Summary: In-app messaging in the AXP (Alliants Experience Platform) Guest App provides a chat-like interface where guests can send text messages, photos, and files to hotel staff. Messages are delivered to the AXP Conversations inbox where staff can respond. The conversation is persistent throughout the guest's stay and supports real-time and asynchronous communication.
Permissions Required: Roles required in AXP to perform this action are Front Desk Staff, Conversers, Guest Experience Teams.
In-app messaging is the most direct communication channel between guests and staff through the Guest App. It provides a familiar chat experience that guests are comfortable using.
Guest Messaging Experience
Starting a Conversation
Guests tap the Chat or Message icon in the Guest App to start or continue a conversation. There is one persistent conversation thread per stay.
Message Types
Guests can send text messages, share photos (useful for reporting issues), and share files under 5M.
Response Indicators
Guests see message delivery confirmations, read receipts (if enabled), and typing indicators when staff are composing a reply.
What Staff See
In-app messages appear in the AXP Conversations inbox alongside messages from other channels. Staff can respond normally and the reply is delivered to the guest's app in real-time.