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How can I customize and update the Concierge information?

If you already have our virtual assistant Concierge at your Hotel and you want to add more information or edit its response tone, this article will help you.

This feature is available for users with the Administrator role.

 

If your Hotel already has Concierge and you need to make some adjustments, you must go to your user menu and choose the "Product Config" option:

 

 

Once this is done, you will see how the Fidelity menu on the left side of the screen changes; here you must choose the Concierge module:

 

 

In the Concierge configuration, you will see 4 different tabs.

 

General

In this tab you will have access to your hotel's active Concierge WhatsApp line; you can copy the number and send a message from Concierge to any phone number. The QR code will also be available for download.

 

 

Personality

In this section, you can edit the Concierge Identity at your Hotel by assigning a Name and Job Title.

You can also choose the Communication Style between the two available options and the use of emojis.

On the right side, you can see a preview of the changes made.

💡Remember to save the changes made.

 

 

Knowledge

In this section, you can enter and update your Hotel information.

Fidelity offers several areas:

  • General Information
  • Rooms
  • Reservations
  • Payments and billing
  • Stay policies
  • Connectivity and technology
  • Food and beverages
  • General services
  • Access, parking, and transportation
  • Wellness and recreation
  • Events
  • Activities and experiences
  • Inclusion and sustainability
  • Safety and emergencies
  • Tourist information
  • Additional information

 

Within each Area, several Topics can be created, which will be displayed as fields that organize the received information.

 

The information can be uploaded manually by writing within each Area - Topic; if a Topic is missing within an area, it is possible to create it using the "Create new topic" button:

 

To upload a PDF or a URL, you must click on the "Upload document" button. When uploading a document, you can do it in three ways:

  • File: The PDF will be analyzed and the information will be uploaded.

  • Resource: The PDF will be sent directly to guests. For example, a menu.

  • URL: When uploading a URL, all available information will be read. This can then be edited.

 

 

You can manage your uploaded documents from "Files and resources" at the end of the area list.

In this section, you will see all uploaded files, organized in a table showing the type, name, description, who uploaded the information, the upload date, and actions (View file or delete).

 

Campaigns

By having Concierge active, you can activate campaigns that will allow you to send messages to your guests before check-in or a welcome message at the time of check-in.

Each campaign allows you to configure a message template, when the message is sent, and at what time; on the right side, you will have a preview and you can also send yourself a test message.

To activate campaigns, it is necessary to have active WhatsApp Bundles; we recommend consulting with your Customer Success Executive.