SMS Module

How does the SMS and WhatsApp Module work?

BookingCenter's SMS and WhatsApp module allows a property to use SMS or WhatsApp (ie, 'messaging') to both communicate to Guests and automate important functions of property management.  The messaging feature is a recommended part of the Self Check-in and Check-out process, as notification via messaging is immediate and more reliable than email - vital for a guest wishing to access their room, or to check out and immediately notify Housekeeping staff.

There are numerous times when an SMS is more appropriate than email, print, or fax.  For instance:

• When the desk is closing and you wish to notify a late-arriving guest important info.
• To notify an in-house Guest of a service or appointment.
• When transportation directions or maps are needed to communicate to a mobile Guest.

Literally hundreds of situations can be improved having MyPMS communicate quickly and concisely using pre-crafted SMS message 'Letters'.

BookingCenter brings SMS and WhatsApp to your property in 3 different ways:

1-Way Messaging

Inexpensive and ready-to-use with no phone number or WhatsApp business registration required.  Your PMS sends automated messages based on events you decide -  SMS replies get routed to your email. This solution is inexpensive, as it uses a 'short code'.  Ideal for properties that don't want a lot of back and forth texting.  Send messages manually (free form texting) or via 'Auto Letters' based on events such as 'x days before arrival' or 'upon checkin' to the room.  mportant is one-way - the property sends Letters and instructions to Guests via SMS.  The solution is inexpensive ($30/mo for most customers) and doesn't require additional communication paths for your staff to manage. But it is not a 'reply' system enabling customers to SMS you back, as that requires a shared mobile number that gets 'forwarded' to your individual worker's mobile phones, or shared via a web portal.  In our experience, this is appropriate for larger staffs with full-time managed front desks.

2-way bi-directional messaging

Receive a dedicated 10-digit number to enable 2-way messaging, and is 24 x 7 available for SMS and WhatsApp messages.  A 'dashboard' inside the PMS and our iOS/Android 'BookingCenter' app notifies the right staff when messages arrive.  And most messages will be automatically assigned to the right Booking (if they made a booking) as we keep the 'conversation' link3d to the right Booking. Thus, staff can review and reply to all messages inside the app, on the web, or from the specific booking.  The system switches between SMS and WhatsApp based on guest preferences. Pre-crafted replies to common questions - which can be automatically inserted into a reply - make this Ideal for properties who wish to make messaging part of their culture.

AI-enabled Chat 'bot' messaging

Our Artificial Intelligence (AI) 'chat bot' works from booking through guest check-out.   A widget that BookingCenter installs on your website or your 'concierge' page, this AI Agent is trained on your profile (of which BookingCenter knows quite a bit and we learn more during setup!) so that guest questions are answered by the AI agent automatically.  But this powerful new tool also brings additional business via the MCP: Model Context Protocol.  MCP is the 'agentic' protocol we support that responds to queries by OpenAI, ChatGPT, and Gemini searches to 'see' your property, learn about your policies/amenities/activities, and query rates and availability from BookingCenter (which you allocate and track via your Agent allocation tools) to make bookings - without the guest ever visiting your website or an OTA.   Thus, besides communicating via SMS and WhatsApp to Concierge requests, this agent creates new demand from AI 'agents' searching for properties in your market. Integrated with ChatGT, Open AI, and Gemini, take advantage of both a messaging-based Concierge and this new booking channel to transform the guest relationship - and find new guests's via AI agents. 

Ask us how we can enable industry-leading communication that meets your budget and needs.