This Handbook is for reception staff, sales teams, reservations, and all those responding 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:

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.

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 notifications for a particular form type, Go to Virtual Front Desk -> Form Builder and Click on "+ Add Notifications". You can add different email addresses for each type of form. Form Examples:

All tickets can be viewed and updated from the Myma.ai Dashboard

Ticket status can be:

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.