Summary: WhatsApp group chats let your concierge team talk to a whole household in one WhatsApp chat, instead of messaging each resident separately. You create the group from the unit's page, pick who to include, and each resident gets an invite in their own WhatsApp chat with your property. Once they join, group messages appear in your normal inbox.
Permissions Required: Access to conversations at the property (for example, a converser) to create and manage groups.
🗒️ Note: WhatsApp group chats are for residences and must be turned on for your brand by Alliants. If not, please ask your brand admin to raise a Change Request with your Alliants customer success manager.
Your property also needs one active WhatsApp number. If the Create group button is greyed out, raise a Change Request with your Alliants Customer Success Manager or Alliants support team.
Before you start
A group can have up to 7 residents, plus your concierge team.
A unit can have more than one group.
Residents you can add are owners, tenants, family members and household staff on the current tenancy. Each one needs a linked profile, a valid mobile number and consent to receive chat messages.
Everyone in the group sees every message and each other's phone numbers. Keep anything private in the resident's own one-to-one chat.
Steps to follow
Go to Residences and open the unit.
Open the Tenancy & residents tab.
In the WhatsApp groups section, click Create group.
Check the group name. It's set to the unit name plus "household" by default. Don't use a resident's name.
Choose the department. This decides which out-of-hours replies the group gets.
Select the residents to invite. Anyone who can't be added is greyed out, with the reason next to their name.
Click Create group.
Wait for the status to change from Creating to Active. Invites are then sent automatically.
💡 Tip: You don't need to send the invites yourself. AXP sends one to each resident as soon as the group is Active.
How residents join
Each resident receives an invite in their own WhatsApp chat with your property. The wording is a standard WhatsApp message and can't be changed.
The resident taps the link in the invite.
AXP checks they were invited and lets them in.
You can see the invite in the resident's one-to-one chat in AXP, along with its delivery ticks.
🗒️ Info: Only people you invited can join. If someone forwards the link to another person, AXP turns them away and adds a note for your team showing the last four digits of their number. Residents don't see this note.
Group statuses
Status | What it means |
Creating | WhatsApp is setting up the group. |
Active | The group is ready. Invites go out and you can send messages. |
Couldn't be created | WhatsApp didn't set up the group. Click Remove from list and create it again. |
Suspended | WhatsApp has paused the group. You can read past messages but can't send until it clears. |
Deleted | The group has been closed. The chat is kept in AXP as a read-only record. |
ℹ️ Info: When a group isn't Active, a banner replaces the message box and explains why.
Member statuses
To see who's in the group, open the group chat and click the members button at the top.
Status | What it means |
Not sent | The invite hasn't gone out. A reason may show under the name. |
Invited | The invite was sent. You're waiting for the resident to join. |
Joined | The resident is in the group. |
Left | The resident left the group. You can invite them again with Add member. |
Removed | Your team removed them. They can't rejoin this group. |
If an invite isn't sent
What you see | What to do |
Not sent with "status unknown" | Open the resident's one-to-one chat. Only resend if the invite isn't there. |
Not sent with "no invite template" | Don't resend. Contact Alliants support. |
Invite failed | Click Resend invite once. If it fails again, contact Alliants support with the resident's name and the time. |
"Too soon" when resending | Wait 10 minutes. You can resend to each person once every 10 minutes. |
Sending messages to the group
Group chats appear in your normal inbox, next to one-to-one chats, with the group's name.
Each message shows who sent it.
Until a resident writes in the group, you can only send a pre-approved WhatsApp template. Once a resident writes, you can reply freely for 24 hours after their last message, just like one-to-one chats.
Common Questions
Q: How do I add someone to the group later?
A: Open the group's members list and click Add member. Only eligible residents of the unit who aren't already in the group are shown.
Q: How do I remove someone from the group?
A: Open the members list and click Remove next to their name, then confirm. This is permanent. WhatsApp won't let that number back into the group.
Q: How do I delete a group?
A: Open the group chat, click the menu at the top of the chat and choose Delete group, then confirm. Everyone, including your team, is removed. This can't be undone, but the chat stays in AXP as a read-only record.
Q: Can I resend an invite?
A: Yes. Open the members list and click Resend invite next to anyone who is Not sent or Invited. You can do this once every 10 minutes per person.
Q: Why can't I select a resident when creating the group?
A: They don't meet one of the requirements, or you've already picked 7 residents. If they're greyed out, the reason is shown next to their name.
Q: Will Allin reply to messages in the group?
A: No. Allin doesn't suggest or send replies in group chats. Out-of-hours replies still go to the group.
Q: Do group chats get the satisfaction survey?
A: No. The satisfaction survey isn't sent to group chats.
Q: Why is the Create group button greyed out?
A: Your property needs one active WhatsApp number to use group chats. Contact Alliants support to check your setup.