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📞 Using AnswerConnect for Live Calls & Messaging

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🔐 Purpose

AnswerConnect is our live phone and messaging service platform. It allows team members to receive direct calls, text with guests, and follow up on voicemails or inquiries in real time. This SOP outlines how to properly log in, use the platform during your shift, and manage follow-ups.

✅ Step-by-Step Instructions

1️⃣ Login at the Start of Every Shift

  • Visit: answerconnect.com
  • Use the main company login credentials found in LastPass.
  • Logging in at the start of your shift ensures:
    • You can receive live DIRECT phone calls from:
      • Guests you texted
      • Managers who reached out to guests
      • Leads from our Easy Air Rentals website
    • You’re visible as the on-duty staff.

2️⃣ How Incoming Calls Work

  • Regular guest calls go through our live receptionist service first.
  • If a call isn’t answered, you’ll receive an email notification with details.
  • If it was answered, you’ll receive a summary message via email.
  • All messages from AnswerConnect are emailed — check the reservations inbox regularly during your shift.

3️⃣ What to Do With Messages

  • Screenshot any message and send it to the appropriate manager for follow-up.
  • If the message is related to guest inquiries, you should follow up directly or call/text the guest back using AnswerConnect.

4️⃣ Using AnswerConnect to Text Guests

  • You can use AnswerConnect to text guests for nearly anything — follow-ups, confirmations, access issues, etc.
  • Keep messages professional and polite. Refer to SOPs for tone and content.

5️⃣ Mobile App Access

  • You can download the AnswerConnect app to receive calls and texts from your phone.

📲 Download the App:

6️⃣ Updating the AnswerConnect Spreadsheet

  • There is a Google Sheet used to log and track incoming messages.
  • From time to time, you may be asked to update it.
  • To update:
    • Open the Google Sheet (link will be provided by a manager if needed)
    • Make changes to both:
      • The Info Tab
      • The MGR Tab
    • Be accurate and clear when entering notes.

🧠 Reminders

  • Always log in at the beginning of your shift — missing a login means missing direct contact opportunities.
  • Be responsive — treat AnswerConnect messages like any live customer service task.
  • If you are uncertain about a message or how to respond, send it to Jenna, Rashida, or the appropriate manager for guidance.