SimplyChat

• Overview & Usage
• Chat Groups
• Broadcast Message
• Message Template
• SMS DIDs

Overview & Usage

Overview

The SimplyChat module allows you to send SMS text messages to phone numbers with SMS capabilities. A user must be assigned to a chat group, or a SMS DID assigned to them.

To start an SMS chat, log into the Client Web Portal (https://cwp.thinksimplicity.com). Once logged in click on SimplyChat on the left hand menu. Then choose Chat. You will be greeted with a screen with a text field similar to a chatroom or SMS phone-app screen.

SimplyChat Limitations

• 1000 character limit when creating messages in chat window

Terms:

• DID: Direct Inward Dialing - A term meaning, for simplicity's sake, a telephone number. For example, a DID of 406-555-5555 would be a DID (direct inward dialing) for a cell phone, business, desk phone, etc.

Types of Conversations

• External: A DID/SMS for non-guest at the hotel (visitors)
• Guest: A DID/SMS for guest at the hotel (check-ins)
• UI Users: Other users of the Client Web Portal/SimplyChat, such as other Front Desk employees, managers of the hotel, etc 
• Groups: A grouping of users where a message can be sent to all members in that group.

Filtering SMS Conversations

1. Unread Conversations - Filters and shows all unread conversations for the user
2. All Conversations - Filters and shows all the existing conversations for a user
3. Favorite Conversations - Filters and shows only favorited conversations for a user. Favorites allow for quick reference and navigation of often used, or currently being used conversations.
4. External Conversations - Filters and shows only External type conversations
5. Guest Conversations - Filters and shows only Guest type conversations
6. UI Users Conversations - Filters and shows only UI Users type conversations 
7. Group Conversations - Filters and shows only Group type conversations
8. Search Conversations - Allows a users to search conversations by Room, Staff or Group

Starting an SMS Conversation

• You can start a new SMS Conversation by selecting the New Chat button as seen in the image above
  
  

Types of New Conversations:

1. Existing Contact Chat: Starts a new SMS conversation with a SimplyChat User/Contact
2. New Mobile Chat: Starts a new SMS conversation where you enter a DID (mobile number) not previously used
3. Create Chat Group: Starts a new group conversation with participants in a group.

New Mobile 

Starts a new conversation where you enter a new DID/SMS number that has not been previously used before.

1. Enter the recipient's DID/SMS number you wish to communicate with (cell phone number)
2. Select the DID you wish to use to communicate. The recipient will see this telephone number when the text message is sent, and will be replying to this telephone number.
3. DIDs to send messages from can be assigned to individuals or groups. Such a a "Front Desk" Group where everyone in that group will be using the same DID to send messages.
4. Click Create to start the conversation with the entered recipient phone number & selected DID 

 Existing Contact

• Starts a new conversation with previously used contact. You can select a contact to resume a conversation or start a new one with a previously saved contact. 

• Select Pick Up to take over the conversation from another user and begin conversing. (circle 1 in picture below)

Create Chat Group

This option allows you to create a new Group Conversation with only the selected users you wish to be in the group.

1. Enter a name for the Group Conversation
2. Click the arrow to choose your Group Conversation participants

1. This radio button shows list of Contacts in the list shown below the Create button
2. This radio button toggles the list to show Contact Lists below the Creat button
3. Search field to search for contacts or users
4. Select All check the checkbox to select all contacts as listed below the Create button
5. Check boxes next to the contact name allows you to select, or de-select the contact to add to the group
6. Create button creates the group with the selected contacts

The Conversation Screen

1. Favorite: Favorites the conversation for an easy reference using the Favorites Filter
2. Contact Info: Shows relevant information for the contact in the conversation such as name, email, phone number, reservations or other contact info.
3. Received Messages: Replies to you, the user, will be in dark green
4. Sent Messages: Messages sent to the contact twill be light gray
5. Emoji: List of emojis that can be sent in the conversation
6. Message Templates: Shortcut to the canned responses, or message templates, that allow for quick responses to common questions or responses.
7. Send Button: Sens message written above to the recipient.

Chatting Party Types

Messaging Method Capability Matrix

The below tables shows which parties can communicate and available methods. Across the top are the senders who initiate a message and along the left are the receivers of the message.

