In Connected Channels, you’ll find all available integrations. This guide walks you through the settings for the Web Widget, Website Integration, Email, and Voice AI. Each section highlights what can be customized, best practices, and tips for setup.

You can access Chatbot for Website Settings by clicking the tile with the robot icon in the upper left-hand corner.

From here you can play with the following:

From here, you can choose whether to implement Live Agents Only, Gen AI Only, or Dynamic Conversation Flow under NLP.

In most cases, clients will use either Gen AI only or a Conversation Flow, so this section typically requires little to no configuration.

If you are managing multiple properties within a group, first ensure that all properties have been added to the list in the top section. You can then select each property individually and assign its corresponding Dynamic Conversation Flow. This allows each property to have its own customized conversation flow while being managed centrally under a single brand, making administration much simpler for multi property organizations.

From this tab, you can customize the colors of the Web Widget. We recommend setting up the basic colors in advance to match the client’s website branding.

Tip: To do this accurately, install a color picker extension in Google Chrome.

If the client requests specific brand colors, they can share the codes via email, which can easily be updated in this section.

These forms are optional and depend on client preference. They allow properties to collect guest details and feedback.

To enable or disable these forms, simply toggle the switch. By default, we keep these forms disabled unless a client specifically requests them.

Forms can also be customized for the languages you have enabled. Under each form, you’ll see the available language options. This ensures seamless interactions in the languages most commonly used at a given property. Please note that only enabled languages will appear in the forms.

Pros:

Cons:

Some clients may choose Gen AI only, while others prefer to also include live agents.

You can access Website Settings by clicking the tile with the website icon in the upper left-hand corner. This section allows you to configure how the chatbot appears and functions on the website.

Tabs include:

Starting with Website Widget Appearance, you can select the preferred layout within Widget Theme.

Here, you can play around with each of the layouts and see which best fits the needs of the specific client.

Within appearance you can also set the image for the avatar, rather than having the default icon.

To change the image, just select the blue Browse button.

The next tab is Widget Components, where you can set the assistant’s name, welcome message, colors, and other display elements.

Within the Booking Calendar tab, you can customize how the calendar will appear to guests.

You can enable Nudges to draw guests' attention to the chatbot and encourage them to start a conversation. Nudges appear as speech bubbles above the chatbot avatar, providing a subtle prompt to engage. From the Nudges Settings, you can edit the text, adjust the message duration, and create customized messages for each enabled language.

You can also configure different nudges based on the webpage URL the guest is visiting. This allows you to display context specific messages that are relevant to the page, creating a more personalized and engaging experience.

Here, you can adjust the position of the chatbot avatar. By default, it appears in the lower-right corner of the page.

If your brand uses a specific font, you can enter the font name and the corresponding font URL in this section. Once added, the website widget will use this font to better match your brand's styling and provide a more consistent user experience.

This section allows you to add custom CSS to further customize the appearance of your website widget. While most styling changes can be made using the available settings, custom CSS provides additional flexibility for more advanced customization.

If you choose to use custom CSS, we recommend consulting your Myma representative before applying changes. Incorrect or conflicting CSS may affect the chatbot's appearance, functionality, or visibility on your website.

If you would like to add an external link at the bottom of the screen you can do so by adding and titling links in this section.

Under this tab there are two sections. The first section allows you to enable the languages you would like to make available for your website widget. You can also enable automatic language detection or specify a default language based on the website URL.

The second section allows you to customize the widget's display text for each enabled language. This ensures the front-end experience feels natural to native speakers by accounting for language-specific nuances, terminology, and phrasing.

From the Chatbot tab, you can also customize how the avatar is displayed to guests similar to the language tab above.

For example, if the property uses both live agents and the chatbot, you may want to adjust the subtitle to reflect that setup.

This section allows you to configure URL and domain restrictions for your Web Widget.

Under Trusted Pages, you can specify the exact URLs where the widget should be displayed. The Web Widget will only appear on the pages you list.

You can also enable Trusted Domains, which restricts the widget to only appear on the specified domains. This is useful for preventing unauthorized use of your widget, ensuring it is only displayed on approved websites under your control.

This section allows users to enter their Google Analytics 4 (GA4) Measurement ID to enable tracking for the Web Widget. Once configured, GA4 can capture user interactions such as widget opens, conversations started, suggestion bubble clicks, sessions, and other key engagement events.

This provides valuable insights into how guests are interacting with the Web Widget, helping you measure engagement, identify user behavior trends, and optimize the guest experience based on real usage data.

Once the chatbot is fully configured and the client is ready to publish it on their site, this tab will provide the script that needs to be added.

It’s best practice to send the script to the client via email along with detailed setup instructions.

You can access Email Settings by clicking the tile with the Mail icon in the upper left-hand corner. Here, you can configure settings within the following tabs:

Under Autonomous Replies, you can manage how the AI Email Assistant handles generated responses.

First, you can enable Reply on Autopilot, which allows the AI to automatically send the email response it generates. Alternatively, you can select Human in the Loop, which allows your team to review the AI-generated response, make any necessary edits, and approve it before sending.

From this section, you can also connect a dynamic conversation flow to guide the structure, tone, and behavior of the AI Email Assistant. Additionally, you can enable usage activity tracking to store and review how the AI Email Assistant is being used.

