FAQs

General

How Do I Access Akia?

• I forgot my password
• Please go here: https://sys.akia.ai/accounts/forgot and use the Akia email you’re registered with to request a password reset email. In that email, you’ll be able to update your password.
• Akia requires that passwords are at least 12 characters and contain at least one capital letter, number, and special character (e.g. !@#$%)

• I don’t see the verification email in my inbox
• Please check your spam folder or contact your IT manager (if applicable) to see if your domain is automatically filtering the email. The verification email would come from noreply@akia.com and can take a few minutes to be sent.

• I don’t have access to the email shown and can’t verify the login attempt
• If an Akia admin is already logged in, please have them add an email your team can access, to the Akia account so that you can proceed with email verification.
• If nobody is able to log in, please reach out to help@akia.com and we can assist

• The location in the verification email is different than my current location
• This can happen with IP-based location detection. It could be that your service provider is routing your internet traffic through the other location even though you are located somewhere else. If the verification email is received soon after you tried logging in on the new device, you can safely verify the log in attempt.

How Do I Enable/Mute Akia Notifications?

Chrome

Click on the "lock" icon next to the browser address bar, and then you can select Allow Notifications.

 

Safari

Click on Safari in the top left corner of your screen, go to Preferences > Notifications, and select Allow for sys.akia.ai.

 

Firefox

Go to Settings, search for Notifications in the search-bar and click Settings to bring up the pop-up window shown below. Change the status for sys.akia.ai from Block to Allow and Save Changes to re-enable your browser notifications.

1. Click on your profile picture in the top right corner

2. Select/unselect which notifications you want to be alerted to

3. Double-check your device settings to ensure Akia notifications are enabled

• [Desktop] I can’t enable notifications
• Please check if you are using the incognito browser window; notifications cannot be allowed in incognito mode so you will need to use a normal browser window to enable notifications in Akia

• [Desktop] I can’t view incoming messages
• If you’re connected to all of the guests in your Inbox (blue dot next to the guest’s name), you won’t be able to see unread messages. Regularly mark conversations as complete to see new unread messages

• [Mobile] I’m still not receiving notifications
• Please try uninstalling and reinstalling the Akia app completely and test notifications by texting your Akia phone number

How Can I Reset My Password/I Forgot My Password?

Guest Management & Communication

How Can I Switch to Email/SMS/WhatsApp?

How Do I Send a Message/Mini App to a Guest?

1. Go to your Inbox and assign the conversation to yourself by clicking Assign to Me at the bottom or at the top of the page

2. Once you are connected with the guest, the message bar will open and you’ll be able to type your message.
1. To send a message: type your message in the bar and click Send
2. To send a message template: click the Templates button to select your macro or scheduled message template (if you are in the WhatsApp or Email thread, those templates will also be selectable)
3. To send a Mini App: click on the magic wand icon and select the Mini App you want to send to them:

• I can’t toggle between macros or scheduled messages when I click the Templates button
• Zoom out of your browser window and that should allow you to switch between the tabs

• I can’t click Assign to Me at the bottom and the bar at the top of the message thread is yellow
• A yellow dot next to the chat thread and a yellow bar at the top of the message history indicates another team member is currently connected with the guest. If you want to send them a message, click Re-Assign to Me in the top right

How Can I Resend a Mini App to a Guest?

How Do I Manually Send a Scheduled Message to a Guest?

1. Go to your Inbox and assign the conversation to yourself by clicking Assign to Me at the bottom or at the top of the page (not required but good practice to assign the conversation to yourself)

2. Once you are connected with the guest, click the Templates button and go to the Scheduled Message tab to select your message
• You will be able to edit the message or send the message to the guest directly

• I can’t toggle between macros or scheduled messages when I click the Templates button
• Zoom out of your browser window and that should allow you to switch between the tabs

• I can’t click Assign to Me at the bottom and the bar at the top of the message thread is yellow
• A yellow dot next to the chat thread and a yellow bar at the top of the message history indicates another team member is currently connected with the guest. If you want to send them a message, click Re-Assign to Me in the top right

How Do I Check if a Guest Signed Their Agreement/Mini App?

1. Click on the Records header icon

2. Click on the + button in the far right and go to the Agreements folder to select the agreement you want to be shown (remember to hit Save at the bottom to have the column show up)
• Mini Apps would be in the Mini Apps folder

3. You’ll then be able to track if an agreement has been sent to the guest (grey arrow) and if the guest has signed it (blue check)

1. Click on the guest's name in your Inbox to pull up their conversation (or search for the guest in the search bar to the left of your name)

2. In the guest sidebar, scroll down to view the Mini Apps widget
• If the guest has signed their agreement, the Signed/Submitted flag will show, otherwise it will show as Awaiting Signature/Submission

• The wrong agreement was accidentally sent to the guest, how do I delete it?
• Click on the agreement in the guest profile (shown above) and in the preview that shows, hit Void to delete the agreement - this will prevent the guest from viewing it in the future
• Note: you cannot void/delete an agreement after the guest has signed it

• The guest received the wrong agreement, can I manually generate a new one for them?
• Click on the + Create button to generate the agreement again for the guest to sign

How Do I Mass Text In-House Guests (Broadcast)

1. Go to the Records tab

2. Use the filters on the left to define the guests you want to reach
• Example 1: Use the Arrival Date filter with today’s date to create a list of all guests arriving today.
• Example 2: Use the In-House date filter with Thursday’s date to create a list of all guests arriving on Thursday.

