Summary: AXP detects the language of incoming guest messages and translates them for your team. When you reply to a translated message, AXP automatically translates your response back into the guest's language — keeping the conversation seamless in both directions.
Permissions Required: Converser, Location Admins and Brand Admins that have Converser roles
How it works
When a message arrives from a guest, AXP detects the language and asks the hotel team to confirm it is correct. Once confirmed, AXP sets this as the guest's primary language for the conversation. From that point on, all replies are automatically translated into the guest's language before being sent.
Translating replies
No extra steps are needed. When you reply to a translated message, AXP automatically translates your response back into the guest's language before it is sent.
🗒️ Note: Translation only applies when replying to a message that was already translated. If a guest writes in English and no translation was triggered, replies will not be translated automatically.
Steps to change the primary language
If the guest's language was detected incorrectly, you can update it at any time from the guest profile.
Click the guest's name at the top of the conversation to open the sidebar
Click About under their name
Click the blue pencil icon next to their details
Select the correct language from the dropdown
Click the blue checkmark to save
AXP will now translate all further messages into the newly selected language.
Common Questions
Q: Will my reply be translated automatically?
A: Yes — if you reply to a message that AXP has already translated, your response will be automatically translated back into the guest's language before it is sent. No additional steps are needed. See how to translated response can be sent:
Q: What if the wrong language was detected?
A: You can update the guest's primary language at any time from the guest profile in the sidebar. Follow the steps above to select the correct language. AXP will apply the new language to all messages going forward.
Q: Does changing the primary language affect previous messages?
A: No. Changing the primary language only affects messages sent after the update. Previous messages in the conversation are not re-translated.
Q: Can I turn off translation for a specific guest?
A: There is no option to disable translation per conversation once a primary language has been set. If you need assistance with a specific case, contact the Alliants support team.