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How can I get in touch with Support?
How can I get in touch with Support?

How to send an inquiry to us (includes general queries, booking move requests, bugs)

Joyce Octavo avatar
Written by Joyce Octavo
Updated over a month ago

Our Intercom chat messenger is always available to send us inquiries and facilitate the easier reporting of technical escalations via tickets.

Get Support via the PMS

  1. Log in to the PMS.

  2. Click on the blue chat bubble on the bottom-right of the page to open Intercom and select Send us a message. If you can't see the blue chat bubble, click the Real-time Ops menu option on the main navigation.

  3. Provide a short description of your query - this will serve as the subject of the query.

  4. Our bot will ask some preliminary questions and choose the option that best suits your query. If you have a bug or a technical issue to report, please follow this guide: I’ve encountered a bug, how do I report this?

  5. Our bot will also help with the query if it can be answered by any of our existing help articles, else it will route it to our Support queue.

  6. If it gets routed to our Support queue, it will be assigned a ticket ID and a member of our support team will pick it up from there.

How do I know if my query gets routed to the Human Support team?

Depending on the nature of your query, you may be asked a series of questions by our bot to gather information. This helps speed up the process by ensuring we fully understand the context of your problem, query, or request. Please make sure to respond to the bot.

If there is no response to the bot after 3 minutes, your chat will automatically close. You will need to re-open it on the same day or create a new message if more than 24 hours have passed.

Once you have answered all of the bot’s prompts, you will know that the information-gathering process is complete when you receive this message: ‘Connecting to our Human Support team… One of our specialists will review and respond soon. Thanks for your patience!

Need technical assistance?

If you have a bug or a technical issue to report, please follow this guide: I’ve encountered a bug, how do I report this?

Get Support via the Help Centre

If you can't access the PMS to get to the Intercom chat app but need technical assistance, you can open the chat app by clicking the text below or clicking on the footer of the Lavanda Help Centre.

Open the chat app 💬

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