Within the chat settings, you can:
Set up your chat working hours.
Configure an auto-reply message.
Designate a contact person to receive an email reminder if a message is unanswered for more than 10 minutes.
The Chat feature offers a convenient means of communication with your guests. For them, starting a Chat is effortless: your guests need only tap on the Chat tile on their App, and push notifications ensure they stay informed when you respond, mirroring the functionality of other messaging apps.
💡Guests must be logged into the App to initiate a chat. A prompt on their screens will instruct them to do so.
Before messages from guests begin to arrive, we highly recommend configuring your Chat settings to optimize the experience and manage guest expectations effectively.
Optional step: Activate the Chat Feature
If your Chat is not yet activated, follow these steps:
On your Dashboard, go to "Active features" and scroll down to "App Features (disabled)."
Once you found the Chat feature, activate it by clicking on Actions, then Enable.
Step 1: Access the Chat feature
Navigate to the Chat feature in the left-hand menu of your Dashboard.
Step 2: Access the Chat's settings
Click on the cog icon on top of your incoming messages on the Chat page.
Step 3: Craft a welcome message
Tailor a welcoming message to align with your hotel's tone of voice, ensuring consistency in guest experiences.
💡Similarly to every content item, remember to translate your welcome message into all of your supported languages.
Step 4.1: Define working hours
Choose between monitoring chat 24/7 or specifying days and times of operation. Tick the box "Set up as open 24/7" for continuous monitoring or select relevant days and times on the displayed time and date picker.
Step 4.2: Create an out-of-hours message
If chat monitoring is restricted to certain days, create an out-of-hours message to inform guests accordingly.
💡Please remember to translate this message into all of your supported languages.
Step 5: Designate a contact person or recipient group
Assign a contact person who will receive an email notification if a chat message remains unanswered.
Outside of a single staff member you have the option to notify an entire team from your hotel. This way your guests chat message will reach the responsible team right away (e.g. spa, front desk, etc.). Here you can learn how set up different recipient groups.
💡Multiple contacts can be designated, as long as they have an Admin user role. For more information on user roles, please refer to this article.
Step 6: Waiting time
You can choose the time frame after which your contact person will be notified in case a Chat message remains unanswered. You habe various time frames to choose from:
You can even allow notifications to be sent to the contact person out of your service hours. Just check the box below the waiting time settings!