We have an agent whose Community PM's aren't being imported into Response for some reason. Their profile in community is correctly configured and they're able to send PM's to community via Response, just none of the PM's sent to them are being pulled in.
Has anybody experienced similar - are there any common troubleshooting steps for these types of issues, or is it a support case?
Solved! Go to Solution.
That seems like a strange issue. It could be a simple configuration change that is necessary. Or perhaps it is something a bit more complicated. I am going to send up a bat-signal for those that may have some ideas....
Just wanted to post here that this has been resolved.
Resolution: Good old fashioned turn it off and back on again but instead of turning it off you stripped the agent from everywhere on SMM and then re-added everything back 🙂
@StevenT, thanks for your help and good to know it's working as expected.
@Kev_B if you run into issues in future, please file a Support ticket so we can have it investigated quickly.