Summary: Templates are pre-defined messages designed to streamline responses to frequently asked questions and essential guest communications. They help standardise communication while saving time for staff.
Permissions Required:
Brand Templates: Brand Admins only.
Location Templates: Brand Admins and Location Admins.
Department Templates: Conversers and Admins.
Common Use Cases for Templates
Welcome messages for guests checking in.
Information on breakfast timings for in-house guests.
Check-out time reminders for guests departing that day.
Why Use Templates?
✅ Save time when responding to guest inquiries.
✅ Ensure consistency in brand and property communication.
✅ Improve efficiency in guest interactions via AXP chat.
Types of Templates in AXP
AXP supports two types of templates:
Template Type | Description |
Reactive (Responsive) Templates | Used to respond to incoming guest messages or inquiries. |
Proactive (WhatsApp) Templates | Used to initiate messages to guests, such as welcome messages or promotional offers. |
Template Hierarchy
Templates can be created at three levels:
Template Level | Description | Who Can Use It? |
Brand Templates | Used for sharing general information about the brand (e.g., brand updates, standards, promotions). | Brand Admins only |
Location Templates | Used for property-specific information (e.g., events, property updates). | Brand Admins and Location Admins |
Department Templates | Used for department-specific information (e.g., Spa, Housekeeping, F&B). | Conversers, Location Admins, and Brand Admins |
📌 Example of a Brand Admin Templates:
