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 and permissions

Managing roles and permissions
Presence statuses
Intro to presence statuses

Configuring presence statuses
Agent capacity
Intro to agent capacity

Managing agent capacity
Channels
Intro to channels

Configuring channels
Communities
Intro to communities

Creating communities
Messaging variables
Intro to messaging variables

Configuring messaging variables
Messaging notification templates
Intro to messaging notification templates

Managing messaging notification templates
Messages
Intro to messages

Creating folders

Using search queries
Categories
Intro to categories

Creating categories
Channel groups
Intro to channel groups

Configuring channel groups
Routing strategies
Intro to routing strategies

Configuring routing strategies
Rules
Intro to rules

Configuring rules

Setting conditions for rules
AI engine
Intro to AI engine

Configuring AI routing

Configuring AI filtering
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
Email templates
Intro to email templates

Configuring email templates
Account settings
Intro to account settings

Configuring account settings
Security settings
Intro to security settings

Configuring security settings
Business hours
Intro to business hours

Setting business hours
Notifications
Intro to notifications

Configuring notifications
Audit log
Intro to audit log

Viewing the audit log
Extensions
Intro to extensions

Configuring extensions

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.

Estado do sistema

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

Issue

Affected environments

Cause

Resolution

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