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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​

ItemWhat it meansWhat you do
Open ticketA guest asked for human supportTake over or reply
Merchant badgeShows which merchant owns the chatConfirm you are in the right hotel
Merchant filterLimits the list to selected merchantsChoose one or more merchants
Single merchantLoads settings for one hotelEdit and save that merchant only
Multiple merchantsApplies settings to several hotelsReview 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.

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.

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).

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.

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