How to format text on Live Chats?

In this guide, we will explore text formatting in our Live Chats tab and how it can be a powerful tool to provide exceptional service to travelers. Here, you will learn how to customize the messages you send to travelers in real time, such as making them bold or italic, or creating numbered or bulleted lists. As technological partners in the hotel industry, we are committed to empowering our users to optimize the use of our solutions, such as the revolutionary AI Agent and the Omnichannel platform, in order to deliver excellent service and further boost their direct reservations.

Covered Topics

Text Formatting Types

Formatting Limitations by Channel

Best Practices

Step by Step

Text Formatting Types

Proper formatting can make a significant difference in the understanding and impact of your responses to travelers. Let's look at the main formatting types available on our platform:

1. Paragraph:

When providing detailed information or broad contexts, the paragraph format is ideal. For example: "Dear traveler, welcome to our hotel! We are excited to have you at our establishment and ensure a memorable stay. Our spacious rooms and luxurious amenities await you to provide an unforgettable experience."

2. Heading 2 and Heading 3:

Use these headings to create a clear hierarchy and highlight important sections. For example:

Heading 2

Heading 3

3. Bold, Italic, and Underline:

These styles can be used to emphasize key information or add a subtle emphasis. Example:

"Experience the unparalleled luxury of our elite suites, designed to exceed your expectations."

4. Numbered List and Bulleted List:

Use lists to present items or steps in an organized manner. Examples:

Numbered List:

1. Check in from 3:00 PM.
2. Enjoy our world-class spa.
3. Savor exquisite dishes at the hotel restaurant.

Bulleted List:

• Leisure activities for the whole family.
• Dedicated team to cater to your needs.
• Prime location near major local attractions.

Formatting Limitations by Channel

Formatting can vary depending on the customer service channel, so be aware of limitations when choosing the appropriate style. While formatting might appear available through our dashboard, it may be altered in the traveler's view. Here's how each Omnichannel channel behaves today:

• Website: Supports a wide range of formatting, including paragraph, heading 2, heading 3, bold, italic, underline, numbered list, and bulleted list.
• WhatsApp and Facebook: Compatible with bold, italic, numbered list, and bulleted list.
• Instagram: Accepts only numbered and bulleted lists.
• Google Business Messages: Supports bold and numbered list.

Good Practices

To stand out in live customer service, we suggest some valuable guidelines:

1. Balance between Details and Clarity: Provide comprehensive information without overwhelming the traveler.

2. Strategic Highlighting: Use bold for important information and italic for subtle emphasis.

3. Hierarchical Organization: Use headings to structure content and facilitate reading.

4. Lists for Guidance: Adopt lists to guide step by step or highlight key points.

5. Channel Adaptation: Remember the format limitations in each channel for consistent communication.

Step by Step

To format the message sent to the traveler in our live customer service, simply follow these steps:

1. Access your Administrative Panel.

2. Go to the Live Chats tab.

3. Choose the service through which you wish to communicate directly with the traveler.

4. Interrupt the robot's responses by clicking on Take over chat on the active robot button or directly in the conversation, as shown in the image below.

5. Now, just write your text and select the part you want to format. Our formatting tool will be automatically available on the screen for editing your message. Simply select the desired configuration and send the message to the traveler.

Conclusion

Text formatting in live customer service is a powerful tool for conveying information clearly and effectively to travelers. Mastering the many styles and adapting them to the limitations of service channels will allow our customers to achieve an extra level of communication. We remain committed to supporting our customers on the journey to providing unforgettable traveler experiences. If you have more questions or need assistance, our support team is available to help.