Alliants Experience Platform (AXP)

This article outlines the standard process for user creation and provides troubleshooting guidance for common login or access issues. Accounts are managed through Global Active Directory (GAD) and supported by…

Four Seasons Users Creation and Login Troubleshooting

If you're an admin and you've noticed that new messages don't appear automatically in your inbox, this is intentional. The platform is designed so that admins need to manually refresh…

Why Do I Not See New Messages?

This article explains one of the causes of why SMS messages cannot send for users, or how guests can opt out of SMS messaging that stops SMS messaging between users…

Why SMS messaging stopped or How can guests opt out of SMS messaging?

The Platform has a feature to remove or hide images if it contains sensitive personal information, such as credit cards, ID, or travel documents and inappropriate content. For security reasons,…

Why an Image / Photo Automatically Removed or Hidden?

If a template's variables are not populated as expected, there are few common reasons such as profile's fields don't match the variable, or there are white spaces in the variables/profile's…

Why Are My Template's Variables Not Populated?

Internal notes help team members share information about a conversation without the guest seeing it. However, not every user can add internal notes to every conversation. Access depends mainly on…

Who Can Add Internal Notes to a Conversation

If your message to a guest via WeChat channel failed due to 'function category of API need to be confirmed by component rid: {abc123xxx}', you will need to check your…

How to fix if WeChat messaging fails due to 61016

Use this guide to verify that escalation rules are correctly set up and functioning for your department.

🔍 How to Check If Escalation Rules Are Working Properly

Message failed to send because more than 24 hours have passed since the customer last replied to this number

Pro-active Whats Template Not Sending - 24 Hour Error Message

Error: Too Many Requests In Line Messaging Channel

US Phone Numbers Outbound / Pro-active Messages

Why can't I send an outbound message to a guest phone number?

Error Message: This Message Was not Delivered to Maintain a Healthy Ecosystem?

Can a Reactive Whatsapp Template be used at any time?

Why did my Message to a Guest not get Sent from the Default Channel?

Resolve issues about frequently asked questions relating to Conversations module

Conversations & Messaging

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