Message Management FAQ
Guests no longer just call on the phone. WhatsApp, Instagram DM, Facebook Messenger, web chat, OTA message boxes... They all fire at the same time, and in most hotels, these messages are:
- •returned late,
- •it is not clear who is looking at what,
- •some are never answered,
- •reservation opportunities and satisfaction scores disappear silently.
Message Management FAQ page; It was prepared to explain how you can turn this dispersed structure into a single center, professional team and SLA-oriented message operation model for your hotel.
Brief Summary
Message Management; It is a professional operation model that manages all messages from your hotel's WhatsApp, Instagram/Facebook DM, web chat and OTA message boxes from a single center, with SLA (response time) and standard communication language. Aim; Our aim is to bring missed or late replied messages closer to zero, to make message channels directly generate reservations and satisfaction, and to eliminate the confusion of "who looked, what happened". In the correct setup, messages are tagged based on subject (reservation, information, complaint, offer, etc.), separate script and SLA sets are defined for multilingual needs (such as TR–EN–DE–RU), and if necessary, the offer–reservation process is carried out with the same discipline by connecting to PMS/reservation flows. Operation success; It is sustainable with a single panel/single screen approach, shift plan, script + tone of voice standard, follow-up rule and regular reporting. In measurement; Channel-based message volume, response rate, first response time, resolution time, message-to-booking conversion and satisfaction feedback are tracked as basic KPIs. This structure reduces reservation loss, especially in tourism regions (high season, heavy WhatsApp and OTA message traffic), catches complaints early and strengthens the guest's perception of an "accessible, relevant hotel".
Brief Summary
Message management; It is a professional message operation that provides fast response, higher booking conversion and better satisfaction by managing WhatsApp, social media DM, web chat and OTA messages from a single center with SLA.
Frequently Asked Sample Queries
- What is hotel message management?
- How do I manage WhatsApp and Instagram DM messages?
- Why is it important to respond quickly to OTA messages?
- Is it possible to manage messages from a single panel?
What is Message Management?
What exactly is a message management service?⌄
Message management; It is a professional call center model that manages all guest messages your hotel receives via WhatsApp, social media DM (Instagram, Facebook, etc.), web chat and OTA message boxes from a single center, with a specified SLA and standard response language. The aim is to reduce missed or late replied messages to zero and turn these channels into real booking and satisfaction channels.
Isn't just checking phone calls enough?⌄
Nowadays, most of the guests want to:
- •first correspond,
- •then call or make a direct reservation.
Why is message management important for my hotel?⌄
- •guests want to see an “online” hotel,
- •the hotel that responds to messages late loses to the competitor who responds faster,
- •Responding to OTA messages quickly and accurately is critical for both reservations and scores,
- •WhatsApp has become the primary communication channel for many users.
Is message management just “answering messages”?⌄
No. Correctly designed message management:
- •subject coding (reservation, information, complaint, request, offer, etc.),
- •PMS/OTA integration (if possible),
- •SLA definition (e.g. WhatsApp: max 5 min, OTA: max 30 min),
- •language management (TR–EN–DE–RU etc.),
- •reporting (how many messages came, how long it took to reply, conversion to reservation etc.)
For which types of hotels is message management suitable?⌄
- •resort hotels (especially high WhatsApp and OTA message density),
- •city hotels (business travel messages, quick information and reservation requests),
- •boutique and concept hotels (structures that receive intense questions via DM and WhatsApp),
- •chain hotels (groups that want to establish a central message operation).
What is the relationship between message management and “complaints and comments”?⌄
- •quick and professional message response → the guest feels valued,
- •problems are caught early through the message</b> → they are resolved before they turn into OTA/Google comments,
- •satisfied guests reflect the attention they received through the message to their comments.
Short Questions
What is a message management service and what does it do?
It is a professional message operation that manages your WhatsApp, social media DM, web chat and OTA messages in a single center, with SLA control and sales/satisfaction oriented.
Does it make sense to delegate WhatsApp and DMs to a professional team for my hotel?
If your message volume is high, your response time is long, or some messages remain unanswered; Yes, it often makes sense to work with a professional team and model.
Will unanswered messages cause reservation loss?
Yes; Guests, especially those in the decision-making phase, leave the hotel where they cannot receive a quick response and move on to a competitor that responds faster.
Is it possible to manage all message channels from a single screen?
