Before you begin replying to guest conversations, you need to ensure you and your team members are set up as Agents for Live Chat. You can do this by reading this article.

To respond to guest chat, navigate to the Communications Hub under Guests in Altitude Cloud.

On this dashboard, you will see all current conversations with guest details, status and assigned users.

You can locate a specific guest by using the search field at the top of the page.

Toggle the switch 'Assigned to Me' to view all chat's that have been assigned to you.

You can also filter guest conversations according to status, select the Open, Ongoing arrow for the drop down options.

To open a chat, select the chat you wish to view.

You can then view the guest details on the right of the screen, with reservation details.

Once a new chat is opened, you have the option to pick up the chat and assign it to yourself. All chats must be assigned to a user before they are replied to.

To assign a chat, navigate to the Assign to Agent or Assign to Me fields and select your option.

In this example, we will assign the chat to ourselves.

Once the chat has been assigned to a user, the response box will open and the status at the top of the chat will offer you the option to resolve the conversation.

Once a chat has been resolved, this will archive the conversation.

If the guest messages again, the archived chat will still show up in their chat history.

Start typing your response in the text field, then press Enter on your keyboard or the send icon.

To view and use templated or canned responses, select the parcel icon to the right of the text box.

You can either select the response, or add the short cut to the text box, in this case '/on way'.