General Questions

Who should use Enso Connect? 

Designed for short term rentals and independent boutique hotels who want to grow their business, Enso Connect helps professional property managers to know their guests and create personalized guest experience on all stages of the customer journey. Through AI powered communications, smart guest relationships management and guest experiences marketplace, our platform empowers short stay businesses to create long lasting relationships with guests, get more 5-star reviews, and fill vacancies with return bookings. Enso helps growth-minded short stay operators scale up quickly without growing their headcount.    

  

Do I need specific software or apps to get started? 

No, Enso Connect is a web app that doesn’t require you to download or install anything on your computer. All you need is to create an account (2 minutes). The login process through the BookingSync account is quick and seamless.     

 

How long does it take to get started?

After a 30-minutes consultation with our Guest Experience Architect you will be all set up and ready to use Enso Connect to delight your guests.  

 

How can I get a demo? 

We are happy to demonstrate our platform in action. Reach out to our team at contact@ensoconnect.com or choose a time that works best for you here.

 

How much will it cost me to use Enso Connect? 

We have a variety of packages for operators with different needs. 

Let’s talk and define what your needs are. Reach out for a consultation here. 

 

What countries do Enso Connect serve? 

We work globally and provide support in English and French languages. We accept guest payments from anywhere in the world.  

 

Communication

Can I text my guests? How do I send a text message to my guests? What phone number will the message be sent from?

Yes, you can send text messages to your guests. The phone number associated when you create an Enso Connect account will automatically be a Canadian number; if you would like a different number (a +33 for France, or any other country) please let us know and we can create a dedicated number for your business.

 

How It Works

Select the text message box to send a text message to your guest if a number already exists in the system. 

If you do not see the option this is because there is no phone associated with that guest. You can manually add a phone number if you would like to. 

Pro-Tip: Ask us about our latest Web Application launch allowing you to always collect phone numbers even if Airbnb or other OTAs do not send it!

 

What happens if someone calls the phone number associated with text messages?

If a guest calls the number associated with your Enso Connect account, we can redirect this to the numbers of your choice or go straight to voicemail.

The conversations will automatically be transcribed from Speech to Text, so that you can see the phone conversation in your unified inbox.

 

Can I whatsapp my guests? How do I send a whatsapp to my guests? What Whatsapp Account will it be sent from?

The default account will be our Enso Connect business account; this means it will say “from Enso Connect”, not your business name. If you would like to create your own dedicated business account, please contact Enso at contact@ensoconnect.com or schedule a consultation call here. 

 

How it works

Select the whatsapp icon for you to start messaging with your guests in the unified inbox using whatsapp.

In order to avoid spam, Whatsapp has a rule. You must first send one of 4 pre-selected messages before you can have a conversation with the guest. Once the guest responds to your whatsapp message you will be able to continue the conversation as per the example with text, or Airbnb messages.

Can I email my guests? How do I email my guests?

If you would like to use our default email address: mail.ensoconnect@ensoconnect.com you can simply get started and email your clients. 

 

If you would like to use your existing email, go to Settings > Custom Email Domain

 

Add the email address you would like to send emails from here. You will receive an email with instructions to connect your email server to Enso Connect.

Now you are ready to email your clients. Select the email button to start writing an email directly from the unified inbox.

You can now email clients that have an email address. If the client does not have an email address, just like the instructions for Text Messaging, you can edit this field and include an email address.

Pro-Tip: Ask us about our latest Web Application launch allowing you to always collect emails even if Airbnb or other OTAs do not send them!

How does the chatbot work?

Go to your Enso Connect Experience marketplace and select Chatbot.

Click on Chatbot, and select Enable

If you want all of your listings to have the chatbot connect, select Root Account. If not, select Listings and pick a specific set of tagged listings, or a custom list.

 

Hit SAVE if you want the chatbot to answer all question types. 

 

If you want the chatbot to answer only specific questions, go to action, and select Edit in Action:

Select which questions to answer from the boxes. See a category we are missing? Let us know!

I always get the same message, and I’m tired of copy-pasting the answer. Can your chatbot just do it for me?

