You may have your Messaging Module now looks slightly different! To make navigation easier, we've grouped your messaging features into three main categories:

🔹 Broadcasts – Manage all one-time and recurring broadcast messages. You can now send messages to staff and departments in addition to guests. (More details below!)
🔹 Automations – Create advanced automated messages to improve your workflows. In addition to keyword-triggered responses, you can now send messages based on guest reservation status changes. (More details below!)
🔹 Logs – Your single source of truth for all messaging activity. Now, you can export message history as a CSV file for reporting and analysis. (More details below!)

🚀 New Features

1. Staff Broadcasts – Keep Your Team in the Loop

You can now send targeted messages to staff members or entire departments directly from the Broadcast tab. Whether it’s an emergency alert or a routine reminder, you can send one-time or recurring messages to keep your team informed.

📍 How to send a Staff Broadcast:
Navigation: Messaging > Broadcasts > Staff > Single or Recurring

1. Click "New Broadcast Message."
2. Give your broadcast a name.
3. Choose when to send it: Send Now or Schedule (for one-time messages) / Set a recurring schedule (for recurring messages).
4. Enter your message. 
5. Select staff members or departments to receive the message. (Staff without a mobile number will be greyed out.)

📌 Note: These messages will be sent from the usual Fetch notifications number. This is a notifications-only number so any responses will not be captured.

2. Reservation Status Automations – Smarter Guest Messaging

Now, you can automate messages based on changes to guest reservation statuses, enabling real-time communication throughout the guest journey.

✅ Example Use Cases:

• Automatically send digital keys after check-in.
• Deliver post-check-in instructions upon arrival.
• Send an NPS survey link after check-out.

📍 How to create a Reservation Status Automation:
Navigation: Messaging > Automation > Reservation Status

1. Click "New Automation."
2. Name your automation.
3. Enter your message. Use dynamic fields to personalise your message, hover over the infotip to check which fields you can utilise (e.g., {{FirstName}}).
4. Select the reservation status that will trigger this automation. (Only one status per automation.)
5. Choose the delay time before sending the message, after the reservation status changes.
6. Apply additional filters to further segment your messaging. (Messages will only be sent if the reservation matches these filters as well.)

3. Export Message History – Easy Data Access

By popular request, you can now export messaging history as a CSV file—perfect for incident investigation, reporting, and analytics.

📍 How to export Message History:
Navigation: Messaging > Logs > Message History

1. Click "Export."
2. Select a time frame and optional filters (e.g., send status or source).
3. Click "Download"—your CSV file will download directly to your device.

📌 Note: You can export up to 10,000 messages at a time. If your file hits the limit, narrow your timeframe or filters and run multiple exports.

🚀 We Want Your Feedback!

We built these features based on your input, and we’re excited to keep improving! Let us know what else you’d like to see—your feedback helps shape the future of Fetch.

Enjoy the new updates, and happy messaging! 💬✨

We’re thrilled to introduce our new WhatsApp integration within Fetch!

In today's fast-paced hospitality industry, guests expect seamless communication, no matter where they’re from or how they prefer to connect. Whether you have many international travellers who prefer communicating via WhatsApp to avoid international messaging fees, or your properties’ unique location means limited mobile network, it's essential to provide guests options to still reach out to you.You can now expand your communication capabilities by:

• Utilizing Fetch's automated surveys, real-time messaging and broadcasts via Whatsapp instead
• Effortlessly switch between connecting with your guests on their preferred channel, whether that’s SMS, WhatsApp, or Email
• Taking advantage of Whatsapp’s robust functionalities like list-pickers to set up self-service FAQs
  

Take your guest engagement to the next level with Fetch’s WhatsApp integration. Reply to this post or reach out to [email protected] to learn more!

A small tweak to the UI, to make navigation easier in the busy season!

Now, you can easily distinguish the active tab with just a glance, even amidst the busiest times. Say goodbye to hunting for labels at the top or left! With this update, you have the power to personalize your experience. Admins can head over to "Account Details" and under "Account Info" select different colors for each tab. Tailor the interface to suit your preferences and simplify your experience.

This should make your user experience even better & hopefully, you enjoy will this change.

Here at Fetch, we like to keep on top of how the newest trends in technology are augmenting the way the hospitality industry works, and now that ChatGPT and AI are here, we want to tap into the power that they can bring to your teams. 

We are excited to announce that we are launching the first version of our AI Assistant! We have fine-tuned a GPT-4 model on our almost 1M yearly messages to give you the best results!

What is it?

