FAQ

Service tickets and Support Center

How do new employees join existing group chats?

After the Digital team grants access, the system automatically adds the employee to the relevant group chats based on their role.

What is the difference between Console and Staff App?

When to use which:

• Not on shift but need to take over someone else's ticket → use Staff App
• Need to view the guest's profile or reservation while chatting → use Console

How are service tickets assigned?

All new service tickets are assigned by default to the employee currently on shift (as the owner).

Can off-shift staff handle service tickets?

Yes, but the rules differ by client:

• Console: You can only handle tickets assigned to you; you cannot proactively take over others' tickets. Click the shift status icon in the top-right corner, then click Handle existing service tickets in the shift dialog to open the chat window.
• Staff App: Whether or not you are on shift, you can handle your own tickets or take over someone else's. To take over another person's ticket, click Take over on that ticket and confirm.

How do I take over someone else's service ticket in Console?

In Console, you can choose whether to take over others' tickets only when starting a shift. After you are on shift, you can no longer take over others' tickets.

Are there new-message alerts?

Yes.

• Console

1. Browser notifications (when you are not in the chat window): When a guest sends a new message, online on-shift staff receive a browser notification (at most once every 10 seconds).
2. Red badge (while online): If there are unread messages, the shift status icon in the top-right shows a red number, and the corresponding ticket shows a red dot.

• Staff App

1. Push notifications (when the app is in the background): When a guest sends a new message, the employee responsible for that ticket receives a push notification.
2. Red badge: If there are unreplied messages, the bottom navigation bar and the corresponding ticket show a red dot.

Is there a response-time requirement for guests?

After a guest sends a message, try to reply within 10 minutes. Otherwise the system sends an overdue reminder via browser notification, push, or SMS.

Can I reply from Console and Staff App at the same time?

No. The same account can be logged into the support system on only one device at a time. After logging in on Staff App, Console is automatically signed out (offline). Click Reconnect to sign back in. The reverse also applies.

Tip: When working at the front desk on a computer, log in on Console. When away from the front desk, use Staff App. Watch unread badges on the icons.

How do I stop being on shift?

You cannot stop a shift manually. When the next shift's employee starts their shift, the system automatically ends yours.

How do I communicate with international guests? Do I need English or another language?

When chatting with international guests, you can send Chinese. Guests see Chinese plus a translation in their language in the Guest App.

• Console: Turn on Auto-translate in the top-right of the chat window to see the guest's language and the Chinese translation.
• Staff App: Turn on Auto-translate conversations on the Settings page to see the guest's language and the Chinese translation.

How many shift states does Console have?

There are three shift states:

1. Offline (gray): Poor network or automatic sign-out
2. Online, not on shift (yellow): Online but not on shift
3. Online and on shift (green): Online and on shift