Link a Number to a Guest

In most cases, messages received from a guest will be associated with a guest reservation. In the case that a number is not recognized, the option to link the number to a reservation will appear.

User Type & Roles

To perform this action in ALICE, the user must have at least Employee User Type access.

The user must also have the following settings within “Roles” enabled”

  • Access to “Guests” and “SMS/Chat” tab.


Things to Consider

  • Some properties Add a Message Template to gather guest information when a message from an unknown number is received.

    For example: “Thank you for your message, we are delighted to assist you. In order to better serve you, please confirm your full name and room number/arrival date.


  1. Open the conversation with the unknown number.

  2. Select “+ Link To Reservation” and a search bar appears.

  3. Enter the guest name or room number in the search bar. 

  4. Select the guest from the dropdown to link the number to the reservation. The guest name will populate when any future communication is received.