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.
โThere are two types of chat assignments:
Overall chat responsibility: The assigned person or group will manage all chats and receive email notifications if non-assigned messages remain unanswered for a defined period.
โSpecific chat responsibility: Assign individual users or groups to manage specific guest chats. These users will receive email notifications if their messages aren't answered within a defined period.
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.
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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.
๐กIf 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.