If you need assistance using the Lavanda platform, have general queries, or need to report a technical issue, our Intercom chat messenger makes it simple to reach out. This article outlines how to access Support, what to expect from Ava (our AI Support Agent), and who to contact for specific types of support.
Get Support via the PMS
Case scenarios
You can use the Intercom chat messenger to:
Ask general questions about using the platform
Request booking changes or move requests
Report bugs or technical issues
Update inventory or availability
Add a new user
Report a no-show or missing reservation
Pre-requisites
To access Intercom chat, you must:
Be logged into the Property Management System (PMS) or Help Centre
Have the correct user permissions to access the relevant menu options
How to contact Support via the PMS
You can open Intercom chat in two ways:
Step-by-step
Click the blue chat bubble in the bottom-right corner of any page.
Select Ask a question to begin your query.
If the chat bubble isn’t visible, click on the Real-time Ops menu option in the main navigation.
Alternatively, click the Need help? link on the left-side navigation bar.
If it’s not visible, scroll down or minimise the menu options to reveal it.
Once the chat is open:
Click Ask a question and clearly describe your request or issue — for example, “A guest’s payment isn’t showing in the system” or “The calendar isn’t loading for Property X”, instead of vague phrases like “I have a question”, “There’s an error”, or “I want to talk to a person”.
Ava, our AI Support Agent, will ask a few follow-up questions and guide you through the resolution process, just like our Human Support team. In most cases, Ava can provide the same answers or steps — only confirmed bugs are escalated. Ava will help determine whether your issue is a bug that needs further investigation.
If you have multiple issues
When reporting issues, try to open a new conversation for each distinct problem. However, if you have multiple examples of the same issue, you can compile them into a document or spreadsheet with booking links and screenshots. Please categorise the issue before reaching out. If Support advises that the examples need to be split into separate conversations, follow their guidance — each conversation is tied to a JIRA ticket and must be tracked individually to ensure resolution.
Note: If there’s no response from you after 3 minutes, the chat will close automatically. You’ll need to reopen the chat within the same day or start a new one if more than 24 hours have passed.
How do I know if my query gets routed to the Human Support team?
You’ll know you’ve been connected to a human when you see:
"Connecting to our Human Support team… One of our specialists will review and respond soon. Thanks for your patience!"
How to contact Support via the Help Centre
Video walkthrough
Step-by-step
If you can’t access the PMS:
Visit the Lavanda Help Centre.
Click the blue chat bubble in the bottom-right corner of the page.
Follow the same process to ask your question via Ava.
Support options for Operational Support customers
If you're on our Operational Support service, here's who to contact depending on your request:
Scenario | Intercom | Client Advisor | Guest Experience Team (GET) |
I want to add/change the units on the PMS | ✅ Open Intercom chat and choose "I want to update inventory" | ❌ | ❌ |
I want to update the prices | ❌ | ✅ Get in touch with your Client Advisor | ❌ |
A guest wants to extend their stay | ❌ | ❌ | ✅ Tag |
I have an issue with the PMS | ✅ Talk to Ava, or report a bug via Intercom | ❌ | ❌ |
I want to add another user | ✅ Talk to Ava via Intercom | ❌ | ❌ |
A cancelled reservation arrives on site | ❌ | ❌ | ✅ Tag |
I want to change the dates of availability | ✅ Open Intercom chat and choose "I want to update inventory" | ❌ | ❌ |
A guest didn’t show up / reporting a no-show | ✅ Open Intercom chat and choose "Report a no show" | ❌ | ❌ |
Missing reservation on the PMS | ✅ Talk to Ava or report a bug via Intercom (include Confirmation Number) | ❌ | ❌ |
Any other inventory updates | ✅ Open Intercom chat and choose "I want to update inventory" | ❌ | ❌ |
Note: Read more here on who to contact depending on your Lavanda setup and the nature of your request.
Important things to note
Ava is available 24/7 to help with queries and escalate to a human when needed.
The Human Support team is available during regular business hours.
Be sure to answer all Ava’s questions to ensure a faster response from Support.
For Operational Support customers: Tagging the Lavanda Guest Experience Team in internal notes is recommended for booking-related actions.
Best practices when reaching out to Support
To ensure you receive fast and effective support:
Start with the problem, not the escalation.
For example: “A payment doesn’t have a receipt.” instead of “I want to raise a ticket.”
Respond to Ava’s questions — they are essential. Skipping them delays support, as the same questions will need to be asked again by the Human Support team.
Always confirm when your issue is resolved. This helps us improve our services and train Ava more effectively.
Ava can already resolve most technical requests. Please describe your issue directly — avoid starting with “I want to raise a ticket.”
If you identify multiple examples of the same issue (e.g. multiple bookings impacted by the same bug), you may avoid opening separate tickets by compiling all examples into an Excel sheet or document with booking links and screenshots. Categorise the issue first before contacting Support.
If the Support team informs you that examples need to be treated as separate issues, please follow their guidance. Each conversation is linked to a JIRA ticket that needs to be monitored independently — multiple issues in one ticket delay resolution.
Tip: If Ava asks follow-up questions, answer them — it’s the same information our Support team will need.
Related articles
Getting in touch with Support is quick and easy using the Intercom chat messenger. Whether you're updating inventory, requesting support, or reporting an issue, Ava will help guide you to the right solution or hand you over to our Human Support team when needed. Be sure to include all relevant details to speed up your support experience.