View chat history information such as quotes, bookings, and previous chats and save time in customer service.
In many hotel operations, the customer service routine is marked by endless searches for information scattered across different screens, tabs, or systems.
When a traveler returns to the chat, reservation agents often need to spend a lot of time searching through chat histories, checking records, and opening archived conversations to understand what has already been said or done. This consumes valuable time and disrupts the flow of customer service.
From the traveler’s perspective, the frustration is even greater: having to repeat the same information and questions, or explain their situation more than once, compromises the experience and can put a booking at risk.
This data decentralization makes operations less efficient, affects team productivity, and creates friction points that could be avoided with the right context at the right time.
Thinking about these real daily challenges faced by hoteliers, Asksuite developed the new Traveler History in LiveChat 2.0 — a feature that brings together information such as quotes, bookings, and previous conversations directly into the current chat, facilitating service continuity and bringing more agility to teams.
6 New Features of Traveler History That Make a Difference in Daily Operations
1. Direct Navigation to Previous Quotes and Bookings
Now, agents can check if a traveler has previously made quotes or bookings and go directly to the exact moment when this happened in the conversation — even if it was in an archived chat.
Practical example: A traveler who requested a quote last week returns to the chat. Instead of asking again about dates and preferences, the agent clicks on the history and goes directly to the previous quote, collecting the necessary information to generate a new quote without needing to repeat unnecessary questions.
2. Centralization of Quotes and Bookings
Previously, the reservation agent needed to switch screens or systems to view or create new quotes and bookings, interrupting the service flow, but this is no longer necessary. Now, it’s possible to perform these actions through the history screen in the chat, ensuring continuity and fluidity in customer service.
Real gain: By centralizing everything in one place, customer service gains pace and productivity. The agent has immediate access to traveler data and can create quotes and bookings more quickly, without breaks in the service flow — which ensures a more fluid and professional experience for the traveler.
Additionally, the ability to view interactions and quotes gives the agent the power to create personalized proposals, conditions, or arguments based on previous interactions.
3. Complete Scrolling in Long Conversations
Navigate freely through chats, both up and down, exploring the complete interaction history — an evolution of the previous functionality that only allowed upward scrolling.
Application: Ideal for travelers who make multiple inquiries over time or for situations where it’s necessary to retrieve specific information from different moments in the conversation.
4. Unified Loading of Archived Chats
Archived chats are loaded on the same screen, eliminating the need to open new tabs and maintaining the service flow.
Benefit: Reservation agents can access the traveler’s complete history instantly on the same tab, even if the chat is archived. This reduces time spent searching for information, avoids rework, and allows for much more fluid, agile, and personalized service, especially for recurring travelers.
5. Smart Side Menu
The new menu pushes the chat to the side instead of overlaying it, giving full visibility of the conversation while the agent accesses the history or creates a quote for the traveler, being able to check information in real-time.
Result: Elimination of errors caused by hidden or overlapping information.
6. Comparison of Room Descriptions and Included Experiences
Visualization, directly in the chat, of complete descriptions of options sent to the traveler — including meal plan variations, experiences, and services linked to accommodation.
Benefit: Travelers and reservation agents can easily compare offered options, highlighting differentials such as included breakfast, gastronomic experiences, or extra services. This not only improves argumentation in conversations but also accelerates the recommendation of the best option for each traveler’s profile — with more precision and agility.
Real Benefits for Your Operation
The centralization of traveler information in one place transforms not only the experience of those who travel but also the daily routine of reservation agents. With more context and less noise, your team saves time, reduces failures, and improves performance in each interaction.
Optimization of Rotating Teams
- Seamless shift changes: Any agent can take over the conversation with complete context
- Efficient service: Elimination of knowledge barriers between shifts
Improvement in Conversion Rate
- Agents with complete interaction context convert more than those who need to “start from scratch”
- Fewer repeated questions: Travelers don’t need to explain their needs again
Increased Traveler Satisfaction
- Fewer complaints about agents who “don’t know what happened before”
- Personalized experience: Traveler feels recognized and valued
Technology That Makes a Practical Difference
Traveler History is not just a technical improvement — it’s a strategic tool that transforms how your hotel relates to travelers. Each feature was developed based on real needs of service teams, resulting in a solution that generates immediate impact.
Perfect Integration with Your Operation
- No learning curve: Intuitive interface that your team masters in minutes
- No process changes: Works within the current service workflow
- No performance loss: Fast loading even with large volumes of chat history
The new Traveler History is already available in LiveChat 2.0 for all Asksuite clients. No additional setup is needed — the improvements are automatically active.
Not Yet an Asksuite Client?
Discover how this and many other features make Asksuite the best choice to simplify communication between hotels and travelers. Schedule a demo and start transforming your customer service from the first click.
