Summary: Managing guest phone numbers in AXP involves updating, removing, and troubleshooting phone numbers, as well as ensuring synchronisation with external systems like iReckonu. Below is a comprehensive guide to help you effectively manage guest profiles.
Permission: All users. Only Brand Admin can request merging profiles from Help & Support tab on AXP.
Updating or Removing a Phone Number
To update or remove an incorrect phone number from a guest profile:
Locate the Guest Profile: - Use the Search function from the left-hand menu or the Universal Search at the top. - Enter the phone number to find the associated guest profile.
Access the Phone Number Field: - Open the guest’s Full Profile and navigate to the Details tab. - Locate the phone number field.
Edit or Remove the Phone Number: - Click the options (e.g., three dots) next to the phone number and select Edit. - Update or delete the phone number as needed.
Save Changes: - Ensure you save the changes to update the profile.
📓 Note: Use the phone-number search to identify and remove the number from any incorrect profiles to prevent misassociation.
Synchronisation with External Systems (e.g. iReckonu)
When you remove or update a phone number in AXP, it does not break the linkage with iReckonu. Most PMS is one way integration, which means the change won't sync back to PMS. To ensure the correct number synchronised:
Identify the guest profile in iReckonu that holds the primary data source for the phone number.
Confirm that the primary data source is set for the correct guest.
During the next automatic sync, the correct phone number will populate into the appropriate AXP guest profile.
Troubleshooting Common Issues
Phone Number Not Auto-Populating
If a guest’s phone number does not auto-populate when starting a new conversation in AXP:
Ensure the phone number is saved in the Primary phone number field of the guest profile.
Check for duplicate profiles. Duplicate profiles can occur if the guest interacted with another property or channel. Only one profile will surface with the primary phone number.
Request your brand admin to have the duplicate profiles merged to ensure the correct profile is used going forward.
Best Practices for Maintaining Accurate Guest Profiles
Regularly review and update guest profiles to ensure information accuracy.
Use the primary phone number field for the most frequently used contact number.
Address duplicate profiles promptly to avoid confusion and ensure seamless functionality.
By following these steps and best practices, you can effectively manage guest phone numbers in AXP, ensuring accurate and synchronised data across systems.