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i am doing my business on getyourguide, and i'll received a email when customer send message on getyourguide , should i build a auto reply for it, for confirm i did received msg, and my staff will follow up, and provide some urgent contact info. is it a common solution or any other better pratice?

Creating an automated response for customer messages on GetYourGuide is a good idea and a common business practice. It can help manage customer expectations, confirm receipt of their inquiry, and provide a professional, organized impression. However, there are some important considerations and best practices you should follow, especially regarding GetYourGuide's policies.

Is It a Common Solution?

Yes, automated replies are a very common solution in customer service across various platforms, including booking and tour platforms like GetYourGuide. They serve a few key purposes:

Acknowledge Receipt: It immediately confirms to the customer that their message was successfully delivered and not lost in the digital void. This reduces their anxiety and the likelihood of them sending follow-up messages.确认收到：它立即向客户确认他们的消息已成功传递，并且没有在数字空白中丢失。这减少了他们的焦虑和他们发送后续消息的可能性。

Manage Expectations: It sets a clear expectation for when they can expect a detailed response. Phrases like "Our staff will follow up within 24 hours" are crucial.管理期望：它为他们何时可以期待详细的答复设定了明确的期望。诸如“我们的员工将在 24 小时内跟进”之类的短语至关重要。

Provide Immediate Help: For urgent inquiries, the automated message can be a lifeline. By including urgent contact information, you can ensure customers with time-sensitive issues (e.g., a same-day booking question) can reach you quickly.提供即时帮助：对于紧急查询，自动消息可以成为生命线。通过提供紧急联系信息，您可以确保有时间敏感问题（例如，当天预订问题）的客户能够快速联系到您。

Better Practices and Things to Consider

Here's how you can make your auto-reply more effective and avoid potential issues:以下是如何提高自动回复效率并避免潜在问题：

1. Stay within GetYourGuide's Policies:
GetYourGuide has specific guidelines for communication. You need to ensure your auto-reply doesn't violate them. Pay close attention to rules about:

1. 遵守 GetYourGuide 的政策：
GetYourGuide 有具体的沟通指南。您需要确保您的自动回复不会违反它们。密切注意以下规则：

Blocked Content: GetYourGuide may block emails containing competitor links or coupon codes. Avoid including links to other booking sites or promotional codes in your auto-reply.

阻止的内容：GetYourGuide 可能会阻止包含竞争对手链接或优惠券代码的电子邮件。避免在自动回复中包含指向其他预订网站或促销代码的链接。

Links to Your Website: It's generally a good idea to avoid links that direct the customer away from the GetYourGuide platform unless it's for a very specific, approved reason (like a contact form on your own website for urgent issues).指向您网站的链接：通常最好避免将客户引导出 GetYourGuide 平台的链接，除非这是出于非常具体的、经批准的原因（例如您自己网站上针对紧急问题的联系表）。

Direct Contact Information: While it's a good idea to provide urgent contact info, ensure it's presented in a way that doesn't encourage all future communication to happen off-platform. The auto-reply should clearly state that the staff will follow up directly on GetYourGuide.直接联系信息：虽然提供紧急联系信息是个好主意，但请确保其呈现方式不会鼓励未来所有通信在平台外进行。自动回复应明确说明工作人员将直接在 GetYourGuide 上跟进。

2. Craft the Message Carefully:
A well-written auto-reply is brief, professional, and helpful. Here's a template you can adapt:2. 仔细制作信息：
写得好的自动回复简短、专业且有帮助。这是一个您可以调整的模板：

Subject: We've received your message about [Booking Reference Number or Activity Name]主题：我们已收到您关于 [预订参考号或活动名称] 的消息

Body:

Dear [Customer Name],

Thank you for your message. We have received your inquiry and a member of our team will review it and get back to you as soon as possible, typically within [e.g., 24 hours].感谢您的留言。我们已收到您的询问，我们的团队成员将对其进行审核并尽快回复您，通常在 [例如，24 小时] 内。

If your request is urgent and relates to an activity happening within the next [e.g., 2 hours], please contact us immediately at [Your Urgent Phone Number] or via [Your Urgent Email Address].如果您的请求是紧急的并且与未来 [例如 2 小时] 内发生的活动有关，请立即通过 [您的紧急电话号码] 或通过 [您的紧急电子邮件地址] 与我们联系。

We appreciate your patience.

Best regards,
The [Your Company Name] Team

3. Use the Auto-Reply to Filter and Prioritize:
Your auto-reply can be designed to help you, the business owner. By asking customers to provide a booking number or a clear subject line, you can set up a system to automatically categorize and prioritize messages. This helps your staff respond to urgent inquiries first.3. 使用自动回复进行筛选和优先级排序：
您的自动回复可以设计为帮助您（企业主）。通过要求客户提供预订号码或清晰的主题行，您可以设置一个系统来自动对消息进行分类和优先级排序。这有助于您的员工首先回复紧急查询。

4. Consider GetYourGuide's Built-in Features:
Some booking systems and platforms have their own built-in messaging tools and features. Check if GetYourGuide offers any automated messaging or acknowledgment buttons that can be used directly within their platform. For example, some platforms have a simple "Easy Acknowledgement Button" to confirm receipt. If they have such a feature, it's often the most seamless and compliant way to handle initial communication.4. 考虑 GetYourGuide 的内置功能：
一些预订系统和平台有自己的内置消息传递工具和功能。检查 GetYourGuide 是否提供任何可直接在其平台中使用的自动消息传递或确认按钮。例如，一些平台有一个简单的“轻松确认按钮”来确认接收。如果他们有这样的功能，这通常是处理初始通信的最无缝和最合规的方式。

5. Integrate with a Channel Manager (for more advanced operations):
If you sell your tours on multiple platforms (Viator, Expedia, your own website, etc.), a channel manager or a central reservation system can be a game-changer. These systems can consolidate all your messages and bookings from different sources into one inbox. This would allow you to set up a universal auto-reply system that works for all your channels, streamlining your operations and ensuring no message is missed.

