Hermetic AI · Customer help Private pilot
Talk to Mia.
Get an answer now.
Mia is Hermetic's AI concierge. Start a video call and ask her anything about your account, the app, the Tripleseat tab, or what she says to guests. She can see your screen if you share it, and she opens a ticket with a person when you need one.
Calls run in your browser, no app to install. Video uses your camera and microphone; audio only uses just the microphone (you still see and hear Mia). Calls are kept to 15 minutes; Mia checks in along the way and can hand you to a person or continue in chat with everything carried over. You'll sign in with your work email first: we email a link, no password.
Available nowCheck your email
We sent a sign-in link to . Open it on this device and your call starts by itself. The link works once and expires in 15 minutes.
Mia Help is for Hermetic customers. If your email isn't on a customer account yet, the link opens a request with our support team instead, and they'll get you set up.
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What's on Mia Help
Sign in with your work email and you get all of this. No password: we email you a link.
Talk to Mia
A live video or audio call, or a text chat, with Mia herself. She knows your account, can watch your screen, and answers from the help center.
Help center
63 short articles in 8 topics: Getting started, The Hermetic app, Tripleseat & the Chrome extension, How Mia talks to guests, More things Mia can do, Updating what Mia knows, Troubleshooting, Account & billing.
More things Mia can do
Menu Mia, Voice Mia, post-event nurture, contract reminders and cold-lead follow-up: what each does and how to turn it on.
A person when you need one
Say "I need a person" and Mia opens a ticket with our support team, with the transcript attached, and tells you once it's confirmed.
Common questions
How to update what Mia says about your venue
Email support (or reply to any support email) with the location, the rule and an example; we update the configuration and confirm, usually within a business day. Includes an overview of everything you can add or change, from location facts to how Mia behaves.
The Hermetic tab disappeared or conversations aren't showing in Tripleseat
Check the extension is installed and enabled, sign in again, reload Tripleseat; if the tab is there but empty, the lead may not have reached Mia.
I'm not receiving notification emails or texts
Check your Notifications page, then spam/quarantine and safe-sender lists; if settings are right and mail still doesn't arrive, send us a lead you should have been notified about.
Mia didn't respond to a lead
Check the lead source, the number, the location status and the timing; then send us the guest's name and time and we'll trace it.
Mia quoted the wrong availability, capacity or room
Check the Tripleseat event, its room, the room nesting and buffers first; then thumbs-down the message with what she should have said and we'll fix the rule.
Pausing and resuming Mia on a lead
Use the Pause AI button on a lead (in the app or the Tripleseat tab) to stop Mia messaging that guest; resume the same way.
Correcting Mia with thumbs-up / thumbs-down feedback
Thumbs-down a message and add a comment; our team reviews every one, updates your configuration, and confirms by email.
A guest keeps texting after the lead was lost or converted
After a lead is lost or converted, Mia has handed off; make sure a coordinator is watching the thread, or ask us to have Mia point the guest to a new inquiry or your team.
Browser and device requirements (Safari, iPhone, older computers)
The Tripleseat tab needs Chrome on a desktop computer; on Safari, iPhone, or older machines use the Hermetic web app, texts and the daily recap instead.
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Reach a person
From a call or chat
Say "I need a person" and Mia opens a ticket in our support queue with the transcript attached, and tells you once it's confirmed. Our support team replies by email during business hours; urgent issues are routed right away.
By email
Reply to any email from our support team, or write to support@hermetic.ai. Include your venue, the guest or lead, and roughly when it happened.
Your Customer Success Manager
Billing, contracts, new locations and business reviews go to your CSM. Not sure who that is? Ask Mia or email support and we'll connect you.