Summary: To create a department in AXP (Alliants Experience Platform), go to Settings → Departments, click Add Department, enter the department name and description, and save. Departments are used for routing conversations, assigning requests, and organising team workloads.
Permissions Required: Roles required in AXP to create departments are Brand Administrators, Location Administrators.
Departments in AXP represent operational teams within a location. They help organise staff, route incoming communications, and manage request assignments.
Creating a Department
Step 1: Add Department
In Settings → Departments, click Add Department. Enter a name (e.g., "Front Desk", "Concierge", "Housekeeping", "Spa") and a description.
Step 2: Configure Escalations, Opening Hours
Set up escalation rules to automatically forward conversations or send emails after certain seconds of no responding. You can also set up Opening Hours and select out of hour message templates.
Common Departments
Typical hotel departments include Front Desk, Concierge, Housekeeping, Food & Beverage, Spa & Wellness, Maintenance, Reservations, and Guest Relations.
Common Questions:
Q: Are Escalations 1–4 different levels of severity, like a step-by-step warning system?
A: No, Escalations 1–4 are not severity levels and they are not sequential. They are simply separate escalation options that you can configure individually, each with its own timing, actions, and forwarding rules. For example, Escalation 1 could send an email after 10 seconds, while Escalation 2 could forward the message to another department after 30 seconds.