Service Centers
Service Centers (also called Divisions in the system) are the organizational units that receive and handle guest conversations. Every conversation is routed to exactly one service center, and staff members are assigned to the centers they work in.
Why Service Centers Matter
When a guest scans a QR code, EmberX needs to know which team should handle the conversation. That routing is determined by the service center linked to the QR code’s location. Without a service center, conversations have nowhere to go.
Typical service centers in a hotel: Front Desk, F&B, Housekeeping, Spa, Engineering, Concierge.
Creating a Service Center
- Go to Service Centers in the sidebar.
- Click Add Service Center.
- Fill in the details:
- Name (required) — The display name (e.g., Front Desk)
- Slug (auto-generated) — A URL-safe identifier. Generated from the name automatically; you can change it.
- Description — Optional internal notes about what this service center handles.
- Assign staff members who will receive conversations in this center.
- Click Save.
Assigning Staff
When creating or editing a service center, you can select which users are assigned to it:
- Staff assignments — Users who will see and handle conversations routed to this center.
- Manager assignments — Users with manager-level oversight for this center’s conversations.
Users can belong to multiple service centers.
Editing a Service Center
Click ⋯ → Edit on any service center row to update its name, description, or staff assignments.
Deleting a Service Center
Click ⋯ → Delete. Before deleting, ensure no active QR codes or locations are linked to it — those will lose their routing.
The Urgent Division
In Settings → General, you can designate one service center as the Urgent Division. When a conversation is flagged as urgent or requires immediate attention, it is escalated to this service center in addition to the original one.
Role Requirements
| Action | Minimum role |
|---|---|
| View service centers | Staff |
| Create / edit / delete service centers | Admin |
| Assign staff to service centers | Admin |