Overview

Admin

Agent

Analytics

Integrations

For Developers

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

Agent configuration
Intro to agent configuration

Creating an agent

Updating agent permissions

Assigning roles to agents

Managing agent identities

Updating agent profiles

Editing agents in bulk
Teams
Intro to teams

Creating teams
Roles and permissions
Intro to roles

Managing roles
Entry points
Intro to entry points

Configuring entry points
Communities
Intro to communities

Creating communities
Messages
Intro to messages

Creating folders

Using search queries
Categories
Intro to categories

Creating categories
Rules
Intro to rules

Configuring rules

Setting conditions for rules
Custom fields & identity tags
Intro to custom fields

Adding custom fields

Using identity tags
Reply assistant
Intro to the reply assistant

Organizing groups

Configuring groups
Basic settings
Intro to settings

Configuring account settings

Configuring security settings

Setting business hours

Adding notifications

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.

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