Meet Rocco: Your 24/7 Support Companion

Rocco is RoomRaccoon’s AI-powered support agent, available around the clock to provide instant assistance. Whether you're working late, managing weekend check-ins, or troubleshooting something during peak hours, Rocco is here to help—quickly and reliably.

Even though he’s not human, Rocco is designed to deliver real value with clear, actionable guidance.

What Rocco Can Do

Rocco is trained to support most RoomRaccoon features. He can:

• Share step-by-step guides from the Help Centre

• Provide quick troubleshooting tips

• Collect relevant details and escalate to a human agent when needed

If your issue requires personal attention, Rocco will automatically create a support ticket and escalate it to our team—no follow-up steps required on your end.

What You Can Ask Rocco

Rocco understands a wide range of questions. Here are some examples by category:

Invoicing & Payments

• How can I create an invoice receipt?

• Why is my invoice not generated after payment?

Reservations

• How do I change a reservation to another room?

• Can I split a booking for guests who want to pay separately?

Channel Manager

• How can I connect my Booking.com account?

• Why is my availability not syncing with Expedia?

Rates & Restrictions

• How do I change my prices for the weekend?

• Where can I edit my minimum stay rule?

Booking Engine

• How can I update my cancellation policy?

• How do I change the max bookable time in my booking engine?

Tips for Getting the Most Out of Rocco

To ensure Rocco understands your question and responds effectively, follow these tips:

• Ask clear, specific questions

  • Instead of: "Booking Engine wrong"

  • Try: "How can I change the max bookable time in my Booking Engine?"

• Use simple keywords

  • Include terms like “invoice,” “rate plan,” or “channel manager.”

• Add relevant context

  • Let Rocco know where you are in your account or what you’re trying to achieve.

• Provide a short summary if prompted

  • If Rocco escalates your query, your summary helps our human agents respond more efficiently.

• Try Rocco before submitting a manual ticket

  • For small or time-sensitive issues, Rocco often provides immediate answers.

Why Use Rocco

Rocco is not a replacement for our Support Team—he’s here to complement it.

• Get immediate answers anytime, even outside business hours

• Reduce wait time for routine questions

• Free up human agents for more complex or account-specific issues

When you next need help, start with:

• "Hi Rocco, I need help connecting my Airbnb account."

• "Can you show me how to create a new rate plan?"

Rocco will handle the rest—fast, clear, and efficient.

Accessing Rocco

You can chat with Rocco:

• Directly from your RoomRaccoon dashboard, or

• Via the Help Centre chat bubble