Frequently Asked Questions
Onboarding Notes
- What is the Call Transfer Number?
The Call Transfer Number is the phone number used to connect callers to live agents. This number is utilized when a caller needs assistance that cannot be provided by our automated system or when their inquiry falls outside the topics covered in our knowledge base. Essentially, if a caller requires personalized help or has an issue that they feel needs a live agent.
- How to add new Properties!
You will be sent a link
- What data is needed to setup Properties on the AI Agency Platform
- Client Name:
Please provide the name of the company that is supporting all these properties
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- Tech Contact Name
Point of Contact (POC) Name This is the best Person or group to contact if we need to discuss issues that have arisen.
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- Tech Contact Email:
Please provide your point of Contact (POC) email address. This is the best address to reach out to if we need to discuss issues that have arisen.
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- Tech Contact Phone #:
Point of Contact (POC): Please provide your phone number. This is the best number to reach you at to discuss issues that have arisen.
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- How do we set up your Phone Service?
- Dedicated Phone Number configuration
- If you choose this, We will provide one phone number for each property. However, there is a charge per number..
- Central Toll-Free configuration
- If you choose this setup, we will provide one toll-free number for each language. When the call comes in, the agent will ask for the name of the property and load his notes based on that name.
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- Call Forward Phone number
This is the phone number that we will transfer calls to if the guest requests a "Live Agent" or we are unable to help them!
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- What voice do you want us to use?
- You can hear samples of the voices at https://support-center.com/voice-and-languages-samples
- We have access to 850 voices. in all different kinds of Languages. If you will open a ticket and describe the voice that you need we will be happy to provide a couple of Samples.
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- What language do you want for your Agent
- We Support these languages
- English
- Spanish
- Italian
- German
- French
- Portuguese
- Dutch
- Hindi
- Danish
- Polish
- Ukrainian
- Russian
- Turkish
- Latvian
- Arabic
- Croatian
- Bulgarian
- Catalan
- Czech
- Finnish
- Greek
- Hungarian
- Indonesian
- Japanese
- Korean
- Lithuanian
- Malay
- Norwegian
- Romanian
- Slovak
- Swedish
- Thai
- Vietnamese
- Property Name:
- Name of the Property that we are to support.
- Client Name:
Please provide the name of the company that is supporting all these properties
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- POC Name:
Point of Contact (POC) Name This is the best Person or group to contact if we need to discuss issues that have arisen.
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- POC Email:
Please provide your point of Contact (POC) email address. This is the best address to reach out to if we need to discuss issues that have arisen.
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- POC Phone #:
Point of Contact (POC): Please provide your phone number. This is the best number to reach you at to discuss issues that have arisen.
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- How do we set up your Phone Service?
- Dedicated Phone Number configuration
- Central Toll-Free configuration
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- Call Forward Phone number
- This is the phone number that we will transfer calls to if the guest request a "Live Agent" or we are unable to help them!
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- What voice do you want us to use?
- You can hear samples of the voices at https://support-center.com/voice-and-languages-samples
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- What language do you want for your Agent to use:
- We Support these languages
- English
- Spanish
- Italian
- German
- French
- Portuguese
- Dutch
- Hindi
- Danish
- Polish
- Ukrainian
- Russian
- Turkish
- Latvian
- Arabic
- Croatian
- Bulgarian
- Catalan
- Czech
- Finnish
- Greek
- Hungarian
- Indonesian
- Japanese
- Korean
- Lithuanian
- Malay
- Norwegian
- Romanian
- Slovak
- Swedish
- Thai
- Vietnamese
If you have a specific language requirement, please let us know by opening a ticket.
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- Property Name
Please provide the name of the property that we are going to support.
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- Property Address:
Please provide the name of the property that we are going to support.
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- City:
Please provide the name of the property that we are going to support.
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- State :
Please provide the State or province of the property that we are going to support.
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- country that the Property is located in
Please provide the name of the country that the property is located in that we are going to support.
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- Property Type
- We support these kind of Properties
- Hotel
Casino
TimeShare
HealthCare Facilities
Conference Center
Apartment MDU
Student Housing
Senior Living
Military HousingWe are always looking for new markets. Just let us know what you need!
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- Network_Name (SSID)
This is the Network Name that the Guest/Resident will be looking for to get online
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- Password:
- We don't keep a record to the Password. We refer the caller to call the front desk or the Admin office.
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- Where_can_I_find_the_Password:
We refer the Caller to the "room card" or the "Door Key envelope". Wherever you direct us to. Otherwise, we will direct the caller to phone the front desk.
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- URL of the Terms and Conditions Page:
We sometimes need to send the Guest a link to get them Online. This URL if the best tool that we have to work with.
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Integrations of Jason to third party software
- What 3th party apps are native to Digital Workforce?
1,000 of 3th party apps can be intengtated by Digital Workforce. Just ask
- Can our AI agents integrate with proprietary softwares?
Absolutely. Our team builds custom integrations for customers on a case-by-case basis. to discuss your needs with our team.
AI Knowledge Base Issues
- How to update or correct the Knowledge Base?
- Knowledgebase Overview: We have a comprehensive Knowledgebase that addresses a wide range of topics and issues. This resource is designed to help users find answers and solutions quickly.
- Continuous Improvement: We recognize that no resource is perfect. There are always opportunities to enhance the content and make it more useful for our users.
- Feedback Request: We encourage you to share your thoughts and observations. Please let us know if you notice any gaps in the information or areas that could be expanded upon.
- How to Provide Feedback: You can provide specific notes or suggestions about what should be added or improved. This could include missing topics, unclear explanations, or any other insights you have.
- Value of Your Input: Your feedback is invaluable to us. It helps ensure that our knowledge base remains relevant and effective in meeting the needs of our users.
In summary, while we strive to cover most issues in our knowledge base, we always look for ways to improve. Your suggestions are welcome and can help us enhance the resource for everyone.
Phone Numbers
- What are my options on the configuration of the Phone Service?
We have two configuations of our phone systems
- Dedicated Phone Number configuration
- Each Property can be assigned a separate dedicated phone number! This is a very effective way to do this. We charge $19 per month per phone number.
- Central Toll-Free configuration
- We offer a Central Toll-Free Service for our clients with one toll-free and multiple properties. Where we ask "What property are you calling from?" Then connect the guest to the correct AI Agent for that specific Property.