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:

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.

Customers have the option to provide feedback on every message using a thumbs up or thumbs down icon. If a customer selects the thumbs down option, they can leave a comment explaining their feedback, which automatically creates a support ticket for follow-up.

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:

All tickets can be viewed and updated from the Myma.ai Dashboard: Unified Inbox -> Agent Assist

Ticket status can be:

How do I reply to tickets?

The best practice is to reply to the customer directly from your usual Inbox that you use e.g. Outlook. The replies are not recorded and tracked in the Myma.ai Dashboard.