House Seats Tool

House Seats requests can be viewed by an Admin or House Seat Manager on the House Seats dashboard. The House Seats dashboard can be accessed by clicking on the House Seats icon in the left-hand navigation menu.

Users Involved in House Seats

• Admin (Orders, Events, Reports, House Seats, Account Settings access): Can be responsible for Event setup and Box Office/House Seat Manager permissions.

• Box Office Manager or Box Office Supervisor (Orders, Reports access): Responsible for fulfillment.

• House Seat Manager (House Seats access only): Responsible for managing/approving requests.

• Requestor: Submits the request.

• Guest: Attends the event.

House Seats Request Process

The steps below demonstrate the evolution of a House Seat request.

• Submit Request: Requests are submitted online via a link provided by the House Seat Manager to the requestor.

• Approve/Deny Request: The request can be flagged by a House Seat Manager as "Approved" or "Denied." Direct action can be taken to deny a request or assign locations and approve.

• Requestor Pays Online: Once a request is approved and the payment method "Requestor Pays" is selected, an email is sent to the requestor with a link for them to make a payment.

• Order Sent to Box Office: Once a payment is submitted, the order is sent directly to the box office to process.

Submit Request

House Seats are requested online via a URL that is generated by an Admin or House Seat Manager. To generate a request link, click on "Settings" in the upper right-hand corner of the House Seats dashboard (accessed at the "House Seats" tab from the left-hand navigation menu in Nliven).

• To choose the Event Template or series for which you would like to generate a guest request URL, click the "Event Template" drop-down menu.
• Select the "Hold" that you would like this request to pull seats from in the drop-down menu. A request using this link will be allocated seats from this Hold.
• Selecting a "Promotion" is optional. Choose from the corresponding drop-down menu to pull in pricing information as configured for a Promo (further details provided in Create/Edit Promos in an Event Template page).
• House Seat Managers will only see Event Template, Hold, and Promo options as configured by an Admin in a User Group (further details provided in Create/Edit User Groups page).
• A House Seat Manager generating the guest’s URL has the option to tie the request to their specific email address. This email address will then appear in all email communications to the requestor.
• The URL to be sent to the requestor will be generated at the bottom of the "Settings" modal. 
• Hit the “Submit” button. This saves the link.
• Copy the URL, or if you are an Admin, choose to "reset link" if the original link has been compromised.
• When the URL is copied into the address bar on a browser, the requestor is taken to the Nliven login page.

On receiving the link, the requestor must create a login (first name, last name, phone number, password).

• A House Seat Manager acting as a requestor would need to create a separate login from the Nliven login but could use the same email address.

• Once logged in, the requestor can choose the performance the guest would prefer to attend on the left-hand side of the page.

• Enter the planned Attendee’s First and Last Name, along with any Request Notes or Alternate Request Dates (further instructions provided in UI).

• When the request has been submitted a unique reference number is generated.

• A "House Seats Request Received" email will be sent to the requestor noting that the request does not guarantee tickets but the request has been received and will be processed.

• The email includes a link to cancel the request.

House Seats Dashboard

All requests can be viewed by an Admin or House Seat Manager at the House Seats dashboard (accessed from the "House Seats" tab from the left-hand navigation menu in Nliven) and either approved or denied.

• Click the Filters button on the top right-hand side of the House Seats page to filter requests by Event Template, status (New, Denied, Canceled), approval state, Holds, or Event time.

• You can search for a request by typing any data point (name, email, order number, request number) into the search field in the upper right-hand corner of the page.

• Various information can also be accessed by looking at each event in the dashboard list, including how many House Seats locations are left from the holds on the show, how many requests there are under each request status (New Requests, Seats Assigned, Out For Payment, Payment Overdue, Completed Requests etc. These are all sortable fields), etc.

Approve/Deny Request

To take a deeper look into specific requests for an Event, click on an Event. Click on the ellipses to the right of a request to, depending on request status, manage the request, cancel the request, resend the payment link, or generate a payment link. A request can also be flagged "Approve" or "Deny."

• If a request is flagged "Approve," then a green checkmark will appear next to the request status. This does not notify the requestor, and the request will still need to be managed and fulfilled. 
• If a request is flagged "Deny," then a red X will appear next to the request status. This does not alert the requestor, and the order can still be fulfilled. The red X will disappear if tickets are ordered.
• If a request is denied, then a popup will appear where an optional "Message for requestor" can be entered. This message will be included the subsequent "House Seats Not Available" email that will be automatically sent to the requestor upon denial. 

• After choosing "Manage Request" to accept and fulfill a request:

  • All details of the request will be displayed and seats can be assigned.

  • Various fields (Attendee First and Last Name, Event Date) can also be edited.

  • The number of seats remaining in the relevant Hold is displayed.

  • To utilize pricing tied to a Promo whether a request link was generated using a Promo or not, click the "Select Promo" drop-down menu in the top right-hand corner of the page and select the desired Promo.

  • After clicking on the desired seats that match the request, you can either choose to "Assign Seats" in the bottom right-hand corner and return to the request later (reservation) or "Order Tickets" to continue to the next screen and choose a payment method.

• • Continue with the request, select the payment method for the tickets (most commonly "Requestor Pays" but could also use a comp, custom method, etc. depending on what the Admin has configured for use), add a message to the requestor (ie, pay within 24 hours) and hit “Send for Payment” in the case of "Requestor Pays."

• The updated details will be recorded on the House Seats dashboard.

Cancel Request

An Admin or House Seat Manager can cancel a request after it has been approved and before payment is made by clicking on an Event in the dashboard, selecting the ellipses next to a request or in the Manage Request screen.

A requestor can also use the "Cancel Request" link in either the "House Seats Request Received" or "House Seats Request Approved" (in the case of payment method "Requestor Pays") email.

Once a request has been canceled by either user, the requestor will receive a "House Seats Request Canceled" email.

Requestor Pays Online

After the House Seat Manager has chosen the payment method "Requestor Pays" within a request, a "House Seats Request Approved" email is sent to the requestor asking for payment.

• The requestor can follow the "Pay for Tickets" link to complete the purchase. After completing the purchase, the requestor will receive an "Order Confirmation" email. 

• By selecting the ellipses within the request at the House Seats dashboard or the Manage Request screen, an Admin or House Seat Manager can choose to "Resend Payment Email" or "Generate Payment Link," which can then be shared however and with whomever necessary for payment (without forced login).

• A House Seats request will become "Overdue" and move to the "Payment Overdue" column in the House Seats Dashboard 24 hours after payment has been requested/"House Seats Request Approved" email has been sent.

Order Sent to Box Office

Note: Specific messaging can be added by an Admin to any House Seats related emails at the "Events" tab in the left hand navigation menu → "Event Templates" → edit event template → "Settings" tab → "Email" tab (further details are provided on the Edit Event Template - Settings Tab page).