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 the merchant list, and apply settings across accessible merchants.

Go to: Live Chat

---

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
Conversation details	Shows the guest, room, ticket context, and transcript history when available	Open the side panel from the conversation header
Verify guest reservation	Sends a secure reservation check in chat	Use it for assigned Web guests without a linked stay
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

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

If you have organization access, Live Chat can show several merchants. If you only have merchant access, you see one merchant only.

Choose Which Merchants You See

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.

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 video call, finalized guest turns appear in the conversation history after the call ends. This also applies when the call was answered in the native AVA Portal app. Open the conversation header to review them.

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.

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 Live Chat Settings. 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 Live Chat Settings

Use this when you want the same support settings across several merchants.

1. In Live Chat, open Live Chat Settings.

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. In Live Chat, open Personal Settings.

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.

   ✓ 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.

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 Live Chat Settings.
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.

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 check your current context.
3. Refresh the page after switching context.

Alerts do not arrive

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

Fix:

1. Open Settings → Customizations → Push Notifications.
2. Confirm browser push is enabled.
3. Return to Live Chat → Personal Settings.
4. Turn on Incoming Support Requests or Assigned Chat Activity.

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 Chatbot Setup → Widget & Access and confirm Guest reservation verification is enabled.

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