How to use the Mews Digital Assistant in Mews POS

Mews POS

This article explains how to use the Mews Digital Assistant in Mews POS to get support answers and open tickets.

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 Support in Mews POS. This is accessible to you 24/7. The chat opens at the bottom right side of your screen.

ⓘNote: The Mews Digital Assistant sends all email transcripts from a no-reply email. Mews POS does not monitor this email address.

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:

  • Provide background information, for example, "I would like to make a composite product, how do I make the different component products?".
  • Be precise, for example, "How do I move an order to a different table?".
  • Avoid acronyms when possible, for example, instead of "How do I set up the MBE?" ask "How do I set up the Mews Booking Engine?".
ⓘNote: There is a 200-character limit for each query.

If you are unable to get answers to your question with the digital assistant's help, you can ask the assistant to create a support ticket and send it to Mews Support on your behalf. When you submit a support ticket, you automatically receive an email with your case number. 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: What are QR codes used for?

Mews Digital Assistant: QR codes are used in digital ordering in the hospitality industry to connect customers to the digital menu and their unique order. Here's how it works:

  • Customers scan the QR code, which takes them to the home page of the Order at Table interface with a unique order already opened.
  • The QR code can also be used to allow multiple customers to access the same order.
  • Items can be ordered simultaneously by multiple customers and are displayed in the cart in a chronological sequence.
  • If the same item is added by several people, the item is added to the cart as a separate line.
  • Customers can ask a staff member to split the table order into several orders.
  • Each customer can then access their split order via QR code and pay for it from the table.

Q: How do I create a product?

Mews Digital Assistant: Creating a product in Mews POS involves the following steps:

  1. Sign in to your Mews POS account on the web.
  2. In the main menu, select Products.
  3. Click +ADD to add a new product.
  4. Enter the name under the Name line.
  5. A tile label is displayed in the app product list next to the full name. It is automatically generated once you name your product, but can be defined or renamed.
  6. Select the tile icon colour from the spectrum or add an image by clicking Select a file. The recommended image format is a square of at least 100x100 pixels.
  7. Enter the unit price of the product.
  8. If the tax is calculated in the price, move the slider to the right at a specific tax rate. Make sure that in Settings > General the slider All taxes are included in my prices is enabled.
  9. When finished, click SAVE. The product is now visible in the product list.
  10. To make products visible and available in the app, re-enter the application on your mobile devices.

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 POS, click Support 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.

You can learn more about Mews Customer Support in our help article What is Standard Support and how to subscribe to Premium Support?

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