In your unified Inbox, click the message you keep seeing and then hit Save Response. Next time this question is asked, our chatbot will take care of this for you.

Is it real AI? Where does it get the information from?

Yes, this is the latest AI technology you can get. In fact, the research paper was launched just 2 years ago. We are one of the first companies to commercialize this AI in the hospitality industry.

 

To learn more about how we collect data and help automate up to 80% of guest communication, feel free to contact us!

 

How can I organize my inbox to prioritize important conversations and work more efficiently?

You can categorize all messages in the unified inbox into: Unread, Read, Archived

Blue Circle: Unread Message

Gray Circle: Conversation ongoing

No Circle: Archived and finished

 

Filter by Priority or other parameters - select the filter button and pick your filters. Create priorities if needed.

 

Experiences

What are Experiences in Enso Connect?

Experiences in the Enso Connect platform are steps or processes that make lifes of property operators, just like you, easier. For example, automatically unlocking a door lock for your guests, answering messages on your behalf or performing actions triggered by conditions such as “if the guest is happy, remind him to leave a review”, “if the guest signed an agreement, send him the smart lock codes”. You can create hundreds of Experiences customized for your needs and your guest journey. 

 

Our Experience system is the first of its kind. Think of it as IFTTT but for your hospitality business. If X then Y.

 

How do I create an Experience?

Designing experiences for your specific needs is simple once you are all set in the system. We want to equip you with the knowledge and best practices for you to get the best results using our technology. 

Let our Experience Architect guide you through the process and build exactly what you need for your business. Request a consultation now.

 

How do Experiences work?

Go to the Experience Marketplace, and select an experience that works for your business (or contact us so we can build it for you in less than 24 hours).

Example: If there is too much noise in the unit, you might want to send a message to the guests or even call them and automatically leave a voice message asking to turn the music off. 

 

To do that, select the “Party Proof Property” experience from the Experience Marketplace, and enable it. It’s that simple!

 

I don’t see the experience I need. Can I create one customized for my needs?

You sure can, let us know what you have in mind! Get in touch with one of the dedicated Experience Architects, and we will build it for you.

 

What devices do you support?

Smart locks, noise sensors, pool heating systems, or electric scooters - you name it, we integrate it.

 

Schlage, Yale, August, Nuki, Minut, Noiseaware, Samsung SmartThings, Nest… If we don’t have it in our marketplace yet, let us know so we can add it!

 

Remarketing

I use Hubspot and/or Mailchimp for remarketing to guests. Will I still need these after getting on Enso Connect?

No, you won’t need these subscriptions for guest remarketing anymore. However, it is important to note that Enso Connect only works for guests; we are a guest experience operating system. If you are using Hubspot for owner management, we recommend you keep it for now. 

 

Can I create email templates like Mailchimp does?

At this stage we don’t support email templates. However, you might want to follow the latest trend of hyper-personalization in email marketing. None of your guests are the same - make it known that you are writing messages for them rather than your entire email list. Deliverability experts recommend not using HTML templates to make sure the email doesn’t end up in Spam and to increase open rates. We also recommend looking into sending short and sweet text messages. Did you know that the average email open rate in the hospitality industry is 17% vs 86% open rate of text messages? 

 

With Enso Connect’s remarketing system you can simply send your guests highly personalized text messages, emails, whatsapps, or Airbnb messages anytime. 

 

Can you just do the remarketing for me?

Yes, we have in-house guest remarketing experts, who can take over the process and do this for you. Contact us for more info. 

 

How do I remarket? Do you have pre-baked strategies?

We have created a collection of recommended Experiences based on the best practices and popular demand. Click on the “Instant Experiences” to create a remarketing strategy based on our recommendations.

 

Once you’ve selected your strategy, change the format of the message by clicking on the Edit button. Choose what you want to send: an email, a text, or a whatsapp. Click Save and the message will be sent. Add a condition if you’d like to send the message at a specific time or date.

 

I have an existing remarketing strategy in place, can I select the guests I want to target?

Yes, select the guests you would like to remarket to, by either filtering your guest list, or searching for specific criteria.

 

Once you’ve selected the guests you want to target, click Action, Send Instant Experience.

 

And send them a message!