Applicable only for Omni channel accounts


Possible Questions/Errors:


Resolution Path

My agents don't have access to chat/caller instances


1. In the case of Omnichannel accounts, the agent module in unified and Freshdesk will remain as the source of truth for agents.

2. To give agents access to chat/caller accounts, the admin has to enable chat/caller from under admin>>agents>>edit agent 

3. In case customers reach out saying that their agents are not visible in chat/caller instances, please request them to enable required channels from under admin>>agents>>edit agent.


I am unable to provide permissions to chat/caller instances from under admin>>agents


1. As a first step, we'll have to enable chat/caller channel permissions from under admin>>agents>>edit agent

2. In some cases, after saving the settings, the channels might get unchecked due to some issues on our end. 

3. To debug further, please request a HAR file from the customer while saving the settings along with a video grab and occasional agent access.

4. Raise an L2 ticket with the support L2 to take this forward.