Troubleshooting Guides

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Creating Conversations (Email, SMS, Phone)

My email did not send

• Ensure you selected a connected email account in Settings > Emails.
• Confirm the recipient email address is valid.
• Check whether the contact is in DND. DND blocks outgoing communication.
• Reconnect the email account if the account connection is expired.

My SMS did not send

• Ensure a phone number is configured in Settings > Phone.
• Confirm the contact is not in DND or blocked.
• Confirm Enable Texting is turned on for the selected phone number.
• Confirm A2P 10DLC registration is complete when required for your messaging setup.
• Check that the selected phone number is healthy and assigned correctly.

I see “No phone numbers available” in the dialpad

• Add or buy a phone number in Settings > Phone.
• Confirm your user is allowed to make calls from at least one number.
• Ask an admin to check phone-number assignment and calling permissions.

Web calling is not supported in my browser Z360 web calling does not support Firefox. Switch to Chrome or Safari to place calls from the web dialpad. The dialpad says “Connection Failed”

• Change networks and try again.
• Try a mobile hotspot if your current network blocks the calling connection.
• Refresh the page after the network changes.
• Confirm your browser can access the microphone.

The dialpad says the call cannot be placed

• Read the message shown in the dialpad.
• Confirm the contact has not blocked calls and does not have DND enabled.
• Confirm your user can place calls from the selected phone number.
• If your organization uses prepaid billing, check wallet balance and monthly spend cap settings.
• Try again after clearing the restriction shown in the message.

I pressed a key during a call but the external menu did not respond

• Confirm the call is still connected before pressing the key.
• Open the in-call dialpad and press the digit again.
• If the destination is your own Z360 IVR menu, call the number from an outside phone and test each route from Settings > Phone > IVR.
• Confirm the menu option points to the correct Z360 user or external number.

Microphone access is required

• Allow microphone access in your browser settings.
• Refresh the page after granting permission.
• If you use external microphones, reconnect the device and try again.
• In browsers that support it, choose the correct audio input device before placing or answering calls.

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Active Calls and Conference Participants

I cannot put a call on hold or resume it

• Confirm the call is still active.
• Wait a moment if another hold or resume action is already processing.
• Refresh the call screen if the call controls look out of sync.
• If the call is part of a conference, check whether the current conference state supports hold controls.

I cannot add someone to an active call

• Confirm the call is still connected.
• Confirm your user has permission to place calls from the selected phone number.
• Open the add participant option and choose either User or Number.
• For a teammate, select the user from the list.
• For an outside participant, enter a valid phone number such as +15555550123.
• If the option is not visible, refresh the call screen and confirm the call has not already ended.

I cannot pick up a ringing call

• Wait a moment and try the pickup control again if another device or teammate may also be ringing.
• Confirm the call is still ringing and has not already been answered or ended.
• Check your call preferences to make sure the current device is allowed to ring.
• Refresh the Inbox if the call controls look out of sync.

Conference participant did not join

• Check the participant status: ringing, connected, left, or no answer.
• If the participant shows no answer, add them again while the call is still active.
• Confirm the user or phone number was selected correctly.
• Confirm the call was not ended before the participant joined.
• If adding an outside number, confirm the number can receive calls and includes the correct country code.
• If several participants are being added, wait for the participant controls to update before adding the next one.

The customer cannot hear the added participant

• Confirm the added participant status is connected.
• Ask the added participant to check their microphone or phone audio.
• If the participant joined from a browser, confirm microphone permission is allowed.
• Remove and re-add the participant if they connected with no audio.

Call audio is coming from the wrong speaker or microphone

• Refresh audio devices from the calling controls when available.
• Select the correct microphone and speaker.
• Reconnect Bluetooth or USB audio devices if they do not appear.
• Some browsers randomize device IDs, so reselect the device after a browser restart if needed.

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Call Transcripts and Summaries

Transcript is not showing on a phone call

• Confirm the call has completed.
• Wait for transcription processing to finish.
• Refresh the conversation.
• Some failed or very short calls may not have usable transcript content.

