A module is missing
Check the correct hotel account, role and module activation. Reload the page after a change. Technical credentials alone do not activate a product module.
Website chat does not appear or reply automatically
Check embedding, the exact permitted website and approval. For automatic replies, current knowledge entries whose content is approved and eligible must allow automatic replies under ‘Shared chat approval’. This also applies to WhatsApp, Facebook and Instagram; each channel still needs its operational approvals. Staff handover may be the intended result when facts are missing.
An offer cannot be created
Check the period, duration, occupancy and children’s ages. Then check inventory, the last import, capacities, price coverage and stay rules. A missing template or sending block can also prevent the workflow.
A message does not arrive
Check the transport status and recipient. For WhatsApp, also check the service window, template and channel activation. An unknown status does not justify repeated delivery. For email, distinguish between sending failure, non-delivery and absence from the inbox.
Preparing for support
- Note the affected area, approximate time and steps taken.
- Provide the displayed status or a sanitised error message.
- Remove guest data, addresses, offer links and credentials from screenshots beforehand.
- Use the Contact section for personal setup or further help.