In this guide, we'll explore how to format texts in live support and how it can be a powerful tool for providing exceptional service to travelers. Here, you'll learn how to customize the messages your virtual assistant uses to respond to travelers. You'll learn, for instance, how to make text bold, italicize, and create bulleted lists.
Formatting Types in the Questionnaire
Proper formatting plays a crucial role in the clarity and effectiveness of responses provided by the virtual assistant to travelers. Below are the formatting types available to customize and enhance responses:
1. Bold:
Use bold to highlight important information and draw attention to crucial details. For example:
"You can enjoy exclusive spa services during your stay with us."
2. Italic:
Italic is useful for subtly emphasizing specific words or phrases. For example:
"Our restaurant offers a variety of local and international dishes to satisfy all tastes."
3. Bullet Point List:
Bullet point lists organize information into distinct points, making them more readable. For example:
"During your stay with us, you can enjoy:
- Heated outdoor pool.
- State-of-the-art gym.
- Lounge bar with exclusive cocktails."
Best Practices
To optimize the use of formatting in live support and enhance the traveler's experience, consider these tips for a strategic use of response formatting tools:
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Smart Synthesis: Use bold to highlight essential information in longer responses.
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Elegant Emphasis: Utilize italics to provide tips, suggestions, or supplementary information.
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Concise Organization: Use bullet point lists to present options, services, or details clearly and concisely.
Step by Step
1. Access your Admin Panel;
2. From the left menu, click on Questionnaire;
3. If you have access to more than one company, select the one you want to fill in the information for;
4. Choose the topic you want to respond to and fill it in by categories, or click on View Complete Questionnaire to see all the questions on the same page;
5. Use one of the options below to format the text of the response you want to edit:
- Italic Text: Insert the word or phrase between a single asterisk. Example: local cultural discoveries.
- Bold Text: Enclose the word or phrase with two asterisks. Example: early check-in.
- Bullet Point List: To create a new line with a bullet point, do the following:
- Press Shift + Enter;
- Insert an asterisk followed by a space.
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🔍Note: Bulleted lists are not supported in carousel item descriptions.
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Example:
"You'll **love** our dining options. The hotel offers *full-service* food and beverage. We have the following cuisine choices:
* Brazilian
* Local
* International"
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🔍Note: This formatting works perfectly in webchat conversations (the one available on your establishment's website). If accessed through other social media platforms, your virtual assistant might present these texts without formatting.
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