Summary: To manage message templates in AXP (Alliants Experience Platform), navigate to Settings > Message Templates where you can create, edit, and organise pre-written responses that conversers can quickly insert into guest conversations for fast, consistent communication.
Permissions Required: Roles required in AXP to manage message templates are Location Administrators, Brand Administrators (for creating/editing templates); All Conversers (for using templates).
Message templates in AXP allow your team to manage pre-written responses for common guest interactions. Templates save time, ensure consistency across your team, and help maintain your brand's tone of voice in every conversation. Conversers can quickly search for and insert templates when replying to guests.
Prerequisites
You must be a Location Administrator or Brand Administrator to create or edit templates
Conversers can use existing templates but cannot create or modify them
How Do I Create a Message Template?
To create a new message template in AXP:
Navigate to Settings from the left-hand menu
Click Message Templates
Click the Create Template button
Enter a Template Name that describes its purpose (e.g., "Welcome Message", "Check-Out Instructions")
Select a Category to organise the template (e.g., Check-In, Concierge, General)
Write the template Content in the text editor
Use Dynamic Variables to personalise templates (see below)
Click Save to make the template available to your team
What Dynamic Variables Can I Use?
Dynamic variables in message templates allow you to insert personalised information that is automatically populated when the template is used. Common dynamic variables include:
Variable | Inserts | Example Output |
| Guest's full name | John Smith |
| Guest's first name | John |
| Assigned room number | 412 |
| Check-in date | 15 March 2026 |
| Check-out date | 18 March 2026 |
| Location/property name | Grand Hotel London |
How Do I Edit or Delete a Template?
To edit or delete an existing message template:
Navigate to Settings > Message Templates
Find the template you want to modify
Click the Edit (pencil) icon to modify the template, or click the Delete (bin) icon to remove it
Make your changes and click Save
Note: Deleting a template does not affect messages already sent using that template.
If the template is a WhatsApp enabled template, with WhatsApp icon next to it, it cannot be edited because the content has been approved by Meta to use. Instead, please clone the template using the action dots on top right, then submit a support ticket to have the new content approved.
How Do Conversers Use Templates in Conversations?
For conversers who want to use templates when replying to guests:
Open a conversation in the Inbox
Click the Templates icon (bookmark) in the reply area
Search for a template by name
Click the template to insert it into your reply
Review and edit the text as needed — dynamic variables will be automatically filled with the guest's details
Click Send
Common Questions
Can I create templates for specific channels only?
Message templates in AXP are channel-agnostic, meaning the same template can be used across SMS, WhatsApp, and in-app messaging. However, be mindful of message length when creating templates — SMS messages have character limits, so templates intended for SMS should be concise. You can organise templates by category to help conversers choose appropriate templates for each channel.
Can templates be shared across multiple locations?
Brand Administrators can create brand-level templates that are available across all locations. Location Administrators can also create location-specific templates that are only available at their location. This allows you to maintain brand consistency while accommodating location-specific information.
How do I organise templates into categories?
When creating or editing a template, select a category from the Category dropdown. You can use existing categories or create new ones. Well-organised categories help conversers find the right template quickly. Common categories include: Conversations, Escalations, Requests, Out of Office, Flows, etc.