Reset Your Password

• • I can’t log in
  • I didn’t receive the Password Recovery email
  • I’ve reset my password but I can’t log in
  • I have too many failed login attempts
  • I had an account that was deleted, and I have now been added back
  • Someone else in my organization needs to reset their password

Resend the New User Confirmation Email

• • The user says “Pending” in the Dashboard column
  • The user says “No” in the Dashboard column

Salesforce users

• • Salesforce Classic users
  • Salesforce Lightning users

Reset Your Password

I can’t log in

1. Navigate to the Conversica dashboard login screen: https://my.conversica.com/site/login/
2. Select “Don't Remember Your Password”
3. Enter your email address and click Submit. 
4. Check your email inbox for an email from Conversica with the subject of  "Reset Your Password".
   • • Within the email look for the link that says Click Here to confirm your request for a password change. 
       
5. Enter and re-enter a new password, and click Reset Password. 

I didn’t receive the Password Recovery email

1. Check your Spam and Junk folders. Search for the subject line "Reset Your Password".
2. Add support@conversica.com to your contact list and repeat the steps to Reset Your Password.
3. Have an Admin or Manager on your account verify that your email address is spelled correctly. If your credentials have not been set up yet, they can Resend the New User Confirmation Email to you.
4. If you have not received the Password Recovery email after completing the above steps, reach out to Support for further assistance.

I’ve reset my password but I can’t log in

1. Ensure you’ve entered your email correctly.
   
   • • An Admin or Manager can log in to the dashboard and confirm your username in Settings → Users, Profiles & Teams.
     • If you have multiple users, you can verify your username by opening the Reset Your Password Email.
2. Verify that your previous password is not automatically saved by your browser.
   • Check that your Caps Lock is off and Num Lock is on, if applicable.
3. Clear your browser’s cache and cookies and attempt to log in.
4. If you complete the above steps and are still unable to log in, you can reset your password again. 

I have too many failed login attempts

If you attempt to log in to the dashboard with the wrong username or password more than 50 times, your user account will be temporarily locked for 15 minutes. After the 15 minutes have passed, you may attempt to reset your password but can only try once every 15 minutes.

I had a profile that was deleted, and I have now been added back

When a user is deleted, the account and associated credentials become permanently unavailable. If your previous user was removed, you will be unable to access your account using a Password Recovery email. Instead, you must be re-added by the Admin and follow the steps in the New User Confirmation email to create new credentials.

You may receive an error message if you attempt to reuse your previous username. If this occurs, enter a different username for your new account.

Someone else in my organization needs to reset their password

1. If you are an Admin or Manager of the user who needs assistance, log in to the dashboard. Otherwise, have an Admin or Manager login and complete the below steps.
2. Navigate to Settings > Users, Profiles & Teams.
3. Locate the user and verify that their email address is spelled correctly and that they have Yes listed in the Dashboard column.
   1. If they have not been added to the dashboard or accepted their invite see Resend the New User Confirmation Email instructions.
4. Hover over the user and select Reset Password. 
5. The password reset pop-up box will appear. Confirm by clicking Send Reset Email.
   • The user will receive a password recovery email to the address listed on their account.

Resend the New User Confirmation Email 

If a user does not create login credentials within 14 days of receiving the New User Confirmation email, the link to do so will expire. Follow these steps to quickly and easily send them a new link from the dashboard.

1. Log in to your dashboard and navigate to Settings → Users, Profiles & Teams.
2. Locate the user and verify that their email address is spelled correctly. 
3. Check the user's access status in the Dashboard column and follow the associated instructions below.

The user says “Pending” in the Dashboard column

1. Hover over “Pending” and then select “Verify”.
2. When the Dashboard Login Pending pop-up appears, click “Send” to resend the confirmation email to the user.
3. The email may take a few minutes to arrive in their inbox. When it does, the subject line will say “Welcome to Conversica”. Following the steps in the email will allow the user to confirm their contact information and create credentials.
4. If they do not receive the email, double-check the spelling of their email address. Then, have them check their Spam and Junk folders. If they still do not receive the email, try adding welcome@conversica.com to your contact list and repeat the above steps. Contact Support for further assistance.

The user says “No” in the Dashboard column

1. This means the user has not had their dashboard access toggled on yet. To do so, hover over their name and select Edit.
2. Under Basic Settings scroll down to Miscellaneous Settings.
3. Find Dashboard Access and select the button next to “Yes” to grant access. This will send the New User Confirmation email to the address listed on their account.

Salesforce users

If your Conversica account is integrated with your Salesforce CRM, you will need to sign into Conversica through your Salesforce instance. Before attempting to log in to the Conversica dashboard, please confirm with your Salesforce Administrator that your user profile has the necessary permissions to access Conversica from within Salesforce. 

Follow the instructions below to ensure that you are able to log in to the Conversica dashboard from your Salesforce instance. 

Salesforce Classic users

You’ll want to log in to the Conversica dashboard by clicking on the Conversica tab in the object bar as shown below:

You can also access the Conversica dashboard by clicking on the “+” in the object bar and clicking on Conversica under the All Tabs page:

Adding Conversica to the Object Bar in Salesforce Classic

The Conversica tab will not appear on the object bar by default. In order to add this option to the object bar, you will need to press on the “+” in the object bar, and click Customize My Tabs

This will open the page shown below. Select Conversica in the “Available Tabs” column and click the Add button. Then, click Save

Salesforce Lightning Users

You’ll want to log into Conversica by clicking on the Conversica tab in the object bar as shown below:

This will not appear on the object bar by default. In order to add this option to the object bar, you will need to click on the Apps menu in the top right-hand corner and click View All. This will open the App Launcher. Next, scroll down and click on the link labeled Conversica

Adding Conversica to the Object Bar in Salesforce Lightning

In order to add the Conversica tab to your navigation bar, you will need to click on the edit icon (the pencil icon), which will open the “Edit Lightning App Navigation Items” menu. From here, you will want to click Add More Items

This will open the following menu from which you can search all items by clicking All and entering “Conversica” in the search bar. Once you have found it, click “+” then click on Add 1 Nav Item

This will take you to the following menu where you will finally click Save