This article will help you get familiar with the help portal and using live chat with our team.
Accessing Live Chat and the Help Portal
You can access the help portal right from within ThinkReservations so you can chat with our team and work inside ThinkReservations simultaneously.
On Desktop:
Click the
?question mark button in the black bar on the top right.A panel will open on the right side where you can start a new conversation or review in-progress or previous conversations and messages.
On Mobile:
Tap the ThinkReservations icon on the top left.
Tap Help in the menu.
You will be taken to the Help Portal where you can start a new conversation or review in-progress or previous conversations and messages.
Navigating the Help Portal in ThinkReservations
Send us a message
You can start a new conversation or send a new message on an existing reservation.
How to start a new conversation from within the help portal:
Open the Help Portal
Click Send us a message.
Choose an option, and the bot will ask for your question, issue, request, or feedback.
The bot will try to help, set expectations for reply times, and get you in touch with a human.
Pro Tip: If you close the help portal, it will not "hang up" or end the conversation. So if you are in the middle of a conversation, you can close the help portal to get it out of the way while you wait for a reply.
Review existing conversations
Your current and previous conversations can be found under Messages in the menu at the bottom of the help portal. You will also see outbound notification messages sent to you her as well.
Open the Help Portal.
Click Messages at the bottom.
Select a message in the list. (The most recent threads and messages will be at the top.)
At the top of the conversation, you have options to go back, download the transcript, or close the portal.
At the top are options as highlighted in the above image.
< On the left is the option to go back.
On the right is a download button to download a TXT file of the transcript of the conversation.
X to close the help portal.
You will not be able to respond to previously-closed conversations after a few days. In those cases, simply start a new conversation.
Search for help
Our help center can be accessed directly from the web at help.thinkreservations.com or from within ThinkReservations in the Help Portal.
When accessing help articles from help.thinkreservations.com, you must be logged into ThinkReservations to gain access to most articles.
Open the Help Portal
Click Search for help, or, click the Help button at the bottom.
or
Enter your search terms at the top, or browse the article categories in the list to find the article or video to help you. The results are displayed as you type.
Click on the article to view it right in the help portal.
Related articles will be at the bottom of the article.
Navigating articles
Once you are in an article in the help portal in ThinkReservations, there are options at the top and bottom.
Back - Use this button to go back to the previous page or article.
Expand - Use this to make the article wider to see easier. Click again to restore the window to the original size.
Close - Use this to close the help portal window.
Article freshness - How recently was this article updated.
Related Articles - These show the other articles in the collection.
Article feedback - Rate weather this article answered the question you were looking for. If not, you can chat with us for more help.
Open in help center - Click to open the article in the help center for a full-page experience in another tab.
Review announcements
See news, product and feature announcements right in the Help Portal!
From the Question Mark/Help menu, select What's New?
Alternatively, from within the Help Portal, click News in the menu at the bottom.
This will take you to the News section of the Help Portal.
Click an item in the list to read more! (Newest content will be at the top.)
Click the < back button at the top of the portal to go back to the list. Use the expand button on the right to give you more room to read.
Click the close button on the top right of the portal to close when you are done.
Content here will include primarily feature announcements and product updates.
Live Chat versus phone and email
At ThinkReservations, we are dedicated to providing top-notch support for all our clients. To ensure you get the help you need quickly and efficiently, we offer several communication channels. Here's a brief guide on when to use each one:
Live Chat
When to Use: Best for quick questions, clarifications, or issues that don't require a detailed walkthrough.
Advantages:
Generally quick responses during support hours.
Ideal for multitasking, allowing you to work while you wait for a response.
Can easily share screenshots or links for better context.
Right in ThinkReservations when you need it.
Screen-sharing Option: For a more detailed visual guide, our team can initiate a screen-sharing session to walk you through solutions step-by-step.
Phone Call
When to Use: Suited for more complex issues, longer discussions, or when you prefer a direct conversation with our team where no typing is needed.
Advantages:
Immediate two-way communication.
Easier to communicate sentiment.
Great for urgent issues requiring immediate attention.
Available after-hours for emergencies.
Email
When to Use: When you have non-urgent questions, feedback, or issues that don't need an instant reply. Also useful for sending attachments, longer explanations, or when you'd like to involve others in the discussion.
Advantages:
Offers time for a detailed response from our team.
Convenient for back-and-forth communication without the need for immediate replies.
Easy to reference for future needs.
Email threads allow you to coordinate with multiple people by adding multiple recipients.
Best practices using chat
Engaging with ThinkReservations through live chat can be a swift and efficient way to address your queries and concerns. To ensure you get the most out of this feature, and to help us help you, please consider the following best practices:
Be Specific: The clearer you are with your questions or issues, the quicker our team can assist. For instance, instead of saying "I'm having trouble with a reservation," try "I'm having trouble modifying the dates for reservation ABC123". If you encounter an error message, make sure to share that with us.
Provide Examples: If possible, provide specific examples. Saying "I've noticed this issue on confirmation IDs 1234ABCD and 4321DCBA" can be more insightful than a general "I've noticed an issue with some bookings."
Steps to Reproduce: If you're encountering a problem, list down the steps you took leading to that problem. This helps us replicate the issue on our end, making it easier to pinpoint and solve.
Share Screenshots: A picture can be worth a thousand words. If you're facing an error or issue, consider sending a screenshot. It can give our team immediate context, and it's easy with chat to just paste the image in.
Ask for a Screen-sharing Session: If a challenge feels too intricate to describe, request a screen-sharing session. It offers our team a live view of the issue, leading to a faster resolution. It's also a great way for us to guide you through a process, or unblock you with something you are struggling with.
Stay Active: Live chat is most effective when both parties are actively participating. If you initiate a chat, try to stay available for the duration to expedite the process.
Limit Multiple Queries: To ensure efficiency, it's best to address one issue at a time. If you have multiple queries, list them in order of priority, and our team will address them sequentially.
Feedback is Golden: After your chat, you might receive a quick survey or feedback request. Taking a minute to provide your thoughts can help us continually improve our service.
By adhering to these guidelines, you'll be primed for an effective chat session with our team, ensuring timely and precise assistance!