Skip to main content
When the Live Chat option is activated, you can receive and answer direct messages from guests.
Live Chats are created when:
  • The chatbot cannot find a suitable answer
  • A visitor manually selects Live Chat
  • The Phone AI has recorded a callback request from a guest

​
Access Live Chats

Open Live Chat in the navigation. In the sidebar, select your hotel under Main inboxes or a topic-based inbox under Custom Inboxes.

​
Chat List and Filters

The chat list has two tabs: You can also search the list and filter by channel via the dropdown (All, Chat, Phone).

​
Understanding Chat Status

Every Live Chat has one of three statuses, shown as a badge in the list:

​
Handle a Live Chat

  1. In the ToDo tab, select the chat you want to answer.
  2. Write your response in the text field and send it with the Enter key. Use Shift + Enter for a line break.
  3. After responding, click Park chat or — if the request is resolved — End chat.
In a parked chat, two things can happen:
  1. The guest responds, for example with a follow-up question. The chat automatically switches back to Open and your team is notified again.
  2. The guest doesn’t respond anymore. After 24 hours of inactivity, the system closes the chat automatically.
This way the system manages the state of the chats and you can work through open requests systematically. You can resume a parked chat at any time via Reopen chat, and restart a closed chat via Start chat.

​
Assign a Chat

In the upper area of the chat window, you can assign a chat to one or more Custom Inboxes via Assign inbox and hand it over to a person via Assign to.

​
Functions in the Reply Field

  • Text blocks: Via the three dots in the lower chat window, you can open, create, and edit pre-made responses. Type / in the text field to search text blocks directly.
  • Emojis and files: Use the icons in the lower chat window to insert emojis and send files (JPG, PNG, PDF).
  • Translation: If the guest writes in a different language, you can have your response translated before sending.

​
Special Cases

  • Guest details: The profile next to the chat shows information about the guest and reservations. The data is read-only and cannot be edited.
  • Callback request (Phone AI): A callback request cannot be parked. After making the call, close it via Callback done.
  • WhatsApp: If the guest’s last message is more than 24 hours old, the chat can no longer be answered from this window. This is a WhatsApp requirement.