Manage Live Chat Tickets

Quick Setup

This takes about 3 minutes. Use it when you need to work tickets in one merchant or several merchants.

Use this guide when a guest asks for human help in Live Chat. You can open tickets, switch merchants, and review saved call transcripts.

Go to: Live Chat

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Quick Reference

Item	What it means	What you do
Open ticket	A guest asked for human support	Take over or reply
AI support handoff	The AI agent requests human help	Open the ticket and take over
Merchant badge	Shows which merchant owns the chat	Confirm you are in the right hotel
Merchant filter	Limits the list to selected merchants	Choose one or more merchants
Channel filter	Limits conversations to selected channels	Choose a channel from scoped history
Conversation details	Shows the guest, room, and ticket context	Open the side panel from the conversation header
Video calls	Shows ended calls with saved transcripts	Select Video calls, then open a call
Read-only transcript	Shows the saved call without reply controls	Review the conversation and return to the list
Verify guest reservation	Sends a secure reservation check in chat	Use it for assigned Web guests without a linked stay
Assigned agent	Shows the staff member handling the ticket	Use the name when coordinating follow-up
Single merchant	Loads settings for one hotel	Edit and save that merchant only
Multiple merchants	Applies settings to several hotels	Review the bulk save dialog first
Incoming Support Requests	Alerts you when a new support ticket opens	Turn it on for ticket alerts
Assigned Chat Activity	Alerts you about messages in chats assigned to you	Turn it on for assigned-chat alerts

Before You Start

Confirm these basics:

• You are signed in with the correct organization or merchant context.
• You have access to the merchants you want to view or edit.
• Live Chat is available on your plan.

Merchant scope

Live Chat follows your active application context. In merchant context, you see only the active hotel. In organization context, you can see authorized hotels.

Choose Which Merchants You See

The organization navigation shows Live Chat when you have the Chatbot permission and entitlement. Switch to organization context before using cross-hotel filters. Switch to a hotel context when you need one hotel's conversations only.

1. Open Live Chat.

2. Open the Merchant filter next to Conversations.

3. Select All merchants or choose one or more merchants.

4. Click Done.

   ✓ The conversation list updates to match your selection. ✓ Each row shows the merchant name when more than one merchant is available. ✓ Use Clear to remove your merchant selection.

Filter Conversations by Channel

Use the channel filter to find conversations from a specific source. AVA discovers channels across your complete scoped conversation history. It does not limit channel choices to the conversations on the current page.

1. Open Live Chat.

2. Select the merchants you want to review.

3. Open the Channel filter above the conversation list.

4. Select a channel, or choose All channels.

   ✓ The conversation list updates to match your channel selection. ✓ AVA applies the channel filter before loading the next page. ✓ Channel names ignore extra spaces and letter casing.

Channel names

AVA treats web and chat-widget as the same Web channel. Other channel values remain available for selection, even when they are uncommon. Missing or unnamed channel values appear together as one blank channel option.

Open Conversation Details

Use the details panel when you need guest, room, and ticket context in one place.

1. Open Live Chat.

2. Select a conversation.

3. Click the guest name or chevron in the conversation header.

4. Review the Ticket, Guest profile, and Conversation controls sections.

   ✓ The panel loads customer details after it opens. ✓ On desktop, the panel stays open while you switch conversations. ✓ On mobile, the details view opens separately.

Reservation verification action

If the conversation is assigned to you, you may see Verify guest reservation in the composer toolbar. The button appears for Web guests who do not already have a linked reservation. It sends a secure request for the guest's last name and room number.

CCI voice transcripts

If transcription was on for a CCI or GEP call, finalized guest turns appear in the conversation history after the call ends. GEP transcripts come from AI-only voice calls and do not include staff replies. This also applies when a CCI call was answered in the native AVA Portal app. Open the conversation header to review them.

Review Saved Video Call Transcripts

Use Live Chat to review ended CCI and GEP calls with saved transcripts. The transcript opens as a separate, read-only conversation.

Property scope

Video-call history is available only in a hotel context. Switch from organization context to a hotel before reviewing video calls.

