Check and Understand the SMS Log (Cloud)
The SMS Log in Visual Matrix Cloud keeps a record of every text message sent from your PMS using the VM Guest Texting feature through Twilio. Whether it’s a reservation reminder, a welcome message, guest communication, or even staff communication (if you’ve chosen to send staff texts through Twilio in your settings), every SMS can be found here.
Path: Dashboard > Support > Message Log > SMS
Instructions
1. From the Dashboard, select Support to open the support tools menu.
2. Choose Message Log to view all communication logs available in your system.
3. Select the SMS tab to display all text messages sent or received through Guest Texting.
The SMS tab records all messages sent through the VM Guest Texting feature.
4. Use the filters at the top to narrow results by date range, phone number, or message type (Incoming = guest replies, Outgoing = texts sent from your property). Then click Search to display results.
5. The SMS Log displays each message along with details: Date/Time, Phone Number, Direction (incoming/outgoing), Message Status (sent, failed, delivered), and Message Content (snippet). Use this to confirm successful delivery or troubleshoot issues.
6. The SMS Log includes messages such as pre-check-in reminders, guest replies, and internal staff communications (if enabled).
Internal Communications will only show if they have been configured to be sent through the Guest Texting Feature and Twilio.
Still need help with this topic?
Ask Yourself:
- Is Guest Texting enabled at my property?
- Am I selecting the correct date range and phone number?
- Do I know whether I need to check incoming or outgoing messages?
- Is the guest’s phone number stored correctly in the reservation?
Support May Ask You:
- Which guest or reservation are you checking?
- What date and time did you expect the message to appear?
- Which filters did you use in the SMS Log?
- Did the log show a “failed” status or no result at all?
- Are you able to reproduce the issue with another phone number?
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