Frequently asked questions

First confirm that you are using your company’s correct system URL and the exact login account created by the administrator. Use the reset option if shown; otherwise ask the administrator to reset the temporary password. Never send a password or one-time code to support.

During employee onboarding, an authorized HR administrator creates or links the login account. Confirm the exact account name, employee record and assigned role; use Accounts or Roles to correct access. Do not create a duplicate employee just to reset a password.

Menus may depend on role permissions, plan entitlements, tenant feature gates or required setup. Ask an administrator to check all four. A hidden or disabled feature must not be treated as available.

Check assignment, team visibility, application notification preferences, browser permission and whether the event occurred while you were already viewing the conversation. Notification delivery does not replace monitoring the work queue.

The system should preserve the known limit message and stop the blocked action instead of silently exceeding entitlement. Existing data remains subject to the active plan. Ask an administrator or support to review the exact limit.

Business data is scoped to the company tenant and deployment controls. Users must still follow least privilege. Never send passwords, one-time codes, API keys, access tokens or unnecessary customer secrets through chat or screenshots.

Check provider authorization, channel status, inbox-to-team mapping, agent access and active filters. Send one test message from a separate customer account and record its time before contacting support.

Check the mailbox type and authentication method first. Providers that support authorization codes or app passwords need that generated value, not the web login password. Microsoft 365 / Exchange Online IMAP requires modern authentication; generating another app password cannot restore basic authentication. Ask the administrator to confirm OAuth support. Send support the provider name, time and error, never the password or code.

Check the IMAP and SMTP host spelling and the ports. IMAP over SSL is normally 993; SMTP is 465 or 587 depending on the provider. NetEase 126 mailboxes need imap.126.com and smtp.126.com rather than the 163 hosts. If the values are right, ask whether the network or mail provider blocks IMAP from outside, which some corporate mail policies do.

Open the completion self-check on the channel again and read which item is not green. A binding can save while mail collection has not started yet; the dialog says so explicitly when that happens. Also confirm the test mail went to the exact connected address and is not sitting in the mailbox's own spam folder, since mail filtered before IMAP never reaches the system.

Check the signed-in account, its access to the intended Pages, and which Pages were selected during authorization. A Business Manager relationship alone does not determine the connection method. Use System User only if your administrator has configured and confirmed that route; record the visible error if the expected Pages remain missing.

Check the Page’s messaging permissions, provider restrictions, channel assignment and active inbox filters. Send one test message from a separate customer account. Reauthorize only when the visible error or missing permission calls for it, then test again.

Check the browser’s pop-up notice and allow the authorization window for this site. If an embedded browser cannot open it, use a normal desktop browser. If it still fails, keep the visible error and time for support instead of repeatedly clicking.

QR codes are short-lived by design. Select Regenerate in the dialog to get a fresh one, and have the phone already sitting on the Link a device screen before you generate it.

Check the existing binding named in the message. If that is the account you want, open its channel entry and use the available reconnection flow. Do not delete a working binding just to create another. If you intend to move the number, have the administrator confirm the old binding and impact before releasing it.

Use Reconnect on the existing channel account and follow the QR instructions; this flow keeps the inbox and conversation history. Check whether the linked device was removed, the provider session expired, or the channel shows another error. A primary phone being briefly offline is not by itself proof of the cause.

Authorization runs in a browser pop-up, so a blocker stops it without any message. Allow pop-ups for this site and try again. Embedded and in-app browsers often cannot open it at all — use a normal desktop browser for this step.

Confirm that you used the intended TikTok account and that its type and messaging access are supported by this deployment. If the account is correct but the result remains empty, record the time and visible error and contact support. Do not repeat authorization without a specific error to address.

Confirm the change was published rather than only saved in a draft, then reload the page bypassing the cache — a CDN or page cache commonly serves the old HTML for a while. Check the snippet was pasted whole, and that it sits inside the page HTML rather than inside a comment or an escaped text box.

The snippet went into a single page template instead of the shared layout. Move it into the layout or footer template that every page includes. Sites built from several templates — landing pages, checkout, blog — often need it added to each of those templates.

Read the visible error first. Common causes are an expired channel token, provider window rules, unsupported file type, file-size limit or network failure. Keep the original error and reduce the attachment only when the limit message asks you to.

SLA settings are under Customer Service → Team → SLA Settings at /app/sla-settings. Automatic assignment currently has no Workspace or left-sidebar entry and is reachable only by opening /app/auto-assign directly as an administrator. Its saved strategies are not yet connected to the direct inbound conversation path.

Search using verified email and phone values, then use the supported merge flow when available to authorized users. Do not delete a record merely to hide duplication because it may contain conversation history. Contact support when merge is unavailable.

AI suggestions need human review. Sales AI uses AI assessment or rule fallback according to configuration and budget. Supported Meta pause actions can enter an approved execution queue when enabled. Approval is not proof of success: check the execution receipt and any failure or rollback result.

The signed-in user must pass data_export.advanced export, source export and active-user checks. One job runs at a time with five queued, and more than 10,000 rows fails without truncation. Storage or permission failures show a reason. Files expire after seven days and signed URLs after five minutes; recreate an expired job. Blank values stay blank and IDs stay strings.

All three capabilities require their deployment runtime switches. Pooled deployments additionally require the relevant Max or Enterprise entitlement; dedicated private deployments do not purchase Max. API keys are administrator-only, and keys issued in this workspace explicitly enable the public API. Webhooks require integration.manage view for reads, edit for create/edit/test/retry/rotation, or delete for deletion. Entering the workspace requires integration.manage view; exports also require data_export.advanced export plus the selected source module export permission; active-user checks apply to the signed-in export UI.

Use your deployment domain and the public reference at /app/int/docs?section=api&lang=en or /app/int/docs?section=api&lang=zh. Read response code, message, requestId and details. Honor Retry-After on 429 and runtime rate-limit headers. Reuse an 8–64 character Idempotency-Key only for the same text request; accepted or queued is not channel delivery. Revoke an exposed key and issue a replacement.

Deduplicate durably by X-AOS-Event-Id after constant-time HMAC verification. Network errors, 408, 425, 429 and 5xx retry up to seven total attempts; other 4xx stop. A manual retry requires a failed, valid, enabled delivery with attempts remaining, keeps the event ID, and may arrive after newer events. Disable, delete or downgrade cancels backlog, and re-enable does not replay disabled-period events.

When signed in, open Help & Support → Online Support. Include the page, time, action and actual result. If you cannot sign in, ask your company administrator; they can use the official contact form linked in this page footer when the public form is enabled. Never send credentials.