With the Fetch2.0 update, there are a bunch of new features baked into the system that you may not yet have realised. Over the next weeks, we will release some articles right here in your notifications to highlights the new functionalities! Today we cover some new messaging and guest-related functionalities:

1. Enhanced Broadcast Options: Multiple Reservations

Navigation: Messages > Create/Edit Broadcast

Choose whether you want to send one message per reservation or to only send it once per mobile number. This is important if your guest has multiple reservations associated with the same phone number, as you may face the following situations:

1. If you are sending mobile check-in links, you would want them to receive one message for each mobile check-in link for each reservation.
2. At the same time, you would not want the same mobile number to receive multiple marketing messages about happy hour at the bar.

2. Enhanced Broadcast Options: Open Tickets

Navigation: Messages > Create/Edit Broadcast

When scheduling automated marketing messages, you can now also choose to exclude guests who have an active ticket open with the property. This is to avoid sounding out of place or insensitive if there is an open issue the guest is awaiting for a response for when they receive the automated message.

3. Message History

Navigation: Messages > Message History

Our new message history tab allows you to track all your broadcast histories. Whether it's a One Time SMS Broadcast or Automated SMS Touchpoints, you will be able to see what message was sent, when it was sent, and who scheduled it. You can even double click into each broadcast to the list of mobile numbers this message was sent to, and the send receipts for it. This is great for helping to maintain communication records, investigate and gain control of your guests’ messaging history.

4. Live Guest Profile Updates

Navigation: Ticket Management > Open a Ticket associated with a reservation

You might have noticed that there is a new card in your tickets called ‘Reservation Details’. We know that guest reservation details change often and have effects on your communication with them, so we wanted to make this information easily available for you. With the new update, we are now able to automatically reflect live changes of your guest profiles, specifically their reservation status, and their arrival and departure dates. 

5. SMS Status Tracking

Navigation: Ticket Management > SMS tab

See the live receipt of the sent status (sent, pending, or failed) of the SMS messages you send to your guests in the SMS tab of your ticket.

6. Quiet Hours Auto-responses

Navigation: Customization Centre > On-Site > View Survey

Previously, the chat auto-responses were sent automatically to every message that came in, as long as it was not part of the initial survey flow.

The new checkbox feature allows you to only send your chat auto-responses during the quiet hours you have set. This essentially turns your chat auto-responses into an out of office message. 

7. Future Guests

Navigation: Depends on the use case (Creating a ticket, Messaging a guest, or Creating an Itinerary)

We know how important it is to be able to create tasks, itineraries and communicate with guests long before they are even on property. As part of the system upgrade, all properties are now able to search for future guests who are not yet on property, up to 30 days before the guest arrives. This means you can:

1. Search for guests to send messages to
2. Search for guests to create tickets for
3. If you are using our itineraries module, search for guests to create itineraries.

To take this a step further, the new system will also save any new reservation that had been created on Maestro after the update on Fetch directly. This means over time, you will be able to search any reservation you have on Maestro on your Fetch system.

We hope these new features can help improve the granularity and accuracy of your communications with your guests, and would love hear any feedback you have about them! 

We are always looking to continue improving our messaging functionalities so please feel free to leave us a comment or a feature request and we will follow up with you!