The first version of our AI Assistant helps draft emails & SMS to respond to a guest about any feedback they have texted in.

How does it help?

1. Reduces the time and effort spent by Front Desk Staff on crafting a response to every customer who sends feedback
2. Improves the personalization and relevance of email or SMS replies in response to the guest’s comments, instead of sending a generic email template
3. Makes sure that grammar & punctuation are correct 

How does it work?

Your AI Assistant will be located in the message templates of your tickets on your ticket management dashboard.

Take a look at this short clip of how it works (it's 1-click magic):

Click the button or comment your property name below to find out how to enable the AI Assistant on your dashboard now!

I'm in

UpdateYou ask & we deliver - our itineraries module has received a booster!

Fetch's Itineraries allow you to create customized itineraries for each guest to manage their stay experience, and send them custom reminders when it comes time for their activities. Now, you can further stay on top of their stay experience by:

1. Setting internal reminders for itinerary activities

Ensure that staff does not forget when a guest has an activity coming up by setting up email or SMS notifications to be sent to their email before a guest's activity. You can even specify the duration before the activity that the staff receives a notification.

2. Email itineraries to any email directly

Send full guest itineraries to any staff, vendor or guest email to ensure everyone is on board with the plan!

3. See if the itinerary has been shared with the guest already

A green little "mail" will now indicate if you have already shared the itinerary with the guest & when opening the itinerary you will also be able to see it immediately.

Properties with Itineraries enabled can find the new features live on their dashboard.

If you are interested to try out Itineraries for your property, comment your property name in the comment field below and we'll reach out to set it up for you!

Hey Fetch World! We just implemented a seamless way to give us your Fetch wishlist ✨ 

Here at Fetch, we like to think the world revolves around providing excellent user experiences. The key to making that go off without a hitch? 

Feature Requests! (aka your very own Fetch wishlist)

We are happy to announce that Feature Requests at Fetch are now easier than ever! 

So let the entire Fetch Team know what is on your wishlist with our fresh new Announcekit integration. 

👀 How does it work? Let's take a quick look:

1. Press the Bell 🔔

Click on the Bell icon on the upper right corner of Fetch

2. Select "Suggest Feature"	3. Select "Create Idea"
Click on the purple "Suggest Feature" button	Click on the blue "Create Feature Request" button or upvote other ideas that have been created

4. Finally, share your Idea!

Jot down a high-level overview of your idea!

And presto! Your new Feature Request is shared with the Fetch team so that we can get it done for you!

Managing Guest Itineraries has never been easier! 📅

We're excited to announce a brand new feature available on the Fetch Platform - Itineraries! Now you can easily manage guest itineraries, send SMS reminders, and see everything about the guest stay in one place.

It's super easy and intuitive to use, eliminating the need for Post-it notes and other tools to keep track of reservations. With our Itineraries feature, you can quickly and easily email the guest their upcoming reservations, as well as all the details of their stay.

This feature is sure to save you a ton of time and help you better manage your guests' stays. So why not give it a try? 

You can reach out to [email protected] and we will be able to set it up for you.

We're here to make sure you get the most out of the Fetch Platform.

You can now access upcoming reservations (up to 30 days out) when creating tickets and itineraries to plan your guests' stay in advance. 

Please note, that for this feature currently, you will need a Maestro integration & the itineraries module activated. If you are interested in using it, please reach out to us and we will set it up.

See all previous conversations with the guest whenever you want to respond 🤗

Having access to the full message history between your team and your guests can be a powerful tool when solving tickets. With Chat History under tickets, you can easily see all the messages that have been sent between your team and the guest, allowing your team to quickly get all the context they need to solve a ticket.

This feature not only helps you solve tickets faster, but it also ensures the best experience for your guests. Knowing the past conversation helps you understand the needs of your guests and better serve them.

We hope this new feature will help you streamline your customer service and ensure the best experience for your guests.

If you have any questions about Chat History under tickets, please reach out to our support team via [email protected]. We are happy to help.

We understand the importance of allowing different positions within your hotel to access certain modules or functionalities within the platform to avoid costly mistakes in guest communication and to enable everyone to complete their job.

This is why we launched new user roles! 

If you want some of your team members to not be able to interact with guests, yet still close or create tickets you can now select user roles for them. 

No Login: Only receive notifications, no login access to the dashboard

Restricted: They cannot access the settings, but they can interact with guests & manage tickets

Internal: Any guest communication feature is disabled, only internal tickets can be closed & responded to

Full: All Access - for a given property

Read up on it here: Fetch Handbook.