This article helps you reach the Lavanda support team from inside the PMS and give them what they need to resolve your issue quickly.
Before you begin
Sign in to the property management system (PMS).
Gather the details of your issue, such as the workspace name, the booking reference, and what you expected to happen.
What you need to know
Open the messenger
In the navigation menu, select Need help?
The messenger opens a conversation with Ava (Lavanda AI Support). The conversation header also reads The team can also help.
Describe your issue in the message box.
The messenger home offers Search for help to find an article, Send us a message to start a conversation, and Create a ticket to raise a structured request. The messenger tabs are Home, Messages, Help, Tasks, and News.
Describe the problem, not the escalation
Ava answers first and can resolve most questions, requests, and issues. Ava passes the conversation to a person when it cannot help.
Start with what happened, for example a payment that has no receipt.
Name the workspace and include a link to the affected booking, unit, or invoice.
Answer the follow-up questions. The support team needs the same information, so skipping them slows the reply.
Follow a conversation
The Messages tab lists your conversations with Lavanda. Open a conversation to read the latest reply or to add more detail.
When would you use it
You have a question about how a part of the PMS works.
Something in the PMS behaves differently from what you expected.
You need a change that you cannot make yourself.
You want to check whether a wider issue has already been reported.
Things to note
Open one conversation for each separate issue, so each one can be tracked to resolution.
If you have several examples of the same issue, gather them into one document with links and send them in a single conversation.
If the support team asks you to split examples into separate conversations, follow that guidance.
Confirm when your issue is resolved. That confirmation closes the conversation and improves later answers.
Check the Lavanda status page for current service incidents before reporting a widespread outage.