With the right message management platform and integrations, it is possible to view and manage WhatsApp, DM, OTA messages and web chat from a single panel.
How does fast response time affect guest satisfaction?
In the “online” world, a guest who receives a quick response feels valued and safe; This positively affects both the booking decision and satisfaction scores.
Who is the message management service suitable for?
It is suitable for all hotels and tourism businesses that receive significant traffic from message channels and say, "I cannot keep up with WhatsApp/DM/OTA messages, some of them are lost."
Service Scope: WhatsApp, DM, Web Chat, OTA
What channels does the Message Management service cover?+
Typical scope:
- •WhatsApp / WhatsApp Business,
- •Instagram DM, Facebook Messenger,
- •website live chat,
- •OTA message boxes (Booking, Expedia, etc.),
- •other message channels if necessary (e.g. Google Business messages).
What is social media and WhatsApp message management?+
Social media and WhatsApp message management; It is the operation that responds to messages coming from these channels such as:
- •information requests,
- •price and availability questions,
- •complaints and suggestions,
- •special requests
Can OTA and social media messages be managed in a single panel?+
Depending on the message management platform and integrations used; OTA messages, social media DMs, WhatsApp and web chat can be managed on a single screen. This structure; It provides great convenience in terms of seeing and reporting who responded to what and when.
Why is message management important for the hotel?+
- •an increasing portion of guests prefer message channels,
- •messages offer real-time sales and satisfaction opportunities,
- •unanswered or scattered messages lead to direct reservations and loss of brand image.
Is message management just providing information, or does it also include sales?+
Correctly designed message management; It covers both information, reservation and cross-sell/upsell opportunities. For example, a guest asking for room type and price via WhatsApp can be converted into a reservation with the right dialogue and guidance.
Process & Operation: Single Center, SLA, Script
How to begin the message management process?+
- •listing which channels (WhatsApp, DM, web chat, OTA) are used,
- •analysis of message volume and busy hours,
- •determination of current response times and missed message rate,
- •determination of language needs (TR–EN–DE–RU etc.),
- •SLA definition (e.g. WhatsApp 5 min, OTA 30 min, DM 60 min),
- •preparation of script and tone of voice document,
- •pilot period and optimization.
How can all message channels be managed from a single screen?+
Via a message management platform or multi-channel CRM structure:
- •WhatsApp Business API,
- •Instagram/Facebook API,
- •web chat integration,
- •OTA message integrations
Why are scripts and standardized responses important?+
- •increases the response speed of representatives,
- •ensures that the brand tone is consistent in every message,
- •reduces the risk of incorrect or missing information in frequently asked questions,
- •shortens the adaptation time of new personnel.
How to connect message management and reservation processes?+
- •reservation-related messages are marked with a category label,
- •directed to the PMS or reservation support team, or the same team opens a reservation via PMS,
- •message and reservation notes are matched; so that the reception can see the entire history at the time of check-in.
How to handle language and multilingual nature in message management?+
- •TR team for Turkish messages,
- •English/German/Russian etc. Multilingual team for,
- •automatic language detection (if the platform supports it) + manual control,
- •separate SLA and script sets for each language.
Performance & Reporting: Speed, Conversion, Satisfaction
What metrics measure message management performance?+
- •number of channel-based messages (WhatsApp, DM, OTA, web chat),
- •response rate,
- •first response time,
- •resolution time,
- •message → reservation conversion rate,
- •satisfaction and feedback scores.
How does responding quickly to messages affect bookings?+
When a guest who writes with the intention of making a reservation receives a quick response, especially at the undecided stage, the hotel will be seen as more reliable and the likelihood of making a reservation will increase. A slow response often creates a perception of apathy and disorganization.
What do I gain if OTA and social media messages are managed in a single panel?+
- •missed or forgotten messages decrease,
- •workload and performance are monitored from a single center,
- •it becomes clear how many reservations come from which channel,
- •team management and shift planning becomes easier.
How to improve complaints and comments with message management?+
- •complaint messages are handled quickly and professionally,
- •problems are resolved before they turn into an OTA or Google review,
- •the guest feels taken seriously.
How does message management affect guest satisfaction?+
- •quick response,
- •clear and accurate information,
- •consistent communication language,
- •early detection of problems
Missed Messages, Late Response, Disorganized Communication
What kind of losses do missed messages create?+
- •potential loss of reservation,
- •feeling like “I wrote but no one responded”,
- •passive appearance on social media,
- •low response rate in OTA message box → platform score may decrease.
