Skip to main content

Go-Live Checklist

Few things to check before you go live with your newly appointed AI Digital Assistant

Andy Dharmani avatar
Written by Andy Dharmani
Updated over 2 weeks ago

Introduction

Going live with your new AI Digital Assistant is a major milestone in delivering smarter, faster service to your guests. But before launch, it’s essential to double-check that everything is correctly configured, from content accuracy to user permissions, ticket routing, and system styling.

This checklist will help you confirm that your assistant is set up for success and that your team is fully prepared to support it. Use it as a final review before making your Digital Assistant available to guests.


1. Knowledge Hub

Content Accuracy

  • Review and confirm that all information in your Knowledge Hub is accurate and complete. This includes documents, FAQ’s, and the links used within external sources.

  • While you will continue to update content after launch, ensure there is enough information available to confidently go live.

Images & Visuals

  • Ensure all photos linked to Knowledge Hub responses are up to date and relevant.

  • Rooms listed under Knowledge Hub → Rooms should accurately reflect what your property has to offer.

  • Confirm information, such as the pet policy and accessibility information, is current—this impacts guest decisions and booking potential.

  • Upload a photo of your accessible bathroom. Guests with accessibility needs often specifically look for this.


2. User Management

User Roles & Access

Ensure all necessary users are set up in the system with the appropriate roles and access levels:

  • Admin: Full access, including user management. Ideal for project champions or department heads.

  • Knowledge Manager: Full access to content, but cannot manage users. Suitable for staff responsible for updating property information.

  • Agent: Can manage guest conversations and tickets. Best for FOA staff, reservation agents, or live chat responders.

Tip: Avoid granting Admin rights to all users. Assign roles based on responsibilities to maintain security and clarity.

User Setup

  • Are users who are responsible for updating the Knowledge Hub correctly set up?

  • Are users who monitor and respond to guest conversations properly assigned?

  • If your team will take over chats as Live Agents, are they configured accordingly?


3. Ticket Routing

Form Notifications

Set up notification email addresses for all relevant form submissions under:

Workflows → Form Builder → [Form] → Notifications → Settings

Recommended forms to configure:

  • Booking Desk (Leave a Message)

  • Cancel or Modify Booking

  • Conference, Food & Beverage

  • Front Desk

  • General Enquiries

  • Group Bookings

  • Housekeeping

  • Invoice/Receipt Requests

  • Long Stay

  • Lost & Found

  • Meetings & Events

  • Missed Responses

  • Weekly & Monthly Reports

  • Pre-Check-In

  • Reservation Confirmation

  • Reservations

  • Wedding Enquiries

Note: Ensure each form has a designated email address to receive notifications, so submissions reach the right team!


4. UI/UX & Testing

Test the Chatbot

  • Once your AI is configured, it’s essential to run some tests to ensure it responds in line with your expectations.

  • You can start by asking a range of questions to see how the AI performs. If you’re unsure where to begin, a Myma representative should have sent you a file called the Golden Datasheet, which includes example questions, including test prompts and knowledge-based queries to help guide your testing.

Brand Consistency

  • Confirm the colors and styling of the chatbot match your brand guidelines.


5. Go-Live Code Implementation

Install Your Assistant

  • Locate your website embed code by navigating to the Connect tile

  • Settings → Connected Channels

  • Click the tile labeled "Website" in the top left corner. Then, scroll to the bottom and click Publish Your Digital Assistant.

  • Copy the code snippet and paste it into your website’s backend or CMS.
    (Note: This code will also be emailed to you by the Myma.ai team)


Tips for a Smooth Go-Live

Start with a soft launch
Consider launching during off-peak hours or with a limited audience to monitor real-time performance without pressure.

Use the Golden Datasheet
If provided by Myma.ai, the Golden Datasheet is a great tool to test knowledge coverage and sample guest queries.

Train your internal team
Make sure everyone, from front desk staff to IT, is aware of the AI Assistant’s capabilities and knows how to escalate if needed.

Keep a feedback loop open
Encourage team members and even early guests to report any issues or gaps in responses so they can be fixed quickly.

Schedule a post-launch review
Plan to review chatbot performance, missed responses, and FAQ accuracy within the first week of launch.


If you have any questions at all, don’t hesitate to reach out to your Myma representative. Congratulations on being one step closer to going live!

Did this answer your question?