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EmberX Help Center

Introduction to EmberX

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Welcome to the EmberX Help Center. This guide will help you understand how the platform works before diving into specific features.

What is EmberX?

EmberX is a guest-service and operations platform designed for hospitality and service businesses (hotels, resorts, service centers). It connects physical locations to support staff through QR codes, real-time chat, and order management — without requiring guests to install any app or create an account.

The core idea is simple:

A guest scans a QR code in their room → a chat opens → staff respond → orders are placed — all tracked in one system.

Core Concepts

Understanding how these five entities relate to each other is essential:

Physical places — rooms, lobbies, service counters. A hotel might have 200 room-type locations. Virtual support departments — Reception, Housekeeping, Room Service. Staff are assigned here. The bridge between a physical Location and a Division. Each QR has a unique URL token. Identified automatically by device fingerprint — no registration required. Placed within a conversation. Staff choose products from the catalog on behalf of the guest.

How It Works — End to End

1. Admin Setup

An administrator configures the system once:

Location (e.g., "Room 101")
    └── QR Code (token: abc123)
            └── Division (e.g., "Reception")
                    └── Staff assigned to Division
  • Each Location is created with a type (room, store, etc.) and optional tags.
  • A QR Code is generated linking that location to a Division.
  • Staff are assigned to Divisions — they only see conversations from their Division.

2. Guest Interaction

When a guest scans the QR code on the wall of Room 101:

  1. Their browser opens https://app.emberx.app/chat/abc123
  2. EmberX identifies the guest by device fingerprint (no login needed)
  3. A Conversation is created inside the linked Division (“Reception”)
  4. The guest types their request in any language (auto-translated for staff)

3. Staff Response

Staff logged into EmberX see the new conversation in their Division inbox:

  • They can reply in the staff’s configured language
  • They can place an Order from the product catalog (e.g., extra towels, room service)
  • For room-type locations, they can set a Check-out date to track the guest’s stay

4. Order Lifecycle

pending  →  wip (in progress)  →  completed
                               →  cancelled

Orders are visible in the Orders dashboard and linked to the originating conversation.

Role-Based Access

Not all staff see the same things. EmberX uses a 7-level role hierarchy to control access:

RoleTypical Use
super_adminSystem owner — manages license and all settings
directorBusiness owner — full access to all data
adminIT/Operations — manages users, locations, QR codes
managerTeam lead — manages conversations, can assign staff
supervisorSenior staff — view and reply to conversations
staffFront-line — reply to conversations in assigned Divisions

See Users & Permissions for the complete permission breakdown.

How This Help Center Works

This documentation is organized into:

  • Getting Started — Conceptual guides like this one
  • Features — Detailed reference for each module (Users, Divisions, Locations, QR Codes, Orders)

Use the search bar at the top of this page (powered by Pagefind) to search across all documentation instantly.

Next Steps