What Is Akia?
Akia is a two-way guest communication platform that helps elevate your guest’s experience at your property. Akia automatically gets reservations from your PMS and can send automated text messages to guests. When guests follow up, your team can use your computers or phones to respond, and the guest gets your reply in their messaging app.
Think of us as an extra employee welcoming guests to the property and answering routine questions so that you can focus on helping guests who need it.
Key Features
Guest Messaging Using Your Hotel Phone Number
Akia can use your hotel’s current phone number, or provide one if needed, to send and receive messages to guests. While your guests see all communications coming from the same phone number, multiple employees can use Akia to send messages to your guests via our website or mobile app.
Scheduled Messaging
Scheduled messages are messages that can automatically be sent depending on the time of day or actions made by the guest.
Mini Apps
Mini Apps are a way to send customized property information to guests without requiring them to download an app or create an account.
Basics
Stay Logged into Akia
You can access Akia on any browser by going to https://sys.akia.ai/, or on our Mobile App (App Store/Google Play). Log in using your credentials.
Understanding the Homepage/Inbox
If you’re a new user and your property has been using Akia for a while, the first screen you see might look like this:
There’s a lot of information so we’ll try and break it down into different categories!
Headers (Red box at the top)
From left to right:
- Inbox
- Records
- Mini Apps
- Automation
- Tasks (if applicable)
- Orders (if applicable)
- Reports (if applicable)
- Marketing (if applicable)
- Analytics (if applicable)
- Akia Search Bar
- Notification Bell
- Profile Picture/Settings
Inbox Sidebar (Green box on the left)
From top to bottom:
🏠 Home
1. Team Chat - Team chat (pinned 📌)
2. John Smith (SMS) - Guest chat you are currently connected to (🔵)
3. Jane Doe (SMS) - Guest chat nobody is connected to (🔴)
4. John Smith (Email) - Guest chat forwarded to another user/department (⭕️)
5. Task: Call John Doe regarding their reservation - Completed task’s chat
6. Task: Need to bake more cookies - Incomplete task’s chat
7. Pepper Blue (SMS) - Guest chat someone else is connected to (🟡)
8. Bruce Kent (Email) - Closed guest chat
Notes Feed
Akia Support Team
Guest Chat (Middle section)
From top left corner to bottom right like a Z
1. Communication Platform
2. Open Chat
3. Close Chat
4. Forward Chat
5. Akia’s Auto-Detection
6. Create a Task From a Message
7. Templates
Guest Sidebar (Purpose box on the right)
From top to bottom:
- John Smith - Guest’s name
- Pencil Icon - Edit the Guest’s details (e.g. name, contact information, address, etc.)
- Three Dot Icon - Edit the Guest’s conversation (e.g. pin the conversation, archive, block, etc.)
- Blueberry Farm - Property the guest is communicating with
- Phone Number - The Guest’s phone number, if on another platform (e.g. Email), it would be the contact information for the platform (the guest’s email address)
- State/Region and Rental Agreement - Guest information Akia has, this is dynamic based on the information we receive from the Registration Card (if applicable) and can be manually modified)
- Reservations - View the guest’s reservation(s) on your property. If there is an > icon next to the reservation status (e.g. reserved, confirmed, arrived), then that indicates the guest has multiple reservations (either for the same day or in the future)
- Mini Apps - Reference the Mini Apps generated for the guest and quickly see if they have been completed or not
- Tasks - View tasks created from the guest’s messages
- Scheduled Messages - Quickly view any scheduled messages (automated or manually created) queued up or already sent to the guest
How Do I Respond to a Guest Message?
Desktop
- Go to your Inbox
- Click on the guest name that has a red dot (🔴) next to it, this indicates an unread message
- Click Open Chat at the bottom
- Type your message in the box at the bottom and hit Send
- Click Close Chat at the top to disconnect with the guest
Mobile
Click Open or Open Chat to connect with a guest. This will open the chat so you can send them messages.
How Do I Check a Registration Card Mini App?
- Go to your Inbox
- Click on the guest name you want to check the Mini App for, or use the search bar to find them
- Click on the Mini App in the right-hand sidebar under the guest’s name - this will pull up the document in a new tab
- Click Assign to Me at the bottom if you need to follow up with the guest
- Click Mark Complete at the top to disconnect with the guest
How Can I Get Support From Akia?
If you have any questions or issues, please don’t hesitate to reach out to us at help@akia.com or through our Support Chat here: https://sys.akia.ai/inbox/support (bottom left hand corner of the inbox).