Summary: Alliants Experience Platform uses colour-coded dot indicators to help you quickly spot conversations that need attention. All active guest conversations are managed in one centralised place — the Conversations tab.
Permissions Required: Converser
Open Conversations' Visual Indicators
Open the Conversations tab in AXP to see all active guest conversations.
Look for a yellow dot (🟡) next to any conversation — this means the guest has sent a message that has not yet been responded to.
If the yellow dot has changed to a red dot (🔴), this means the conversation has triggered an escalation rule and requires urgent attention.
Click on the conversation to open it and respond to the guest.
💡 Tip: Keep an eye on the Conversations tab regularly to catch yellow dots early — before they escalate to red.
⚠️ Warning: A red dot means an escalation rule has already fired. Prioritise these conversations above others to avoid further escalation.
Common Questions
Q: What does the yellow dot mean?
A: A yellow dot (🟡) next to a conversation means a guest has sent a message that your team has not yet responded to. It is a prompt to check and reply.
Q: What does the red dot mean?
A: A red dot (🔴) means the conversation has gone unresponded long enough to trigger an escalation rule. This indicates urgency — the guest should be replied to as soon as possible.
Q: Where can I find all my active guest conversations?
A: All active conversations are listed in the Conversations tab. This is the centralised location for managing ongoing interactions with guests.
Q: Why can't I find a closed conversation with a guest?
A: Closed conversations are not shown in the Conversations tab — they are stored in the History tab. If you can't see the conversation you're looking for, check your filters. By default, the History tab only shows conversations closed today, so you may need to adjust the date range or other filters to find older ones.