# Freshdesk Solutions article HTML ```html
IHG MeetingBroker / RFP Integration Activation Process
Purpose
This process should be followed when Support receives an email relating to a MeetingBroker / RFP integration request for a venue.
The purpose of this process is to ensure IHG venues are handled under the updated activation process, while non-IHG venues continue through the existing route.
Background
Historically, we did not activate new RFP integrations unless advised to do so by IHG and the property was upgrading to an enhanced listing.
This has now changed for IHG venues.
We now connect all IHG listings, including B listings. Because of this, when Support receives one of these requests for an IHG hotel, we should arrange activation from our side.
The activation itself is completed by Vijay Kumar and Robert Stephen.
When to use this process
Use this process whenever Support receives an email or ticket requesting, or indicating the need for, a MeetingBroker / RFP integration for a venue.
This process applies only to these integration-related requests. If the request is unrelated, follow the normal support workflow.
Routing
A Freshdesk rule has been added to route these tickets to Jenine Gibbons.
Once Jenine receives the ticket, she should review the venue and follow the relevant process below depending on whether the venue is an IHG hotel or not.
Process overview
Before handing the request off, Jenine must first confirm whether the venue already exists in Venue Directory. If it does not, she should build the listing first and then continue with the relevant routing process below.
Step 1: Review the incoming request
Check the ticket or email and confirm:
- The request is for a MeetingBroker / RFP integration.
- The venue name is clear.
- Whether the venue already exists in Venue Directory.
- The Venue Directory ID is available, if the venue already exists.
If the venue does not already exist, Jenine should build the listing before the request is passed on.
If the Venue Directory ID is not included for an existing venue, this should be obtained before the request is passed on.
Step 2: Confirm whether the venue is IHG or non-IHG
Establish whether the property belongs to IHG.
- If the venue is an IHG hotel, follow the IHG process below.
- If the venue is not an IHG hotel, follow the non-IHG process below.
If it is unclear whether the venue is IHG, this should be confirmed before the ticket is handed off.
IHG process
For any IHG hotel, including B listings, Support should now request activation from our side.
Action required
Jenine should email the following people:
The email should ask them to activate the MeetingBroker integration.
Information that must be included
- Venue name
- Venue Directory ID
- Confirmation that the venue is IHG
- A clear request to activate the MeetingBroker integration
Suggested wording
Hi Robert and Vijay,
Please can you activate the MeetingBroker integration for the below IHG venue.
Venue: [Venue Name]
Venue Directory ID: [Venue Directory ID]
Thanks,
Jenine
Expected outcome
Once the request has been sent to Robert and Vijay, the ticket can be updated to reflect that activation has been requested from the relevant team.
Non-IHG process
For any non-IHG venue, the current process remains unchanged.
Action required
Jenine should continue to send these requests to:
Information to include
The handoff should include the usual request details, including the Venue Directory ID where available.
Expected outcome
The ticket should be updated in line with the current process after the request has been passed to Graham and Will.
Ticket handling notes
- If the venue does not exist, the listing is built before the request is handed off.
- The correct route has been followed based on whether the venue is IHG or non-IHG.
- The Venue Directory ID is included in the handoff where applicable.
- Internal notes are updated to show who the request has been sent to.
- The ticket remains clear for anyone else reviewing it later.
Quick reference
| Venue type | Action | Send to |
|---|---|---|
| IHG | Build listing if needed, then request MeetingBroker activation | robert.stephen@venuedirectory.com and Vijay.kumar-v@venuedirectory.com |
| Non-IHG | Build listing if needed, then follow existing process | graham.bintcliffe@venuedirectory.com and will.helsby@venuedirectory.com |
Process owner
Support team
Internal note
This is an internal process update and should be used by Support when handling MeetingBroker / RFP integration requests for venues.
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