA (Progressive Web App)

ThinkReservations uses a PWA (progressive web app) to access your account and ThinkMessenger. 


What is a PWA?

A PWA (progressive web app) is a type of application software delivered through the web, as opposed to a native application which can be downloaded through the Apple/Google Play store. Notifications settings will vary by device operating system when using a PWA. 


Note: iOS does not currently support push notifications for the ThinkReservations PWA. 


Visit Adding ThinkReservations to your mobile device as an app for step by step instructions to download the PWA. Once installed, be sure to enable Notifications on your device. 

Once you have completed setting up ThinkMessenger in your account, we recommend reviewing Using ThinkMessenger to get the most value out of this feature. 

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