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Message Tokens

Use dynamic tokens to customize your messages, Mini Apps, and templates


What Are Message Tokens?

Message Tokens are special codes within a message that will be dynamically replaced with relevant information when the message is delivered to the end user.

 

Take the following example:

💬
Good {{meta.time_of_day}}, {{customer.honorific}}! We look forward to your arrival today at {{hotel.name}}. My name is Akia, and I will be happy to assist you with any questions or requests you may have during your stay. Please review and sign our registration card prior to your arrival: {{agreement.registration_card}}
 

Any text that is wrapped is double-curly-brackets (e.g., {{customer.honorific}}, {{hotel.name}}) will be replaced with the appropriate value. This is a great way to customize your messages and add relevant information automatically.

 
💬
Good morning, Mr. Samson! We look forward to your arrival today at The Peppercorn Hotel. My name is Akia, and I will be happy to assist you with any questions or requests you may have during your stay. Please review and sign our registration card prior to your arrival: https://akia.to/demo
 

It is important to note that a token has two components: the object and the attribute. For example, {{hotel.name}} — the hotel is the object, and the name is the object's attribute. With this particular example, the token would be replaced by your property name.

 

The following Message Tokens are available to use, and you can also create your own via Custom Attributes; however, depending on your PMS, some of these tokens may not work since Akia doesn’t receive the value from the PMS. Please reach out to us in the Support Chat or at help@akia.com if you see a specific token not resolving.

 

Available Message Tokens

Meta Tokens

Token
Description
Example
{{meta.akia_name}}
The name which the AI system refers to itself
Akia
{{meta.time_of_day}}
The current part of the day
Morning
{{meta.todays_date}}
The full date for today
Tuesday, December 8, 2020
{{user.name}}
The full name of the user who sent the message - if Akia sent the message, this would be blank
John Doe

Hotel Tokens

Token
Description
Example
{{office.name}}
The customer-facing name of the property
The Peppercorn Hotel

Customer/Reservation Tokens

Token
Description
Example
{{customer.first_name}}
First name of the guest
Cathy
{{customer.last_name}}
Last name of the guest
Samson
{{customer.full_name}}
Full name of the guest
Cathy Samson
{{customer.honorific}}
The honorific title of the guest if gender is available; otherwise, the guest is referred to by the party name
Ms. Samson or Samson Party
{{customer.phone_number}}
Phone number of the guest
+16505551234
{{customer.last4_phone}}
Last four digits of the guest’s phone number
1234
{{customer.email}}
Email of the guest
example@akia.com
{{customer.room_number}}
Room number of the guest
1001
{{customer.room_numbers}}
Room numbers of the guest if multiple
1001, 1002, 1003
{{customer.room_type}}
Room type of the guest
Double Queen Deluxe
{{customer.room_types}}
Room types of the guest if multiple
Double Queen Deluxe, King Suite, 2 Queen
{{customer.check_in_at}}
Full date for check-in
Tuesday, December 8, 2020
{{customer.checkout_at}}
Full date for checkout
Wednesday, December 9, 2020
{{customer.eta}}
Estimated time of arrival for the guest
3:45 PM
{{customer.reservation_id}}
Guest’s reservation number
473829476
{{customer.confirmation_number}}
Guest’s confirmation number
5799B
{{customer.notes}}
Notes on the reservation made within the Akia reservation widget
This guest called in and will be arriving around 7 pm today
{{customer.num_adults}}
Number of adults on the reservation
2
{{customer.num_children}}
Number of children on the reservation
1
{{customer.party_size}}
Total number of guests
5
{{customer.stay_duration}}
Length of stay
4
{{customer.max_occupancy}}
Unit maximum occupancy
12
{{customer.total_payment}}
Total charges without tax
450.00
{{customer.tax}}
Taxes
17.89
{{customer.total_payment_plus_tax}}
Total charges with tax
500.00
{{customer.balance_due}}
Balance due
250.00
{{customer.deposit_paid}}
Deposit
2000
{{customer.room_rate}}
Nightly/average room rate
367.89
{{customer.address}}
Property Address
123 Main Street, SF, CA
{{customer.address_line1}}
Guest’s street address
2 Embarcadero Center
{{customer.address_line2}}
Guest’s Apt/Unit
Floor 8
{{customer.city}}
Guest’s city
San Francisco
{{customer.state}}
Guest’s state
CA
{{customer.postal_code}}
Guest’s postal code
94111
{{customer.nationality}}
Guest’s nationality
USA
{{customer.birthday}}
Guest’s birthday
01/01/1981
{{customer.document_type}}
Document type for the guest (either driver’s license or passport)
Passport
{{customer.document_number}}
Passport number for the guest
123456789
{{customer.document_issue_date}}
Passport issued date
01/02/2019
{{customer.document_expiration_date}}
Passport expiration date
01/01/2025
{{customer.document_issuing_country}}
Passport issuing country
USA
{{customer.key_code__c_remotelock}}
RemoteLock key code
1234
{{customer.key_code__c_flexipass}}
Flexipass key code
12345
{{customer.webrezpro_key_code__c}}
WebRezPro key code
12345
{{customer.check_in_code}}
Operto key code (Cloudbeds)
12345

Rich Attachment (Mini-App) Tokens

Rich attachments can be sent to guests via Message Tokens. Each rich attachment has its own object, and the attribute is based on the key defined when creating the rich attachment. The value of the Rich Attachment Message Token will be a generated link that is unique to each attachment and each guest.

