Agents FAQs and Troubleshooting
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Customer Profile
- Q. Customer replies are appearing in the wrong order in the Conversation Timeline
- Q. What does ‘Conversation was closed automatically’ in the Conversation Timeline mean?
- Q. I can’t preview PDF attachments in the Conversation Timeline.
- Q. Can I add a Customer’s photo to their Profile?
- Q. The Conversation Timeline says a Conversation was rerouted because of a conflicting offer. What does that mean?
- Q. How are Conversations separated in the Conversation Timeline?
- Q. What does ‘externalCustomerid does not equal existing externalCustomerId’ error mean?
- Q. Why is the Conversation Timeline saying to contact our developer?
- Q. I can’t merge Profiles because they have different external customer ids.
- Q. Why is the Conversation Timeline is showing ‘The conversation history could not be loaded’?
- Q. How do I delete attachments/images in the Conversation Timeline?
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Helping Customers
- Q. Why is there no sound along with a notification?
- Q. Why is a Customer’s request appearing on an unrelated Customer’s Profile?
- Q. Why am I getting errors when requesting more customers to help?
- Q. Why am I not receiving any work from Customers?
- Q. Why can’t I close a Conversation?
- Q. A Customer sent me private/sensitive data. What should I do?
- Q. Can we unmerge Customer Profiles accidentally merged?
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Communications
- Q. Why are emails to eBay marketplace customers failing to send?
- Q. I’m not available for chat but why am I receiving chat requests?
- Q. Why did I receive a chat while on a phone call?
- Q. Why did I receive a call and a message at the same time?
- Q. I’m not receiving new emails but I’m ‘available’ in the Email, Task, Voicemail Channel.
- Q. Why are emails appearing in our Voice-only Inbox?
- Q. Why do I keep getting errors when sending an email?
