Summary: This glossary provides definitions for all key terms, features, roles, and concepts used throughout the Alliants Experience Platform (AXP). Use it as a quick reference when you encounter unfamiliar terminology.

AXP — Alliants Experience Platform. The main software platform used by hotel staff to manage guest communications, bookings, requests, and services.

Main Dashboard — The central hub after login. Provides quick actions, search, and notification access.

Today Page — An overview of today's activity: arrivals, departures, requests due, and reminders.

History Page — A view of past conversations with status, department, and timestamp details.

Side Panel — The panel that slides in from the right when viewing details (profiles, requests, bookings) without leaving the current page.

Action Button (⋮) — The three-dot menu button in the top-right corner of most screens. Reveals context-specific actions.

Blue + Icon — Quick action button in the top-right of the dashboard or next to the messaging text box. Opens creation options.

Global Navigation Menu — The left-hand side menu with links to all major sections.

Guided Tour — Interactive step-by-step walkthrough built into certain AXP features.

Guest — An end customer or hotel guest whose profile and booking data is managed in AXP.

Profile — A guest's record in AXP containing their contact details, preferences, booking history, and conversation history.

Full Profile — The complete profile view (as opposed to the sidebar quick-view).

Quick Profile — The abbreviated profile view shown in the sidebar.

User — A staff member who can log into AXP.

Brand Admin — Highest-level administrator role. Can manage all settings, users, locations, and integrations.

Location Admin — Administrator for a specific property or location. Can manage users and settings within their location.

Converser — Staff role with permissions to view conversations, profiles, bookings, and requests.

Marketer / Vendor — External service providers or partners with limited access to certain profiles or requests.

Conversation — A messaging thread between staff and a guest across any channel (SMS, WhatsApp, email, in-app).

Active Conversations — Conversations currently open and awaiting response, shown in the Conversations tab.

Conversation Thread — The full history of messages within a single conversation.

Conversation Side Menu — The expandable panel within a conversation showing guest profile, booking, and request details.

Response Panel — The area below the conversation thread with tools for composing replies.

Internal Note — A staff-only note added to a conversation that guests cannot see.

Allin — Alliants' AI assistant that generates suggested responses for guest messages.

Muting — Silencing notifications for a specific conversation. It sits at a conversation's top right corner, and it shows when users click (⋮).

Translation — Automatic language detection and translation of guest messages.

Blast Message — A message sent to multiple guests at once using pre-configured templates with Liquid Variables. It sits within Bookings tab > Actions.

Liquid Variables — Personalisaion information used in templates (e.g., guest name, room number, check-in date).

Digital Itinerary — A personalised guest itinerary that can be sent via conversation.

Booking — A reservation record in AXP, typically synced from the PMS.

Booking Status — The current state of a reservation. Possible statuses include: Due In, Checked In, Due Out, Checked Out, Departed, Cancelled, No Show, Day Use, Reserved, and Waitlisted.

Due In — Guest's arrival date is today.

Checked In — Guest has completed check-in.

Due Out — Guest's departure date is today.

Checked Out — Guest has completed check-out.

Day Use — Arrival and departure date are the same.

No Show — Guest did not arrive on their expected arrival date.

Group Bookings — Multiple bookings that share the same group code.

OTA — Online Travel Agency. The source channel for a booking.

Request — A guest service request (e.g., extra towels, restaurant reservation, hosuekeeping).

Request Type — AXP categorises requests into up to seven types, each with its own tab.

Open Request — A general-purpose request type for items that don't fit a specific category.

Check-in Request — A request related to the contactless check-in process.

Check-out Request — A request related to the contactless check-out process.

Concierge Request — A request for concierge services (restaurant bookings, activities, etc.).

Service Order — A task created from a conversation and sent to a task management system (one-way integration).

Request Form — A configurable form template used to capture specific information when creating a request.

Request Calendar — A calendar view of requests organised by date.

Duplicate Request — Creating a new request based on an existing one for recurring or similar needs.

Request Actions — The context menu (via ⋮ button) available on a request: Edit, Duplicate, Print, Show/Hide on Itinerary, etc.

Tasks & Reminders — Follow-up actions and time-based alerts attached to requests.

Digital Key — A virtual room key stored on a guest's mobile device (Apple Wallet or Google Wallet).

Mobile Key — Synonym for Digital Key.

Key Type — The method of key delivery: App, Physical, or Wallet.

Device Status — The current state of a digital key: Issued, Revoked, Issue Failed, or Revoke Failed.

Device Type — The guest's mobile platform (iOS or Android).

Digital Keys Menu — The management interface for viewing and controlling all issued digital keys.

Vendor — An external service provider catalogued in AXP (restaurant, spa, tour company, etc.).

Vendor Service — A specific offering from a vendor (e.g., "Sunset Boat Tour" from a tour company).

Vendor Status — The operating state of a vendor: Active, Closed Temporarily, Closed Permanently, Archived, or Do Not Use.

Vendor Tags — Labels used to categorise vendors (e.g., "Restaurant", "Spa", "Activities").

Vendor Policies — Guidelines attached to a vendor: Cancellation Policy, Disclaimers, Dress Code, etc.

Brand — The top-level organisational entity in AXP (typically a hotel group or company).

Location — A specific property or site within a Brand.

Department — A team or functional area within a Location (e.g., Front Desk, Housekeeping, Concierge).

Room Type — A category of room (e.g., Deluxe Suite, Standard Double) configured per Location.

Brand Theme — Visual branding settings (logo, colours, avatar) applied across all Locations.

Location Theme — Property-specific visual overrides (logo, hero image, colours).

Notifications — System alerts for bookings, requests, conversations, and followed items.

Reminders — Time-based alerts set by staff for follow-up actions.

Follow — Subscribing to receive notifications about changes to a specific booking, profile, or request.

Browser Tab Notification — A blue icon indicator in the browser tab when new messages arrive.

Desktop Notification — A pop-up notification from the browser when new messages arrive.

PMS — Property Management System. The hotel's core reservation system (e.g., Oracle Opera, HotSOS, Mews).

Smooch / Sunshine — Zendesk's messaging platform used for channel integrations.

SpaSoft — Spa management integration.