During the verification process, guests are usually required to input their first and last names in the Boarding Pass.
Enso Connect then uses this name to change the booking's name. This is done so that, depending on what the guest has entered, the automessages using the field will use the right name.
There is a caveat to this flexibility - it makes it difficult to locate the guest thread sometimes. Learn how to prevent guest's from updating their name here.
Here are some pointers on how to locate the appropriate guest thread.
1. Use the filters
Using a combination of filters for the listing, check-in date and/or check-out date booked.
2. Check all tabs in your search results!
By default, newly synced bookings are placed in the 'Resolved' tab to help with organizational purposes. This categorization remains until an action, such as a guest message or an automated response, moves them to the 'To-Do' or another tab. Also, any conversations that have been inactive for 5 days will be found in the Archived tab.
Even though bookings might automatically move to different tabs, they remain accessible through the Enso Connect search tool. Users can find any thread by using filters or keywords and navigating through the different tabs within the search results.
3. Do a manual sync
Go into your Business Settings > Connected Accounts > select your PMS > 'Manually sync bookings.'
Allow about 20 minutes for the sync to complete and search by name or by following step 1.Go into your Business Settings > Connected Accounts > select your PMS > 'Manually sync bookings.'
Allow about 20 minutes for the sync to complete and search by name or by following step 1.
There is currently a known frontend bug causing the 'Sync in progress' to not complete; however, as long as the sync is started, it normally completes within about 20 minutes, but it may take longer depending on the size of your account.