Getting Started with EmberX
EmberX is a real-time guest communication platform built for hospitality. Guests scan a QR code, open a chat, and your team replies — with automatic translation so language is never a barrier.
This guide walks through the key setup steps and how the main pieces fit together.
How It Works — The Big Picture
Guest scans QR → Chat opens → Message delivered to your team → Staff replies (auto-translated to guest language)Every conversation starts with a QR code linked to a location (a room, lobby, pool area, etc.) and routed to a service center (your front desk, spa, F&B team, etc.). Staff in that service center receive and respond to the conversation.
Step 1 — Set Up Your Service Centers
Service Centers (also called Divisions) are the internal teams that handle conversations. Each service center receives messages for specific locations or types of requests.
Go to Service Centers in the sidebar and create at least one. Typical names: Front Desk, F&B, Housekeeping, Spa.
Each service center has its own inbox — staff assigned to it see only those conversations.
Learn more about Service Centers →
Step 2 — Create Locations
Locations represent physical places in your property — rooms, suites, restaurant tables, pool areas. When a guest scans a QR from their room, the conversation is tagged with that location.
Go to Locations and add your rooms or areas. You can set a location type (Room, Suite, Common Area, etc.) and optionally assign it to a service center.
Step 3 — Generate QR Codes
QR Codes are the entry point for every guest conversation. Each QR is linked to a location and routes incoming messages to the right service center.
Go to QR Codes → Add QR Code. Select the location and service center, then download or print the QR image.
Place the QR in rooms, on table cards, at the reception, or anywhere guests are likely to need assistance.
Step 4 — Invite Your Team
Users are the staff members who log in to EmberX. Each user has a role that controls what they can see and do.
Go to Users → Invite User and add your team members. Assign each person the appropriate role — Supervisor and Staff for front-line team members, Manager for team leads.
Learn more about Users & Roles →
Step 5 — Go Live
Once your locations, QR codes, and team are set up:
- Print and place the QR codes in guest-facing locations.
- Make sure your team is logged in and monitoring Conversations.
- Test by scanning a QR with a phone and sending a message.
The conversation should appear in your Conversations inbox within seconds.
Next Steps
Once the basics are running, explore these features to get more from EmberX:
- Products — Set up a product catalog and let guests order directly from the chat.
- Promotions — Create promotional banners guests see when they open the chat.
- Broadcasts — Send proactive messages to all active guest conversations.
- Facilities — Let guests book hotel shuttles, classes, or other structured services.
- Spa — Build a bookable spa menu with weekly schedules.
- Feedbacks — Collect structured feedback with star ratings and tags.
Role Reference
| Role | Description |
|---|---|
| super_admin | Full access across all workspaces |
| director | Highest internal role; manages admins |
| admin | Full workspace access; manages users and settings |
| manager | Manages team operations; access to Manager Dashboard |
| supervisor | Team lead; can update booking and conversation status |
| user | Standard internal user |
| staff | Front-line team member; handles conversations |
Most hospitality setups use admin for property managers, supervisor or manager for team leads, and staff for front-line employees.