Configure traveler messaging

Modified on Mon, 21 Apr at 11:48 AM

Configure traveler messaging

Company administrators can create and configure messages to be displayed to travelers. You are able to define the content of the message, as well as how and when it is delivered and the traveler audience to whom it is delivered.

TABLE OF CONTENTS

Configure traveler messaging
- Where are they displayed
- When are they displayed
To create a message
To view all traveler messages - Dashboard
To enable or disable a traveler message
To edit a traveler message
To delete a traveler message
Where will the messages appear
- Message on the Search results page
- Message within the Trip itinerary emailMessage within a custom email

Where are they displayed

These messages can be set to be displayed with the Spotnana platform or sent as emails.

For messages shown within the Spotnana platform, they can be set to display within the desktop or mobile app.
For messages sent via email, they can be set to arrive as standalone emails or be attached to itinerary emails.

When are they displayed

Messages displayed within the Spotnana platform can appear prior to or after booking depending on the pages you set them to appear on.
Messages displayed within email will appear after booking.

To create a message

Select Company from the Program menu.
Select Traveler messaging from the Configuration menu on the left. The Traveler messaging page will be displayed.
Click Create new.
Enter a name for the message. This should be something that lets you and other company administrators know what this message is designed to communicate.
Set the Mode of delivery to In-app or Email.

If you set Mode of delivery to In-app, you must also:
- set the Platform field. Options are Web app or Mobile app. You can select both.
- set the Page / Location field. This will determine where your message will be displayed to travelers. Options are Search page, Search results page, Checkout page, Trip list page, Support page. You can only select one.
If you set Mode of delivery to Email, you must also set the Platform field. Options are Custom email or Trip itinerary email. You can only select one.
If you set Mode of delivery to Email and set the Platform field to Custom email, you must also enter text in the Subject field in the Your message section below. This will provide your custom email with a subject line.

Use the date and time fields to set the period of time for which this message will be displayed. The message will only be displayed after the start date. The message will no longer be displayed after the end date.
Use the fields in the Your message section to create the message you want travelers to see. You can edit your message using common text formatting options (bold, italic, text color) and add links. For messages for which the Mode of Delivery field has been set to Email, the message you create here will also have a PDF of the itinerary attached to the email.
Use the fields in the Audience section to define the criteria that will determine which travelers see your message. You can add conditions by clicking Add condition. All conditions within an audience will be ANDed together (i.e., all conditions must be met for the message to be displayed or sent). You can define additional audiences by clicking Add new audience. Each audience is evaluated separately (i.e., the message will be displayed or sent if the traveler meets all the criteria for any of the audiences). Options and settings are (not all options are relevant for each message configuration):

Trip duration (set the number of days) - This will be the number of days between the start date of the earliest booking and the end date of the last booking in the trip. Not available for In-app configurations that use Search page, Search results page, Checkout page, and Support page.
Booking type (Air, Hotel, Car, Rail) - Not available for In-app configurations that use Search page, Search results page, Checkout page, and Support page.
Booking duration (see the number of days) - This will be the number of days between the start date and end date of any booking in the trip. However, the message will only be displayed / sent for the first booking in the trip which satisfies the criteria. Not available for In-app configurations that use Search page, Search results page, Checkout page, and Support page.
Search city (enter the name of the city) - Only available for In-app configurations that use Search page or Search results page.
Search country/region (select the country) - Only available for In-app configurations that use the Search page or Search results page.
Origin country/region (select the country) - The country in which the trip begins (i.e., start date of first booking in trip).
Destination city (enter the name of the city)
Destination country/region (select the country)
Leg origin airport - (enter name and select an airport) - The airport associated with the departure for a specific leg of the air journey. Only available for Custom email and Trip itinerary email.
Leg destination airport - (enter name and select an airport) - The airport associated with the arrival for a specific leg of the air journey. Only available for Custom email and Trip itinerary email.
Legal entity (select one or more legal entities)
Employee office (select one or more offices)
Employee country/region (select the country)
Traveler tier (Standard or VIP)
Worker type (Contingent, Employee, Intern, Seasonal)
Airline (select one or more airlines)
Flight type (Domestic, International)
Hotel (select one or more hotels)
Hotel brand (select one or more brands)
Car vendor (select one or more rental car suppliers)
Rail operator (select one or more rail operators)
Legal entity country - (select one or more countries) - This is the country where the legal entity is registered.
Loyalty number - (Present or Not present) - Whether a loyalty number is/is not present for a booking in a trip. If you only want this setting to be relevant to a particular booking type or supplier, you will need to set additional options (e.g., Airline, Hotel, etc.) - Only available for In-app configurations that use the Trip list page or for Custom email and Trip itinerary email.
Payment method - (select a valid payment type) - The payment method used to make the booking. Only available for Custom email and Trip itinerary email. Options include:
- Credit/debit card
- Virtual card
- Delayed invoicing
- Vendor program - includes Direct billing and airline programs (like UATP)
- Flight credits
- Cash
Custom fields - (select a custom field) - Select the custom field you wish to present to the traveler and enter the response that will cause the message to be displayed/sent. Only available for Custom email and Trip itinerary email.

If you set the Mode of delivery field to Email and:

set the Platform field to Custom email, use the fields in the Email delivery timings section to designate when your custom email should be sent. You can set your custom email to be sent a specific number of hours, days, or weeks (not to exceed 1 year) before or after specific events. Event options are Flight departure date, Hotel check-in date, Car pick-up date, Rail departure date.
set the Platform field to Trip itinerary email, the Email delivery timings section will inform you that your message will be added to the traveler’s booking confirmation email. Confirmation emails are only sent after bookings are confirmed.

When done, click Save and publish. The traveler message you have defined will be used to display messages or send emails on the start date you have configured. If you are not ready to start using this message, you can click Save as draft to continue editing it at a later time.

To view all traveler messages - Dashboard

To view your existing message definitions, select Company from the Program menu.
Select Traveler messaging from the Configuration menu on the left. The Traveler messaging page will be displayed.
The Traveler messaging page has 3 tabs: Current, Upcoming, Past.
- To view traveler messages that have both their start and end dates in the past, select the Past tab.
- To view traveler messages that have start and end dates in the future, select the Upcoming tab.
- To view traveler messages with start dates that have already been reached, select the Current tab. Note that this does not mean the message is enabled.
Each traveler message will display its name, start date, end date, mode of delivery (in-app, email), location (where it will be displayed) and status. The Status field indicates whether the traveler message is currently active or not.
To view the details of any message, select Edit from the menu at the right hand side of its row.

To enable or disable a traveler message

Select Company from the Program menu.
Select Traveler messaging from the Configuration menu on the left. The Traveler messaging page will be displayed.
Select the Current tab.
Locate the message definition you wish to enable or disable and set the Status toggle in its row as desired.

To edit a traveler message

Select Company from the Program menu.
Select Traveler messaging from the Configuration menu on the left. The Traveler messaging page will be displayed.
Select the Current tab (you can also edit messages on the Upcoming and Past tabs).
Locate the message definition you wish to edit and select Edit from the menu at the right hand side of its row. For instructions on which fields you can edit, see To create a message.

Changes made to the message configuration will only affect messages displayed/sent in the future. Past versions of the message already displayed or sent will not be affected.

To delete a traveler message

Select Company from the Program menu.
Select Traveler messaging from the Configuration menu on the left. The Traveler messaging page will be displayed.
Select the relevant tab (e.g., Current, Upcoming, Past).
Locate the message definition you wish to delete and select Delete from the menu at the right hand side of its row.
You will be prompted to confirm this action. Click Confirm to proceed.