How to use the Mews Digital Assistant in Mews Operations

The Mews Digital Assistant is an AI-powered chatbot which offers support at your fingertips. The chatbot provides support for troubleshooting, general information, how-to instructions and more, so you can get answers to your queries the moment you need them. To access the Mews Digital Assistant, click on the  Help / Contact us icon in Mews Operations. This is accessible to you 24/7. The chat opens at the bottom left side of your screen and remains open until you finish your conversation with the digital assistant.

Mews Digital Assistant.jpg 

In this article, you can learn about:

How to use the digital assistant

The Mews Digital Assistant sources answers to your questions from the help articles within the help centre. It also offers further reading to give you more context. To receive a more accurate response, when asking the digital assistant a question you should:

  • Provide background information, for example, "Rooms were booked by the contact person, how do we get the correct guest names in the room overview?".
  • Be precise, for example, "Why is my room status dirty?".
  • Avoid acronyms when possible, for example, "How do I set up the Mews Booking Engine?" instead of "How do I set up the MBE?".
ⓘNote: There is a 200-character limit for each query.

If you are unable to answer your question with the digital assistant's help, you can ask the assistant to transfer you to a live agent.

You can also upload a file to your support ticket. The file must be in .txt, .xml, .jpg, .png, .pdf, .mp4, or .jpeg format.

You can view and track all your support cases in the Support Cases page.

  1. In Mews Operations, click the profile icon at the top right of the screen and select Support cases.
  2. Each case shows its status: In Progress, Waiting for customer, or Closed.
  3. You can reply to open cases directly, closed cases are read-only.
  4. You can learn more in Support cases in Mews Operations.

Illustrative examples

The Mews Digital Assistant can help you with many types of questions. Here are some examples of questions you can ask and responses the digital assistant gives.

Q: Why is my room status dirty?

Mews Digital Assistant: The status of a room in Mews changes to 'Dirty (Legionella)' if the status of the space has been on 'cleaned' or 'inspected' for 7 days. This is done to prevent the spread of Legionella, a bacteria that live in water and can cause a pneumonia-type illness. To prevent it from spreading, all water sources in a room need to be flushed every 7 days if a room is not occupied. You can find these changes when you export the Space Status report.

If the space status has been changed meanwhile to 'Out of Service (OOS)' or 'Out of Order (OOO)', this setting will not be triggered. The space status only changes to 'dirty (legionella)' when the space status has been on 'Inspected' or 'Clean' for the last 7 nights. For more information, you can check out this article: Why is my Space status — Legionella?

Is there anything else you would like to know?

Q: How do I make a reservation?

Mews Digital Assistant: To make a reservation, you can follow these steps:

  1. Choose the service, the dates, and space of the guest's stay.
  2. Add reservations to your cart.
  3. If you're creating multiple reservations, click on 'Add another reservation', and repeat steps 1 to 4.
  4. After adding every reservation to your cart, click 'Next'.
  5. Add the final details like the customer's name, the origin of the reservation, and other reservation details.
  6. Choose whether the reservation is Confirmed, Optional, or Inquired.
  7. Choose whether you want to send the customer a 'Confirmation' email for a confirmed reservation or a 'Quotation' email for an optional or inquired reservation.
  8. Click on 'Book now' to book the reservation.

Q: Rooms have been booked by the contact person; how do we get the correct guest names in the room overview?

Mews Digital Assistant: To update the guest names in the room overview, you can follow these steps:

  1. Open the guest profile and access the reservation which needs to be updated.
  2. Access the Group tab from the reservation module and add the desired guest as a New companion.
  3. Once the proper guest has been added to the booking, the ownership needs to be transferred by clicking on the icon beside the new guest's name.
  4. Once the ownership has been transferred, the original guest can be removed by clicking on the 'X' beside their name.
ⓘNote: Only existing customers can be added as a companion.

How to save chat transcripts

You can download or email yourself a transcript of your chat with the digital assistant at any time:

  1. In Mews Operations, click the Help / Contact us icon on the top right of the screen.
  2. In the chat, click Settings.
  3. To email the transcript, click Email transcript and enter your email address.
  4. To download the transcript, click Download Transcript.

A feedback form appears once you complete your interaction with the digital assistant. To help improve the Mews Digital Assistant's accuracy, rate your chat experience by selecting the thumbs up or thumbs down.

You can learn more about submitting a support ticket in our help article How to open a support ticket in Mews Operations.

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