Snippets & Templates

Snippets are reusable message templates in HelloShift that allow you to save frequently-used messages and personalize them with variables. Use snippets to ensure consistent messaging, speed up response times, and automate guest communications.

Overview

Accessing Snippets

1. Go to Guest > Snippets

2. View all snippets organized by type

3. Click New Snippet to create a new template

Snippet Types

HelloShift supports five types of snippets:

Text Snippets (SMS)

• Plain text format

• 160 character limit per SMS segment

• HelloShift replaces variables before sending

• Best for short, actionable messages

Email Snippets

• Rich HTML formatting

• Subject line support

• Longer content allowed

• Can include images and links

WhatsApp Snippets

• WhatsApp Business API format

• Support for templates (if using approved templates)

• Can include media attachments

FAQ Snippets

• Used by AI Assistant for auto-responses

• Question pattern as the name

• Answer as the body

• See AI Assistant Configuration

Agreement Snippets

• HTML format for terms and conditions

• Displayed during check-in process

• Guest signs digitally

• Linked via {{agreementUrl|append: 'Name'}}

Creating a Snippet

Step 1: Click New Snippet

1. Go to Guest > Snippets

2. Click New Snippet

Step 2: Configure Snippet

Step 3: Add Variables

Insert variables using double curly braces:

Hi {{firstName}}, welcome to our hotel!
Your room {{roomNumber}} is ready.

Step 4: Save

Click Save to create the snippet.

Variable Reference

Guest Information

Stay Information

Access & Amenities

URLs & Links

Example Using Multiple Tags

Hi {{firstName}}!

Welcome to our hotel. Your reservation details:

Room: {{roomNumber}}
Check-in: {{arrivalDate}}
Check-out: {{departureDate}}
Confirmation: {{confirmationNumber}}

Access your digital key: {{checkinUrl}}
WiFi Password: {{wifi}}

Questions? Reply to this message!

System Snippets

HelloShift creates these default snippets when your site is set up:

Default System Snippet Examples

Pre-Stay:

Hi {{firstName}}, welcome to [Hotel Name]! Need anything for your
upcoming stay? Reply to this text and we'll get right on it.
Reply STOP to opt out.

Welcome:

Hi {{firstName}}, welcome to [Hotel Name]! Need anything? Reply to
this text and we'll get right on it. Reply STOP to opt out.

In-Stay:

Welcome {{firstName}}! On a scale of 1-5 stars, how is your stay so far?

Post-Stay:

Thanks {{firstName}} for staying with us. If you're happy with our
service, please share your feedback [Review Link]

Send-Key:

Hi {{firstName}}, your room key is ready! Room: {{roomNumber}},
Code: {{keyCode}}

Conditional Content with Liquid

Use Liquid syntax for dynamic, conditional content in snippets.

Basic If/Else

{% if guestType == 'VIP' %}
As our VIP guest, enjoy complimentary late checkout!
{% else %}
Checkout time is 11 AM.
{% endif %}

Returning Guest Check

Hi {{firstName}}, welcome {% if stayedBefore %}back{% endif %} to our hotel!

Guest Type Personalization

{% if guestType contains 'Gold' %}
Thank you for being a Gold member! Your upgrade is confirmed.
{% elsif guestType contains 'Silver' %}
As a Silver member, enjoy 10% off at our restaurant.
{% else %}
Join our loyalty program for exclusive benefits!
{% endif %}

Conditional VIP Perks

Hi {{firstName}}, welcome to our hotel!
{% if guestType == 'VIP' %}
Your first drink at the bar is on us!
{% endif %}

Room-Based Logic

{% if roomNumber contains '5' %}
You're on our top floor! Enjoy the views.
{% endif %}

Available Liquid Variables

In addition to the variables above, these Liquid variables are available for conditional logic:

Day-of-Stay Personalization

{% if guest_stay.stay_day_number == 0 %}
Welcome to your first day! Here's what to expect...
{% elsif guest_stay.stay_day_number == 1 %}
Good morning! How was your first night?
{% else %}
We hope you're enjoying your stay!
{% endif %}

Using Snippets

In Direct Messages

1. Open message composer

2. Click Use Snippet (or snippet icon)

3. Search or browse available snippets

4. Click to insert into message

5. Variables are replaced with guest data

6. Edit if needed, then send

In Automations

1. Create an automation (Guest > Automations)

2. Select the action "Send Message"

3. Choose a snippet from the dropdown

4. The snippet is sent when automation triggers

In Broadcast Messages

1. Select guests in directory

2. Click Broadcast

3. Click Use Template or Use Snippet

4. Variables are personalized per recipient

SMS Segment Calculation

SMS messages are billed by segment (160 characters for standard, 70 for Unicode):

Tips to reduce segments:

• Avoid emojis when possible

• Use standard English characters

• Keep messages concise

• Check segment count before saving

HelloShift shows segment count when editing snippets.

Non-GSM7 Characters to Avoid

These common characters trigger Unicode mode (70 char segments):

Snippet with Attachments

Add images or files to snippets for richer messages.

Adding an Attachment

1. Edit the snippet

2. Click Add Attachment

3. Upload image or file

4. Save snippet

Attachment Considerations

Best Practices

Personalization

• Always use {{firstName}} for a personal touch

• Include stay-specific details (room, dates)

• Acknowledge guest type when applicable

Message Length

Testing

1. Create a test guest with your phone number

2. Use "Test Send" feature if available

3. Verify all variables render correctly

4. Check formatting on mobile device

Organization

• Use consistent naming conventions

• Group related snippets with prefixes (e.g., "Arrival-", "Checkout-")

• Keep system snippets active unless replacing them

• Document custom snippets for team reference

Compliance

• Include opt-out instructions in marketing messages (e.g., "Reply STOP to opt out")

• Don't send automated messages at inappropriate hours

• Respect guest communication preferences

• Follow local regulations (TCPA, GDPR, etc.)

Editing Snippets

To Edit a Snippet

1. Go to Guest > Snippets

2. Find the snippet in the list

3. Click Edit

4. Modify name, type, or body

5. Click Save

To Deactivate a Snippet

1. Edit the snippet

2. Change Status to Inactive

3. Save

Inactive snippets won't appear in snippet picker but can be reactivated later.

To Delete a Snippet

1. Find the snippet

2. Click Delete

3. Confirm deletion

Note: System snippets cannot be deleted, only deactivated.

Troubleshooting

Variable not replaced

• Verify spelling matches exactly (case-sensitive)

• Ensure guest has the data (e.g., room number assigned)

• Check for typos in curly braces

Liquid syntax error

• Verify {% %} and {{ }} are properly closed

• Check for unmatched if/endif pairs

• Test in the snippet editor (errors are shown on save)

SMS too long

• Check segment count indicator

• Remove emojis or special characters

• Shorten message text

• Consider splitting into multiple messages

Snippet not appearing in picker

• Verify snippet is Active (not Inactive)

• Check you're filtering by correct type

• Ensure snippet was saved successfully

Related Articles

• All About Guest Messaging - Complete messaging overview

• Guest Automations - Automated message delivery

• AI Assistant Configuration - FAQ snippet configuration

• Contactless Check-in Setup - Agreement snippets usage