Overview
In Alliants Experience Platform, every guest has a profile that stores their personal details, contact information, loyalty levels, badges, and preferences, etc. Some of these fields can be updated directly on the platform by users, while others are automatically filled in or updated from connected systems like your Property Management System (PMS) or other external sources.
1. Fields Your Team Can Edit
These fields can be updated directly from the guest profile in Alliants Experience Platform:
Please note that some editable fields also sync from external sources. It is marked with a green link icon. The Sync is often one-way, which means any change made on the platform will NOT sync back to PMS.
Name & Identity
- First name, middle name, last name
- Title (e.g. Mr., Ms., Dr.)
- Displayed name, alternate name, "address me as"
Note: First name, middle name, last name, and titles are also synced from your external system (PMS). Any changes you make will be overwritten the next time data is synced. This is a one-way sync, so updates made here won’t be sent back to the PMS.
Display name, however, will not be synced so won't be overwritten.
Contact Information
- Email address
- Phone number
Note: You can edit the primary phone number, but this change is one-way and will not sync back to the PMS. When the primary number is updated, any active conversation will be closed automatically. To continue messaging, you’ll need to start a new conversation using a proactive template. This happens because phone numbers are tied to messaging integrations, so changing the number also means switching the integration.
Personal Details
- Date of birth
- Gender
- Country of residence
Note: There fields are editable but also synced from external sources.
Professional Details
- Company
- Job title
Stay Preferences
- Allergies
- Room preference
- Additional information / notes
Note: Users can add a preference from a list of preferences that are hard coded.
Language Preferences
- Primary language
- Preferred communication language
Media
- Profile photo
- Name pronunciation file
Other Settings
- Chatbot enabled / disabled
- Mark guest as a minor
2. Fields That Sync Automatically from Connected Systems
These fields are populated or updated automatically when Alliants Experience Platform receives data from an external source. User does not need to fill these in manually — and manual edits may be overwritten the next time a sync occurs. To have it updated, it is recommended to update from the source, for example, PMS.
From Your Property Management System (PMS)
If your property uses a PMS (such as Mews, Infor, Hapi, Opera, Shiji, or similar), the
following guest details will sync automatically when a guest record is received:
- First name, last name, middle name, title
- Email address and phone number
- Company and job title
- Gender and date of birth
- Preferred language
- Loyalty / membership ID
- Additional notes from the PMS
- Profile photo (Infor only)
- Guest addresses, secondary emails, and secondary phone numbers
- VIP status, memberships, and stay preferences set in the PMS
Note: The guest's external ID (their unique ID in the PMS) and the integration type (which PMS is connected) are also stored on the profile automatically — these cannot be manually edited.
From Messaging Platforms (e.g. Smooch, WhatsApp, SMS, Twilio)
When a guest messages your property through a connected channel:
- Detected language — Ahoy detects the language the guest is writing in and records it on the profile
From Other Connected Systems
Depending on your property's integrations, profile data may also sync from platforms such as Ireckonu, SevenRooms, Zenoti, Cendyn, and others. The specific fields synced will depend on what each system provides.
3. A Few Things Worth Knowing
- Phone number changes: If a guest's phone number is updated, their number will need to be re-verified. Any active messaging conversations linked to the old number will also be closed automatically.
- PMS syncs may overwrite manual edits: For fields that come from your PMS (like name, email, or phone number), the PMS data is treated as the source of truth. If the PMS sends an update, it will overwrite changes made manually in the platform.