1. Open Live Chat in a hotel context.

2. Open the channel filter above the conversation list.

3. Select Video calls, or keep All channels selected.

4. Review the video-call rows and their transcript previews.

5. Select a call to open its full transcript.

   ✓ The call shows the caller surface, guest name, call time, and reservation number when available. ✓ Original and translated speech remain separate when both are saved. ✓ The Read-only call transcript label confirms that replies are unavailable.

Use Next and Prev below the list to browse additional calls. Only ended calls with saved transcript data appear in the history.

Return to Live Chat Conversations

1. On desktop, select another conversation from the list.

2. On a mobile-sized screen, select the back arrow.

3. Select All channels or another channel to return to guest conversations.

   ✓ Your regular Live Chat reply controls return for chat conversations.

Work with Tickets

Take Over a Ticket

1. Open Live Chat.

2. Click a conversation with Open ticket.

3. Click Take Over.

4. Confirm Take Over in the dialog.

   ✓ The badge changes to Assigned to you. ✓ The ticket is now yours.

Reply to an Assigned Ticket

1. Select the conversation.

2. Type your message.

3. Press Enter or click Send.

   ✓ Your message sends to the guest. ✓ New messages in assigned tickets can trigger alerts.

Recognize the Assigned Agent

Live Chat shows the assigned staff member's display name when it is available. This helps you coordinate follow-up across your team.

1. Open a conversation with an assignment.

2. Review the assignment badge or conversation details.

   ✓ The assigned staff member's display name appears when available. ✓ Live Chat keeps generic assignment wording when the name cannot load.

Display name source

AVA uses the assigned employee's saved first or last name. No Live Chat setting is required.

Verify a Guest Reservation

1. Open an assigned Web conversation.

2. Wait for the guest details to finish loading.

3. Click Verify guest reservation in the composer toolbar.

4. Confirm Send verification.

   ✓ AVA sends a secure verification prompt in the chat. ✓ The action disappears after the guest links a reservation. ✓ The same conversation keeps verified-stay access for supported guest-service requests.

Close a Ticket

1. Open a conversation assigned to you.

2. Click Close Ticket.

3. Confirm Close Ticket.

   ✓ The ticket closes. ✓ The conversation returns to AI replies if your chat mode allows it.

Ticket creation

New tickets appear when Request Support Chat is on in Communication Hub → Livechat. This setting needs Chat mode set to Hybrid (AI + live chat). When the AI agent requests human help, AVA preserves that handoff on the conversation. You can then open the ticket and take over the chat.

Update Property Live Chat Settings

Change property-level support settings in the Communication Hub. Conversations and your personal settings remain in the Live Chat workspace.

1. Open Communication Hub → Livechat.

2. Choose Single merchant or Multiple merchants.

3. If needed, choose a Source merchant.

4. Select the merchants you want to update.

5. Review the bulk save prompt.

6. Click Apply settings.

   ✓ Request Support Chat, Bot Reply Text, and Bot Instruction save together. ✓ The bulk result shows which merchants succeeded or failed. ✓ Use Retry failed merchants if some updates fail.

Chat mode note

Request Support Chat only works when Chat mode is set to Hybrid (AI + live chat).

Update Your Personal Settings

Use this when you want the same alerts and message templates across several merchants.

1. Open Live Chat.

2. Open Personal Settings.

3. Choose Single merchant or Multiple merchants.

4. If needed, choose a Source merchant.

5. Select the merchants you want to update.

6. Review the bulk save prompt.

7. Click Apply settings.

   ✓ Incoming Support Requests, Assigned Chat Activity, Handoff Message, and Closure Message save together. ✓ The bulk result shows which merchants succeeded or failed. ✓ Use Retry failed merchants if some updates fail.

Optional closure message

If enabled in Personal Settings, AVA sends your closure message automatically.

Alert delivery

The two Live Chat alert settings apply to your browser and paired AVA apps. You can save them without a browser subscription. The shared user-level push switch controls both destinations. The property check-in/checkout switch does not control Live Chat alerts.

Troubleshooting

You do not see an open ticket

What you see: A guest asks for help, but no Open ticket badge appears.

