We’re excited to announce the upcoming release of Eleanor Guest Chat 2.0—a major upgrade designed to streamline guest communication and elevate the guest experience at your resort.
With Guest Chat 2.0, you'll gain access to powerful new features that make it easier to manage conversations, collaborate with colleagues, and deliver exceptional service.
What’s New in Guest Chat 2.0:
Multi-Agent Chat Support
Initiate Outgoing Chats with Guests
Flexible Chat Routing & Centralization
Add Colleagues to Active Conversations
Enhanced File Sharing & Task Creation
User Access Management for Chat
WhatsApp Notifications for New Chats
Close and Review Historical Chats
Multi-Agent Chat
With this new version, multiple team members can now view and manage guest chats. This allows for greater collaboration within your Guest Relations team and ensures faster, more informed responses to guest enquiries.
You can also invite specific colleagues into individual chats to offer detailed information or expertise as needed. Chat access is configurable per user, with two permission levels:
Chat Manager – View, respond to, initiate new chats and close chats.
Chat Agent – View and respond only to chats they’re added to.
Initiate Chats with Guests
Chat Managers can now start conversations with guests directly through the chat interface. If a guest has the app installed (indicated by a green icon), you can easily initiate a chat to share updates, provide booking information, or follow up on previous conversations.
Flexible Chat Routing & Centralization
Prefer to keep things simple and funnel all conversations to a single point of contact? Guest Chat 2.0 still lets you centralize every chat to a single agent, like you've been used to; perfect for smaller teams that want a unified voice.
Need more granular control? You can also route in‑house guest chats to one agent while sending all other chats (e.g., pre‑arrival enquiries) to a different agent. Configure routing rules in seconds and be confident that each conversation lands with the right department the first time.
Add Colleagues to Conversations
If a guest query requires specialist input, colleagues with chat access (Chat Agents) can be tagged and added into the conversation. For instance, a dive centre manager can join a chat to provide expert information when a guest has a diving-related question.
Enhanced File Sharing & Task Creation
You can now share a wider range of file types—including PDFs, images, and documents—directly through chat. Additionally, you can create service requests (tasks) right from within the conversation, making it easier to take action on guest feedback.
Manage Chat Access by Role
Chat Admins can manage which users have access to Guest Chat by assigning one of two roles:
Chat Managers – Can view all new chats, initiate conversations with guests, and close chats.
Chat Agents – Can be added to specific chats by a Manager and respond directly, share files, add internal notes, or link to pages in the guest app.
WhatsApp Notifications for New Chats
Stay on top of new conversations with real-time WhatsApp alerts. Admins will receive notifications when a new guest chat requires attention.
Note: A verified mobile number must be linked to your user account to enable this feature.
Close and Review Past Chats
Chat Managers can now close chats once resolved. While closed chats remain viewable for reference, any new communication with the guest will require starting a new conversation.
Guests will not be notified when a chat is closed, and they can still resume the conversation at any time from their mobile device.
If you’d like help setting up any of these features or have questions about the rollout of Guest Chat 2.0, please don’t hesitate to contact our support team.