Alliants Experience Platform (AXP)

Master omni-channel guest communication including SMS, email, WhatsApp, and in-app messaging.

2. Conversations & Messaging

This article explain what may be the cause of messages failed to send.

What Do Conversation Error Messages Mean?

This article explains what do the symbols and icons in a conversation thread mean.

What Do the Symbols and Icons Mean?

This article explains the events in a conversation thread, including escalation rules being triggered, adding departments, closing departments.

How Do I Use Conversation Threads?

How to use the conversation list view, how to select departments, refresh list and how to unfold selected conversations.

How Do I Use the Conversation Side Menu?

How to see additional chat features, how to remove a department from a conversation, and how to close a conversation.

How Do I Use the Conversation Response Panel?

Learn how to use the AXP Conversation Inbox to manage guest messages across all channels including SMS, email, WhatsApp, and in-app messaging, etc.. This article covers how to add a…

How Do I Use the Conversation Inbox?

How Do I Use the Chat Interface?

Messaging Templates - Overview

Learn how to manage departments and close conversations using the chat footer in AXP. Covers adding and removing departments, and how to close a conversation correctly.

How Do I Use the Conversation Window's Footer?

How Do I Use the Conversation List Menu?

Understanding the conversation interface, statuses, and navigation

2.1 Getting Started with Conversations

Learn how to reply to guest messages in AXP, use attachments, quick replies, and message templates for efficient responses.

How Do I Reply to Guest Messages?

This article provides step by step how to send an attachment and the file type AXP supports. There is 5MB size limitation.

How Do I Send Attachments in a Conversation?

This article explains how translation feature works in Conversation module. It explains how to set guest's primary language to ensure translation would work.

How Does Translation Work in Conversations?

A reference guide to all dynamic variables available in AXP message templates, including guest name, booking details, and location information.

What Variables Can I Use in Message Templates?

This article explains how to edit Allin's suggested responses before sending, regenerate a new suggestion, ask Allin for a response after staff have already replied, and rate the quality of…

How to Edit, Regenerate, and Rate Allin Suggestions

Understand what information Allin has access to when generating responses, including guest profiles, bookings, requests, location details, weather data, and its known limitations.

What Data Does Allin Use to Generate Responses?

Users on the Alliants Experience Platform can unsend messages. Administrators can configure the time window during which a sent message can be recalled by the user.

How to Unsend / Recall a Message?

How to Send a Reactive Template?

How to Send Proactive / WhatsApp Templates?

This article explains how AXP automatically translates guest messages and how to manage a guest's primary language. Covers language detection, translating replies, and updating the language setting in the guest…

How to send messages across different channels

2.2 Sending Messages

How Do I Send a Blast Message to Multiple Guests?

How to set up automated check-in messages?

How Do I Set Up Automated Check-In Messages?

How Do I Send a Digital Itinerary?

Blast Messages allow users to send pre-configured message templates to multiple guests at once using proactive templates. It is a feature disabled by default, please contact your success manager to…

Learn how to set up an automated message that is sent to guests when their reservation status changes to "Checked In". Includes steps for configuring the check-in message template in…

Blast messages, automated workflows, and scheduled communications

2.3 Bulk & Automated Messaging

How Do I Add an Internal Note to a Conversation?

This article explains steps to adding a department to a conversation

How Do I Add a Department to a Conversation?

How Do I Mute or Unmute a Conversation?

How Do I Delete a Conversation?

How Do I Report or Delete Messages?

Open Conversations in the Alliants Experience Platform has 2 visual indicators: yellow means new messages, red means it got escalated. When a conversation is closed, it is automatically moved to…

What Do the Coversations' Visual Indicators Mean?

Allin is Alliants Artificial intelligence assistant in AXP. It works by generating responses you can send to a guests previous message, helping you to save time and quickly engage with…

What Is Allin (AI Assistant)?

This article explains how to delete / remove a guest's conversation(s) on Alliants Experience Platform.

This article explains how users block spams by muting a conversation. Users can unmute if the conversation is not a spam.

This article explains how users delete the message from Alliants Experience Platform by reporting it. Brand admins will be able to see it and delete it permanently on the platform.

Learn how to search for specific conversations and use filters to organise your inbox in AXP.

How Do I Search and Filter Conversations?

This article explains the visual indicators on an open Conversations in the Alliants Experience Platform: yellow means new messages, red means it got escalated. When a conversation is closed, it…

Search, filter, assign, and manage conversation workflows

2.4 Managing Conversations

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