Troubleshooting Letters
12 views 0 February 23, 2022 Updated on February 24, 2022 kiruba
Letter Editor is not working:
- Check the editor the property is using. If using the old editor, upgrade them from the Super Admin.
- If the issue is that the Letter Editor does not open, first make sure the client is clicking the Edit (pencil) icon under the Action column.
- Otherwise, clear cache + cookies and close all browser tabs + windows. If the issue persists, document the issue (type of browser used? if possible, do GoTo with the client to record the issue) before assigning a ticket to Lvl 2.
Unsure how to edit a Letter:
- Offer to do the changes for the client if they are short on time. If the client has time to do a GoTo, show them how to edit the letter (using a template, adding pictures, adding Labels, changing the format, etc.)
Mass Email:
- Did the emails send? If the Status column in the query setup turned green, then yes. The client can double-check by pulling up the Mass Email Reports in the CRM tab
- Clients are unsure how to set up the email query. The most common mistake is the type-in answer in the last field. Make sure this matches with how we have the data labeled. For example, “Status” “Is Equal to” “Checked in” will not pull any data because the correct label to use is “Check-in”.
Confirmation and Reservation Emails not sending:
- Check the Email Configuration settings. If Email Configuration has not been completed, then refer the client to the Email Configuration Help Docs as necessary.
- If a property is set with an “@gracesoft.com” account, create a ticket and assign to Level 2.
- If the property is set with a Gmail or Microsoft account, verify the App Password is current, and that Two-Factor Authentication is enabled. Google and Microsoft’s App Password CANNOT work without 2FA; this MUST be enabled.
- If the property has a custom domain email, they need to figure out who hosts their URL and advise the customer to search for that company’s/site’s SMTP settings. If they have a staff/company that manages their site or did their site setup, the staff/company will know where/how to find these.
- If their custom email is not compatible with Email Configuration, suggest setting up a Gmail or Microsoft account specifically for mailing reservation letters. Alternatively, if they don’t want an extra inbox/email account to check, offer setting up a no-cost GraceSoft forwarding email. If the client chooses this option, inform the client that the sender email address displayed will be the GS email. However, because the GS email is ONLY a forwarding address, this is NOT a new inbox; if a guest replies to the email, the property will not receive the guest’s reply. To avoid missed emails, we can add the following line to all Reservation Letters: “DO NOT REPLY TO THIS EMAIL. For any inquiries and/or requests, please email {property@email.com}.”
- If the Email Configuration settings are correct and the issue persists, create a test reservation and try to send the letter in question to your GS email. Create a ticket with troubleshooting notes and assign it to Level 2.