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How to: Manage Guest Service Request Automations

Ken
  • Updated

How to:  Manage Guest Service Request Automations

Lynx has introduced 5 new real-time automation triggers for Guest Service Requests. These triggers improve transparency and operational efficiency by automatically notifying guests at key stages of their request and helping hosts manage requests effectively within the Host Portal.

  1. When to use this Guide
  2. Benefits of using this Guide
  3. Automation Triggers Overview
  4. Key Features
  5. Related Articles

 

Note: Automation behavior differs between "Auto-Approval" and "Manual Approval" services. Ensure your services are configured correctly in the Lynx Portal to trigger the desired guest notifications.

 

When to use this guide

  • When you want to understand how and when guests receive automated notifications regarding their service requests.
  • When configuring new Guest Services and deciding between Manual or Auto-Approval settings.
  • When troubleshooting why a guest did or did not receive an email for a specific request status.

 

Benefits of using this guide

  • Improved Transparency: Guests are kept informed instantly at every stage, from submission to final approval or denial.
  • Operational Efficiency: Reduces the need for manual follow-up emails, as the system handles standard status updates automatically.
  • Faster Payment Resolution: Instant triggers for failed payments allow guests to take action immediately, ensuring services are confirmed on time.

 

Automation Triggers Overview

Trigger Name Description & Actions Who Receives Notification
1. Request Received Acknowledges that a service request requiring manual review has been successfully submitted via the Guest Portal. Guest (Manual Approval only)
2. Approved & Payment Successful Confirms that the service request has been approved (automatically by the system or manually by the host) and payment has been completed successfully. Guest
3. Approved but Payment Failed Indicates that the request was approved, but the payment could not be completed. Guest
4. Denied Informs that the service request cannot be fulfilled. This happens if a host manually declines it or if the system automatically rejects it based on business rules. Guest
5. Canceled Confirms that the request has been canceled by the guest from their Guest Portal. Guest

 

Key Features

  • Real-Time Triggers: All 5 triggers fire instantly, ensuring guests never have to wait for confirmation.
  • Smart Workflow Logic: For Auto-Approval services, the "Received" email is skipped to prevent notification fatigue, moving straight to the "Approved & Successful" notification.
  • Automated Business Rule Rejections: The system can automatically deny requests based on business rules (e.g., overlapping check-out and check-in times) and notify the guest immediately.

 

  • Configuring Auto-Approval vs Manual Services
  • Customizing Guest Portal Service Notifications

 

Lynx_Logo.png Learn more about Guest Portal Management and Service Setup here.

 

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