Summary: The Conversation Inbox in AXP (Alliants Experience Platform) is your central hub for managing all guest messages across every channel — use it to read, respond to, add other teams, and track conversations with guests via SMS, email, WhatsApp, and in-app messaging and so on.
Permissions Required: Roles required in AXP to use the conversation inbox are Front Desk Staff, Concierge Teams, all Conversers.
The Conversation Inbox in AXP brings together all guest messages from every communication channel into a single, unified interface. Whether a guest contacts you via SMS text message, email, WhatsApp, or the Guest Mobile App, their conversation appears in your inbox so you can respond quickly and efficiently.
How Do I Access the Conversation Inbox?
To access the Conversation Inbox in AXP:
Click Conversations in the left-hand navigation menu
The inbox displays all conversations available to your department(s) according to your account. Your account's default department's conversations will be selected by default
Use the inbox tabs to switch between Open Conversations from default department, Select other departments, and Select All conversation
Understanding the Inbox Layout
The Conversation Inbox layout is divided into three main panels:
Conversation List (Left Panel) — Shows all conversations with a preview of the latest message, the guest's name, and the time of the last activity
Conversation Thread (Centre Panel) — Displays the full message history with the selected guest, including messages from all channels, and the channel icon
Guest Details (Right Panel) — Shows the guest's profile information, current booking details, active requests, and quick actions
How Do I Reply to a Guest?
To reply to a guest conversation in the inbox:
Click on the conversation in the left panel to open it
Type your message in the Reply box at the bottom of the conversation thread
Please note that the reply goes through the channel the guest last used
Optionally attach files, images, or use a Message Template for common responses
Click Send or press Enter to confirm and then send your reply
How Do I Add Another Department?
To pass conversations to another team in the inbox:
Open the conversation you want to pass on
Click the + button next to the reply box > Add department
Search for and select the team or department
The conversation will move to the assigned department's inbox
How Do I Close a Conversation?
To close a conversation after it has been resolved:
Click the Close button next to the reply box. Or click Close conversation (after clicking "..." icon) at the top of the conversation
The conversation moves to the History tab
If the guest sends a new message, the conversation automatically reopens
How Do I Mute a Conversation?
Click the Mute conversation button (clock "..." icon)
The conversation will be muted. Upcoming messages from the spammer will not notify your team and it will not affect your response time in reports.
Common Questions
Can I see which channel a guest used to send their message?
Yes, each message in the conversation thread displays a channel icon indicating whether it was sent via SMS, email, WhatsApp, or the mobile app.
What happens when a guest messages from multiple channels?
When a guest messages your location from multiple channels, AXP consolidates all messages into a single conversation thread linked to their guest profile. This means you can see their SMS, email, WhatsApp, and in-app messages all in one place, providing complete context for every interaction.
Can I add internal notes to a conversation?
Yes, you can add internal notes to any conversation by clicking the Add internal note option on the "+" next to the reply area. Internal notes are visible only to your team and are not sent to the guest. Use notes to share context with colleagues, document special instructions, or add follow-up reminders.
How do I use message templates in conversations?
To use a message template, click the Template next to the reply area, then search for or browse available templates. Click a template to insert it into your reply. You can edit the template text before sending. Templates are managed by Admins from Settings > Message Templates.