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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

How to get in touch with us

You can chat with us in two ways:

  1. Via the Blue Chat Bubble: Click on the blue chat bubble on the bottom-right of the page to open Intercom and select Ask a question. If you can't see the blue chat bubble, click the Real-time Ops menu option on the main navigation.

  2. Via the Need help? link: Click the Need help? link on the main navigation bar found on the left-side of the page. Depending on your user role and permissions, you may need to minimise the menu options or scroll all the way to the bottom to see this option.

How to ask a question or get in touch with Support

  1. Once you've managed to open the Intercom chat messenger, provide a short description of your query - this will serve as the subject of the query.

  2. Ava, the Lavanda AI Support Agent will ask some preliminary questions and will attempt to answer your query. For more information on how Ava works, read more here: Introducing Ava, the Lavanda AI Support Agent

  3. If the answer didn't help you, you can choose to talk to our Human Support team, and Ava will present you with options that best suit 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?

  4. 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?

If you're still looking for further support from our Support Team, select "Talk to a person".

Depending on the nature of your query, you may be asked a series of questions by our Lavanda AI Support Agent to gather information before handing you over. 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 questions.

If there is no response from you 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 required 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 blue chat bottom found on the bottom right of the Lavanda Help Centre.

Open the chat app 💬

Support Options for Operational Support Customers

If you are on the Operational Support service, here's when to reach out for support:

  • Use the Intercom chat messenger for:

    • Adding or changing units on the PMS

    • Resolving PMS-related issues

    • Adding a new user

    • Changing availability dates

  • Contact the Guest Experience Team (GET) directly on the booking by tagging them on the Internal Notes for:

    • Guests wanting to extend their stay

    • Handling a canceled reservation that arrives on-site

  • Reach out to your Client Advisor for pricing updates and strategic guidance.

Here's a nifty table to make it simpler:

Scenario

Intercom

Client Advisor

GET

I want to add/ change the units on the PMS

Open Intercom chat, and choose "I want to update inventory"

N/A

N/A

I want to update the prices

N/A

Get in touch with your Client Advisor.

N/A

A guest wants to extend their stay

N/A

N/A

Tag the @LavandaGuestExperienceAssociates in the Internal Notes.

I have an issue with the PMS

Talk to Ava, or report a bug via Intercom.

N/A

N/A

I want to add another user

Talk to Ava via Intercom.

N/A

N/A

A cancelled reservation arrives on site

N/A

N/A

Tag the @LavandaGuestExperienceAssociates in the Internal Notes.

I want to change the dates of availability

Open Intercom chat, and choose "I want to update inventory"

N/A

N/A

A guest didn’t show up / reporting a no-show

Open Intercom chat, and choose "Report a no show"

N/A

N/A

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