Overview
"Private Messages are no longer appearing in Care" after updating the Community Support account handle. This issue typically occurs when the integration between Community and Care does not recognize the new handle. The solution involves re-adding the updated account handle as a new account in the integration settings.
Information
Issue: Private messages not appearing in Care after updating Community Support account handle.
Cause: The integration between Community and Care needs to be updated to recognize the new account handle. When the handle changes, Care may not recognize messages sent to the new handle due to outdated source tags.
Resolution Steps:
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Verify Handle Update:
- Confirm the account handle was recently updated.
- Check if public content is still being ingested properly.
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Check Integration Settings:
- Navigate to your Care settings.
- Go to Settings > Rules and Routing > Tags.
- Expand the Community section and then the Private Messages section.
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Re-add Updated Account Handle:
- Remove the old account handle from the integration.
- Add the updated account handle as a new account in the integration settings.
- Save the changes.
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Verify Resolution:
- Check if private messages are now appearing in Care.
- Ensure the new handle is correctly listed in the integration settings.
Note: It may take some time for the integration to update and begin functioning after changes are made.
Frequently Asked Questions
- How do I know if this issue applies to my situation?
- If private messages stopped appearing in Care immediately after updating your Community Support account handle, this issue likely applies to you.
- What should I do if private messages are still not appearing after re-adding the account handle?
- Ensure that the new handle is correctly listed in the integration settings and that all changes have been saved. If the issue persists, contact support for further assistance.
- How long does it take for the integration to update after changes?
- It may take a little time for the integration to update and begin functioning after changes are made. If messages do not appear after a reasonable period, verify the settings or contact support.
Priyanka Bhotika
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