How do late responses affect guest behavior?+
The guest sends a message with the expectation of "I will receive an answer immediately" rather than "I wrote to them now, they will return in a few hours". When the response is delayed,
- •he also writes to other hotels,
- •the first person to respond wins.
What does dispersed communication across different platforms lead to?+
- •guest asking the same question in more than one place,
- •confusion within the team as to "who answered what",
- •incomplete or contradictory information being given,
- •unfollowable processes.
What is the relationship between low satisfaction and message management?+
Unanswered/late answered messages, in the eyes of the guest;
- •indifference,
- •lack of organization,
- •“How well does he keep his promises when he makes them?” question
What results from incorrectly constructed message management?+
- •messages still depend on the individual,
- •unreported performance,
- •communication unconnected with PMS/reservation processes,
- •irregular responses far from the brand tone.
Productive Search & Industry-Focused Message Management
Why is message management critical for resort hotels in Turkey?+
- •guests ask many questions via WhatsApp and OTA messages before booking,
- •message boxes as well as phone lines become more busy during the season,
- •guests measure how "online and relevant" the hotel is from messages.
What does message management provide for City hotels?+
- •Quick response to business travel and short stay questions,
- •More professional communication in MICE and meeting requests,
- •Quick sharing of current room-price-availability information.
Why is OTA message management particularly important in tourism regions?+
The response speed and quality in the OTA message box can directly affect
- •the guest's decision to choose the hotel,
- •your in-OTA performance scores,
- •advantages of being listed on some platforms
How should message management be for hotels working in multilingual markets?+
- •Turkish + English at least,
- •German, Russian etc. depending on your target markets. A model that can respond in different languages and includes language-based response sets and scripts is best.
What scenarios should message management cover for Türkiye in general?+
- •room & price questions,
- •campaign and package information,
- •complaint and demand management,
- •transfer and extra service questions,
- •cancellation/change requests.
Mini Message Management FAQ
Do every hotel need message management?+
Yes for every hotel that receives a message; The scope and depth may vary depending on the scale of the hotel, but the situation of "no one follows the written messages" is unacceptable.
Can we just look at WhatsApp and ignore DM and OTA messages?+
Impossible; Guests use different channels, each channel is valuable and carries sales potential in itself.
Is it enough to respond to messages only during “business hours”?+
It varies depending on the target market and destination; However, there may be significant message traffic, especially in tourist areas, in the evening and on weekends.
Is it right to reply to entire messages with copy-paste canned responses?+
No; Canned answers are important for speed, but a personal touch and small adaptations specific to the question are essential.
Is it necessary to use a special platform for message management?+
It is not necessary, but as the message volume grows, using a consolidated panel instead of looking at individual platforms will be a great advantage.
Is it possible to carry out message management entirely with the in-house team?+
If volume and human resources are compatible, yes; However, in most hotels, outsourcing or a hybrid model is preferred because the team's main job is different.
Who should write the messages, marketing or the call center?+
The call center manages the operation; Marketing determines the tone of voice and the framework of critical content. Teams must work together.
How long should I keep messages?+
This should be determined according to KVKK and platform policies; At the very least, there should be a retention period plan for operational follow-up and complaint management.
Does using emojis in messages diminish the brand?+
Depending on your brand tone and target audience; Appropriate and appropriate emoji can make messages more friendly and readable.
Can I get the Message Management service only as audit + process design?+
Yes; You can analyze your current message processes, get a consultancy package including channel-SLA-script-tone of voice and platform recommendations and run the application with your own team.
Collaboration and Actionable Questions for Message Management
How can I get a quote for Message Management with DGTLFACE?+
- •which message channels you use (WhatsApp, DM, web chat, OTA message, etc.),
- •your daily/monthly message volume,
- •your target market and languages,
- •your current average response times,
- •the main problems you are experiencing (unanswered message, late response, disorganized process, low satisfaction, etc.)
What does the “consult an expert” call clarify on the message management side?+
In this meeting, we clarify together
- •which channels are really prioritized,
- •multilingual needs,
- •internal team-outsource-hybrid options,
- •integration points with PMS/booking processes,
- •your reporting and KPI model