Transcript translation is not available

• Confirm the message is a phone call message.
• Confirm the call already has a transcript.
• Choose a supported translation language from the transcript language menu.
• Try again later if transcript processing is still running.

Speaker labels look wrong on an outbound call transcript

• Refresh the conversation after transcript processing finishes.
• Confirm the message is an outbound phone call message.
• If the labels still look wrong, compare the call recording with the transcript and report the call to support.

The translated transcript did not appear

• Refresh the conversation after translation completes.
• Re-select the language from the transcript dropdown.
• Try the request again if the translation service did not return a translated transcript.

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Adding Tickets, Notes, and Reminders from Inbox

Ticket did not link to the conversation

• Create the ticket from within the conversation when possible.
• If created elsewhere, link it manually from the conversation details panel.

Reminder is not showing

• Check whether the reminders section is filtered to the current conversation only.
• Confirm you selected a date and time.
• Refresh the details panel.

Notes are not visible to another teammate

• Confirm the teammate has access to that conversation or contact.
• Check role and permission settings.

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Managing Conversations

Search shows no results

• Clear filters first.
• Try a partial name, email, or phone search.
• Confirm the conversation exists under the expected channel.

New messages are not appearing in real time

• Check your internet connection.
• Refresh the Inbox and reopen the conversation.
• Confirm you are viewing the correct organization and conversation filters.
• If messages arrive after refresh but not live, keep the page open and report the issue to support.

A new Livechat visitor did not see the first reply

• Ask the visitor to keep the widget open for a few seconds.
• Refresh the website in a private/incognito window and send another test message.
• Confirm the test conversation appears in your Z360 Inbox.
• Check that the current widget embed code is installed from Settings > Live Chat.

Filters are not working

• Apply the selected filters.
• Reset filters and start again.
• Confirm date range and channel filters are not excluding the conversation.

A saved Inbox view does not show the conversations I expected

• Open the view and review the active filters.
• Check whether the conversation is archived, unassigned, or assigned to someone else.
• Clear filters and recreate the view if the saved filter no longer matches your queue.
• Confirm you are in the correct organization.

Message filters hide too much of the conversation

• Open the message filter in the conversation header.
• Check the selected Sender and Message Type values.
• Click Reset to show the full conversation again.

I cannot reply to the conversation

• The conversation may be handled by AI or another assignee.
• Click Take over when available to reply as a human.
• Check DND and blocked status.

Z360 says the From channel was deleted or unavailable

• Keep the old conversation for history, but do not expect replies to send from a deleted channel.
• Start a new conversation from an active email, phone, or fax channel when Z360 says the channel was deleted.
• Reactivate or reconnect the channel when Z360 says it is unavailable and your team still wants to use it.
• Ask an admin to review Settings > Emails, Settings > Phone, or fax settings if you cannot access channel setup.

An AI Expert did not continue after a new customer message

• Confirm the expert is active in AI Studio > Experts.
• Check whether the expert has access to the conversation and the tools it needs.
• Review whether the conversation was taken over by a human or paused by DND or Block Contact.
• If the expert still does not continue, start a new expert run from the conversation when available.

Email conversation link opens a page-not-found screen

• Confirm you are signed into the organization that owns the email conversation.
• Switch to the correct organization and open the link again.
• Search the Inbox by customer name, subject, or email address if the direct link still does not open.
• Refresh Z360 after switching organizations so the Inbox loads the current workspace.

Deleted a conversation by mistake Conversation deletion is irreversible. Use archive or filters when you only need to clean up the active view.

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Viewing Conversation Details

Tickets, notes, or reminders do not appear

• Check the section filter, such as current conversation vs all conversations.
• Confirm you are viewing the correct conversation thread.
• Remove date range filters and refresh.

An SMS reaction appears on the wrong message

• Refresh the conversation to reload the thread.
• Confirm the reaction belongs to the message in the customer’s phone app if possible.
• If the thread still shows the reaction on the wrong multi-line message, report the conversation to support.

