What Is Hotel Config?
The Hotel Config section in Settings allows you to access your unique hotel email, change your hotel logo, specify your property’s hours and social media links, and set Akia’s response delay and salutation type.
What Can I Edit in Hotel Config?
Hotel Name
Change the name of your hotel when introduced to guests or when the message token {{office.name}} is used.
Hotel Code
Only required if you want to have static booklets (ones that do not have any messaging tokens or reservation/guest specific information).
Hotel Logo
Upload your hotel logo that will display at the top of your booklets and agreements. Note that the logo will be resized in the booklets and agreements based on available vertical space.
Check-In & Checkout Hours
Specify your check-in and check-out hours so Akia can automatically respond to inquiring guests.
Staff Availability Hours (& Staff Unavailable Message)
Set your hours of availability per day. If you select custom hours per day, you’re able to set a Staff Unavailable Message that will automatically reply if a guest messages you outside of your available hours.
Inbox Smart Tags
Specify any tags you want to see directly under the guest’s name in your Inbox. Note that these tags will show for all users who can view guest threads in the Inbox.
If you just added a smart tag, it will be applied the next time we get a reservation update from your PMS.
Social Networks
Provide your social links that will be used in your booklets if you select the social component. Learn more about editing booklets here.
Inactive Conversations
If you check these, Akia will automatically reopen the chat if the connected staff has not sent a message after ~10 minutes and will close the chat if the guest has stopped replying after ~30 minutes.
Response Delay
Configure a delay for Akia’s automated replies. The default is Akia will immediately respond to a guest when possible but can be delayed for up to 10-15 seconds.
Request Escalation
Set the escalation time for your property and optionally choose to forward the conversation to a specific department if left unanswered.
Salutation Type
Specify how Akia should address the guest when you use the {{guest.honorific}} token.
Use Cases
- 🌒 Night shift: If a user is available throughout the night, set your availability hours to Available 24/7 so your team is notified of any late-night questions.
- 💨 Akia responds unnaturally fast: Your guests pointing out how your responses are unnaturally fast? Set your response delay to a couple of seconds to make the conversation seem more natural.