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:
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.
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 |
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 | |
{{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 | July 15, 2022 |
{{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.
How Do I Create New Message Tokens?
See our Custom Attributes article for more information on how to create new Message Tokens.
Use Cases
- 📲 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.”
- 🤳 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.