5. 与渠道管理器集成（用于更高级的作）：
如果您在多个平台（Viator、Expedia、您自己的网站等）上销售旅游，渠道管理器或中央预订系统可能会改变游戏规则。这些系统可以将您来自不同来源的所有消息和预订整合到一个收件箱中。这将允许您设置一个适用于所有频道的通用自动回复系统，从而简化您的作并确保不会错过任何消息。

In summary, building an auto-reply is a solid strategy. Just be sure to align it with GetYourGuide's policies, make it clear and professional, and use it as a tool to improve efficiency rather than just a quick fix.总之，构建自动回复是一个可靠的策略。请务必使其与 GetYourGuide 的政策保持一致，使其清晰且专业，并将其用作提高效率的工具，而不仅仅是快速修复。

this is for inquiry message from customer. another situation is when new booking comes in

Ah, that's an excellent point. The auto-reply for a new booking should be handled differently than an inquiry. A new booking confirmation is a critical part of the customer journey and needs to be handled with care and precision.

Here's a breakdown of best practices for an auto-reply when a new booking is made on GetYourGuide:

The Goal of a New Booking Auto-Reply

The primary goal of this message is to provide immediate reassurance and key information to the customer. It should not just be a simple "we received your booking" but a helpful and complete confirmation.此消息的主要目标是为客户提供即时保证和关键信息。这不应该只是简单的“我们收到了您的预订”，而应该是一个有用且完整的确认。

Key Information to Include

Since the booking has already been made and confirmed by GetYourGuide, your role is to provide a smooth, reassuring next step. Your auto-reply should include:

Confirmation of Receipt: Start with a clear and concise statement confirming the booking. Something like, "Thank you for booking with us! We have received your booking and are excited to welcome you."

Booking Details: Reiterate the essential information from the GetYourGuide booking. This helps the customer double-check everything at a glance and shows that you have the correct information. Include:预订详情：重申 GetYourGuide 预订中的基本信息。这有助于客户一目了然地仔细检查所有内容，并表明您拥有正确的信息。包括：

Booking reference number

Activity name

Date and time of the activity

Number of participants

Total price paid (optional, as GetYourGuide already handles the payment confirmation)

What Happens Next: Clearly state what the customer should expect. This manages their expectations and reduces the need for them to send follow-up inquiries.

"You will receive a separate confirmation voucher from GetYourGuide shortly."

"Your guide will be [Name of guide] and we will send you their contact information closer to the tour date." (This might be GetYourGuide's policy, so verify it.)

"We will contact you again 24 hours before your activity with a reminder and any last-minute details."

Meeting Point Details: Provide a clear and concise description of the meeting point. It's often helpful to include more detail than what is on the GetYourGuide voucher.

Exact address

Any helpful landmarks ("Look for our guide holding a red flag.")

Instructions on how to get there (e.g., "The nearest metro station is...")

Urgent Contact Information: This is still crucial, even for a new booking. If a customer needs to change a detail or has a last-minute emergency, they need to know how to reach you directly.

Provide a phone number and/or an email address for urgent matters.

Specify the hours they can be reached.

Link to Important Information: If you have a dedicated page on your website with FAQs, a link to it can be helpful. However, be very careful here. GetYourGuide may discourage directing customers to your own website. You should only do this if you are confident it doesn't violate their terms of service. An alternative is to simply include the most common FAQs directly in the email.

Cancellation/Change Policy: Briefly mention where they can find information on how to change or cancel their booking (i.e., "Please refer to your GetYourGuide voucher for details on our cancellation policy"). This directs them to the correct platform to manage their booking.

Example Template

Subject: Your Booking Confirmation with [Your Company Name]主题：您与[您的公司名称]的预订确认

Body:

Hello [Customer Name],

Thank you for booking the "[Activity Name]" tour on [Date] at [Time] for [Number of Participants] people.

We are excited to have you join us! Your GetYourGuide booking reference number is [Booking Reference Number].

What's next?

You will receive your official voucher from GetYourGuide shortly. Please review it carefully.

Our meeting point for the tour is:
[Exact Meeting Point Address]

You can easily find us at [Description of Meeting Point, e.g., "outside the main entrance to the museum. Your guide will be holding a red flag with our company logo."].

For urgent questions or last-minute changes, please contact us directly at [Your Urgent Phone Number] or reply to this email.

We look forward to seeing you soon!

Best regards,
The [Your Company Name] Team

Better Practices

Timeliness is Key: The auto-reply for a new booking should be instant. The customer should receive it a minute or two after they receive the GetYourGuide confirmation.

Personalization: Make sure you are using the customer's name and the specific details of their booking. A generic message is less effective.

Compliance with GetYourGuide: As with the inquiry auto-reply, you must ensure that your confirmation message does not violate GetYourGuide's terms of service. This includes avoiding direct links that pull the customer away from their platform. The goal is to supplement, not replace, GetYourGuide's communication.

Avoid Overloading: Don't put too much information in the first message. The goal is reassurance and clarity, not a full itinerary. A good practice is to save the detailed information for a follow-up email closer to the tour date.

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