Seat Alerts Guide

Seat Alerts: allow you to communicate to customers that a seat may pose a potential issue or somehow differs from other “regular” seats. For example, a seat may have an "Obstructed View" or another status that is not covered under the current seat labelling options provided in the Price, Hold, Accessible, or Tag sections.

Create a Seat Alert

To create a Seat Alert: click on the "Account Settings" tab in the left-hand navigation menu. Select the “Seat Settings Tab”. Choose the “Seat Alert” button at the top of the page. Click the "+ New Seat Alert" button at the far right-hand side of the page.

Configure the following fields:

Name: Enter a name for the Seat Alert.

Description: Give a description of the seat issue that you would like the customer to be aware of.  This field can support HTML.

Requires Acknowledgement: Select this box to require that the customer who is purchasing a seat with this Seat Alert must acknowledge that they understand the seat they are purchasing has specific circumstances associated with it.

External:

• When using Enta as the primary ticketing system: you must enter the corresponding "External ID".
• When using the Ticketmaster Host API as the primary ticketing system: you must enter "obstructed" as the "External" along with the name and description you would like associated with seats with that external ID. The label “obstructed" is the only Ticketmaster label we can currently surface this way. The addition of any other labels would need to be requested as a development item pending prioritization.
• When using AudienceView as the primary ticketing system: you must enter the "Seat Message" from AudienceView exactly as it appears/is built, in AudienceView in either the "Description" or "External" field for it to properly populate in Nliven.
• When using Telecharge as the primary ticketing system: A seat alert must be created for each seat/zone message that should come through to Nliven. The "External" field must match the text of the message provided by Telecharge (also add this to the Description field) and "Requires Acknowledgment" should be toggled on. Sometimes it is necessary to add a space at the end, but create the seat alert without this first and check if the message is coming through on the seat map. An example of an extra space is "This seat is not on the aisle. "
  
  Note: A message that contains over 100 characters usually comes through to Nliven with an extra space after the 99th character. An example is, "This seat offers a partial view of the stage. Moments on the extreme side of the stage may be out of view." Such a long seat message would be formatted in the External field as: "This seat offers a partial view of the stage. Moments on the extreme side of the stage may be out o f view. "
  
   
• The External field can be left blank: for all other ticketing system options.

Further details on creating seat alerts are provided on the Create/Edit Seat Settings - Holds, Seat Alerts & Sale Types page.

Assign Seat Alerts

Assigning Seat Alerts: Select the “Assign Seat Alert” option from the drop-down menu on the left-hand side of the Maps page. Scroll through the list to find the Seat Alert type you would like to assign. Seat alerts can be assigned by section, by row, by seat, or by using the painting tool at the bottom of the screen. To remove the Seat Alert select the “Remove Seat Alert” link at the bottom of the page. For further details visit the Create/Edit Price, Hold, Accessible, Tag, or Seat Alert Maps in an Event Template page.

Seat Alert Updates will be applied to existing events depending on whether your inventory is:

• Internally controlled in Nliven as the primary system (you manually create Event Templates and Events within your account).
• Externally controlled ie, events are built in TixTrack Professional and automatically created in Nliven through a data sync.
• Automatically created from another primary ticketing system directly.

Specific details are provided below.

Ticketing System Guidance

• If your Events are internally controlled in Nliven as the primary system and Events have already been created from the Event Template, and changes have been made to the map, those changes must be applied to Events, as is the case for all other seat assignments.
• If your Events are externally controlled for all primary ticketing systems BUT Enta, AudienceView, Ticketmaster Host API, or Nliven (if utilizing self-sync functionality to sync from another Nliven account), you must toggle on (blue) “Set Seat Alerts” under the Event Template→ “Settings” tab→ “Options”→ “Sync Settings” (scroll toward the bottom of "Options” page to locate this function). If Events have already been created from the Event Template and changes have been made to the Map, those changes must be applied to Events, as is the case for all other seat assignments. 
• If your Events are externally controlled by primary ticketing system Enta, AudienceView, or Ticketmaster Host API, Seat Alerts do not need to be assigned but will be automatically populated in the customer tickets page map based on the Seat Alerts that have been created in Nliven following the parameters outlined above.
• If your Events are externally controlled by primary ticketing system Nliven (if utilizing self-sync functionality to sync from another Nliven account), you must toggle on (blue) "Set Seat Alerts" under the Event Template→ "Settings" tab→ "Options"→ "Sync Settings" (scroll toward the bottom of the "Options" page to locate). Seat Alert changes made to the Maps tab need not be applied to existing Events.
• Seat Alerts are NOT able to be assigned to a GA or GA Clickable (GA/Reserved) map. 

Customer View of Seat Alerts

When a Seat Alert has been assigned to a seat, the customer will see the Seat Alert information in the following places:

• Hovering over a seat with a Seat Alert assigned to it on the consumer web flow.

  

• If the "Requires Acknowledgment" box was checked upon Seat Alert creation, the Seat Alert messaging will be displayed at the basket page, and the customer will be required to acknowledge that they understand the special circumstances of the seat before proceeding to checkout.

  

• The Seat Alert messaging will appear on a customer’s order confirmation and on email tickets.

• The Seat Alert messaging will appear on PDFs (below) or hard tickets (with assistance from the TixTrack engineering team - contact the Ticketing Services department for further details).