Skip to content
English
  • There are no suggestions because the search field is empty.

How to set up Concierge chat in a service

Overview

The Concierge chat feature provides a direct communication channel between guests and staff, allowing questions about a service to be addressed quickly and efficiently. Guests can access the chat via a button in the app, submit queries, and receive responses directly on their devices.

Depending on the feature being configured, Concierge chat can be used in different ways:

  • Restaurants and room service: Inquiries regarding dietary restrictions, menu details, table preferences, or special orders.
  • Spa and wellness: Questions about treatment details, therapist availability, or health requirements.
  • Sports: Inquiries about court bookings, equipment availability, or rental policies.
  • Amenities and housekeeping: Requests for additional items, room service preferences, or specific delivery instructions.
  • Tours and attractions: Questions about excursion itineraries, meeting points, or weather conditions.

This feature lets staff customize chat texts, set availability schedules, and include a brief description of the average response time to manage expectations effectively.

Before getting started

Before setting up Concierge chat for a service, ensure to:

  • Have activated Concierge Chat for the property [link]. Otherwise, you will not have access to the following settings.
  • Know the schedule and staff emails that will handle guest inquiries.
  • Plan short, clear texts for the button and chat interface.

Step-by-step guide

Step 1: Access the service settings

  1. Navigate to Content and select the corresponding feature section in the CMS.
  2. Hover over the service box and click Edit.

Step 2: Enable Concierge chat

  1. Go to the Concierge chat tab.
  2. Toggle the Activate Concierge chat switch to activate the feature.

Step 3: Customize chat texts

  1. In the Button text field, enter the text guests will see on the button (e.g., "Ask us"). Click the flag icon to add translations for all supported languages. Ensure the text is no longer than 10 characters.
  2. In the Top bar text field, enter the message guests will see after clicking the button (e.g., "How can we help you?").
  3. Use the Message if no agent is available field to customize the text displayed when no staff members are online.
  4. Activate the Automatic responses button if needed. Configure:
    • The delay time between the last guest message and the automatic response.
    • The Message to inform it is an agent who responds, not the bot (when out of service hours) field to reassure guests that the query will be addressed by a staff member.
  5. Make sure tags have been added when creating the service (Service section > Edit > Information > Tags).

Step 4: Set the chat schedule

  1. Go to the Hours tab.
  2. Click Add schedule and select the days of the week for the schedule.
  3. Enter the available time slot in a 24-hour format.
  4. To add additional time slots, click Add interval.
  5. Repeat these steps to create separate schedules for different days.
  6. For each schedule, add a brief description of the service (e.g., "Average response time: 15 minutes").

Step 5: Add staff email addresses

  1. Go to the Management tab.
  2. Click Add email to enter the email addresses of the staff who will manage guest inquiries.
  3. Add each address individually. These staff members will receive chat notifications via email and can reply through the email or the CMS Concierge chat section.

Step 6: Save changes

Once all configurations are complete, click Save changes.

Next steps

After configuring Concierge chat, test the setup to ensure it works as expected. Train property staff to handle guest inquiries efficiently through the provided tools.

Need further assistance?

If additional questions arise or further assistance is required:

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