This article is for all Lavanda users who want to resolve questions faster and reduce dependency on Support. Learn how to navigate the Help Centre effectively and how Ava, our AI Support Agent, can help you find the answers you need — instantly, without waiting for human assistance.
Case scenarios
You’re unsure how to reverse a receipt and want to learn the steps.
A team member asks a question that’s already answered in an article.
You’re reporting a bug, but you’re not sure if it’s really a bug or a misunderstanding of how a feature works.
Pre-requisites
You must have access to the Lavanda Help Centre and be logged in to the PMS.
Ava is available through the Intercom messenger in the PMS or on the Help Centre.
How to use the Help Centre efficiently
Step-by-step
1. Start with search
Use the search bar on the Help Centre homepage. Think in keywords, not full sentences. For example:
"Correct invoice"
"Add guest to booking"
"Cancel reservation"
"Nightly rate pricing"
✅ Tip: Keep your search terms short and simple for better results.
2. Browse by category
Not sure what to search for? Explore Help Centre sections such as:
Invoices and payments
Bookings and calendar
Housekeeping & maintenance
Front desk operations
✅ Tip: If you're new, start with The Basics category.
3. Stay updated with product changes
We publish updated and new articles for every feature release. These reflect the most current version of the system — unlike training recordings that may quickly become outdated.
✅ Tip: Bookmark the Lavanda News Centre or Product Release Notes section to stay updated.
4. Use step-by-step guides and videos
Many articles include:
A Video walkthrough to visually explain the process
A Step-by-step section with screenshots
✅ Tip: Skim through article headings first to find what you need faster.
5. Designate a Help Centre champion
Empower someone on your team to:
Understand how to navigate the Help Centre
Help others find the right articles
Stay informed of product updates
Create short internal SOPs using official materials
✅ Tip: Don’t reinvent the wheel — copy key links and add internal notes.
How to ask better questions using Ava, the Lavanda AI Support Agent
Step-by-step
1. Start with Ava
When you open the Intercom messenger, Ava is your first line of support. Simply type your question and Ava will search the Help Centre for answers.
You can ask questions like:
"How do I refund a payment?"
"Where do I add a guest email?"
"How to take SEPA payments?"
Ava responds instantly with suggestions from our Help Centre articles.
✅ Tip: Ava understands both English and Spanish — feel free to ask in either language. We'll add more languages if needed.
2. Be curious before reporting a bug
Before reporting a bug, ask yourself:
Is this a feature I don’t fully understand?
Did I check the Help Centre or ask Ava first?
If you still need help:
Mention the article you already read.
Explain where you’re stuck.
Attach a screenshot or booking reference.
✅ This helps us support you faster and avoids duplicate training sessions.
3. Escalate if needed
If Ava doesn’t resolve your query, click "Talk to a person 👤" to reach a human agent.
✅ Tip: Please note that human Support agents are often focused on investigating and resolving complex issues. Using Ava and the Help Centre helps reduce waiting times and allows the team to assist with priority issues more efficiently.
Important things to note
Ava pulls answers directly from the Help Centre and knowledge base.
Ava responds in Spanish if you write in Spanish.
Human support is always available — Ava simply helps filter common questions first.
You can always browse help articles directly — Ava is an added shortcut.
Related articles
You don’t need to wait for answers. Use the Help Centre and Ava to find what you need, when you need it. Remember — the more context you give, the faster we can assist you. By starting with Ava and self-service resources, you're helping our team focus on resolving the more complex issues that matter most.