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What is the Guest journey builder?

The Guest journey builder shows the pro-active messages sent by Runnr.ai to your guests and when this messages are sent. 

Runnr.ai is a conversation engine that can both respond to messages, as well as start conversations. We refer to these as "reactive" and "pro-active/initiated" messages.

Proactive or initiated messages means that Runnr.ai starts the conversation on WhatsApp. This is cause by one of the following triggers, which you can switch on and off:

  1. Reservation.
    Sent directly after the reservation is done. The first whatsApp-message is triggered.
  2. Night before checkin.
    Message is sent the day before checkin. The time can be set. This based on the time of the location of the property.
    1. If online checkin is activated, this message will contain the online check-in link. So the guest is able to pre-register their information before coming to the hotel. 
  3. After Check-in.
    Message sent directly after checkin.
  4. After the first night.
    If a guest stays 2 nights or more, this message will be sent the day after the first night.
  5. Before check-out.
    Message sent on the day before checkout.
  6. After check-out.
    4 hours after check-out, the guest will receive this message. If the guest checked out late, we delay the message until 10am the next day.

If you have the Plus package and already onboarded your WhatsApp number, you've the option to also adjust and edit the content of these messages. Please contact support@runnr.ai if you need help with this. 

When editing these messages, you write them in English and we'll translate it to all other support languages. What's also good to be aware of, is that these messages (and their translations) have  a 1024 character limit, and can not end with a "dynamic" field. Our advice is to stay well within the character limit to ensure that any translations also do not go over.

Variants

Another functionality within the Plus package is that you can make different variant for this message for different target audiences. These are currently based on Space type and Membership status. This is how that works:

  1. First, choose the message that you want to make a variant for. In this example it's the post-checkout message.
  2. Then, click on "Add variant with filters".
  3. Here you can select the filter using "add filter". Choose the filter type you want to use (Space type, or member status if applicable).
  4. When choosing space type, select the spaces this message will be sent to. You can select multiple ones.
  5. Change the content and/or buttons of the message variant.
  6. Save and request approval.

This is it. Now, when Runnr.ai will be sending this post-checkout message, it will first check whether a guest status and space applies to the top variant. If this is not the case, it will check whether a guest status and space applies to the second variant, and so on. All guests that don't apply to a variant will be sent the base template which is at the bottom of your screen.