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Assigning chats to responsible users
Assigning chats to responsible users

Assign overall or specific chat responsibilities to streamline guest communication. Ensure quick responses with email alerts.

Chris Bowyer avatar
Written by Chris Bowyer
Updated over a month ago

With the chat responsible users feature, you make sure that guest messages are handled promptly by the right people. Assign chats to either individuals or groups and make sure your operations run smoothly. For more details on recipient groups, click here.

โ€‹There are two types of chat assignments:

A) Assigning responsibility for the overall chat

This person or group will be responsible for managing all incoming guest chats. If a non-assigned chat remains unanswered for a predefined time, an email notification will be sent to the group.
โ€‹

Step 1: Access the chat feature


Step 2: Open the chat settings by clicking on the cog icon


Step 3: Scroll down to the "Email notifications" section

Step 3.1: Set the email notification time

Define here how long a chat can remain unanswered and unassigned before sending an email notification to the responsible group or individual.


Step 3.2: Choose a responsible group or person from the dropdown menu and save

B) Assigning responsibility for specific chats

You can assign individual chats that require attention from specific departments or persons. For example, chats related to guest check-out issues might be assigned to the "Front office" group.

๐Ÿ’กIf a chat is assigned but not answered within the defined period, the responsible user(s) will receive an email notification.

Step 1: Open the chat message and click on the three dots menu

Step 2: Click on "Define a responsible user"


Step 3: Select a responsible group or person from the drop-down menu and save


Additional step: Browse all open messages

Once the responsible persons or groups are assigned, they will find their chats in their Inbox. To view chats assigned to other groups or persons, use the dropdown menu and select "Open" to see all currently open messages.

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