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Automate all event-related guest messages to enhance the guest experience, such as sending emails or messages on other channels when a reservation is made, sending online check-in instructions after 1 day, sending event reminder emails, etc. We offer you the opportunity to work smarter and improve the user experience for your guests.

Work Smarter with Touchpoint messaging workflow in sibo's Journey

Discover video tutorials and the Step-by-Step procedure to understand how to work Smarter with Touchpoint messaging workflow in sibo's Journey

Step 1: Access to Journey (the automated messaging)

To create the best experience for your future guests, click on the "Journey" tab in the dashboard menu.

In the search field, select the account you want to configure.

By default, you will land on the Touchpoint view. You can switch to the Messages View, which allows you to see all active touchpoints for your account. You can also click on "Edit" to modify the email template, add new variables, and test your message.

The Touchpoint view is used to activate and configure the triggers we want for each step of our Journey for our users.

In our demo, we will see how to create two Journey messages in the "Instant Booking Confirmed". The first example will simulate a direct reservation from your website, and the second example will simulate a reservation from an OTA.

From the Touchpoints page, click on the "Add journey" button (the blue plus sign) in the "Instant Booking Confirmed" section on the right. 

In the Tags section, select the Direct tag from your list or create it if it doesn't exist. Tags are used to enhance your understanding of the touchpoints.

In the "When should this message be sent?" section, the action will be triggered as soon as the booking confirmation occurs.

Now, it's time to configure the rules to be implemented. In general, you can have one or multiple rules. However, be cautious of conflicts between them that may block a message from being sent.

To add the rule for a direct reservation, click on the blue plus sign.

Construct the logic in the following manner: IF something... then trigger a specific action. 

In the IF condition, choose "Booking type". Then select in the second field ."Is one of". and continue by checking the "Direct" option. Finally, click "Apply" .

The options in general can be: Yes / No – Equals / Does not Equal / Contains / Does Not Contain / Greater than / Greater than and equal / Less than – Is one of / Is not one of.

In our demo, we don't need to complete the rule with "AND," but it would be possible to do so. The logic would remain the same as for the "IF" condition.

In the "Message sent to" section, you have two options: Customer or Internal recipient. We will select "Customer."

The checkbox allows us to send the message to the guest even if we don't have their personal email address in a SIBO reservation, using an OTA platform/extranet chat. We will check the box for this journey.

Now, select the properties from the list where this touchpoint should be active and click on Apply.

If it is the first touchpoint, select a new or existing content for your journey message.

There are three important sections: "Select Variables," "Email," and "Other messaging platforms."

The "Select Variables" section contains all the available variables and allows you to make the displayed information in the message body dynamic.

The title of our message will be "Booking Confirmed Direct"

In the "Email" section, you can add the subject of your message with or without variables in the Subject field and use variables in the BODY section.

You can obtain a template to start building your message. Click on the stamp icon (on the far right), a window will open with template choices. Select one and click on SAVE to use it. We can see that several variables are already present in the message body. Of course, it is possible to create your own custom template by styling the template or coding your own HTML template. Click on the smaller and larger sign to edit the HTML code.

We will select "New message" for our demo and paste the pre-prepared HTML.

The body of our message contains a thank you message for the guest's reservation along with all the details of the booking. Variables are used to make the displayed values dynamic.

Click on "Apply selection" to apply your template for this journey.

Other messaging platforms will be utilized for all other messaging channels. It is crucial to fill in this field; otherwise, the message may fail to send. Please ensure that you provide the necessary information in plain text format.

You can test the template by sending it to your email address.

To finalize this step, click on the "Create" button.

Now let's see how to create the touchpoint for a reservation from an OTA.

In Tags, select the OTA tag or create it if it doesn't exist.

In the IF condition, choose "Booking type". Then select in the second field ."Is one of". and continue by checking the "OTA" option. Finally, click "Apply" .

The "Message sent to" will be sent to the "Customer," and we will check the "Send also by email" box.

Define the properties where the message will be active. In the message section, we will choose "New Message," and the title will be "Booking Confirmed OTA." We will paste the HTML that we have prepared with the message to thank the guest for their reservation and ask them to complete our online check-in.

Make sure to also fill in the content for "Other messaging platforms."

Finally, click on the "Create" button to complete the process.

If we go back to the "Instant Booking Confirmed" touchpoint, we can review what has been programmed and how many journeys we have. You can see an explanation of the touchpoint we have set up for Booking Confirmed Direct and Booking Confirmed OTA. You can also see who created this touchpoint, the timestamp of creation, and the timestamp of the last modification.

