Guest Profile & Records Tab – Akia

What Is the Guest Profile?

Guest profiles are automatically created when Akia imports reservation data from your Property Management System, or you can manually create a guest profile.

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Akia Tip: Locate a guest’s conversation and profile by searching their name, phone number, or email address in the search bar at the top right of the page.

On desktop, the guest profile appears on the right-hand side of the conversation thread. If you are using the mobile app, click the ℹ button to access the profile.

Add a New Guest

Click the + button next to Inbox.

Enter the guest’s name, phone number, or email to create their profile for your current office (if they already exist, you can click on the result to be directed to the conversation).

If you have multiple properties, the guest profile is created for the one that shows in the top left corner (Blueberry Farm in this example)

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Akia Tip: Think of this like creating a new contact in your phone. You can add the name and phone number of your housekeeper or handyman and text them directly from Akia.

Edit Guests

Clicking the Pencil ✏️ icon to the right of a guest’s name will allow you to edit their guest profile, including their name, email, and phone number.

You will also be able to manually add a guest to an Contact Group here and view any Custom Fields you’ve created on the identity level.

You have various options to edit a guest’s information in this window.

Guest Translation

You can automatically translate incoming guest messages by editing the guest’s details, along with enabling translations back into the guest’s preferred language using the widget shown below:

Akia does not automatically translate outgoing messages to ensure the correct language is detected for the guest.

For more information on the translation feature, view our Customer Languages page.

Guest Actions

Clicking the three dots next to a guest’s name will allow you to perform a number of actions on their account.

Pin Conversation: if the staff needs to easily be able to refer back to a conversation with a guest, you can use "pin" on that conversation which will move the conversation to the top of the inbox and it will always persist in the inbox.

Add Reservation: manually add another reservation for the guest. This can be useful for guests who ask to stay longer while they’re on your property, or if you don’t use a PMS.

Advanced: Auto Assignment: auto assigns this guest’s conversation to a specific department or user when they message your property.

Disable Automation: disabling automation will stop any scheduled messages or automatic replies from sending to the guest. You will have to manually re-enable automation if you want Akia’s messages to begin sending to the guest again.

Archive (Akia Admins+ Only): automatically closes the conversation and hides it from your Inbox thread list. When the guest messages your property again, their conversation will reappear with a red dot.

Block (Akia Admins+ Only): if a spam number accidentally got your hotel’s number, blocking the “guest” will prevent them from sending you new messages.

Guest Widgets

Underneath the guest’s name are various widgets that display applicable actions for the guest depending on your property configuration.

Reservations: view and edit the guest’s reservation(s) here. The Last Updated At __ indicates when Akia last received an update from your PMS for the reservation.

Optionally manually create a reservation for the guest by clicking + Create

Mini Apps: track the Mini Apps sent to the guest and which have been signed. You can also send the unsigned Mini Apps to the Kiosk by hovering and clicking on the three dot icon.

Note: Only submittable Mini Apps are shown in the widget, if your Mini App does not require a guest to submit, it will not show here

Tasks: easily check the status of any tasks created for the guest.

Scheduled Messages: monitor queued, sent, and canceled scheduled messages from touchpoints or manually scheduled from the message composer.

Notes: write notes for yourself or your teammates that will remain until they are manually deleted. Other users can add notes or “like” previous notes.

Orders: track the status of orders the guest has submitted.

3rd Party Widgets (RemoteLock): some 3rd party integrations have sidebar widgets. RemoteLock and Flexipass widgets allow you to view and issue digital keys to guests. Work management systems like Alice, Quore, or Knowcross would have a 3rd party widget allowing your team to make tickets from Akia.

Guest Profile on the Mobile App

To go to the guest profile on the mobile app, click on the i icon in the floating window in a guest conversation to switch to their profile. Like the Desktop version, only Akia Admins are able to Archive or Block guest conversations.

Records Tab

You can manage and view guests all your guests in Akia using the Records tab. This is a great way to view guests that are staying on the property, keep track of arriving guests for a specific day or refer back to previous guests who have stayed in the past.

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Akia Tip: If you have multiple properties, you will need to switch between them to see guests for each property. Click your name in the upper right corner and select the property you want to view guest records for.

Akia Admins can add more columns (up to 15) to the Records homepage by clicking on the Columns button. This will let you customize which columns are shown on this page. Some optional columns are as follows:

Mini Apps: check if a guest has been sent a particular Mini App (grey circle) and if it has been signed (blue circle with a checkmark).

Scheduled Messages: check if a guest has been sent a specific scheduled message or not.

All Agreements: at a glance, see what Mini Apps a guest has signed.

Feedback: see the feedback guests have given after being asked to rate their stay.

Rating: see what rating guests have given their stay.

Clicking the **Columns** button will allow you to set which columns you want to see on this tab, and clicking **+ Filter** in the bottom left corner will allow you to narrow your search.

Filtering for Guests

If you're looking for a specific segmentation of guests (e.g., guests that are currently on the property or guests that will be arriving today), you can use the filter functionality.

These are some of the filtering options:

Arrival Date: all guests with specified arrival date.

Departure Date: all guests with the specified departure date.

In-House: all guests that are currently on the property, i.e., the current date is between (inclusive) the guests' check-in and checkout dates.

Engaged Since: all guests that have engaged with your property via Akia after the specified date would show up.

Advanced Filters: additional conditions you can apply to filter guests more (e.g., VIP guests that are arriving today).

Platform: the messaging channel that the guest is connected with (e.g., Text message, Messenger, WhatsApp, Website).

Tags: specific tags that are assigned to guests.

Room Number: room numbers that were assigned to guests (e.g., 100, 200-300, PH1)

Room Type: room type that was assigned to guests (e.g., 2Queen, King)

Provided Rating: previous rating the guest has given after their stay.

VIP: is the guest a VIP guest.

Booking Source: where the reservation originated from (e.g., OTA, Website). This is provided by your PMS.

Agreement Signed/Unsigned: this allows you to filter for guests who have or have not signed a specific Agreement.

Broadcasting

Need to send a message to upcoming or in-house guests? Use our Broadcast function in the Records tab to send the message to each individual guest.

Use Cases

🧑 Designated User: Do you assign specific users to guests throughout their stay? Set up Auto Assignment to automatically assign the conversation to the designated user.

🏝 Guest Wants to Stay Longer: Manually extend a guest’s reservation by clicking the pencil icon in the Reservation widget and editing the Departure Date to ensure they get the appropriate scheduled messages going forward.

📝 Confirm if Arriving Guests Signed the Reg Card: Set the filter and manually follow up with guests who have not signed prior to their arrival.

Go to the Records tab (Arrival Date is selected by default) and click the + icon on the far right to add another column (shown in the red box above). Select All Agreements in the dropdown and Save to see which guests have signed their Agreements.

See Related

Guest Messaging

Broadcast