Lesson 10: Creating Quick Reply Templates on Airbnb

7:51 AM angeLjamie 1 Comments

For those new hosts, looking professional in text is a key for successful hosting. Plus, replying on time is an Airbnb metrics, so be sure you have your reply/messaging game on top.

However, it does become tedious after the 20th time I had to answer the same question of whether my unit has a Taal view or not.

FULL DISCLOSURE: No, sadly my unit doesn't have a Taal view. Not all Tagaytay listings can face Taal lake. And yes, I had it explicitly mentioned in my listing description that we don't have Taal view. I would put premium pricing, if I had one, because yes, Taal view units costs about 30% more.
Yes, I do have a day and night photo of the view from our balcony.

With that out of the way, let's start creating some saved replies. You can do this directly on the app in your phone or thru a browser with your PC.

Open your inbox. Choose any message you have. Old, new, booked or not; all can be used to access your saved messages.

Tap the 'Quick Reply' button.

Notice that there are some replies already. Those were created automatically by the system if you've filled them up when you've initially created your listing. You can actually edit your listing and add in those information if you haven't done so.

Now, those double curly brackets are codes that the system uses to access your listing dynamically.
You can either edit them to spruce up the message or leave as is. Just tap on each message to edit. Any message outside of the brackets are static, meaning, it would be sent as is together with the dynamic message. You can still follow? Good!

Let's start creating a quick message. For this example, we'll create a quick message that states the unit's WiFi name and password.
Don't worry, your guest will only see the information after they have booked your unit.

Tap the button on the right-hand corner to start.

Give it name. Mine is WiFi User/Pass.
Create your message. Use the 'Shortcode' drop down list to make parts of the message dynamic, say, the guest's name.

Airbnb also made a code to store your WiFi name and password. The actual name and password would be shown in the message, just make sure that you add those information in your list.
For a quick check, go to your Listing and scroll down to Guest resources.

Here's what the quick message I made. I made the guest name dynamic on the greeting line, then made use of the WiFi shortcodes. Easy!

Just hit 'Create' and you're done.

To send this message to your guest, tap the quick reply button and choose this message, and send.

If you're looking on having this message automatically sent to your guests during their check-in date, go to my tutorial for creating scheduled messages here.

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Airbnb Lesson 9: Creating Scheduled Messages

10:00 AM angeLjamie 5 Comments

Airbnb recently rolled out a new feature for seasoned hosts on its app. This is called the Scheduled Messages. It's an upgrade to the Message Template that you would create for common responses that you have for your guests. But instead of manually choosing and sending the message, you can have it scheduled to send automatically, making it very convenient.

Note: Not all have this feature yet. Mostly those that have been on the system for quite some time.

For this tutorial, we'll do a Booking reply. 

Normally, when I get a booking, the first thing I do is to thank the guest and in a way acknowledge it. My reasons, being:

1. Yey! Your booking is successful!
2. There's a real person behind this booking.
3. Review what you've booked, in terms of number of guests and the date.
4. Ask for the name of the guests.

The last 2 reasons are very important. It would save you a ton of headache in the future.

With that in mind, let's create the automatic message.

First, go to your inbox and open any guest message. Right beside the reply box, you'll see a new button, with a clock on its corner. Tap that button to create and access your scheduled messages.

The button beside it your saved template messages that can be sent manually.

For starters, this would show up. Just hit 'Create automated template' to start creating a message.

Name your message. Make it simple. For this, the name is 'Booking reply'.
On the message part, notice the drop down list named 'Shortcodes'. These are actually placement holders that the system would automatically change based on information inherent to the booking, like name of guest, date of check-in, etc.
Tap 'Shortcodes' to browse the list.

Since we want the message to be sent to all guests that booked, we need the name dynamic. In the drop down list, choose 'guest first name'; same with the check-in and out dates.
The rest of the message, you'll have to type out. Here's my sample message.

Check for any spelling or grammatical errors. Remember the message would be sent automatically, so we don't want any mistake.

Once you're satisfied with your message, scroll down to 'Listings' and select the appropriate list you'd want this message for. This is especially true for those with multiple listings.

Now, on to Scheduling...

Scheduling is the time when you'd like your message sent out.  To do it, tap Action. There's 3 options:
• Booking confirmed
• Check-in
• Checkout

Choosing any of the option would lead to another drop down list for the actual time, 'When to send'.

For our example, we want the 'Booking Reply' sent to the guest after they booked, but not immediately. I don't want them to know that it's a robot in there, so I'm choosing '5 minutes after'.

Lastly, hit the 'Create' button. That's it! You're done. The message would now be sent to all new bookings that you'll receive.

Easy, right?

Now, try and create a "Welcome" message to your guest. The 'Shortcodes' has options to store your unit's WiFi name and password, so you won't have to type it everytime a guest asked. Cause we know, a guest would ask for it even if you've already had it printed and placed on the table for them to see. Just make sure that you've actually added those information on your listing.

To manage your Scheduled Messages, just hit 'Manage' on the right-hand corner of the screen.

Choosing 'Check-in' or 'Checkout' on the 'Action' list would give you a chance to schedule the message days before each action, so you can actually create a message alert for your guest's stay days before their actual stay. Neat, right?

I had fun and created a tone of automatic templates. See my list below!

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