1. Creating a new trigger point: Click on the blue plus sign button.

2. Editing it with limited options: You can add more tags. – You can select or unselect "Send also by email." – You can modify the selection of active properties. – You can change the message.

3. Duplicating a touchpoint and following all the steps seen in step 2. This becomes handy when rules change is required.

Step 4: Modifying rules during the experience

You can disable a journey message by removing the properties it is triggered for. For better visibility, we recommend tagging unused messages with a DELETED or NOT IN USE tag”

Click on the "Clone" icon or the “blue plus sign” to modify the rules and settings.

In the active trigger point, deselect all properties from the list

Click "Save" to confirm the changes. Please note that a changing the message’s content applies to all the journey messages using it.

Step 5: Modifying a template during the experience

From the "Message View" screen, you can modify the template.

Add or modify variables in the body of your message.

You can also modify the message text that will be sent to other platforms.

You can perform test sends from this window as well.

Click the "Save" button to save your changes. Please note that a changing the message’s content applies to all the journey messages using it.

Step 6: Specifics for Check In and Check Out touchpoints

Check-in and Check-out are time-based touchpoints, as such you can choose how many days before or after you wish the journey message to be sent.

Step 7: Reservation Timeline: Tracking the guest's journey progress

Open the page of the desired reservation.

Once the page is open, click on the rightmost tab, "Journey."

This will take you to the timeline of the guest's journey, allowing you to see where the guest is in their customer experience.

To better understand this section, click on "Legend" to learn the symbolism of each icon. For example, a gray checkmark indicates that the message has been sent but not yet read by the guest.  And a double blue checkmark indicates that the message has been read. By clicking on the envelope icon, you can get an idea of the email received by the client. It is also possible to view the links sent to the client.

By default, internal messages and pending condition messages are hidden.

Step 8: Easy way to duplicate entire Journey workflow

Once you have created your first Journey, you can easily duplicate the entire workflow and apply it to another property.

Click on "Listings" in the menu, and then select "Properties."

Locate and open the property for which you want to clone the Journey.

Navigate to the "Message" tab and click on the "Clone" button.

A pop-up window will appear, presenting a drop-down list of properties. Choose the original property from which you want to clone the Journey.

Finally, click on "Apply" to complete the cloning process.

By following these steps, you can quickly replicate and adapt your existing Journey to multiple properties, saving time and effort in the process.

If you encounter any difficulties in creating your journey, do not hesitate to contact our support services.

Facilitate your guest's journey with the online check-in process, and receive all the relevant information in sibo prior to their arrival.

How does the sibo Online Check-In work?

Discover a video tutorial and the Step-by-Step procedure to understand how guests use the sibo Online Check-In

Streamline your guests' journey and elevate their experience with sibo's online check-in process. By utilizing sibo's automated and branded check-in form, effortlessly collect guest information prior to their arrival, allowing you to verify every detail and prepare their upcoming stay.

When it comes to sharing the Online Check-In (OCI) with your guests, sibo provides you with two convenient options:

Automated Sharing through Journeys: With sibo, you can effortlessly include the OCI link in your guests' communication journeys. This means that guests will automatically receive the OCI link, ensuring a seamless and convenient check-in process. By incorporating it into your pre-arrival communications, you save time and make it easy for guests to complete their check-in at their own pace.

Manual Sharing from the Bookings Page: sibo also offers the flexibility to manually send the OCI link from the reservation page. This gives you the control to personally share the link with your guests via email or by simply clicking on the link to copy it and pasting it into your preferred communication channel. This option allows for a more personalized approach, giving you the opportunity to provide additional instructions or address any specific guest requirements.

Whether you choose to automate the sharing process through journeys or manually send the OCI link, sibo ensures that your guests have a hassle-free experience, making their check-in process convenient and efficient.

Once the link has been forwarded and opened by the guest. Here are the different steps that he follows.

The guest needs to fill in their country prefix, phone number, and email address so that the host can contact them regarding their reservation and account information. A two-step verification process will confirm that the shared details are correct.

Step 2 - Confirmation of estimated time of arrival 

The guest needs to select the date and time of their arrival and departure from the calendar provided to help the host prepare for their arrival.

Step 3 - Confirmation of the number of guests and upload copies of passports or ID cards 

The guest needs to indicate the number of Adults, Infants (0-2 years), and Children (2-12 years) who will be staying with them. 

