Sending Text (SMS) Messaging for Reservations

SMS Messaging is a feature that allows you to communicate with Guests via texting their mobile or tablet device. CellarPass offers many different means to use text over email and there's pros and cons for using this method.

Updated September 1, 2023
NOTE: In order to enable this service, please understand that current AL2P regulations now require all of our clients be approved by the mobile carriers in order to send SMS messages. This process takes about 3-4 weeks based on how quickly you read and complete the steps in this article.

Reservation SMS Messaging Overview
SMS Messaging is a feature that allows you to communicate with Guests via texting their mobile or tablet device. CellarPass offers many different means to use text over email and there's pros and cons for using this method. There are two major categories for customized SMS messages managed in the CellarPass admin panel; Wait List and Reservations.

SMS Messaging is available to CellarPass Professional (2020) subscribers or higher. If you are currently on a different plan and would like to upgrade to take advantage of all the tools and features the Professional Plan or Table Pro has to offer, please contact your CellarPass Account Manager. By default, this feature is not enabled as there are additional charges related to its use.

When to Send Emails & When to Use SMS
We found that it's always best to contact a Guest via email when it's more than 3-5 days prior to their arrival at your property. That way if they are traveling during that period, they are most likely to read your emails than through text messages. Therefore, we do not recommend that you use SMS features a) when you feel you absolutely need to b) as close to the guest's arrival to your property as possible.

Also note that CellarPass keeps track of how many SMS messages you send. This is in order to track for billing purposes and to track if there are any complaints from guests receiving the SMS message. If we receive a number of complaints from Guests that you are "over-texting" we will contact you to share the complaints. If you do not change your patterns, we may opt to disable the feature.

CellarPass Table Management iOS App
One of the most active uses of the SMS feature is using the CellarPass Table Management app for iOS iPad as it offers a variety of ways to community guests who have been confirmed for a Reservation or who have been added to a Waitlist. We provide you two separate groups (Wait List and Reservation) templates based on how the guest's visit was entered.

Wait List & Reservation SMS Templates
If the guest was added to a Wait List or Walk-In, the Wait List SMS messages will be available to you send to validated mobile numbers. If the phone number fails validation, the SMS button will appear disabled in Table Pro.

If the guest was booked as a reservation, the Reservation SMS messages will be available to you send to validated mobile numbers. If the phone number fails validation, the SMS button will appear disabled in Table Pro.

SMS Message Content Overview
There are 12 total SMS Messages that are available for you to use, 6 of which can be customized for reservations and 6 for Walk-in messaging. Please note that we add a "Reply STOP to end msgs" to allow guests to optout of receiving text messages.

1. Welcome Message is owned by CellarPass and cannot be edited. This is our boilerplate "hello" message that is sent when a Guest is first added to a Waitlist.

2. Wait List Messages (First Tab) 1 - 6 can be customized with a 137-character limit. These are limited due to character limits enforced by international phone carriers. We will always append "Reply STOP to end msgs" to your message. This is to ensure that Guests have a way to opt out of your messages and is treated on a per MemberID basis. Meaning if your Guest has communicated "Stop", this will not effect another CellarPass subscriber.

4. Reservation Messages (First Tab) 1 - 6 can be customized with a 137-character limit. These are limited due to character limits enforced by international phone carriers. We will always append "Reply STOP to end msgs" to your message. This is to ensure that Guests have a way to opt out of your messages and is treated on a per MemberID basis. Meaning if your Guest has communicated "Stop", this will not effect another CellarPass subscriber.

Once you have been approved to send messages by the carriers, and a SMS phone number has been assigned to your CellarPass account, you will be able to complete the next steps.

Managing SMS Messages
1. Log into the CellarPass backoffice by going to http://www.cellarpass.com/manage
2. Click Marketing
3. Select SMS Messaging from the submenu.
4. You will see all the available SMS Message templates. Note that the "SMS Add to Waitlist Message" is read-only as CellarPass does not offer the ability to customize this message. This is displayed so that you can see the message that is sent. You can enable this to be sent automatically when a guest with a validated mobile number is added to a wait list. This is configured in the Table Pro app settings.
5. Edit each of the SMS Message Alerts 1 - 5, making sure that you do not exceed the 136 character limit. 
6. Once done, click the Save button to retain your changes.

There is no simple "preview" means of sending test messages. Therefore if you want to test, you will need to create a test Waitlist entry and trigger the other messages. Please note that messages are tracked and billed accordingly.