> ## Documentation Index > Fetch the complete documentation index at: https://docs.z360.biz/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting Guides ## 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. **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. ## 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. **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. ## 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. **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. ## 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. ## 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. **Filters are not working** * Apply the selected filters. * Reset filters and start again. * Confirm date range and channel filters are not excluding the conversation. **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. **Deleted a conversation by mistake** Conversation deletion is irreversible. Use archive or filters when you only need to clean up the active view. ## 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. **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. ## 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. **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** * 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**. * 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** * 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. ## 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. ## 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.