Summary: To reply to a guest message in AXP, open the conversation in your Inbox, type your response in the reply box at the bottom, optionally attach files or insert a message template, and click Send.
Permissions Required: Roles required in AXP to reply to guest messages are Conversers, Front Desk Staff, Concierge Teams.
Replying to guest messages is the core activity in the Conversations module. AXP provides several tools to help you respond quickly and consistently.
How Do I Reply to a Message?
Open the conversation from your Inbox
Read the guest's message in the conversation thread
Type your reply in the Reply box at the bottom
Optionally: attach files (paperclip icon), insert a template (bookmark icon)
Click Send or press Enter after confirming your reply
⚠️ Important: The Typing bar is designed with a character limit and offers guidance on usage, including instructions for features such as "Shift+ Return" to add a new line.
How Do I Use Message Templates?
Click the Templates icon (bookmark) in the reply area
Search for a template by name or browse categories
Click the template to insert it into your reply
Edit the text as needed — dynamic variables auto-populate with the guest's details
Click Send
How Do I Attach Files?
Click the Attachment icon (paperclip) in the reply area
Select the file from your computer
The file uploads and attaches to your message
Click Send
Supported file types include images (JPEG, PNG), documents (PDF), and other common formats. File size is limited to 25MB. Image size is limited to 5MB.
⚠️ Important: File size is limited to 25MB. Image size is limited to 5MB. If the file is bigger, please choose a different way to communicate with guests, such as email.
Common Questions
Q: Can I edit a message after sending?
A: Messages cannot be edited after they are sent. However, you can unsend a message by holding it for a set period of time after sending. It can be configured for a whole brand. Please raise this request to your brand's admin.
The unsend window duration can be configured by brand admins under Settings > Locations > Brand. See How to Unsend / Recall a Message for more details.
If the unsend window has passed or not configured, you will need to send a follow-up message with the corrected details.