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How to set up Concierge chat for a property

Overview

To use Concierge chat, you must activate and set up the feature at property level in the CMS.

From the general Concierge chat settings, you can customize the chat interface, define its availability, assign staff members to manage conversations, and control which guests can access the service.

Once Concierge chat is activated for your property, you can make it available as a general chat or set it up for specific services.

Before getting started

Before setting up Concierge chat, make sure you:

  • Know the days and hours when your staff will be available to manage guest conversations.
  • Have the email addresses of the staff members who will manage the chat.
  • Decide whether different staff members will manage conversations from specific groups of rooms.
  • Decide whether Concierge chat will be available to all guests or only to specific groups of rooms.
  • Prepare the texts that will be displayed to guests in the chat interface.

Step-by-step guide

Step 1: Access the Concierge chat settings

  1. In the CMS, go to Concierge.
  2. Click Chat configuration at the bottom of the conversation list to open the Concierge chat settings.

[Captura: How to set up Concierge chat for a property_01EN ]

Step 2: Activate Concierge chat and customize the texts

  1. Go to the Configuration tab.
  2. Activate Concierge chat using the toggle switch.
  3. Customize the texts displayed to guests:
    • Button text: Enter the text displayed on the button guests use to access the chat. The text can contain a maximum of 10 characters.
    • Top bar text: Enter the text displayed at the top of the chat window.
    • Message if no agent is available: Enter the message displayed when no staff member is available to manage the conversation.
  4. Add translations for the supported languages by clicking the flag icon.
  5. If needed, activate Automatic responses and set:
    • The delay time for sending the automatic response after the guest's last message.
    • The message informing guests that a staff member, rather than a bot, will respond when the chat is outside service hours.
  6. Click Save changes.

[Captura: How to set up Concierge chat for a property_02EN]

Step 3: Set the chat availability

  1. Go to the Hours tab.
  2. Click Add schedule.
  3. Select the days of the week to which the schedule applies.
  4. Enter the start and end times in 24-hour format.
    • If the chat is available throughout the day, select the Open 24h option.
  5. To create another time range for the same days, click Add interval.
  6. Add a brief description that will be displayed in the chat window, for example, Usually responds within 5 minutes.
  7. Create additional schedules if availability differs by day.
  8. Click Save changes.

[Captura: How to set up Concierge chat for a property_03EN]

Step 4: Define who will manage the conversations

  1. Go to the Management tab.
  2. Click Add email to add the email addresses of the staff members who will manage guest conversations.

When a new conversation is initiated, staff receive a notification in the CMS, in the staff app, and by email. They can manage conversations from the CMS, the staff app, or through the link provided in the notification email.

If different staff members are responsible for different guests, you can organize chat management by groups of rooms:

  1. Activate the Manage service by groups of rooms toggle switch
  2. Create a group and enter a name.
  3. Add specific room numbers or room ranges to the group.
  4. Add the email addresses of the staff members responsible for conversations from that group.
  5. Create additional groups as needed.
  6. Click Save changes.

[Captura: How to set up Concierge chat for a property_04EN]

Step 5: Set guest access

By default, Concierge chat can be available to all guests. You can restrict access if the service should only be available to guests staying in specific rooms. To do so:

  1. Go to the Access permission tab.
  2. Activate Allow service access to specific room groups only.
  3. Add the room groups that should have access to Concierge chat.
  4. Enter the message displayed to guests who do not have access to the service, for example, Sorry! This service is not available for you.
  5. Click Save changes.

[Captura: How to set up Concierge chat for a property_05EN]

Next steps

Once Concierge chat is activated and set up for your property, you can:

  • Set up Concierge chat for individual services [link].
  • Make Concierge chat available to guests from the app [link].
  • Start managing guest conversations from the Concierge section of the CMS, from the staff app, or via the email notification [link].

Need further assistance?

If you have additional questions or require further assistance, you can:

  • Contact us through live chat.
  • Send a ticket to our Support team.
  • Visit STAY Academy, our training platform.