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Creating Conversations (Email, SMS, Phone)

My email didn’t send
  • Ensure you selected a connected email account (Settings → Emails)
  • Confirm recipient email is valid
  • Check if the contact is DND-enabled (DND blocks outgoing)
My SMS didn’t send
  • Ensure a phone number is configured in Settings → Phone
  • Confirm the contact is not DND or Blocked
  • If telephony isn’t active, confirm A2P 10DLC is completed (required for SMS/calls)
I can’t call from the Inbox
  • Make sure at least one phone number exists (Buy Numbers)
  • Ensure calling permissions are enabled for your user on that number
  • Confirm availability rules aren’t routing calls unexpectedly

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Adding Tickets, Notes, and Reminders from Inbox

Ticket didn’t link to the conversation
  • Ensure you created it from within the conversation window
  • If created elsewhere, link it manually from the conversation details panel (Tickets section)
Reminder isn’t showing
  • Check if you filtered the reminders to “current conversation only”
  • Confirm you selected a date/time and clicked Create
Notes are not visible to another teammate
  • Notes are internal, but visibility can still depend on roles/permissions
  • Confirm the teammate has access to that conversation/contact

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Managing Conversations (Search, Filter, Assign, Favorites, Bulk Actions)

Search shows no results
  • Clear filters first (filters can hide results)
  • Try partial search (first name instead of full name)
  • Confirm the conversation exists under the right channel
Filters aren’t working
  • You must click Apply Filters after selecting them
  • Use Reset to remove all filters and start over
I can’t reply to the conversation
  • The conversation may be currently handled by AI/another assignee
  • Click Take over to reply as a human
  • If the contact is in DND, outgoing replies are blocked
Deleted a conversation by mistake
  • Conversation deletion is irreversible
  • Confirm before deleting, especially when bulk-selecting

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Viewing Conversation Details (Tickets, Notes, Reminders, Inquiries, Threads, Activities, Tags)

Tickets/notes/reminders don’t appear
  • Check the filter: “current conversation” vs “all conversations”
  • Confirm you’re looking at the right conversation thread
Threads look incomplete
  • Filter may be limiting by type (email vs phone vs live chat)
  • Remove date range filters and retry

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Inbox Settings (Email, Phone, Live Chat)

Gmail account not connecting
  • Try signing in again
  • Make sure you’re using the correct Google account
  • Remove and reconnect if needed
Phone number not usable for all team members
  • Check “users allowed to make calls” settings for that number
  • Ensure the user has permissions to use telephony features
Live chat widget isn’t appearing
  • Confirm widget code is installed on your site header/footer
  • Check if you deployed/published changes on your website platform

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DND vs Block Contact

Why can’t I send messages to a contact?
  • Check if the contact is in DND
  • Check if the contact is Blocked
  • If AI is assigned, you may need to Take over before replying

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Vonage call forwarding

Calls Are Not Forwarding After Hours Possible Causes:
  • Schedule times are set incorrectly
  • Forwarding rule is not activated
  • External number is entered incorrectly
Solutions:
  1. Verify your after-hours schedule matches your actual business hours
  2. Check that the forwarding rule is enabled (toggle should be ON)
  3. Confirm the external number has the correct format (include area code, no extra characters)
  4. Ensure you clicked “Save” after making changes

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Forwarding to Wrong Number

Solution:
  1. Return to Schedules and Call Flows
  2. Edit the after hours schedule
  3. Update the external number field
  4. Save changes and test

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Can’t Find Virtual Receptionist Option

Possible Causes:
  • Insufficient admin permissions
  • Feature not included in your plan
Solutions:
  1. Contact your Vonage account administrator to verify permissions
  2. Check with Vonage support to confirm your plan includes Virtual Receptionist features

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Changes Not Taking Effect

Solutions:
  1. Clear your browser cache and refresh the page
  2. Log out and log back in to the admin portal
  3. Wait 5-10 minutes for changes to propagate through the system
  4. If issues persist, contact Vonage support

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External Number Receives No Calls

Solutions:
  1. Verify the external number is active and can receive calls
  2. Check with your external number provider for any call blocking
  3. Confirm there are no conflicting forwarding rules
  4. Test by calling your main line during after-hours time

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Best Practices for Inbox

  • Use Favorites for high-priority conversations
  • Filter by Unread + Assignee to prioritize response queues
  • Always check Details panel before replying for context
  • Add tickets for anything that needs tracking
  • Use reminders for time-based follow-ups
  • Assign AI agent to live chat for instant responses
  • Use DND to pause outreach; use Block for full stop