Summary: AXP can send a welcome message to a guest at check-in through two independent mechanisms: the location's Check-in Message Template setting (under Settings > Locations > [find the location] > Guest App Configuration), and a separate automated Flow.
If both are configured and enabled at the same time, a guest will receive two welcome messages — one from each. This article explains how to spot this and how to get the redundant one disabled.
Permissions Required: Location Admin or Brand Admin to view the configuration.
Only an approved Brand Admin can raise a Change Request to disable a Flow.
Why this happens
There are two separate places in AXP that can trigger a welcome message on check-in:
Check-in Message Template — a setting under Settings > Locations > [find the location] > Guest App Configuration that sends a chosen template whenever a reservation moves to Checked In.
A Flow — a separate automation that can independently be set up to trigger on check-in and send its own message template.
These two mechanisms don't know about each other. If a location has a check-in template selected and a Flow configured to send a welcome message on the same trigger, a guest checking in will receive both — one message from each source.
💡 Tips: There's also a separate, unrelated cause - if the same guest has two bookings that are both checked in around the same time, each check-in is a distinct trigger event. This means the guest can receive two welcome messages even if only one mechanism (the template or the Flow) is configured - one message per booking, not because of a configuration overlap.
Steps to follow
To identify the cause:
Go to Settings > Locations, find the location, and open Guest App Configuration. Check whether a template is selected under Check-in Message Template.
You will see the template name here, you can double check if the template's content matches the message guest received by going to Settings > Message template, search for the name, click in and then check the Template body:
ℹ️ Important: Only Brand Admin or Location Admin has access to Settings on AXP. Please raise to your admins if you don't have access.
Go to Flows > Flows Manager and search using the location's short code. Check whether a Flow exists for that location that also triggers on check-in and sends a message (for example, a "Welcome Message" flow).
To see exactly which message the Flow sends and check if it matches the message guest receives, find the template Name is referenced in the step, follow the steps above in step 1 to find the template and cross check.
💡 Tip: If template ID is referenced in the Flow's welcome message step, Here is how a Brand Admin or Location admin can locate it:
go to Settings > Message Templates and replace the ID in the URL after
/message-templates/with that template ID, for example:https://alliants.app/settings/message-templates/[template ID]?departments[]&messageTemplateTypes[]. This opens the exact template the Flow is using.
ℹ️ Important: Only Brand Admin has access to Flows on AXP. If you can't find it in your navigation, you don't have the required role, or Flows isn't enabled for your brand. Please raise to your Brand admins for assistance.
2. If both are present, this is the cause of the duplicate — each one independently sends its own message using the designated templates when the guest checks in.
3. If only one mechanism is configured, check whether the guest has two separate bookings that were both checked in around the same time. If so, each check-in triggered its own message, independently of the Flow/template setup above.
4. Also confirm from the PMS reservation's audit log whether the booking was checked in, reversed back to a pre-arrival status, and then checked in again.
Each pre-arrival → Checked In transition triggers AXP again, so a reversal followed by a second check-in will also send two welcome messages.
How to raise a Change Request to disable the redundant one:
Decide which mechanism should stay. In most cases, keep the simpler Check-in Message Template setting and disable the Flow — unless the Flow is doing something the template can't (for example, sending a different message to VIP guests).
An approved Brand Admin for your brand needs to submit a Change Request asking for the redundant Flow to be disabled. Include the Flow's name and, if known, its ID or link. See Change Request Process for how to submit one.
Once the Change Request is actioned, test with a new check-in to confirm the guest now receives only one welcome message.
Common Questions
Q: Is this a bug in AXP?
A: No. Both the Check-in Message Template and Flows are designed to independently trigger a message on check-in. If both are configured for the same location, they will both fire — this is a configuration overlap, not a fault.
Q: How do I know which one to keep?
A: This depends on what your property needs. If the Flow isn't doing anything beyond sending a welcome message, keep the location-level Check-in Message Template and disable the Flow, since it's simpler to manage.
However, If the Flow has extra logic (e.g. a different message for VIP or long-stay guests), you may want to keep the Flow and clear the Check-in Message Template instead — see How to Unselect a Check-in Message Template.
ℹ️ Info: This needs Brand Admin to disable flows, and Brand Admins or Location Admins to change the settings in Guest App Configuration.
Q: Can Alliants Support disable the Flow for us directly?
A: No. Disabling or modifying a Flow requires a Change Request submitted by an approved Brand Admin for your brand if no Brand Admins can take the action. Support can help confirm the cause and identify which Flow is responsible, but the change itself must go through the Change Request process.
Q: Who counts as an approved Brand Admin for raising a Change Request?
A: This is specific to each brand — every brand has an agreed list of nominated admins authorised to raise Change Requests. If you're not sure who's on this list for your brand, check with your Alliants Customer Success Manager.
Q: We only have one mechanism configured (just the template, or just the Flow) — why did the guest still get two messages?
A: Check whether the guest has two separate bookings that were both checked in at around the same time. Each check-in is its own trigger event, so the guest receives one welcome message per booking, even though there's no overlap between a Flow and the Check-in Message Template.
Q: The guest only had one booking, and only one mechanism is configured. Could it still be a duplicate?
A: Yes — check the PMS reservation's audit log. If the booking was checked in, reversed back to a pre-arrival status, and then checked in again, AXP sends a message for each pre-arrival → Checked In transition.
A reversal followed by a second check-in will look identical to a duplicate, but the cause is on the PMS side, not in AXP's configuration.
Q: We only want the Flow to send the welcome message, not the check-in template. What do we do?
A: Raise a Change Request (or ask your Brand Admin or Location Admin to self-serve, if permitted) to clear the Check-in Message Template selection for the location, leaving the Flow as the only source of the message.
🗒️ Note: When reporting duplicate welcome messages to Alliants Support, include the guest name, reservation number, and the approximate times the two messages were sent.
This helps the team confirm quickly whether both a Flow and a Check-in Message Template are configured for that location.