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FAQs

View commonly asked questions about the platform


General

How Do I Access Akia?

Akia is web-based, so you can access it on any browser (desktop or mobile) by going to https://sys.akia.ai/.

 

For reference, https://sys.akia.com/ does work; however, some third-party widget functionality is not supported so we strongly recommend using the .ai website link.

 

How Do I Enable/Mute Akia Notifications?

Instructions by Desktop Browser

Chrome

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

Clicking the lock icon in the search bar will bring up the notification toggle option.
Clicking the lock icon in the search bar will bring up the notification toggle option.
 
Safari

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

You will need to allow notifications in the popup window rather than in the browser itself.
You will need to allow notifications in the popup window rather than in the browser itself.
 
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.

Going to the sidebar and clicking on Settings will allow you to get to the Notification settings where you can allow/block Akia notifications.
Going to the sidebar and clicking on Settings will allow you to get to the Notification settings where you can allow/block Akia notifications.
 

Mobile

  1. Click on your profile picture in the top right corner
  1. Select/unselect which notifications you want to be alerted to
  1. Double-check your device settings to ensure Akia notifications are enabled
 

Common Issues

  • [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?

Go here: https://sys.akia.ai/accounts/forgot and input the email your Akia account is under to get a password reset link.

 

Guest Management & Communication

How Can I Switch to Email/SMS/WhatsApp?

Desktop

Click on the Platform button in the top left corner of the message thread to switch between platforms. Note that if a guest does not have an email/phone number, the email and SMS/WhatsApp platforms will not be available respectively.

 
Notion image
 

Mobile

In the floating bubble while in a guest thread, click on the SMS/Email/WhatsApp icon to switch the platform:

 
Notion image
 

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

Notion image
 
  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
  1. 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:
Notion image
 

Common Issues

  • 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
    • Notion image
  • 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 Manually Send a Scheduled Message to a Guest?

Notion image
 
  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)
  1. 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
 
Notion image
 

Common Issues

  • 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
    • Notion image
  • 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?

In the Records Tab

  1. Click on the Records header icon
  1. 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
  1. 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. Notion image
 

In the Guest Profile

  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)
  1. 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
Notion image

Common Issues

  • 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
 

For more information on agreements, please refer to this article: Create and Edit Agreements

For more information on Mini Apps, please refer to this article: Create and Edit Mini Apps

 
 

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

Notion image
 
  1. Go to the Records tab
  1. 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.
  1. Click Select All at the bottom to choose all guests in the list.
      • You can also select or un-select guests individually.
  1. Click Broadcast
  1. Type in the message you wish to send or use a Macro. You can insert message tokens using the Magic Wand icon.
      • Optionally attach a file, such as an image or PDF.
      • Optionally specify a time in the future for your message to send.
  1. Click Ok to queue the Broadcast
 
Notion image
 

How Do I View Previous Broadcasts or Cancel a Broadcast?

  1. Go to the Records tab
  1. Click the clock icon to the right of the Broadcast button to pull up your Broadcast history
Notion image
 

Common Issues

  • 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

How Do I Edit or Create a Booklet (Compendium)?

  1. Click on your profile picture and go to Settings
    1. Notion image
 
  1. Click on the Booklet you want to edit or click + New Booklet to create a new one
    1. Notion image
 
  1. While in the editor, you can change the booklet as needed:
      • Edit the Booklet name by clicking on the pencil icon in the top left corner
      • Delete any components by hovering over them and clicking on the six dots to the left
      • Add a new line by clicking on the + next to the six dots icon
      • Edit text by clicking on the text and editing like usual
      Notion image
  1. Save the Booklet by clicking the Publish button at the bottom of the screen
      • Any changes will also be automatically saved and will show up in the Booklet preview on the right side
 

Guide for Creating a New Booklet

Notion image
 

For more assistance, please refer to this article: Create and Edit Booklets

 

Common Issues

  • I can’t see the bottom icons in the Booklet preview
    • Your browser page is too zoomed in, zoom out of your browser to view the navigation icons
    • You need at least 2 pages in your bottom bar for the icons to appear
 

How Do I Customize My Booklets 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.
    1.  
      Notion image
       
  1. Create your Booklet and instead of creating unit-specific Booklets, put the custom attribute token created in step 1 in the field for it to populate based on the guest’s room number.
    1.  
      Notion image
 

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

 
Notion image
 
  1. Click on the lightning bolt at the header to configure your automations
    1. Notion image
  1. 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
  1. In the sidebar that appears, you are able to customize when the message sends, who it sends to, and any variants to the message
  1. Click on the default message under the Action Variants section to write your message
    1. Notion image
       
  1. Scroll down and compose your message in the default Text Message field and hit Ok to save
    1. You can also click the dropdown under the
      You can also click the dropdown under the Actions header to select a different action to run.
       
  1. You will be taken back to the Scheduled Action sidebar and can now see your message preview under the Action Variants section
  1. Click Start to save the scheduled message and have it begin sending to tomorrow’s guests
    1. Notion image
       

For more information, refer to our other articles here:

 

Common Issues

  • + 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.
 

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

Using Variants

Notion image
  1. Create a new automation (scheduled message) if applicable from the steps above or in this article: Create and Edit Automations
  1. Add a variant with the condition VIP and is true and add any other variations to the message based on other conditions
  1. Ensure that the variant is at the top of the priority list and hit Ok to save
 

Without Variants

Note that you are only able to send this scheduled message to guests who are VIPs. Unlike variants, you are unable to add other variations to the message without getting more automations for your account.

  1. Create a new automation (scheduled message)
  1. Add the condition VIP and is true
 

How Do I Edit the Message Sent When a Guest…

Signs an Agreement

 

Orders From a Menu (Note: The Order Receipt Will Always Send to Guests)

 

Clicks on the Quick Reply Label in a WhatsApp Template

 

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

Currently, we only send scheduled messages through one platform at a time based on priority. If you want to send through multiple platforms at the same time, you will need to create multiple automations each with its own selected platform.

 
This message is sent via SMS, and only if the message is undeliverable will the email be sent
This message is sent via SMS, and only if the message is undeliverable will the email be sent
 
Two touchpoints would be needed to send a booking message on multiple platforms
Two touchpoints would be needed to send a booking message on multiple platforms
 

Internal Management

How Do I Communicate With My Team Members?

Use our team chat feature to send announcements to all employees at your property, messages for a specific department, or an individual message. You can even use our team chat feature to help onboard new users to your property and familiarize them with your policies/FAQs along with Akia’s functions.

 
Notion image
 
  1. Click the + next to Inbox and select Team Chat
  1. Give a topic to the discussion and quickly subscribe multiple departments/users to the chat
  1. 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
 

If you want to use a team chat for internal training, don’t mark it as announcement only so all participants can ask for help. In the Notes section of the sidebar, include any repeat topics for quick access.

 

For more assistance: Create and Manage Team Chats

 

How Do I Manage Menu/Upsell Orders?

  1. Go to the Orders tab
  1. 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
  1. 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
 
Notion image
 

For more assistance, refer to our article here: Manage Order Requests

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

  1. Go to Settings
  1. Navigate to the Staff & Departments tab (under the Property section)
  1. Click on the user’s name and toggle the Admin status
  1. Click Ok to save
 

Will ___ Be Sent Back to My PMS?

Each PMS has different integration capabilities so please reach out to us in the Support Chat or at help@akia.com so we can confirm if we’re able to send the information in question back to your PMS or not.

 

I’m Having Other Issues

 
 
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