Staff Live Chat Options

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.

If you plan to use live agents, you must enable live chat. This option is a only available to Knowledge Managers and Admin roles. To do this, go to Settings and select your chatbot.

Then scroll down and select the Live Chat tab

From this page, you can manage several settings. First, switch Enable Live Chat from Off to On. You can then configure your business hours, time zone, and the specific periods when your agents will be available through the dashboard.

Finally, select your Live Chat Provider: Myma.ai, Zendesk, Genesys PureCloud, or Amazon.

If your live agents will be viewing a single or multiple properties, the dashboard makes navigation easier. When administrators are creating users, they can select which properties the user has access to, as well as which role: Administrator, Agent, & Knowledge Manager.

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,

Agents have access 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:

(Users 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:

Chats can come from your website and social channels, like Instagram, Facebook, and WhatsApp. Regardless of the source, the chats will be recorded within the Unified Inbox for your viewing!

This can be tailored according to the distribution of AI and live agents. For example, you can choose to rely solely on AI during off-hours. Alternatively, suppose you want the chatbot to initiate the conversation. In that case, a human agent can be notified to join when needed, depending on the sentiment of the conversation or if a direct request is made.

Team members can log in to the Myma.ai Dashboard to monitor conversations in real-time and step in as necessary, whether to enhance the guest experience or seize revenue opportunities. Alternatively, they can opt to manage the unified inbox entirely through live agents.

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.

Conversations can be accessed in two areas: All Conversations and Active Conversations. In the All Conversations section, you will find a complete history of every conversation that has occurred within the properties you have access to. This means that if you are collaborating with other agents, their conversations will also be visible in this tab.

From All Conversations, you can:

Active conversations differ because they show you conversations that are currently going on.

When a guest initiates a chat: The robot and message icon at the top of your dashboard will blink green.

When a guest requests to speak to a live agent, a pop-up will appear in the bottom-right corner.

The pop-up will ask if you'd like to join the conversation. Click Go to Queue to enter the live chat.

Alternatively, navigate to the Unified Inbox in the sidebar and select the Active tab.

You will see three categories for your conversations:

Once in the conversation, click Take Control at the top of the screen to begin messaging the guest. This will allow you to type directly within the conversation.

In addition, 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.

To conclude the interaction, click End near the text box or select Close at the top bar.

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.

Unfortunately, you cannot transfer a conversation. However, if the conversation ends and the guest types a message, it will come as a new chat notification, allowing any agent to take control of the chat.

Between milliseconds and 2 seconds, so it's as real-time as it gets!

If an agent is disconnected or goes offline during a conversation, the guest will be notified that the agent has left and will be given the option to either connect with another available agent or leave a message

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's 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!

The AI Chatbot will wait for an agent to accept the chat. If no one responds, it will follow this sequence:

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.