Guest chat links or conversations are referred to as tickets. Those that were generated from auto-confirmed bookings, inquiries sent by guests, or conversations initiated by guests, are automatically categorized as open tickets. Agents have the option to close it, set a follow-up, or reopen tickets as needed.
Set a Follow-Up Reminder
For issues or guest inquiries requiring time to resolve and follow-up, you can set a reminder directly in the guest chat.
Tickets with a follow-up reminder are collected in the "Follow ups" tab of the CRM inbox.
To set a follow up reminder:
Click on the guest reservation ticket to open the guest chat
Click the timer icon at the top
💡 You can also perform this using the "Move" button in the CRM inbox under the "Action" column
In the pop-up window, choose your follow-up timing under "Follow-up after"
Fixed: Offers predefined intervals (e.g., 1 hour, 1 day, 1 week)
Custom: Enables choosing a specific date
You can add a topic or notes if desired
Click OK to confirm
The follow-up timing will be displayed in yellow under the "Action" column in the CRM inbox.
To cancel a follow-up reminder, click the X beneath the time (highlighted in yellow).
Once the expected follow-up time has elapsed, it will be highlighted in red, displaying how much time has passed.
Closing a Ticket
Closing a ticket is done when there are no further concerns or issues to address for the guest.
Tickets that need to be closed are collected in the "Open Tickets" tab of the CRM inbox.
To close a ticket:
Click on the guest reservation ticket to open the guest chat
Click the timer icon at the top
In the pop-up window, click on the close tab
You can add a topic or notes if desired
Hit CLOSE to confirm
Reopen a Ticket
In case there are unresolved issues or further concerns that requires re-opening the ticket, you can do so by:
Click the timer icon at the top
In the pop-up window, click on the open tab
Hit OPEN to confirm
💡You can also manage the tickets on the main CRM, by clicking the MOVE button on the Actions column.