A message from Ask Z shows as an unknown sender

• Refresh the conversation.
• Confirm the message was sent by Ask Z or an AI agent.
• If the sender label still shows unknown, report the conversation so support can review the message attribution.

Threads look incomplete

• Remove channel or date filters.
• Check whether you are viewing a phone thread grouped by the same to/from phone numbers.
• Refresh the details panel.

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Inbox Settings

Gmail account is not connecting

• Sign in again with the correct Google account.
• Remove and reconnect the account if it stays expired.
• Confirm the account owner still has permission to connect it.

Phone number is not usable for all team members

• Check who is allowed to make calls from the number.
• Check default assignees.
• Confirm the user’s role includes telephony permissions.

Phone number settings are not saving

• If Receiving Mode is Direct users, select at least one receiving user.
• Do not combine the AI agent with human receiving users.
• Make sure every receiving user is also allowed to make calls from the number.
• If Receiving Mode is Transfer, enter a valid U.S. transfer number.
• If a fallback is Forward to personal number, enter a valid U.S. forwarding number.
• Confirm CNAM Listing Name is filled in when CNAM listing is enabled.

Calls are not forwarding to the external number

• Confirm the number is set to Receiving Mode: Transfer, or that the fallback is set to Forward to personal number.
• Check the transfer or forwarding number format, such as +15555550123.
• Call the Z360 number from an outside phone after saving.
• If forwarding is used only outside working hours, confirm the schedule currently counts as unavailable.
• Review the phone number’s working-hours settings because availability rules also affect IVR, transfer, and supported AI-agent routing.

Call transfer does not start

• Confirm the transfer destination is a valid phone number or teammate.
• Use a complete U.S. phone number when transferring outside Z360.
• Check whether the active call is still connected before starting the transfer.
• If the transfer button stays disabled, refresh the call controls and try again with a validated destination.

Callers are waiting in queue too long

• Confirm at least one human receiving user is selected for the number.
• Check whether all receiving users are already on calls.
• Review fallback behavior for no-answer or timeout cases.
• If queueing repeatedly falls back, test the phone number outside peak hours and review receiving-user availability.

E-911 shows a phone number as Missing

• Open Settings > Phone > E-911.
• Confirm the emergency address is complete.
• Click Save and sync again.
• Check that the phone number is active.
• Contact support if the phone number stays missing after a successful sync.

IVR menu sends callers to the wrong place

• Confirm callers hear the expected Welcome Message before the keypress options.
• Review each keypress destination in Settings > Phone > IVR.
• Confirm each Action Type and Action Target use the right Z360 user or valid U.S. phone number.
• Make sure the phone number itself has Receiving Mode set to IVR.
• If callers should press *, confirm the menu says “star” when announcing the option.
• Test the caller path from an outside line after saving changes.
• Keep unused options disabled or remove them so callers do not reach stale routes.

IVR trigger is not saving

• Add a Welcome Message for the IVR menu.
• Make sure each key is only configured once.
• Add a Message for every trigger.
• If the action transfers to an external number, enter a valid U.S. phone number.
• If the action transfers to a Z360 user, confirm the selected user still belongs to the organization.

Live chat widget is not appearing

• Confirm the widget code is installed on your website.
• Publish or deploy the website after adding the code.
• Check whether another script manager is blocking the widget.

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DND vs Block Contact

Why can’t I send messages to a contact?

• DND blocks outgoing communication.
• Block Contact blocks incoming and outgoing communication.
• If AI is assigned, take over the conversation before replying.

Why can’t I place an outbound browser call?

• Z360 checks the contact before dialing.
• If the contact has blocked calls or has DND enabled, clear the restriction before trying again.
• If your organization uses prepaid billing, also confirm the billing balance can cover the call.

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Best Practices for Inbox

• Use favorites for high-priority conversations.
• Filter by unread and assignee to prioritize queues.
• Check the details panel before replying.
• Add tickets for work that needs tracking.
• Use reminders for time-based follow-ups.
• Use DND to pause outreach and Block Contact for a full stop.