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Stay Connected

Stay Connected sends each mother messages from your branch at her own point in the journey. For example, "7 days before your expected check-in", "on your check-in day", "on your baby's 100th day" or "happy birthday". Mothers read them in a separate chat-style inbox in the Mother App: the round button with your branch logo on the Home screen.

  • Location: Stay Connected → Stay Connected Setting (messages) and Stay Connected → Communication Log (what was sent)
  • Who can do this: staff whose role has the Stay Connected permissions (view, add, edit, delete), and View Communication Log
Stay Connected → Stay Connected Setting
Stay Connected → Stay Connected Setting

The page groups your messages under Before the Stay, During the Stay, After Check-out and Special Occasions, in timeline order. The top line shows how many are active, for example "5 of 12 messages active across the journey".

How to add a message from a template​

  1. Open Featured Templates.
  2. Search by title, or filter by stage.
  3. Click Add on a template.

A copy is added to your messages, marked From template. It starts Inactive: switch it on when you're ready (see below). The template shows Added for your branch.

How to write your own message​

  1. Click Add Message.
  2. Choose the Trigger:
    • Journey event: choose what it is relative to, then Before, On the day or After, and the number of days. The choices are booking confirmed, expected delivery date, expected check-in date, check-in date, baby's date of birth, expected check-out date, and check-out date.
    • Special occasion: Mother's birthday or Baby's birthday, with the same timing, and Send to (which stay statuses)
    • Other: a Send date and Send to
  3. Enter the Title (up to 100 characters) and Content (up to 1,000). Use the tag buttons to insert personal details, such as the mother's name {motherName}, the baby's name {babyName}, her day of stay {dayCount}, or the baby's age on a birthday {babyAge}.
  4. Optionally add the 中文 and BM versions. Fill in both the title and the content, or leave both blank.
  5. Under Media, choose None or a Card image.
  6. Check the preview and the hint that says which section it will appear in.
  7. Save.

The message is saved Inactive.

Writing a Stay Connected message
Writing a Stay Connected message

How to switch a message on or off​

Click the message's status tag and confirm.

caution

A message only goes to mothers who are due it today or later. Switching a message on doesn't send it to mothers whose day has already passed.

When messages are sent​

  • Most messages go at 10:00 AM.
  • "On the day" of booking confirmed, check-in and check-out go within about 10 minutes of it happening.
  • Each message goes once per stay (or per baby). A mother who comes back for a new stay can get it again.
  • "Before the stay" messages only go to mothers who haven't checked in yet. "Expected check-out" messages only go to mothers still checked in.
  • Baby's date of birth messages go once per baby. Twins mean two messages.
  • Birthday messages repeat every year.

Each mother gets the version in her app language, or the English text if there's none in her language. A tag with no value for her (for example {babyName} before the birth) is left blank.

How to edit or delete a message​

  • Edit: click Edit, make your changes and save. Messages already sent keep their old text. Editing doesn't change whether it's on or off.
  • Delete: click Delete and confirm "Delete this message? Mothers will stop receiving it." Messages already sent stay in mothers' inboxes.

How to see what was sent​

Go to Stay Connected → Communication Log. It lists Sent At, Mother, Message and Body. Point to the body to see the full text and image. Click Show/Hide Filter to choose dates or search for a mother.

The log doesn't show whether the mother has read the message.

Stay Connected → Communication Log
Stay Connected → Communication Log

Troubleshooting​

What you seeWhy, and what to do
Nobody received a new messageIt is still Inactive. Click the status tag to switch it on.
A mother didn't get it after you switched it onHer day had already passed. Messages don't go back in time.
It hasn't arrived yetMost messages go at 10:00 AM.
A "before the stay" message didn't reach herShe has already checked in.
A birthday message didn't reach herShe has no date of birth on her profile, her stay status isn't in Send to, or she is inactive.
She has the old text after you edited the messageSent messages keep the text they went out with.
A name is blank in the messageThat detail doesn't exist for her yet.
"Fill in both title and content, or leave both blank."You filled in only the title or only the content of a translation.