Key Areas of the Dashboard
Insights
Unified Inbox
Knowledge Hub
Workflows
Digital Compendium (if applicable)
Settings
Based on the role you have within the dashboard, what you are able to access varies.
Admin: Full access, including user management. Best for project champions or department heads.
Knowledge Manager: Full access except user management. Best for maintaining the Knowledge Hub.
Agent: Access to the Unified Inbox to manage conversations and tickets. Best for frontline staff handling guest inquiries.
Unified Inbox
The Unified Inbox serves as a central hub for all conversations between the chatbot and guests, whether they come from your website or social channels like WhatsApp, Facebook Messenger, and Instagram. In addition to chatbot interactions, the Unified Inbox also allows live agents to join and manage ongoing guest conversations, with those records saved as well.
From this dashboard, you can view all activity in one place and respond directly to live chat messages. Depending on the channels you have connected, the Unified Inbox will also display messages, recorded voice calls, and emails, giving you a complete view of guest communications.
Active Chats: This is where the ongoing chats are shown
All Conversations: All historic conversations, email and voice calls
Tickets: All tickets, where you can assign, add notes, and manage the ticket lifecycle
Please note that this may vary for Live Agents. For more details, see Staff Live Chat Options.
Knowledge Hub
The Knowledge Hub is the central source of information that trains your chatbot to provide guests with accurate and reliable answers. Think of it as a Content Management System (CMS) for your AI Chatbot. Setting up the Knowledge Hub is the first step in equipping your chatbot with the knowledge it needs to respond to customers anytime, day or night.
You can add knowledge in three different ways, and you have the flexibility to use one or combine all three depending on your preference.
FAQs: A section where you can manually enter answers to questions that guests may ask or have previously asked.
Documents: This is where you can upload documents to train your AI. Whether it’s menus, event calendars, or other resources, you can upload them directly to the dashboard, making the process seamless and straightforward.
External Sources: From here, you can sync webpages that update frequently, ensuring the chatbot automatically learns new information that changes on a daily, weekly, or monthly basis. This helps reduce the need for manual content management.
Within the Knowledge Hub, you will also find sections for Room Types, where you can specify details for each room type; Welcome Messages, which train the AI on how you want guests to be greeted; Web Widget Menus, where you can customize the layout of the chatbot menus displayed to guests; and Missed Responses, which highlight information that should be added to the Knowledge Hub.
You can also upload images to the Gallery, allowing the chatbot to display them to guests when they ask about specific activities.
From this menu, you can also publish your AI and view logs that track when information has been updated.
Settings
Under Settings, you will find options for Channels, Applications, and Users & Roles.
Channels: This section displays both your available and connected channels.
Available Channels: Here, you can add new integrations. For example, if you want to connect the chatbot to WhatsApp, you can set it up in this section.
Connected Channels: This area shows all of your current integrations. You can also edit them here to ensure they align with your brand.
Applications: If your property is using the Digital Compendium, you can access it here, along with any other integrations connected to your dashboard.
Users & Roles: This section allows Admins to create or delete users, reset passwords, and manage report subscriptions.
For more details on each feature, please explore the Help Center and the articles available. You can also reach out to a Myma representative anytime, we are always happy to help.