Who is this article for
This article is for hotel agents, staff, and any team members responsible for guest communications using the Myma.ai platform. Whether you're monitoring AI chatbot conversations or responding to live guest inquiries, this guide will help you understand how to navigate the Unified Inbox, take control of chats, and provide timely support.
Agents' Point of View
Agents have access only to the Unified Inbox, the hub for all the conversations happening between guests and agents/your AI. This is what agents will see on their dashboard:
Getting Started
User must have an Agent role
Before getting started, agents should enable both notifications and sound. This ensures they’ll hear an alert whenever a guest begins a conversation, allowing for a prompt response.
To enable notifications, click the settings (cog) icon at the top of the screen, select “Notifications Allowed,” and then confirm by clicking “Allow” on the pop-up message.
Next, agents should set their status to Online by navigating to the top of the dashboard and clicking the following icon:
Where can Chats come from?
Chats can come from your website and social channels, like Instagram, Facebook, and WhatsApp to lighten the communication load.
This can be personalized based on the distribution of AI and live agents. For example, if you want only AI for off hours that is possible. Or, if you would like chat to pick up the conversation first, and when needed, whether baed o conversation sentiment or direct request, a human agent can be alerted to join the chat.
What is Conversation Sentiment?
Even if each chat is not monitored by a human, the Unified Inbox can still understand the overall tone of the conversation. Based on the guest's responses, the system determines the sentiment as positive, negative, or neutral. To view this information, select "AI Insights.
What Happens When a Guest Starts a Chat?
When a guest initiates a chat: The robot and message icon at the top of your dashboard will blink green.
A pop-up will appear in the bottom-right corner asking
If you'd like to join the conversation, click Accept to enter the live chat.
Alternatively, navigate to the Unified Inbox in the sidebar and select the Live Chat tab.
Once in the conversation, click Take Control at the top of the screen to begin messaging.
The guest will be notified with a message such as: “Agent Andy has joined the chat.”
To create a support ticket during the chat, click Tickets at the top of the screen and submit manually.
When finished, click End near the text box to conclude the interaction.
Agent Assist Shortcuts:
As Live Agents, it can be difficult to answer to multiple guests at one time. To help with this, there are Agent Assist Shortcuts. This allows agent to select from pre-written prompts.
For example, "Thank you for your Patience!' or "Sorry. Let's see what I can do."
To set this up you need to have be in the Knowledge Manager or Admin role.
First, go into Settings, and select Agent Assist.
Then select + Add New to create a pre-written response,
Tip: Make the Name the same a the Response Message so agents can easily identify the response!
What if my Live Agents are overseeing multiple properties?
If your live agents will be seeing over multiple properties, the dashboard makes it easier to navigate. When administrators are creating users, they can select which properties the user has access to, as well as which role: Administrator, Admin, & Knowledge Manager.
Once on their dashboard, agents can navigate through the properties they have access to at the top left of their dashboard.
When messages are received, the agent managing multiple properties will see incoming chats across all the properties they have access to.
Taking over AI Chatbot Conversation
Rest assured, your AI Chatbot is available 24/7 and can handle multiple conversations at once.
Team members can log in to the Myma.ai Dashboard to monitor conversations in real-time and step in when needed, whether to enhance the guest experience or capitalize on revenue opportunities. Alternatively, they can choose to manage the unified inbox entirely through live agents!
To take Yes! Multiple agents can monitor the conversations. However, when an agent takes control of the conversation, it is moved to their "My Chats" section and becomes unavailable to other agents.
How real-time is real-time?
Between milliseconds and 2 seconds, so it's as real-time as it gets!
Customer-initiated Live Chat Request
This feature is optional and can be enabled on your property's website. To activate it, please email us at [email protected]. We recommend offering this option only if you have dedicated staff available to respond to guests in real time.
Enabling Live Chat
Activating customer-initiated Live Chat is simple and completely within your control. You can decide when and how to make this option available to guests, based on your team’s staffing and availability.
Presented Live Chat option
The Digital Assistant will always try to assist the customer. However, when the Live Chat option is turned on, it will provide an option to start a Human Chat, based on the property Live Chat settings.
When the customer clicks on Human Chat, they will get a message "Please wait while we connect you to an agent", and the magic begins!
If an Agent is Unable to Respond
The AI Chatbot will wait for an agent to accept the chat. If no one responds, it will follow this sequence:
After 1 minute, the customer receives a message asking them to continue waiting while we connect them to an agent.
After another minute, if the request is still unanswered, the customer is given the option to leave a message. This message is then converted into a support ticket for follow-up.
Tips for Agents
• Stay online during your shift to ensure chats are routed to you when needed
• Monitor the green robot icon for opportunities to engage and personalize the experience
• Use conversation transcripts for context before taking over a chat
• Always confirm guest details when booking or modifying reservations
• Be proactive by taking over chats when AI needs support or when human empathy is helpful
FAQ's
Agent handles multiple chats simultaneously
Agent transfers a chat to another agent.
An agent with an active chat logs out of the system.
Conclusion
Myma.ai’s Unified Inbox gives agents the flexibility to work alongside AI, stepping in when human interaction enhances the guest experience. With real-time monitoring, multi-channel visibility, and smart fallback systems, agents can provide seamless service and ensure every guest feels heard.
Use this guide as your quick-start reference for navigating live support, optimizing collaboration with AI, and delivering excellent guest communication anytime, anywhere.