When I'm in the middle of a chat, why does the chat remain open and doesn't go away on the app when I lose contact with a customer?
If you're in the middle of a chat and the customer just closes their chat window without ending the chat, it takes the Contact Center system some time to end that chat on the agent end. The chat with that customer may remain on the TernioSwitch for a while before disappearing, but it will go away on its own.
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How do I remove a user that has been removed from the contact center?
For our adding and removing users section of our dashboard, whoever has access as an admin should also have full access to the contact center to be authorized to see all users. Some people do not have full access and when they go to the Ternio Admin ...
I can't sign into the App or Dashboard?
A couple of things we will want to check. Are you able to login to the contact center directly using the same username and password you are using on the Ternio mobile app? Ternio uses your contact center login information to authenticate the user ...
Battery Optimization or Background App Refresh on iPhones
The Ternio app may go into the background and can log out if iPhone settings are not set for Background App Refresh. Here's how to fix that: iPHONE Tap the Settings Scroll down until you get to TernioCX or TernioF9. Make sure that Background App ...
Can my call data from the Ternio mobile app go into our Salesforce application?
This is an Add-On feature for the app. Please contact your Ternio sales rep or reach out to sales@ternio.com and someone will assist answering any questions you may have and can get the process started.
What do I do if I can’t receive calls on my Ternio app?
IMPORTANT! Confirm that the number that's been entered on the sign in page of the App is the correct mobile number. Here are some examples of issues: IMPORTANT! Confirm that they do not have a "Do Not Disturb" setting enabled To check for blocked ...