 

For example, if we created an agreement with the key "registration_card,” the Message Token for the agreement would be {{agreement.registration_card}}

 
Token
Description
Example
{{agreement.xyz}}
Agreement
An agreement form that guests can digitally sign
{{menu.xyz}}
Menu
A menu where guests can order food
{{survey.xyz}}
Survey
An in-stay survey for guests to rate their stays
{{booklet.xyz}}
Booklet
A digital booklet to share information with guests
{{signed_agreement.url}}
Link to the signed agreement (for event trigger)
https://sys.akia.ai/agreements/12345
{{signed_agreement.agreement_name}}
Name of signed agreement (for event trigger)
Rental Agreement
{{signed_agreement.customer_name}}
Name of guest who signed agreement (for event trigger)
Joe Smith
{{submitted_mini_app.session_number}}
Generates a unique Mini App (folio) ID that can be used for internal reference
B12345
{{submitted_mini_app.url}}
Link to the submitted mini app (for event trigger)
https://sys.akia.ai/mapp/12345
{{submitted_mini_app.name}}
Name of the submitted mini app (for event trigger)
Check-In Form
{{submitted_mini_app.customer_name}}
Name of guest who signed mini app (for event trigger)
John Doe

Order and Task Tokens (Only Available for Event Triggers)

Token
Description
Example
{{order.receipt}}
Order receipt
Order Submitted (123ABC) | Breakfast Menu | Eggs, Milk, Bread, Salmon | Subtotal: $20.00 Tax: $1.00 Tip: $1.00 Total: $22.00
{{order.receipt_items}}
Receipt items
Eggs, Milk, Bread, Salmon
{{order.receipt_items_with_description}}
Receipt items’ descriptions
Dozen eggs, half gallon of milk, whole wheat bread, Alaskan salmon
{{order.delivery_option}}
Delivery option
Deliver Immediately
{{order.menu}}
What menu the order is from
Grocery Menu
{{order.order_total}}
The total cost of the order, including tax, tip, and delivery fees
$123.45
{{order.delivery_fee}}
The delivery fee for the order
$5.00
{{order.tax_amount}}
The tax amount for the order
$8.25
{{order.value}}
The raw value of the order, without tax, tip, or delivery fee
$91.22
{{order.tip_value}}
The amount the customer tipped for the order
$3.00
{{order.extern_id}}
The external confirmation number for the order
a34ecg
{{task.title}}
The task title
Turn over the guest room
{{task.description}}
The task description
Change sheets, clean bathroom, wipe surfaces
{{task.room}}
The room specified in the task
Room 12
{{task.completed_by}}
The user who completed the task
Housekeeper Angela
{{task.due_date}}
The task due date, when it must be completed by
7/15/22
{{task.due_time}}
The task due date and time, when it must be completed by
July 15, 1:15 PM
{{task.customer_name}}
The name of the customer (guest) associated with the task
Jane Doe
{{task.department}}
The department to which the task has been assigned
Housekeeping

How Do I Add Message Tokens to a Message?

Like in the original example, copy/pasting any of the above tokens will cause it to be dynamically replaced with the appropriate information after the message is sent to the guest. An alternative to copy/pasting from the above tables is to use the magic wand icon found in your message editor and select which token you want to use in your message. After using the wand icon, the token will be highlighted in yellow to indicate it will automatically be replaced upon sending.

 
The wand icon can be found to the right of any message bubble and any Message Tokens will automatically be highlighted in yellow.
The wand icon can be found to the right of any message bubble and any Message Tokens will automatically be highlighted in yellow.
 

How Do I Create New Message Tokens?

See our Custom Attributes article for more information on how to create new Message Tokens.

 

Use Cases

  1. 📲 Not Spam: Customizing your message will encourage your guests to view your message and engage with your property during their stay.
      • From: “Hello {{guest.honorific}}, we are very excited for your arrival at {{office.name}} on {{arrival.date}}! If you have any questions before your stay please reply to this message so we can assist.”
      • To: “Hello Akia party, we are very excited for your arrival at Hotel Butter on Monday, August 8, 2022! If you have any questions before your stay please reply to this message so we can assist.”
  1. 🤳 Send Task Details to Housekeepers: If a task comes in for the housekeeping department, use Message Tokens to quickly pass the information to them via SMS if they’re away from the computer.
      • Add the housekeeper as a guest and send a message to their phone with the {{task.title}}, {{task.description}}, {{task.room}}, and {{task.due_date}} to ensure they get the necessary information for them to complete the task.
 

See Related

 
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