How can we help you?

Getting started

The workspace short name is what identifies your company at sign-in.

Ask a colleague or your administrator for the workspace link. Use the short name from that link in the “Company workspace” field on the general login screen. If “Continue with Google” is available, fill in the workspace before using it.

Getting started

That screen is the expected state for an account still awaiting access — signing in again will not grant the tools.

Ask your administrator to confirm both your role and the relevant subscribed products. Once both are in place, sign in again.

Dashboard

The company subscription does not cover that product.

Ask your administrator to arrange it. Changing your role alone will not add the product.

WhatsApp Chat

The customer-service window has closed, so a free-form reply can no longer be sent.

Wait for the customer to write again, or ask your administrator about sending an approved template.

WhatsApp Chat

The conversation was closed, which hides the composer.

Choose “Reopen”, then reply.

WhatsApp Groups

Groups ride on a linked WhatsApp Web phone, so the link itself may have dropped or expired.

Show the current QR code and scan it with the intended phone. If the status reads “Failed” or “Stopped”, stop and reconnect the phone, then check whether WhatsApp logged out or blocked the number.

Use one WhatsApp Web session per phone, on a different number from the official Cloud API number. This channel is unofficial and can get a number banned.

Inbox views

View preferences, assignment and resolved state in a local view are stored in that browser, not on the server.

Use shared tickets and internal notes to hand work over. Don't treat a local view as a team assignment record.

Tickets

An active filter is almost always narrowing the list.

Choose “Clear filters” or “Clear all”, then search the ticket number again.

Calls

You can handle only one call at a time.

End the current call before accepting another. If Answer is disabled instead, the call was offered to another agent — wait for an offer to you, and check browser phone readiness for SIP calls.

Calls

Browser site permissions control both the microphone and playback.

Allow the microphone and sound for the site in your browser's site settings, check the selected microphone and speaker, then answer the next call.

Contacts

Mobile numbers are unique in the shared directory.

Search for the number and edit the existing contact instead of creating a second one.

Email support

The support address needs a working forwarding route or mail-server access.

Ask your administrator to check the forwarding route, and use “Check mail” for a custom incoming mailbox. An address showing “Disabled” in the Email servers list must be enabled in “Edit” and saved.

Email support

Saved credentials are never displayed again.

Leave the field blank to keep the current credential. Enter a value only when you are replacing it. If an inbound secret was not copied, generate a replacement and update the forwarding service to use the new value.

Team & roles · Ticket fields

The first is a seat limit; the second is field validation.

For members: remove someone who has left, or arrange more seats. The role selector stays disabled for the only administrator — promote a second one first.

For fields: complete every required field using its configured type, then choose “Update properties” again.

Automations

A new rule is created switched off, so it stays inactive until someone enables it.

Open the rule and tick “Enable this rule when saved”, or use the toggle in the rules list. If it is already enabled, open “Preview” to see whether its conditions match a sample event — the preview shows each condition's actual and previous value. “Condition checks” in the execution history shows the same for real events.

Automations

The receiving endpoint rejected the request, or the rule stopped at the first failure.

Use “Send test” on the action to see the response. Check the method, URL and authentication, and whether the endpoint needs headers or specific payload fields. Saved secrets are not shown again — leave the field blank to keep the current one.

Under “Execution settings”, “On failure” decides whether the rule stops or continues with its remaining actions, and failed actions can be retried. The execution history records each attempt with its HTTP status.

Buddy AI Agent

Automated replies are configured per connected number, so a number can be left switched off even when another one answers.

In Settings › Buddy AI Agent, select the number rather than “Workspace default” and check it is enabled, then choose “Save chatbot”. Confirm the knowledge base endpoint and its ID are reachable from the service; the agent answers from that knowledge base, so an endpoint that cannot be called returns nothing to send.

Calls

A transfer needs another agent who is signed in, has Call access and is not already on a call.

Ask a colleague to sign in and free their line, then choose “Transfer call” and pick them under “Transfer to”. Once sent, only the agent you selected can answer that leg — it will not appear in anyone else's queue, so a transfer to someone who has stepped away stays unanswered until it fails.

Calls

Inbound BYOC calling needs the company connection configured and the browser phone switched on for your session.

Ask your administrator to check that Settings › Channels › Voice shows Twilio BYOC as “Configured”. Then choose “Enable Twilio phone” in the call area and allow the microphone for the site. A call that is not picked up within the configured ring time stops ringing on its own.

Customer API

There is no Settings screen for API tokens in this release — an administrator creates them for you.

Ask your administrator for a token, saying which integration it is for and what it has to do. Permissions are granted one at a time — reading tickets, writing tickets, reading conversations and channels, sending WhatsApp, sending email, reading message status — so ask only for the ones the integration actually uses. The token is shown once, when it is created, and cannot be retrieved afterwards. Put it wherever that integration reads its secrets, not in a shared document.

Customer API

Tokens expire, they can be revoked, and the whole API can be switched off for the deployment.

Tokens last 90 days by default and 365 at most, so check the issue date first. If it has not expired, ask your administrator whether it was revoked — issuing the replacement before revoking the old one avoids a gap. If a brand-new token fails the same way, the API is not switched on for your deployment yet; no token will fix that.

Customer API

The request allowance is counted per company rather than per token, in fixed one-minute windows.

The default is 60 requests a minute for the whole company, shared across every integration and every token, so another integration's burst can use up yours. Spread scheduled work across the minute instead of firing at the top of it, and page through lists rather than refetching them. Every authenticated request counts, including ones that then fail on a permission or validation check.

Customer API

The send was submitted but its outcome was never confirmed, so Cconnect will not guess at it and will not resend on its own.

Check the provider's own delivery log first — the message may well have arrived. Do not retry it by generating a fresh idempotency key: that is a second send, not a retry. Reusing the original key returns the original result instead of sending again. Email replies through SMTP or Gmail report nothing beyond “sent” in this release, as neither returns delivery or read receipts.

Customer API

This release has no webhook subscriptions for customers, so nothing is pushed to you by the API itself.

Poll instead: list tickets or conversations on a schedule, and look a message up by its ID for status. If you do need something pushed when an event happens inside Cconnect, an Automations rule can call a webhook on your side — ask your administrator to build one for the event you care about.