If there are children, they must provide their ages. 

Additionally, the guest needs to upload copies of their passport or ID card and those of all accompanying persons.

Guest must read and agreed the house rules. They need to check the checkbox indicating their agreement to proceed.

Step 5 - Complete the payment of any remaining balances on the booking total and the security deposit depending on their situation:

If the guest has already paid the full amount, they will see the details of their reservation and can continue with the process.

If there is an outstanding amount or a security deposit to be paid or collected, the guest needs to provide their credit card information before proceeding.

 In this final section, the guest will see a message indicating that their identifications are awaiting host approval. They can also select their preferred platform, either WhatsApp, Email, etc… for receiving messages regarding their stay.

Transparency with owners is the key to your success as a vacation rental business. Through sibo, Property owners can access  their own portal to be aware about every relevant information related to their listings.

How to use the owner portal?

Discover a video tutorial and the Step-by-Step procedure to properly use the owner portal

Transparency with owners is the key to your success as a vacation rental business. Through sibo, Property owners can access their own portal to be aware about every relevant information related to their listings.

Step 1: How to create a new access to sibo for an owner?

Click on the "Management" tab, then select "User management," and choose "Owner" from the menu.

Fill out the required information about the owner in the form, including name and email.

In the "Main Account" field, search for the account to link.

Select or search for the city where the owner will have access, then click "Apply" to confirm.

In the "Properties" field, select the properties that the owner will be able to monitor on the dashboard, then click "Apply."

Choose one or more of the four permissions that the owner will have at their disposal. You can learn more about permissions by hovering over the question mark.

Select the name of the report from the “OWNER REPORTS” list to give access to the listings and performances to the owner.

Complete the account creation process by clicking the "Add owner" button.

Step 2: How can you sign in to the owner portal ?

Sign in with the email address that was used to create your access

Once logged in, you will currently have access to the Multi calendar and the Reports page with every permissions you allowed during the portal configuration.

Step 3: On the multi calendar page, what are the different possibilities for the owner?

Here are the actions allowed to the owner  on the multi calendar section:

The first one, gives him the ability to access his listings calendar.

The second one grants permission to block/unblock dates on the calendar.

The third one allows the owner to enable price display and view the rate per night of every property.

The fourth one allows viewing reservations and other details in tooltips when hovering over a booking or a blocked date.


Step 4: On the reports page, what can see the owner?

On the Reports page, the owner will access a very detailed analytic report showing the most important metrics related to his listings activity and performances. 

The filtering section allows users to select a specific period, destination, and apartments to track.

Owners will then enjoy very valuable data and key metrics such as:

Owner payment: Net amount that the owner should receive

Another interesting indicator is the Revenue Breakdown to know where your bookings come from.

A table summarizing the occupancy rate, revenue, and owner payments.

A final table showing the distribution of bookings.

"Multi Calendar – View Calendar Page" : Owners having this permission can view the "Multi Calendar" in the sibo menu.

"Multi Calendar – Block/Unblock Dates" : Owners having this permission can Block / Unblock dates.

"Multi Calendar – View Prices" : Owners having this permission can see (and use) the toggle of "Prices".

"Multi Calendar – View Booking Info Tooltips" : Owners having this permission can see the tooltips when they hover a booking or blocked dates.

Transparency with owners is the key to your success as a vacation rental business. Through sibo, Property owners can access  their own portal to be aware about every relevant information related to their listings.

Curious about how to manage reports efficiently?
Get ready to level up your reports management skills with Sibo's video tutorial!

How to file a report?

Discover a video tutorial and the Step-by-Step procedure to file a report on sibo

File report can be accessed in multiple ways:

The first option is to click on the profile name at the top right corner of any page in the PMS, and in the dropdown menu, select "File a report." In this case, you will need to manually fill in the first two fields, "relates to...," which means either "Booking" or "Property." You will also need to insert the booking ID or to select a property.

The second option is to go to the booking screen and select a booking. Then click on the profile name in the top right corner and then select "File a Report" from the dropdown menu. In this case, the "relates to..." field will be automatically filled in.

The third possibility is to click on the “Report” button from the inbox page. The report will be created directly via the reservation or any conversation related to the specific reservation. The “My report relates to…” part will be automatically filled in and you will still have to complete the “My report is about” part.

The fourth possibility is on the property page. Click on the profile name in the top right corner and then select "File a Report". The “My report relates to…” part will be automatically filled with property details.

For our tutorial, we will file a report from a Booking screen.

We will click on the selected booking ID.

