Knowledge Hub
Ensure the Knowledge Hub information is checked and you're happy with the information. You will continue to update the Knowledge Hub after Going live too, but ensure sufficient information is added.
Ensure photos linked to responses in Knowledge Hub are current and not out of date
Ensure the rooms are the correct representation of what you actually have under Knowledge Hub -> Rooms
Ensure Pet Policies and Accessible information is correct. (you can lose potential bookings if the information is not current)
Ensure you have a photo of your accessible bathroom. (this is what disabled look for)
User Management
Users who will update Knowledge Hub information are set up in the system with the right access.
Users who will monitor the conversations are set up with the right access.
If you will have staff taking over the chats, ensure the users who will be Live Agents to accept chats are set up with the right access.
Double-check that you have not given admin rights to all the users.
User types for your reference:
Admin: Full rights and can manage users (Suitable for the Champion of this project or the heads of the departments that will be involved in the checking and updating of property information)
Knowledge Manager: Full rights but can't manage users (Suitable for staff who would like to update the information but don't have access to creating new users)
Agent: viewing and managing conversations and tickets. (Suitable for those whose main responsibility is to action requests tickets such as FOA or Reservation Agents, or they are responding to live chat requests.)
Ticket Routing
Emails are set up for notifications for the below sections, not all will be used, but we suggest setting them all up. This is under Workflows -> Form Builder
Booking Desk Tickets (leave a Message).
Cancel or Modify Booking Request.
Conference Enquiries, Food & Beverage.
Front Desk Tickets.
General Enquiry.
Group Booking Enquiry.
Housekeeping.
Invoice/Receipt Copy Request.
Long Stay Enquiry.
Lost & found.
Meetings & Events.
Missed Responses.
Weekley, Monthly reports.
Pre-Check-in.
Reservation Confirmation Request.
Reservations.
Wedding Inquiry.
It’s important to ensure Notification email addresses are filled in, this is where you need the form to go to that people fill in.
View in Workflows, Forms Builder, Form, then Notifications, and Settings for the master default email.
UI/UX & Testing
Test the chatbot Q&A using the test link.
Ensure the colours match your brand
Go-Live Code
Ensure you have the Go Live Code for your website, this is found in the Connect tile, then choose the tile that shows the WWW symbol as below. Click on that tile then proceed to the bottom of the list to Publish your digital assistant. Copy the code snippet and place in your webpage system. (this will also be emailed by the myma.ai team to you).
