Two-Way SMS

What it does

Two-Way SMS lets you send text messages to guests and receive their replies directly in your staff dashboard. You can create reusable message templates for common situations — check-in reminders, room-ready notifications, or payment links — and all conversations are stored in one place.

Prerequisites

• An active Twilio account with a phone number (or Google Voice configured by your platform administrator)
• Admin or Staff role in the dashboard
• SMS must be enabled in your property messaging settings

How to enable

1. Log in to the staff dashboard.
2. Go to Settings > Messaging and confirm the SMS toggle is turned on.
3. If you use Twilio, your platform administrator needs to enter your Twilio Account SID, Auth Token, and phone number in the tenant settings.
4. Once credentials are saved, the SMS status indicator in the dashboard will show "Active."

How to configure

Creating a message template

1. Navigate to Messaging > SMS Templates.
2. Click New Template.
3. Fill in: Template Name, Category, Message Content (use placeholders like {{guest_name}}), and Description.
4. Click Save.

Testing a template

From the template list, click Test next to any template. Enter a phone number and the system will send a live preview.

How to verify it's working

1. Open Messaging > Conversations in the dashboard.
2. Find a recent guest booking and click Send SMS.
3. Select a template or type a custom message, then send.
4. Ask a staff member to check that the text arrived on their phone.
5. Reply to the text — the reply should appear in the dashboard within seconds.

Common questions