There are 2 possible method of communications:

Web - users will be able to communicate using the online SimplyChat chat interface

SMS - users will be able to communicate using their SMS capable devices

Web2Web = A message is sent from the online SimplyChat chat interface and received by the party within their online SimplyChat chat interface

Web2SMS = A message is sent from the online SimplyChat chat interface and received by the parties SMS capable device

SMS2SMS = A message is sent from a SMS capable device and received by a SMS capable device

SMS2Web = A message is sent from a SMS capable device and received within the the online SimplyChat chat interface

	Message Senders
Message Receivers		UIU	UIUD	UIUDM	GU	GC	MV	MG
	UIU	Web2Web	Web2Web	Web2Web	Web2Web*
	UIUD	Web2Web Web2SMS	Web2Web Web2SMS SMS2Web SMS2SMS	Web2Web	Web2Web*		SMS2Web SMS2SMS	SMS2Web SMS2SMS
	UIUDM	Web2Web	Web2Web	Web2Web	Web2Web*
	GU	Web2Web	Web2Web	Web2Web			SMS2Web	SMS2Web
	GC					Web2Web
	MV		Web2SMS SMS2SMS		Web2SMS*
	MG		Web2SMS SMS2SMS		Web2SMS*

Web2Web* = User can only reply to a conversation originated by another party

Web2SMS* =  User can only reply to a conversation originated by another party

Definitions of User Types / Parties

UIU = Online Web Chat User

UIUD = Online Web Chat User with direct SMS number to receive messages from external SMS capable devices.

UIUDM = Online Web Chat User with mobile number to receive notifications. (Not for 2 way communication).

GU = Group User part of an inbound SMS group.  All group members will receive SMS messages when sent from external SMS devices to dedicated inbound SMS number (DID).

GC = Group Chat between UIU(D)(M) for internal conversations.  No external SMS messages will be sent or received.  No SMS number can be assigned to Group Chats.

MV = Visitor, External SMS device not associated to a room.  

MG = Guest, External SMS device associated with a checked in room.

Chat Groups

Overview

Chat Groups are used for adding users of the CWP to a group, not SMS DIDs

Chat groups allow you to add multiple participants to a conversation. Any messages you send will be sent to all recipients you choose to make a group with. 

Creating A Group

• Click the Create New button
  
• Name the group and click Submit

Add Users To A Group

• Find the group in the list of groups and click the Action button
• Select the View button
• In the list of users, click Attach User to the users you wish to add to this chat group.
• Once the Attach button is pressed, the user is added to the group. To go to the previous screen click the Back button

Remove Users From A Group

• Find the group you wish to remove users from in the list under Chat Groups
• Click the Action button and select View
• In the list of users, click the Remove User button to remove a user from the group

Chat With A Group

1. Click Chat in the left hand menu
2. Click the New Chat sign on the page that loads
3. Select Existing Contact to bring up a list of contacts
4. Select the Group you wish to add. In the image below, the multiple person icon indicates a group (ex. Front Desk)

Broadcast Message

Overview

Broadcast message allows you to send a message to several contacts at once despite if they're in a group or not. Unlike group chat, the broadcast messages goes to the individual only, and their replies are not seen by anyone else besides the SimplyChat user(s).

Create a Broadcast Message

• Click "Create Broadcast Message" in the upper right hand corner of the screen

1. Broadcast For: Filter contacts between Staff, Guest, External or Contact List
2. Select: Check the checkbox to the contact(s) you wish to have the message broadcast to
3. Broadcast Message: Type the message you wish to broadcast into this field
4. Message Template: You can also select a pre-made template to auto fill the Broadcast Message field
5. Send: Send the message

Continuing the Conversation

You can view broadcast messages, and continue the conversation with that individual contact by going back to the Chat module by click on "Chat" located in the left hand menu

Delete Broadcast Message

You can delete the "Broadcast Message" by clicking on "Action" and then "Delete" 

Note: Deleting the Broadcast Message" does not un-send the message.

Message Template

Overview

Message Templates allow you to create commonly used messages that can easily be selected to save time sending messages to others. 

Create New Message Template

• To create a new message template, click on the "Create New" button in the upper right hand corner of the page.
• Name your template in the Title field
• Key: the placeholder used to call the "shortcode"
• Type the message you wish to make a template out of in the Message field
• Check the Enable checkbox to make the message template available for use
• Click the Create button to save the message template

 

Shortcodes

Shortcodes (merge fields) allow you to use placeholders that will update with the relevant information automatically when sent. For example @@firstname@@ will be replaced automatically with the guest's first name, or @@room_number@@ will be replaced with the room number automatically, etc. This allows you to create personal and relevant message templates.

SMS DIDs

Overview

SMS DIDs are the list of telephone numbers the SimplyChat module for your hotel can use. You can assign DIDs (telephone numbers) to specific users or groups (note: you can't assign to specific users and group(s) at the same time).

 

1. The DID (telephone number) being modified
2. Description allows you to briefly describe the DID
3. SimplyChat Group: drop down lets you select the group you wish to assign the DID to
4. SimplyChat Subscriber: drop down lets you select the single user to assign the DID to

You can either use SimplyChat Group or  SimplyChat Subscriber you cannot use both