Unable to start a conversation- 1649180324

Clayton

Hello, this is an old issue with one of our clients. I'll explain the whole case because it has been happening for about 4 months now. I haven't found a solution to it yet, but in simplified terms, the problem lies in initiating conversations with clients through the client's trading integration. This client uses Trello to store clients who might potentially close deals with them, and later, their sales team makes active contact with the client. Many times when they try to initiate this contact, a message pops up saying they don't have permission to speak with the contact or the contact doesn't exist. In some cases, updating the contact allows them to enter the conversation, and in some cases, entering /conversation/ in the conversation URL also works (unfortunately, it doesn't work with everyone). In one of my recent tests to solve the problem, I tried to force all the contacts he has on the platform into a new department (to see if it would be possible to access this contact on the chat board), however, I couldn't assign all the contacts to the department because he has over 100,000 contacts on the platform, and because of that, it couldn't process the list of changes in the campaign (it was running for over 8 hours and nothing happened).

It's worth noting that:

The tests conducted were performed on the admin account, which has access to all departments.

The issues mainly occur in the integration named "negociação" and with phone numbers ending in 3131 (which also corresponds to projects with "negociação" at the end of their names).

SMSchat conection link:

Company link: https://app.botatende.com.br/companies/14/edit/0

Integration link:

https://app.botatende.com.br/integrations/13376/edit
https://app.botatende.com.br/integrations/1024/edit

Chatbot link:
https://app.botatende.com.br/chatbot/15012/edit
https://app.botatende.com.br/chatbot/12249/edit

Chat link:

https://app.botatende.com.br/live-chat/conversations/1730509

https://drive.google.com/file/d/1q2DmfUHLlU5YOh10u2eqko6mk0EUQ0CF/view?usp=sharing

Alla

I think this is due to the fact that some company administrators do not have all departments in their settings.
I entered as an administrator who has all departments and all clients of this company are available to me.
If you can provide information about a specific conversation that is not available to a specific operator, then I can check that as well. The conversation that was given in the description is available to me and for all other operators it should also be available because at the time of checking this conversation had no departments.

Some component administrators who do not have all departments. And this means that if a department that is not selected in the operator/ company administrator is assigned for the conversation, then this conversation will not be available in such an operator/company administrator.

Clayton

The 'bot' department is the one I created to test a solution for the problem. I am gathering information from the client, including the admin user, operator user, and links from chats that exhibit the problem. As soon as they get back to me, I will update you.