In this article you can learn the step-by-step to customize the smart replies generated for Online reviews and for contacting guests who responded to Onsite and FollowUp surveys.
Did you know that it is now possible to customise the Smart Replies generated by Fidelity?
If you are a user with the Administrator role in the Fidelity platform, you can now customise the type of response that is generated when responding to Online reviews and when contacting guests who have responded to Onsite and FollowUp surveys.
You can choose the tone of the response and the extension of the response. The tone can be formal, casual or friendly. The extension can be short, medium or long.
You can also choose a different response tone and extension for each module. For example, when contacting guests who have left a review on an OTA, you can choose short and casual responses, but when contacting guests who have responded to surveys, you can choose a formal tone and long responses.
How can I configure the type of response I want?
1.- You must log in to Fidelity and click on your user icon, when the menu is displayed, you must choose the option “Product Configuration”:
2.- You will see that the menu on the left will change and will now show the word CONFIGURATIONS, below it will appear the option “Smart Replies”:
3.- A box will be displayed from which you will be able to make the necessary adjustments, changing the Response Tone and the Response Extension according to the module. You will also be able to see some examples of each type of reply.
4.- Finally you only have to click on Save Changes, so that this is reflected in the system, and click on the Back button to return to the platform.