Flow messages are part of our Quick Reply feature within Chat. We know hoteliers are often dealing with multiple jobs at any one time, so we’ve made answering guest conversations as quick and seamless as possible.
A flow message is designed to understand where exactly in a conversation your Agent is, and offers an appropriate response for the guests they’re speaking to. Unlike saved messages, flow messages can't be edited. They are designed to recognize what stage in a conversation your Agent is at, and provide a relevant response or follow up question.
Here's how it works:
- A guest starts a conversation with your Agent, and your Agent clicks the lightbulb icon to access Quick Replies. The first flow message that's available to them is designed to answer a typical opening message. So this could be something as simple as saying ‘hello’ or it could acknowledge the guest, explain that you're busy and promise to reply as soon possible. It could also ask for further clarification about the guest’s initial question.
- Once the guest has read the reply, the flow message will provide opportunities to continue the opening conversation (‘Have you stayed with us before?’ or ‘Is there anything you’d like to know about the local area?’), confirm that the answer was sufficient (‘I hope that has helped. Is there anything else you’d like to know?’) or keep the guests chatting more generally (‘How much time will you have to explore the local area?’)
- Once you’re Agent is mid-conversation with a guest, the flow message will either help drive them towards getting a booking (‘I could make the booking for you now if that would be helpful?’), assist with anything that’s holding them back from booking (Is there anything else you’d like to know before booking?) or give general assistance (‘What else can I help you with?’)
The Agent is still free to write their own answer at any time, but flow messages ensure that helpful, well-written answers are just one click away. You can access Quick Replies via the lightbulb icon next to the text box at the bottom of the Agent Portal.
Flow messages work in conjunction with saved messages. Find out more about saved messages