Problem with Online Chats (Conversations Inbox)

SOLVE
Arun_Opto22
Contributor

We use Online Chats. The other day, randomly, certain Users were no longer getting assigned chats, nor could they assign a chat to themselves. When they tried, the error message said they don't have access to the Inbox. In the chatflow settings, their name was colored in Red. I've checked that they, or the team they are on, do and should have access to the Customer Service (chat) inbox. They've been doing online chats for over a year and this happened suddenly.  I've attached some screenshots. For this example, take a look at Dan White.

 

Help!

 

Chats 1.JPGChats 2.JPGChats 3.JPGChats4.JPGDan White.png

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1 Accepted solution

Accepted Solutions
Adeline_
Solution
Participant | Platinum Partner

Hello there,

 

Can you please confirm that the users in red still have a Paid Seat with the right permissions in Users & Team? 

 

Cheers,

 

Adeline Hochet
HubSpot Consultant | Onboarding Specialist | Digital Marketer

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Adeline_
Solution
Participant | Platinum Partner

Hello there,

 

Can you please confirm that the users in red still have a Paid Seat with the right permissions in Users & Team? 

 

Cheers,

 

Adeline Hochet
HubSpot Consultant | Onboarding Specialist | Digital Marketer

View solution in original post

Arun_Opto22
Contributor

Adeline - Indeed it was related to teams & permissions to the Inbox. What initially threw me off is that it was working for a year, and suddenly it wasn't. We hadn't made any changes to teams/permissions (that I know of). But yes - when I went to the settings I saw that three teams had their boxes "unchecked" for permission. Thank You!

 

Arun

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