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Loop provides full customizability of all outbound communications, to both guests and staff. The specific events that trigger communications are listed below:

Activity Name:	Triggering Event:
Activity: Create	A conversation is newly created by an inbound guest message.
Activity: Staff Create	A conversation is newly created from the Staff Loop Create page.
Activity: Comment	Any participant (publicly) comments in the conversation (“Reply All” for staff, or any reply for a guest).
Activity: Internal Note	A user privately comments in the conversation (“Reply Staff”).
Activity: Close	A conversation is moved to archive.
Activity: Assigned	A conversation is newly assigned to a User.
Activity: Tagged	A new tag has been assigned to the conversation.
Activity: Escalated	An escalation trigger has fired on this conversation.
OnDemand: New Request	A new OnDemand request has arrived.
OnDemand: Status Updated	The status of an existing OnDemand request has been updated.
TripAdvisor Invite	Invite sent to guests prompting a TripAdvisor review.
Invitation (many)	An invitation workflow has been completed to a list of one or more guests.
User: New Account	Email to a user upon creation of their account.
User: Return to Office	Email to a user upon their automatic (time-based) return to office.

Based on each event, communication templates are available for both Email and SMS media, and for both the Guest-side and Staff-side of the communications. Meaning, a unique message can be delivered based on who is receiving the message (staff or guest) and how the message is being delivered (email or SMS):

	Email	SMS Text
Guest	1) Guest-Email Template	2) Guest-Text Template
Staff	3) Staff-Email Template	4) Staff-Text Template

An example of each is shown below:

Configuration for each is via the Loop admin pages:

See Smart Fields for information on {{ }} substitutions in templates and elsewhere.

Articles in this section

Admin 1.0: Communication Templates

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