Overview
Clients can connect third-party apps to the platform directly from the Portal dashboard. The connection process varies depending on the integration type — some activate automatically, while others require manual steps. Support responsibilities differ depending on whether the issue occurs before or after the connection is established, and which type of app is involved.
Key Concepts
Integrated apps: Apps connected to the platform via the Apps section of the Portal dashboard (e.g., D3x, Akia, FreeGuides). These follow a specific connection and support process.
Connect button: The button a client clicks in the Portal dashboard to initiate a connection request to a third-party app.
Pending status: The status displayed after the client clicks Connect. It means the request has been sent and is awaiting activation on the third-party side.
Automatic activation: Some integrations activate immediately without any manual intervention.
Manual activation: Some integrations require the third party to activate the connection from their own dashboard or via the Developer Hub.
PMS and core apps: Apps such as Mews, Cloudbeds, and Apaleo are not subject to the same process.
How to Connect a Third-Party App
Log in to the Portal dashboard.
Navigate to the Apps section.
Locate the app you want to connect (e.g., D3x, Akia, FreeGuides).
Click the Connect button next to the app.
The app status will update to Pending.
Contact your point of contact at the third-party provider to follow up on the activation if it is not completed automatically.
Before the Connection is Activated
What "Pending" Means
Once the client clicks Connect, the status changes to Pending. This indicates:
The connection request has been successfully sent.
Activation is now awaiting action on the third-party side.
No further action is required or possible from our side at this stage.
Activation Types
Automatic activation: The integration activates without any manual steps. No follow-up is needed.
Manual activation: The third party must activate the connection from their own dashboard or through our Developer Hub. The client should follow up directly with their third-party point of contact.
After the Connection is Activated
Reporting Issues with a Connected App
If the client experiences issues with an integrated app after the connection is activated:
The issue must be raised directly with the third-party provider.
The third party can then escalate the issue to us if their investigation requires our involvement.
We cannot investigate third-party app issues unless they are escalated through the third party.
Direct requests from clients about third-party app issues cannot be handled on our side initially.
Tips / Best Practices
Ensure that you have an active point of contact at the third-party provider before initiating the connection, in case manual activation or follow-up is needed.
You should check the activation type for their specific app before expecting immediate access after connecting.
The issue with a third-party integrated app, you should always contact to the third-party provider as the first step.
Clearly distinguish between integrated apps (D3x, Akia, FreeGuides) and core apps (Mews, Cloudbeds, Apaleo) when handling support requests, as the process differs.
Troubleshooting / FAQs
The app status has been showing Pending for a long time. What should the client do? The client should contact their point of contact at the third-party provider directly to follow up on the activation. There is no action we can take on our side while the status is Pending.
Can we activate the connection on the client's behalf? No. The connection must be initiated by the client from the Portal dashboard. Activation then depends on the third-party provider.
If the integrated app is not working after the connection was activated. How should this be handled? The issue should be raised with the third-party provider. We can only investigate if the third party escalates the issue to us.
Does this process apply to all apps? No. This process applies only to apps integrated with Portal, such as D3x, Akia, and FreeGuides. For apps such as Mews, Cloudbeds, and Apaleo, issues should be raised directly with us.
What is the Developer Hub? The Developer Hub is where some manual integrations are activated. The third-party provider will use this as part of their activation process, where applicable.