Unable to Receive Messages

Since our platform is designed as a sales/support tool, we've built into the platform logic to ensure that multiple agents aren't "stealing" conversations from each other. If you reached out to a contact, they replied but you never got the message, then it is likely that the conversation of that contact is currently live under a different agent.

The quick fix is to ask an Administrator on the account to View All Convos, search the contact and identify if the conversation is live on another agent's queue. If so, then the Admin will be able to transfer that conversation to the appropriate rep.

As a best practice, we recommend that all agents close out any conversations that do not require a response. This will reduce the issue above and keep agent(s) queues clear from noise.

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