Engage Digital | Why can’t agents see messages, reply,
or initiate discussions?

Issue

Agents are unable to do certain actions when handling messages for a channel, such as:
  • See incoming messages
  • Reply to messages
  • Initiate discussions

Affected environments

RingCentral Engage Digital

Cause

Agents do not have the proper permissions or identity configured to respond on a channel.

Resolution

Check that the proper agent permissions and identities are configured.
 
See Updating agent permissions and Managing agent identities for more information and instructions.
© 1999-2021 RingCentral, Inc. All rights reserved.
Close X
Thanks!
We've sent you a link, please check your phone!
Please allow a full minute between phone number submissions.
There was an issue with SMS sending. Please try again. If the issue persists, please contact support.