Alert Settings Alerts Troubleshooting knowledge center Top Suggestion
If a rep is not receiving alerts from your Revenue Digital Assistant™, try these simple troubleshooting tips to resolve the issue.
|1. Confirm Contact Information||Login to Conversica's dashboard and navigate to Settings > Users, Profiles & Teams to confirm the email and/or mobile number in the user's profile is correct. If their contact information needs to be updated, refer to How do I edit a user's profile?|
|2. Check Spam Folder||Have the user log into their email inbox and check their Spam folder to see if it contains any response alerts from Conversica. If so, refer to your email provider’s whitelisting instructions to prevent Conversica email alerts from being filtered to Spam.|
|3. Check Rep Assignment||Verify the lead is assigned to the rep in the dashboard. The rep will not receive alerts if the lead is not assigned to them.
If the lead is assigned to the rep in your integrated system, but it is not assigned to the same rep in the dashboard, refer to How to Troubleshoot Lead Assignment Issues for more information.
|4. Confirm Alert Settings||Go to Settings > Users, Profiles & Teams to review the rep’s alert settings.
Verify the alert delivery method. For example, were they expecting a text alert, but they have only opted into email alerts?
Verify the alert type. For example, were they expecting an alert when a new lead was assigned, but they are not opted in to receive New Lead alerts?
Refer to Configure Alert Settings for more information.
|5. Contact Support||If you have tried these troubleshooting tips and the rep is still not receiving alerts, Contact Support.|