Fix:

1. Open Communication Hub → Livechat.
2. Turn on Request Support Chat.
3. Set Chat mode to Hybrid (AI + live chat).
4. Save and refresh Live Chat.

A merchant is missing

What you see: A hotel does not appear in the merchant filter or settings modal.

Fix:

1. Switch to the correct Organization context.
2. Confirm you have access to that merchant.
3. Refresh Live Chat and open the filter again.

If you are in hotel context, the filter stays limited to that active hotel.

A channel is missing or shows no conversations

What you see: The channel filter does not show an expected channel, or filtering returns no rows.

Fix:

1. Confirm the correct merchants are selected in the Merchant filter.
2. Open the Channel filter again after changing merchant selection.
3. Choose All channels and confirm conversations load.
4. Check the channel badge on a conversation before filtering again.

AVA groups web and chat-widget under Web. It also ignores leading, trailing, and letter-case differences in channel values.

Bulk updates only apply to some merchants

What you see: The bulk result shows successes and failures.

Fix:

1. Check which merchants failed in the result list.
2. Click Retry failed merchants.
3. Confirm the missing merchants are still selected.
4. Ask an admin to verify merchant access if it still fails.

Live Chat still shows one merchant

What you see: You expected several merchants, but only one appears.

Fix:

1. Confirm you signed in with organization access.
2. Open the hotel switcher and select the organization context.
3. Refresh the page after switching context.

Live Chat intentionally shows one hotel while a hotel context is active.

Alerts do not arrive

What you see: Tickets are created, but you do not get push alerts.

Fix:

1. Open Live Chat → Personal Settings.
2. Turn on Incoming Support Requests for new tickets.
3. Turn on Assigned Chat Activity for assigned messages.
4. Click Apply settings.
5. For browser alerts, open Settings → Customizations → Push Notifications and enable browser notifications.
6. For AVA app alerts, confirm your phone is paired with your account.

Why this happens

Live Chat alerts are controlled by your saved user-level choices. Browser push is only needed for browser delivery. The property check-in/checkout switch does not gate Live Chat alerts.

The Assigned Agent Name Is Missing

What you see: The ticket shows generic assignment wording instead of a staff member's name.

Fix:

1. Refresh Live Chat.
2. Open the ticket again and review its assignment details.
3. Ask an administrator to check the assigned employee's saved name.
4. Contact support if the name remains unavailable.

Conversation details will not open

What you see: Clicking the conversation header does not show the side panel.

Fix:

1. Make sure a conversation is selected.
2. Refresh Live Chat and try again.
3. Check whether you are on a mobile-sized screen.
4. Open the details view from the selected conversation again.

Verify guest reservation is missing

What you see: The Verify guest reservation button does not appear.

Fix:

1. Confirm the conversation is a Web guest.
2. Make sure the ticket is assigned to you.
3. Check that the guest does not already have a linked reservation.
4. Open Communication Hub → Chatbot → Setup → Widget & Access and confirm Guest reservation verification is enabled.

Video Calls Are Missing

What you see: The Video calls filter has no saved calls.

Fix:

1. Switch to the hotel's context instead of organization context.

2. Confirm the call ended.

3. For CCI calls, confirm Call transcription was enabled when the call started.

4. For GEP calls, confirm GEP AI-only assistance was enabled before the call started.

5. Select Refresh history above the conversation list.

   ✓ A call appears only after its transcript is saved.

A Saved Transcript Is Unavailable

What you see: The transcript shows "This transcript is currently unavailable" or was removed.

Fix:

1. Return to the conversation list.
2. Select Refresh history.
3. Open the video call again.
4. Contact support if other saved transcripts also fail.

Do not use the saved video-call view for guest replies. Use a regular Live Chat conversation when you need to send a message.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ Ticket badges never appear after refresh
• ❌ You cannot take over or close a ticket
• ❌ Push alerts do not arrive after enabling them
• ❌ Merchant filtering does not change the list

Helpful to include:

• Screenshot of the Live Chat header
• Screenshot of the merchant filter or settings modal
• Guest name or conversation ID
• The merchant names you expected to see
• Time the issue started

Related Guides

• Reply to Guests in Live Chat
• Turn AI Replies On or Off in Live Chat
• Set Up Push Notifications