This guide explains how to contact guests who answered surveys directly from myHotel, using the Onsite or FollowUp modules.
1.- From Onsite or FollowUp, go to the Guests section, where you can view all the surveys completed during the period:
2.- To contact a guest, simply click the Contact button:
3.- Next, the available contact options will be displayed. If an option is grayed out, it means the required information is missing to contact the guest through that channel (for example, surveys without a valid email address or registered phone number):
4.- When selecting Email ⚡ or WhatsApp ⚡, the system will automatically generate a smart reply (AI-suggested) that you can review and edit before sending.
5.- By choosing Phone call, In-person, or Others, you can enter a description that informs other users of the actions taken:
6.- The survey will be marked as contacted. Upon opening it, you will be able to review the complete history of contacts and logged interactions.
If the contact is made via email, any response from the guest will be received by the user who initiated the contact from the platform.