To manage guest communications with Live Chat, you must first complete the following setup for your team to reply to communications.

You must first set up agents for your property who are able to reply to live chat conversations as they happen. To begin this process, your users must be setup in Altitude Cloud under Teams. View the Teams configuration article here.

1. Ensure your team member is set up in Altitude as a user and as part of a Team

2. Navigate to Omni-channel under the Administration menu in Altitude Cloud.

3. Ensure you are on the Agents tab, then select Add New Agent

4. From the drop down, select your team member

5. Check they are part of a team- this will ensure that any conversations with routing instructions will be directed to them as required. If they are not select Edit and update the Team with the relevant user.

5. Add their display name for live chat.

Topics ensure that the correct topics for chat are directed to the correct teams or team members.

1. Navigate to the Topics tab

2. Select Add New Topic

3. Add the detail of the topic

4. Add the content of the topic

5. Select whether you would like to assign this to a group or team.

6. If yes, enable the switch and select the team from the dropdown list.

7. Select Create

Set up routing rules to ensure that communications that meet routing criteria are directed at the relevant team member.

1. Navigate to the Routing tab

2. Select Add New Rule

3. Name your routing rule and begin establishing the routing conditions

In this example, we have set up a routing rule for conversations that involve Maintenance.

Should the conversation contain any of the key words repair, fix or broken, the chat will be assigned to the Maintenance group or Team.

You can make these routing conditions as granular as you would like with the ability to add different layers of conditions.

4. Once you have completed your routing setup, select Update.

Set up templated responses (or canned responses) for quick and easy replies to frequently asked questions.

1. Ensure you are on the Templated Responses tab

2. Select Add to create a new response

3. Create the category for your response. This could be Maintenance, Wifi, Housekeeping, Arrival and more. This ensures you are able to group responses for easy locating.

4. Select whether the templated response is applied just for your user profile, for everyone or for specific Teams.

5. Select Create

6. Select the three dots next to the category you have created

7. Select Add to add a new response for the category

8. Add the detail to your templated response.

The title and short codes are internal details, where the response section is what will be sent to the guest when the templated response is used.

When you are replying to live chat conversations, you can use templated responses by writing (for this example) '/on way' to add the specific response quickly.