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06/11/2017

Marriott Rewards: First Hospitality Brand to Launch Facebook Messenger Chat Extension

In partnership with Snaps, Marriott Rewards announced the launch of its Facebook Messenger Chat Extension. Chat extensions are a brand new feature from Facebook Messenger that empowers brands to provide interactive, social features that users can drop directly into their conversations. In simpler words: chat extensions are bots for conversations with friends and family.
 
For its first execution, Marriott Rewards has translated its successful iMessage sticker pack into a chat extension and is the first brand to launch a sticker pack within Facebook Messenger. Marriott Rewards is also the first hospitality brand with a chat extension. Only a select number of extensions have been integrated into Facebook Messenger to-date, including the Food Network, OpenTable, Spotify, NBA, and WSJ.
 
"For our members, expressing their own personality when sharing their travel experiences with their social circles is an important part of who they are, whether it be for business or pleasure," said Thom Kozik, vice president loyalty at Marriott International. "That's why we jumped at the chance to lead the travel industry with the debut of Marriott Rewards sticker pack on Facebook Messenger giving members another, new, creative way to share and personalize their travel stories and identity."
 
Marriott Rewards stickers represent every aspect of a traveler's lifestyle, illustrating images from global destinations, hotel amenities and emotive stickers for every situation like "So cozy," "Reward yo'self," and "Wish you were here." The sticker pack was developed in partnership with Snaps, an enterprise end-to-end marketing platform for mobile messaging, which powers the largest branded keyboard and chatbot campaigns for more than 120 major brands and personalities including Marriott Rewards. Snap's mission is to connect the world's leading brands into the 250 billion conversations happening every day in mobile messaging.
 
Marriott Rewards can update its sticker packs for Facebook Messenger and iMessage in real-time as well as track analytics, including user interactions and content shares through the Snaps platform. This way, Marriott Rewards can publish, manage and tweak its chat extension at its leisure.
 
"The Snaps platform is seamless and easy to use," says Jonas Rosato, manager, loyalty marketing at Marriott International. "It gives us the flexibility to upload new stickers, publish instantly, and optimize content in real-time based on user trends and insights. No developer required."