Click on the profile name at the top right corner and select "File a report" from the dropdown menu. We can see that the report has been pre-filled along with the reservation ID.

Provide details in the "My report is about" section.

Click on "Select a category." then choose the category of your problem in the dropdown list.

Specify the degree of importance for this report. You have three options : Emergency, High and Low

Explain your priority change in the field to help other users understand why you're changing the status.

Add a brief description. It will be visible on the report screen below the report card.

Adding any available photos to illustrate the issue.

Finalize your report by clicking on the "Report" button.

Once the report is completed, you can go to the "Report" page from the menu. A list of different reports will be displayed, sorted by urgency level.

On the top of the page you have a search section.

Found our report in the list. You have access to a lot of useful informations like Number of the report, status, title, emergency priority, description, related booking link, related property link and a like to the issue image.

On the right side, we have three actions buttons. – The first button changes the status of the report to "NEW", "IN PROGRESS" and "DONE" in synchronization with the status of the connected task. – The second one is to create a task for the technician. – The third button is to add a comment or to view the different comments.

To resolve the issue, you can create and assign a task to any user. Automatically, information about the city and the apartment is loaded into the form. "City" and "Booking or property name" are already populated. If necessary, you can change them by searching for the correct information.

If you know the person to whom you want to assign this task, you can select them from the dropdown list.

Click on "Add Task" to create it. The task appears below the report.

There are few ways to resolve a report : 

By clicking on the "Resolve" button and choosing an existing task. This comes in handy when you have duplicated reports of the same issue.

Once a resolving task was added to the report, the report's status is automatically driven from it. As a result, when the maintenance person starts the task, the report's status will be automatically changed from "NEW" to "IN-PROGRESS", and when the maintenance person ends the task, the report's status will be automatically changed from "IN-PROGRESS" to "DONE".

In this comprehensive guide, you'll learn efficient ways to file and manage reports. Discover multiple access methods, follow step-by-step instructions for creating reports, setting priorities, and tracking progress. Streamline your property management workflow by integrating tasks and enhancing your report management process.

In this article, we will explain you how to block effectively and unblock specific dates for various reasons, such as maintenance, etc.

How to manage your calendar?

Discover a video tutorial and the Step-by-Step procedure to manage your calendar

To modify only the desired properties, use the filter at the top of the page. Several filters are available, including:

It is also possible to search by property name

Step 2: Select the desired date to block 

Once the filter is set up, you can select the desired dates to block.

First, select some boxes on the calendar.

Now boxes are pre-selected in blue and a sidebar opens on the right.

In the sidebar we see the selected dates displayed.

Choose the reason from a selection of 8 possibilities.

Add a comment to specify the reason for the block in the "Add a comment" field.

You then have three options: - Do Not Release: Never release or unblocked manually – Auto release after: Release the dates after X minute(s), hour(s), day(s) – Auto release at: Release the dates at a specific date and time.

Click on Apply to finalize the modification.

The dates are now blocked and shown in black.

On hover, it is possible to see the different details: – such as who and when the block was made – the blocked period – and the block category.

To unblock dates, you need to select the blocked dates.

On the sidebar click on the "Unblock" button.

And confirm by clicking on the "Apply" button.

Pricing is a crucial element of effectively managing your property, and our PMS allows you to easily control your rates in real-time. This section allows you to manage your rates for each property individually or grouped together. You can reduce manual pricing errors and increase your revenue through smart and dynamic pricing.

How to Manage Your Pricing

Discover a video tutorial and the Step-by-Step procedure to manage your pricing

Step 1: Quickly and easily update the rate for a single date manually

Simply click on the property of your choice.

In the price box and change the amount. For example change it from 150 EURO per night to 200 EURO.

Click outside the table area, and then click the "Apply Changes" button. The price has been sent and updated on all platforms.

Step 2: It is also possible to make changes for a single apartment or multiple apartments at the same time for a period.

In FOR, choose the property to modify, and click the "Apply" button.

In SET, select the days to modify. And also define a period to modify. For example, from April 20th to April 29th.

Now, you can either add a single amount (+5€), which will change 150€ to 155€, or a percentage (+10%). It is also possible to add a fixed amount like 160€.

Simply click on "Apply Changes" to make the change effective.

If certain dates on the calendar are blocked for a particular reason, it is still possible to define a price for that period.

When these dates become available, they will be automatically updated. This change is also possible for dates that have already been reserved.

This way, if there is a cancellation, the prices for that period will also be updated.

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