3. Click Select All at the bottom to choose all guests in the list.
• You can also select or un-select guests individually.

4. Click Broadcast

5. Type in the message you wish to send or use a Macro. You can insert message tokens using the Magic Wand icon.
• Specify the platforms to fall back to.
• Optionally attach a file, such as an image or PDF.
• Optionally specify a time in the future for your message to send.

6. Click Ok to queue the Broadcast

1. Go to the Records tab

2. Click the clock icon to the right of the Broadcast button to pull up your Broadcast history

• The Broadcast button is greyed out
• Either there are no guests selected or you have used up your monthly allotment of Broadcasts (shown in the counter to the left of the Broadcast button). Please reach out to us in the Support Chat or at help@akia.com for more assistance.

Mini Apps & Automation

My Guests Cannot Upload Their ID/Photo to the Mini App

How Do I Edit or Create a Mini App?

How Do I Customize My Mini Apps Based on the Guest’s Room Number

1. Set up your custom attributes based on the guest’s room number. Note that these custom attributes can be used anywhere - like scheduled messages, direct messages with guests, Agreements, etc.
• Advanced: Custom Attributes
 



 

2. Create your Mini App and instead of creating unit-specific Mini Apps, put the custom attribute token created in step 1 in the field for it to populate based on the guest’s room number.
• Create and Edit Mini Apps
 

How Do I Create a New Scheduled Message/Action or Edit a Current One?

1. Click on the lightning bolt at the header to configure your automations

2. Click + Add Touchpoint and choose what type of action you want to create
• If you want to Edit a scheduled message, just click on the message bubble in question

3. In the sidebar that appears, you are able to customize when the message sends, who it sends to, and any variants to the message

4. Click on the default message under the Action Variants section to write your message



 

5. Scroll down and compose your message in the default Text Message field and hit Ok to save



 

6. You will be taken back to the Scheduled Action sidebar and can now see your message preview under the Action Variants section

7. Click Start to save the scheduled message and have it begin sending to tomorrow’s guests



 

• + Add Scheduled Action is greyed out and I can’t add another action
• You have used up all of your available automations. Please reach out to us in the Support Chat or at help@akia.com to add more to your account.

• My scheduled message didn’t send
• Please refer to this help article for more assistance: Scheduled Messaging Issues

How Can I Only Send a Scheduled Message to VIP Guests?

1. Create a new automation (scheduled message) if applicable from the steps above or in this article: Create and Edit Automations

2. Add a variant with the condition VIP and is true and add any other variations to the message based on other conditions
• Advanced: Variants
• Advanced: Conditions

3. Ensure that the variant is at the top of the priority list and hit Ok to save

1. Create a new automation (scheduled message)
• Create and Edit Automations

2. Add the condition VIP and is true
• Advanced: Conditions

How Do I Edit the Message Sent When a Guest…

• Agreement - Completion Message

• Create an Event Trigger for when an Order is Created and send a message to the guest.

• WhatsApp templates cannot be edited after they have been submitted/approved, please create a new template with your edits and submit it for review.

How Do I Send Both a Scheduled Email and Text Message to a Guest

• Create and Edit Automations

Internal Management

How Can I Add New Users?

1. Go to the Staff & Departments page of Settings

2. Click on + New User

3. Provide the required information

4. Hit Ok

5. Akia will automatically send an invite link to the user’s email

How Do I Communicate With My Team Members?

1. Click the + next to Inbox and select Team Chat

2. Give a topic to the discussion and quickly subscribe multiple departments/users to the chat

3. Once the chat has been created, all users will be notified of new messages and you’ll be able to add/remove users at any time

How Do I Manage Menu/Upsell Orders?

1. Go to the Orders tab

2. You’ll be able to view incoming, in progress, and today’s completed orders on the first screen
• Switching to Archive will allow you to view older orders specified by date

3. For incoming orders, click Accept to move it to the in-progress section, and then Complete to mark it as done
• Clicking Cancel will remove the order from the Dashboard and move it to the Archive page

How Can I Change a Standard User to Admin or Vice Versa? (Admins Only)

1. Go to Settings

2. Navigate to the Staff & Departments tab (under the Property section)

3. Click on the user’s name and toggle the Admin status

4. Click Ok to save

Will ___ Be Sent Back to My PMS?

I’m Having Other Issues