Guests and messages
Send messages to guests and colleagues, and update customers, conversations and reservations.
Last updated on
These steps are in the Guests and messages group. How the exits work is explained under Exits of an action.
Message a guest
Sends your own text to a customer by email, text message or WhatsApp. Use it for messages that have no fixed Tillor template, such as a welcome message on the day of arrival.
| Field | What you fill in |
|---|---|
| Customer | The id of the customer, for example {reservation.customerId}. Required |
| Subject | Email only. Empty uses the name of your organisation |
| Message | The text, without formatting. Variables are filled in. Required |
| Send by e-mail | On by default |
| Send by text message | Off by default |
| Send by WhatsApp | Off by default |
Note the following:
- Customers who do not accept communication get nothing. The flow then continues via Skipped
- Outside the 24-hour window of WhatsApp, Tillor sends your text as an approved template. Inside that window it goes as a normal message
- If the customer does not exist, the step fails
Notify colleagues
Sends colleagues a push notification, an email or both.
| Field | What you fill in |
|---|---|
| Colleagues | Choose one or more colleagues |
| Also notify whoever caused the event | Also notifies the colleague who caused the event. If the system caused the event, nobody is added |
| Title | The heading of the notification. Required |
| Text | The content of the notification |
| Send as push notification | On by default |
| Send by e-mail | Off by default |
The Workflow user never receives a notification itself. If there are no colleagues to notify, the step does nothing and the flow simply continues.
Add a comment
Places a comment, in the name of Workflow.
| Field | What you fill in |
|---|---|
| Comment | The text of the comment. Required |
| On | The event's records (default) or A task |
| Task | Only with A task: the id of the task, for example {createdTask.id}. Required |
Note the following:
- Mention a colleague with
@{triggeredBy.name}({triggeredBy.id}). That colleague then gets a notification, just as with a comment you type yourself. This only works if a colleague caused the event - With The event's records, the comment goes on the customer, the invoice, the reservation, the payment, the terrain, the meter and the task that the event is about. If the event has none of those records, the step fails
- The action returns
{createdComment.id}
Reply in the inbox
Sends a reply in an inbox conversation, through the same channel the guest wrote with.
| Field | What you fill in |
|---|---|
| Conversation | The id of the conversation. {threadId} by default. Required |
| Reply | The text, without formatting. Variables are filled in. Anything longer than 4096 characters is cut off. Required |
| Keep the AI assistant active | Off by default |
Note the following:
{threadId}exists for events about inbox messages, such asinbox:message-created- That event applies to every new message, including your own reply. So first check that the message came from the guest, otherwise your reply starts the flow again. Put a Look up a record on Inbox message with
{messageId}before this step, and an If / else that checks whetherfoundInboxMessage.directionequalsINBOUND - By default your reply silences the AI assistant in that conversation, just as when a colleague replies themselves. With Keep the AI assistant active the assistant keeps talking. If the conversation is then archived, the step fails
Tag or archive conversation
Gives an inbox conversation tags, archives it, or both.
| Field | What you fill in |
|---|---|
| Conversation | The id of the conversation. {threadId} by default. Required |
| Add tags | Choose one or more tags. They are added, existing tags stay |
| Archive the conversation | Off by default |
Update customer
Changes the status of a customer or adds a note. Other data of the customer stays unchanged.
| Field | What you fill in |
|---|---|
| Customer | The id of the customer, for example {invoice.customerId}. Required |
| Status | Leave as it is (default), Default, Preferred, VIP, Warning or Blacklisted |
| Add to notes | Text that goes on a new line under the existing notes. Empty adds nothing |
Check in, check out or cancel
Puts a reservation into its next status.
| Field | What you fill in |
|---|---|
| Reservation | The id of the reservation. {reservation.id} by default. Required |
| Action | Check in (default), Check out or Cancel |
The reservation must be in the right status for that. Check in and Cancel work on a reservation with status Booked, Check out on a reservation with status Checked in. If it is in another status, nothing happens and the flow continues via Skipped.