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Track Message Setup Guide (using Track and/or a Track marketplace integration as your guest communication tool)

We will refer to this page to set up your guest messages on Track.

Table of Contents

  1. Learn about the Autohost Process Flow
  2. Learn about the Tags feature on Track
  3. Set up your Message Templates
    1. AH Booking Confirmation
    2. AH Reminders
    3. AH Check-In Instructions

Learn about Autohost Process Flow

Autohost Process Flow

To learn more about the process flow, refer to this help center article.

Learn about the Tags feature on Track

Track offers its users a feature called tags; a tag is a label attached to a PM or CRM element that allows users to add informational value to data records, such as contact, lead, campaign, reservation, or company.

View this feature on your Track account by navigating to Track Settings CRM Setup ` Tags.

For the purposes of this implementation, we will be focusing on tags related to the reservation record.

You will create two (2) tags on your Track account. Use the instructions below to guide you:

  1. Log on to Track.
  2. Click ⚙️ icon to open the Configuration page.
  3. Click CRM Setup ` Tags.
  4. Click + Tags to create the first tag and enter the requested information. Click Save Tag.
    1. Tag: Autohost GP Completed
    2. Description: This means the guest has completed the Autohost Guest Portal end to end.
    3. Related to: reservation
  5. Repeat step 4 to create the second tag. Click Save Tag.
    1. Tag: Autohost Verified
    2. Description: This means the reservation was automatically verified or manually approved by your team.
    3. Related to: reservation
  6. Done!

What are the use cases for these two tags?

Autohost GP Completed:

  • When a guest has completed the Autohost GP, the remainder of reminder messages will be removed/deleted from the message queue to ensure they do not receive this message in error.
  • When a guest has completed the Autohost GP, the You're Verified message will be sent at the designated time trigger to acknowledge the guest's completion of the Autohost GP.

Autohost Verified:

  • When a guest has completed the Autohost GP AND their reservation has been verified or manually approved, the Check-in Instructions message will be sent to the guest at the designated time you have selected.

Now, let's set up our messages:

  1. AH Booking Confirmation
  2. AH Reminders
  3. AH You're Verified Message
  4. AH Check-In Instructions

1. AH Booking Confirmation

Tags are not needed for this message.

On Track, go to Settings Company Automations to create a new automation. Title it 'AH Booking Confirmation'.

Under conditions, set the timing delay/trigger for this message to be sent at zero (0) minutes after the reservation is created.

In your message copy, include the following URL (this is the link the guest will click to access the Autohost GP):

https://verifyhub.org/{'{'}{'{'}reservation.uuid{'}'}{'}'}

2. AH Reminders

We will utilize the "Autohost GP Completed" tag for these messages.

On Track, go to Settings Company Automations to create a new automation. Title it 'AH Reminder to Complete Guest Portal'.

Create a condition for these messages to not be sent if the "Autohost GP Completed" tag is present on the reservation. This will ensure the guest does not receive reminder emails after completing the Autohost GP. Lastly, be sure to include the URL for the guest portal (see last section) in your message copy.

Suggested timing triggers:

  • Reminder 1: 3 hours after booking confirmation.
  • Reminder 2: 24 hours after booking confirmation.

3. AH You're Verified Message

We will utilize the "Autohost GP Completed" tag for this message.

On Track, go to Settings Company Automations to create a new automation. Title it 'AH Reservation Verification'.

Create a condition for this message to be sent if the reservation has the "Autohost GP Completed" tag assigned to it. Set the timing delay/trigger for this message to be sent at zero (0) minutes after the reservation is created.

4. AH Check-In Instructions

We will utilize the "Autohost Verified" tag for this message.

Set up the condition for this message to be sent if the reservation has the "Autohost Verified" tag assigned to it. Set the timing trigger at 48 hours before the check-in date.