Knowledge

Besides the automatic email messages, MAPRO offers a live chat tool to make conversations with guests easier and more dynamic.

This option is for your direct bookings, either those from your website or those you manually enter into the system.

Guests who book properties on platforms like Airbnb, VRBO, and Booking.com will reach you through the platforms' chat tools, not MAPRO’s.

You can see and answer all chat messages from your direct bookings, Airbnb, VRBO, and Booking.com on MAPRO Unified Inbox – click here to see how it works.

How the Live Chat Works

1. A booking is created on your website or directly with your company
2. MAPRO sends the programmed automatic emails like “Booking Confirmation”
3. MAPRO also sends the “Live Chat” email, following to the rules you set (right after the booking is created, 48 hours before check-in time, etc).
4. The guest receives this email with a link: when they click the link, they’re directed to the chat window. Everything they write there, you see in MAPRO Unified Inbox. All your answers will be available to the guest on that link and by email.

Important: Enabling the chat does not replace the automatic email communications - the guest may choose not to use the chat, so it’s necessary to send the important information via email.

This is what the Live Chat email looks like:

This is how the guest accesses the chat:

How to Enable the Live Chat

There are 3 steps you should follow.

If you’re not familiar with these settings, don’t hesitate to ask our Support Team for help!

1. Access MENU > TEMPLATE > EMAILS, check the template called “Live Chat”, and make any changes you want.

If the template is NOT in the list, click "+ Email Template" on the right.

Select the "Live Chat" option, choose a title, and make sure the "type" of the template is "others". Then hit "Save".

After that, the template will be on the list and available for you to edit as you wish - change the message, the colors, etc.

2. Access MENU > COMMERCIAL > INTEGRATORS and confirm which “email group” is linked to integrators “System” and “Website”.

Make sure you’re NOT using the same group as Airbnb / VRBO / Booking.com because these channels already have their own chat tool. Create a new “email group” if necessary.

3. Access MENU > BOOKING > EMAIL RULES, open the “email group” linked to integrators “System” and “Website”, and create a new rule to send the “Live Chat” email.

Click the pencil icon to edit the group's name or to add notes;

Click the list icon to see and edit the rules.

Click "+Add Rule".

Set the rules for the automatic sending as you prefer and then click "Save".

After that, MAPRO will start sending the "Live Chat" link as you set.

You can see all automatic messages sent in each booking by opening the reservation and clicking "Documents/Emails".

On this screen, you see all messages sent and the ones scheduled to be sent.

You can even click the "eye" icon to preview the message.