This article will cover the steps to signing up for ThinkMessenger, setting up the feature, and an overview of basic functionality.
Overview of ThinkMessenger Functionality
ThinkMessenger allows you the opportunity to communicate with your guests via SMS messages directly from within your ThinkReservations account. The core features are outlined below.
Message Templates
Message Templates are a great tool to help save you time and create consistency with your guests' experience. They are pre-written messages you can send to your guests either automatically using Message Rules or manually through the Messaging platform.
To take a deeper look, review the article on Message Templates.
Survey Templates
Survey Templates are a great way to engage with your guests, getting important information and feedback in a consistent, easy way. They 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.
To take a deeper look, review the article on Survey Templates.
Message Rules
ThinkReservations allows you to send several automatic messages to your guests. These are set with Message Rules, Surveys, and the after-hours autoresponder.
Message Rules are separated into categories based on where the guest is in the reservation lifecycle. In each category, there are multiple opportunities for you to configure an automated message. To view the available options and make changes to your Message Rule settings, navigate to Settings > Message Rules. Click on the toggle switch to the rule's left to enable each individually.
To take a deeper look, review the article on Configuring Automatic Text Messages.
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.
To take a deeper look, review the article on the Away Message Autoresponder.
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:
Navigate to Settings > User Management
Select the user you would like to grant permission to.
Add the permission for "Can use ThinkMessenger" by clicking the checkbox.
Click Save at the bottom of the page.
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.
Users with the permission "Can access hotel and email configuration" will have access to the ThinkMessenger settings pages even if they do not have permission for "Can use ThinkMessenger."
Mobile PWA (Progressive Web App)
ThinkReservations uses a PWA (progressive web app) to access your account and ThinkMessenger.
A PWA (progressive web app) is a type of application software delivered through the web instead of a native application that can be downloaded through the Apple/Google Play store. Notification settings will vary by device operating system when using a 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.
Using ThinkMessenger
ThinkMessgener is user friendly and intuitive. For detail on the core functions listed below, review the ThinkMessenger Basics article.
Conversation Inbox
Archiving and Activating Conversations
Sending a Message
Sending a Template
Sending a Survey
Automating Messages or Surveys
Mobile App
Notifications
Sign Up and Onboarding
Sign Up for ThinkMessenger using the button below to select a date and time for your Consultation/Onboarding meeting.
Consultation/Onboarding Meeting (est. 60 min)
You will meet with the ThinkReservations Onboarding Team to learn more about ThinkMessenger features, functionality and subscription pricing. Once you decide to move forward, we will continue to setup and onboarding. Usually, the time allotted for this meeting is sufficient to get you completely up and running with ThinkMessenger.
First, we will set up your text messaging phone number.
You'll have the option to either create a new phone number for ThinkMessenger or have us host your current landline with our messaging service.
Creating a New Phone Number for ThinkMessenger is quick & easy!
No additional costs are incurred by electing to use a new phone number for ThinkMessenger
This option only takes us a matter of minutes to complete
You may select your preferred area code for your new ThinkMessenger phone number
We are happy to host your existing landline and enable it for text messaging using ThinkMessenger. This multi-step process requires us to acquire a Letter of Authorization from the business owner, which will need to be verified by Twilio, the service we use for text messaging. The verification process can take between a few hours and one week.
We cannot host a phone number that has been previously SMS-enabled.
Note: If you would like to host your current landline phone number for ThinkMessenger, someone with the ability to answer this number directly must be present during the 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.
Next, we will enable ThinkMessenger within your account.
You'll have the opportunity to review feature settings with your Onboarding Specialist and learn basic daily functions. We will discuss:
Finally, we will begin the registration process for A2P 10DLC compliance.
A2P 10DLC (US Application-to-Person 10-Digit Long Code) refers to sending SMS messages from an application, like ThinkMessenger, to a mobile phone. All major US carriers that process business-to-peer messaging services require registration with The Campaign Registry (TCR) in order to provide service.
A2P compliance is important because it helps to protect consumers from spam and unwanted messages. By following A2P regulations, carriers ensure business messages are delivered to the intended recipients and avoid blocking messages. Read our Texting Best Practices and A2P Regulation article to learn more about the registration process.