Who is this Handbook for?
This Handbook is for reception staff, sales teams, reservations, property support staff, and all those responding or acting to leads and guest queries. The guide is here to help you use Myma.ai to maximize efficiencies and the customer digital experience.
What you will learn:
Understanding ticketing
Ticket workflow
Ticket Tracking
Where do the tickets originate from?
Tickets are the cases that need follow-up action by the property staff. Sometimes it is a unique question that the AI Chatbot decides is best handled by a specific team/person at the property. It could also be a question that the AI Chatbot was not able to answer and presented the option to the customer to leave a message.
If the AI Chatbot detects a request for a group or conference booking, Lost or Found and any other request type where human assistance is required, the customer is presented with a customized form to capture the request specific information.
Most commonly, tickets can originate from guests by scanning the QR code in rooms. Based on their request type, guests will submit requests that can be directed to housekeeping, room service, etc as an email or SMS.
Working with tickets
Subscribing to ticket notifications
You are alerted about any new tickets with an email. Watch out for emails originating from [email protected]. If the emails are going to Spam, make sure to mark the emails as Not Spam.
To receive email or SMS notifications for a particular form/ticket type, Go to Virtual Front Desk -> Form Builder and Click on "+ Add Notifications". You can add different email addresses or phone numbers for each type of form. Form Examples:
Lost & Found
Group Booking Inquiries
Conference & Event inquiries
Change Booking
Invoice Copy Request
Housekeeping
Maintenance
Tickets workflow and status
All tickets can be viewed and updated from the Myma.ai Dashboard
All notes and changes are recorded
Ticket can be assigned to a different email address
Ticket status can be:
Open
Assigned
Solved
Escalated
How do I reply to tickets?
The best practice is to reply to the customer directly from the auto populated email that was sent. The replies are not recorded and tracked in the Myma.ai Dashboard.
The status levels of a ticket
The ticket is automatically marked as Assigned if an email address has been notified. You can change the status of the ticket to Pending, Solved, Spam, or Archived and capture those details of how / who actioned the response.