Chat Notifications will not be sent if you have your Automated Assistant switched on. This is because the Automated Assistant is designed to answer guest questions for you instantly. Even if it can't answer a guest's specific question it will still respond and give them the opportunity to ask a different question, or to collect their email so that your team can get back to them later. If you would prefer for your Chat Agents to receive Chat Notifications, you'll need to switch off the Automated Assistant in order for that to happen.

If your Automated Assistant can't answer a question and the guest doesn't leave their email, a member of your team will need to reassign that conversation to themselves - it will not automatically go back into the Unassigned queue. This is because for busy hoteliers answering questions for guests who are most likely no longer online is not the best use of time. It's much better to handle the live questions first and check through AutoAgent responses for any unanswered questions when you have time.

However if you do use the Automated Assistant your team will be sent an email at 9am local time each day with any leads that the Automated Assistant has collected for you the day before.

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