Skip to main content
Sign in

How To: Configure Smart Workflows for Guest Service Notifications (Draft of updates)

Dhruv bakshi
  • Updated

How To: Configure Smart Workflows for Guest Service Notifications (Draft of updates)

Introduction

Lynx allows you to automate Notifications triggered by many different events, and you can customize many of these alerts by setting up Smart Workflows. This article describes how to configure a Smart Workflow to notify your users when Early Check-In, Late Check-Out, and Custom Guest Services requests are received, approved, or denied.

The article is categorized into the following sections:

  1. When to use this Guide
  2. Benefits of using this Guide
  3. Step-by-Step Resolution
  4. Key Features
  5. Related Articles

Smart Workflows can only be created under Groups, not for individual properties. You can create Groups for almost any purpose you can imagine, including properties which have specific devices installed, those in a geographic region, or even for properties which need a specific set of Smart Workflows. See this page for details on how to manage Groups.

When to use this Guide

  • Use this guide when you want front-desk, driver, spa, or prep staff notified automatically the moment a guest requests, is approved for, or is denied a service - such as Early Check-In, Late Check-Out, or a Custom Guest Service (like a spa appointment, shuttle service, or airport pickup).
  • Transportation Coordination: Automatically emailing the driver or concierge the moment a guest books an airport pickup or shuttle service.
  • Spa and Activity Bookings: Alerting the spa or activities staff instantly when a guest requests an appointment, ensuring fast scheduling.
  • Special Deliveries: Notifying the on-site preparation team when a guest purchases a welcome package (like champagne or groceries) so they can prep the room before the guest arrives.
  • Status Updates: Informing the relevant team members immediately if a request is denied or approved, allowing them to adjust their daily tasks accordingly.

Benefits of using this Guide

  • Faster Response Times: Guests get their services fulfilled and confirmed faster because the right staff members are alerted immediately.
  • Seamless Service Delivery: Eliminates the chance of a guest's request getting lost in the shuffle, ensuring a smooth, reliable, and professional stay.
  • No More Manual Checking: Staff no longer need to constantly log in and refresh the system to see if a new request was made.
  • Targeted Communication: Alerts go exactly to the staff member responsible for the service (e.g., sending shuttle requests directly to the driver's email).
  • Future-Proofing Automation: By selecting the "All Services" option during setup, the Workflow will automatically apply to any new custom services the team creates in the future, saving admin time.

Step-by-Step Resolution

Step Actions
Step 1 Visit the "Groups" tab on the Left side menu in the Lynx portal
12w22w2w2w.JPG
Step 2 Click the gear (settings) icon for the group you want to create or edit Workflows for - this will open the Smart Workflows/Smart Rules configuration page.
Step 3 Click "Smart Workflow" on the left side of the page, if this option is not already selected by default. 

• Then click the "+" button to open the "Add a Workflow" window.
Step 4 Create a name for the new Smart Workflow.
Step 5

Select the desired "Guest Service Request..." option from the "When" drop-down menu. This will update the UI depending on which option is chosen.



 

Terminology: Always use the exact system triggers - "Guest Service Request Received," "Guest Service Request Denied," and "Guest Service Request Approved" - so you know exactly what to look for in the drop-down menus.
Step 6

Select the desired Guest Service option from the "For" drop-down menu.

 

Crucial Setup Detail - Individual Services vs. "All Services": When choosing which Guest Services trigger a Workflow in Step 7 below, pay close attention to whether you select individual services or the "All Services" option. If you select "All Services," any new custom service your team creates in the future will automatically be added to this Workflow - no further setup needed. If you select individual services (for example, checking only "Shuttle Service"), you will need to manually update the Workflow later any time you add a new custom service.
Step 7

Configure options to notify a Lynx user (note that the user must be added to the Group). You can select the following options:

  • Notify via Email, SMS, or both
  • Click "Add Another Recipient" to notify multiple users with the same Workflow
  • Message Subject/Body: You can customize the outgoing message using your own text, and use Messaging Tags to dynamically insert data about the guest, property, and/or stay
Step 8 When you are finished configuring the Smart Rule, click the "Add" button.

Key Features

  • Three configurable triggers: "Guest Service Request Received," "Guest Service Request Approved," and "Guest Service Request Denied" - plus Early Check-In and Late Check-Out events.
  • Notify via Email, SMS, or both, with the option to add multiple recipients to a single Workflow.
  • Fully customizable Message Subject/Body using Messaging Tags to dynamically insert guest, property, and stay details.
  • Group-based configuration, letting you scope Workflows to specific property Groups.
  • Choose to trigger a Workflow for an individual Guest Service or apply it automatically to "All Services," including any custom services created in the future. 
Lynx_Logo.png Learn more: FAQ: Guest Services

Comments

0 comments

Please sign in to leave a comment.