Cconnect Omni Channel
Guidance for every feature in your company workspace — Desk tickets, WhatsApp Chat, Call and the settings behind them.
Eleven topics covering all twenty feature areas. Badges show which subscription and role each one needs.
11 topics
Your company workspace keeps members, conversations, tickets and calls together; your role and subscribed products decide which tools you can use.
A live overview of support activity, with shortcuts to the underlying work and a card for each subscribed product.
Read direct customer conversations on your official WhatsApp number and reply inside the customer-service window.
A linked WhatsApp Web phone carries group conversations; direct customer chats stay on the official channel.
Views narrow the inbox by conversation status, channel, group and assignment without changing its messages.
Desk tickets give a customer request a shared owner, priority, status and timeline; opening the list also checks connected mailboxes.
The queue brings inbound WhatsApp, browser and provider calls together, with lifecycle history, recordings and exports.
Your company's shared customer directory. Contact details are saved on the server and stay available after signing out.
Incoming support email creates a Desk ticket; replies keep the ticket's support-address identity and appear in its email timeline.
Your role controls capabilities and the company subscription controls products; both are needed to reach a support tool.
Custom fields capture extra ticket detail. Ticket properties are saved to the shared ticket; conversation values stay local to the browser.
Try a shorter term, or contact support.
Reaching a support tool in Cconnect takes two things at once: a role that carries the capability, and a company subscription that includes the product. Changing only one of them will not open the screen.
The problems members report most, with what each one means and what to do about it.
14 questions
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.
