Automation | August 7, 2012 | 2 min read
New Internal Messaging System
Welcome to the new internal messaging system. We will be using this system to announce changes and improvements to the system. Also, a big part of the system is the ability to send communications internally to Support, instead of by email. We hope to transition the majority of our support messages to this system rather …
What the New Internal Messaging System Is
ReservationKey introduced an internal messaging system designed to:
- Share internal announcements and updates.
- Enable users to send support queries via messaging rather than email.
- Automatically link messages to user accounts—solving the problem of missing usernames in emails.
- Save ongoing conversations for quick review of account histories.
Key Benefits
- Streamlined Support Communication Users can message Support directly within their account—no need to resend usernames. Conversations link to profiles, making issue resolution smoother.
- Saved Conversation History All past messages get stored for easy access, keeping context readily available.
- Efficient Announcements Enables admins to broadcast system changes instantly to all users, keeping everyone informed.
Future Plans & Enhancements
John mentioned they'll evolve the system with features like:
- Search capabilities (to find past threads).
- Additional functionalities based on user feedback.
Related Updates
- A new Internal User Forum was introduced soon after, intended to further enhance the messaging experience by letting users help each other while Support monitors discussions.
- More recently, in January 2025, ReservationKey also added a text messaging feature for guest communication—complementing internal messaging with external communication tools.
Summary
ReservationKey’s internal messaging launch marked a shift from email-based support to a more integrated, efficient, and traceable messaging hub. It aligns team support, system updates, and user queries under one roof. With planned improvements like search and a user forum, it’s designed to evolve into a full, community-powered help platform. And now, they’ve even branched into text messaging for guests, showing continued expansion.