Summary: In rare cases, a guest's messages may appear under another guest's profile in AXP. This usually happens when two guest profiles share the same identifier in the messaging system. This article helps you confirm the issue and raise it for resolution.
Permissions Required: Converser or Location Admin role in AXP
Steps to follow
Identify the two affected guests — confirm which guest's name is appearing incorrectly, and who the messages actually belong to.
Check both guest profiles in AXP — open each profile and look at the conversation history. If one guest's messages are showing under the other's profile, this confirms the issue.
Do not attempt to manually move or delete messages — this can cause further data issues. Leave the profiles as-is while the issue is investigated.
Contact your AXP support team and provide the following:
Full names of both affected guests
The property code
Screenshots of both profiles showing the mismatched messages
Approximate date when the issue started
Common Questions
Q: Why are my guest's messages appearing under another guest's name?
A: This happens when two guest profiles in the system share the externalId in AXP. When a message arrives, the system finds the first matching profile — which may not be the correct one. This happens if the profiles were merged in 3rd party integrations. It is a data issue that requires investigation by the support team.
Q: Can the guest's messages be moved to the correct profile?
A: This requires action from the support team and cannot be done directly in AXP. Contact your support team with details of both profiles so they can investigate and escalate to the platform provider if needed.
Q: Will the guest's messages be lost?
A: No. The messages are still in the system — they are simply associated with the wrong profile. Your support team can identify and correct this.
Q: How do I prevent this from happening?
A: This issue originates from how guest identifiers are assigned by the 3rd party integration (e.g. the hotel's mobile app). It is not something that can be controlled from within AXP. If you see it recurring, escalate to your support team so the root cause can be investigated with the platform provider and how Alliants team can fix this for you.
Note:
🗒️ This issue is most common when a guest has stayed at the property multiple times and was checked in under slightly different profile records.
⚠️ Do not merge profiles manually in AXP to resolve this — contact the support team first.