Under Features, you can enable or disable the buttons that appear in your Outlook Plug-in, such as Rooms, Rates, and Template Responses. You can also create and manage your template responses directly from this screen, making it easy to provide consistent and efficient replies.

When clients are ready to set up their email plug-in, start by adding their email addresses within this tab.

Next, download the manifest file and send it to them via email so they can complete the setup on their end.

Below are links to Myma articles with instructions for setting up the email plug-in.

Under the Email Automation Settings there are several tabs:

This section allows you to enable the saving of email conversations in the Unified Inbox, providing a centralized view of all guest communications.

You can also enable an upcoming feature that allows users to reply to emails directly from the Unified Inbox, eliminating the need to switch between applications and streamlining the guest communication workflow.

Under Ticket Responses, you can copy the email address associated with an assigned ticket to view the full conversation history and context. This makes it easier to understand previous interactions and respond more effectively.

Under this section, you can upload your company logo and customize your email signature, including the text layout, positioning, and font size. These options help ensure your emails remain consistent with your organization's branding and visual identity.

Under Autonomous Replies, you can manage how the AI Email Assistant handles generated responses.

First, you can enable Reply on Autopilot, which allows the AI to automatically send the email response it generates. Alternatively, you can select Human in the Loop, which allows your team to review the AI-generated response, make any necessary edits, and approve it before sending.

From this section, you can also connect a dynamic conversation flow to guide the structure, tone, and behavior of the AI Email Assistant. Additionally, you can enable usage activity tracking to store and review how the AI Email Assistant is being used.

This section guides you through connecting your Microsoft 365 environment to the AI Email Assistant. The setup involves registering an application in Microsoft Entra ID, granting the required Microsoft Graph permissions, and securely providing your application credentials.

For enhanced security, you can also create an Application Access Policy to restrict the AI Email Assistant to only the mailboxes you specify. Once the setup is complete and your credentials have been added, the AI Email Assistant will be able to securely read, draft, and send emails on behalf of the authorized mailboxes while remaining within your organization's defined permissions.

This section allows you to control which emails are processed by the AI Email Assistant. By creating filtering rules, you can determine which messages are eligible for automation and which should be excluded, ensuring the AI only responds to the appropriate emails.

You can configure sender-based rules using either Include Mode, where only selected domains or email addresses are processed, or Exclude Mode, where specific senders are ignored. Additional Content & Intent Checks allow you to prevent automated responses to emails containing certain topics or intents. You can also create Forward Rules to automatically route matching emails to another recipient.

Finally, Confidence Accuracy settings provide an additional safeguard by preventing the AI from generating or sending a response when its confidence score falls below a defined threshold. All filtering rules are evaluated in sequence, providing a secure and controlled automation workflow.

You can access Voice AI Settings by clicking the tile with the phone icon in the upper left-hand corner. Within these settings you can configure within the following tabs:

This section allows you to customize how your Voice AI Assistant interacts with callers, creating a more natural, responsive, and brand-aligned conversation experience.

You can configure the Welcome Message, which is the first greeting callers hear when a conversation begins. If desired, you can also enable Interruptible Greeting, allowing callers to speak while the welcome message is still being delivered for a more conversational experience.

To guide conversations, you can connect a Conversation Flow, which provides structured, step-by-step instructions for the AI to follow when assisting callers with common requests and workflows.

The Custom Vocabulary section improves speech recognition by allowing you to add business-specific terminology, product names, property names, or industry jargon. You can also adjust the AI's conversational behavior by configuring settings such as Eagerness, which controls how quickly the assistant responds, Spelling Patience, which helps the AI better understand callers spelling names, numbers, or other important information, and Speculative Turn, which reduces response latency by generating replies before the caller has completely finished speaking.

Finally, Take Turn After Silence lets you define how long the assistant should wait after a caller stops speaking before responding, helping you balance responsiveness with a more natural conversation flow.

In this section you can enable some key features:

This section allows you to configure the voice actors and language settings for your Voice AI Assistant.

Begin by selecting your primary voice actor and filtering the available voices by language. You can then enable additional languages to support multilingual callers. For each enabled language, assign a dedicated voice actor to ensure callers receive a natural and consistent experience in their preferred language.

This section allows you to manage the maximum call volume your Voice AI Assistant can handle, helping you control usage, system capacity, and operational costs.

The Daily Call Limit sets the maximum number of calls the Voice AI can accept each day, while the Concurrent Call Limit controls how many calls can be handled at the same time. Setting either value to -1 removes the limit, allowing for unlimited daily or simultaneous calls.

This section allows you to view the current version of your Voice AI Assistant alongside previous versions, making it easy to track changes over time.

Each published version captures the latest configuration, including updates to conversation flows, voice settings, integrations, and behavioral preferences.

Reviewing version history helps you understand what has changed between releases and provides greater visibility into the evolution of your Voice AI configuration.

This section is where you will configure the essential telephony details for the property. Here, you can:

Connected Channels brings together all the tools a property needs to create a seamless, branded guest experience. From customizing the web widget and integrating live chat, to setting up email workflows and configuring Voice AI, each feature is designed to make communication easier and more effective.

By tailoring these settings to match a property’s specific needs, clients can ensure their digital assistant not only looks and feels like part of their brand, but also delivers real value through efficient support, data collection, and guest engagement.

If you have questions or need help configuring any of these settings, please reach out to our support team or explore additional Myma Help Center articles for step-by-step guidance.