Service Centers (Divisions)

A Service Center (called a Division internally) is a virtual support department where staff handle guest conversations. Think of it as a digital equivalent of a hotel department: Reception, Housekeeping, Room Service, Technical Support, etc.

What is a Service Center?

Each Service Center has:

• A name (e.g., “Reception”, “Room Service”)
• A slug — a unique URL-friendly identifier (e.g., room-service) auto-generated from the name
• A status: active, inactive, or archived
• A member list — staff users assigned to handle conversations in this center
• An optional maximum concurrent chat limit

Think of it as an inbox

Every conversation that starts from a QR code linked to this Service Center lands in its inbox. Only staff assigned to this center can see and respond to those conversations.

Creating a Service Center

1. Navigate to Service Centers in the main sidebar
2. Click New Service Center
3. Fill in the details:
   • Name — Display name visible to staff (guests do not see this)
   • Description — Optional internal notes about the department’s scope
   • Status — Set to active to accept conversations immediately
4. Click Save

The slug is auto-generated from the name and cannot be changed after creation.

Assigning Staff to a Service Center

Staff must be explicitly assigned to a Service Center to see its conversations.

From the Service Center page:

1. Open the Service Center
2. Click Manage Members
3. Search for and add staff users
4. Click Save

From the User’s profile:

• Go to Users, find the user, and edit their Division assignments

A staff member can belong to multiple Service Centers. They will see all conversations from all their assigned centers.

Public vs. Private Centers

Setting	Behavior
isPublic: true (default)	Any guest with a valid QR link can start a conversation
isPublic: false	Reserved for future access-control features

Conversation Flow Inside a Service Center

When a guest scans a QR code linked to a Service Center:

1. A Conversation is created inside the center
2. All active staff in the center receive a notification
3. Staff reply — messages are auto-translated to match each party’s language
4. If needed, staff can place an Order from within the conversation

Service Center Limits

The number of active Service Centers is controlled by your license tier (maxRooms setting). Contact your system administrator if you need to increase this limit.

Archiving a Service Center

Archiving hides the center from the active list but preserves all historical conversations.

1. Open the Service Center
2. Click Edit
3. Change status to archived
4. Save

QR Codes are not auto-deactivated

Archiving a Service Center does not deactivate QR codes linked to it. Guests scanning those QR codes will still start conversations. Manually deactivate or delete the QR codes first.