Frequently asked questions

First confirm that you are using your company’s correct system URL and the exact login account created by the administrator. Use the reset option if shown; otherwise ask the administrator to reset the temporary password. Never send a password or one-time code to support.

The current administrator flow creates the login account and temporary password directly; it does not send an email invitation. Confirm the exact account name, reset the temporary password if needed, and check the assigned team and role. Correct the existing record rather than creating a duplicate employee.

Menus may depend on role permissions, plan entitlements, tenant feature gates or required setup. Ask an administrator to check all four. A hidden or disabled feature must not be treated as available.

Check provider authorization, channel status, inbox-to-team mapping, agent access and active filters. Send one test message from a separate customer account and record its time before contacting support.

Read the visible error first. Common causes are an expired channel token, provider window rules, unsupported file type, file-size limit or network failure. Keep the original error and reduce the attachment only when the limit message asks you to.

SLA settings are under Customer Service → Team → SLA Settings at /app/sla-settings. Automatic assignment currently has no Workspace or left-sidebar entry and is reachable only by opening /app/auto-assign directly as an administrator. Its saved strategies are not yet connected to the direct inbound conversation path.

Search using verified email and phone values, then use the supported merge flow when available to authorized users. Do not delete a record merely to hide duplication because it may contain conversation history. Contact support when merge is unavailable.

Check assignment, team visibility, application notification preferences, browser permission and whether the event occurred while you were already viewing the conversation. Notification delivery does not replace monitoring the work queue.

The system should preserve the known limit message and stop the blocked action instead of silently exceeding entitlement. Existing data remains subject to the active plan. Ask an administrator or support to review the exact limit.

No general autonomous promise is made. Sales AI action type and risk are currently rule-driven, with optional generated rationale. Ad AI suggests actions but does not directly write changes to Meta. A person must review external impact before approval.

Business data is scoped to the company tenant and deployment controls. Users must still follow least privilege. Never send passwords, one-time codes, API keys, access tokens or unnecessary customer secrets through chat or screenshots.

They require Max or Enterprise, the deployment gate and the relevant role permission or API scope. Free, Pro and Trial remain blocked in the page and backend. Upgrade restores retained configuration; downgrade blocks use immediately.

Read code, message, requestId and details. Back off after 429. Reuse an Idempotency-Key only for the same intended message; replay returns the original result.

Deduplicate by X-AOS-Event-Id. Network failures, 408, 425, 429 and 5xx retry; other 4xx are terminal. Downgrade cancels pending retries and disabled-period events are not replayed.

Over 10,000 rows or storage failure produces no partial file. Status, permissions and scope are rechecked. Files expire after seven days and signed URLs after five minutes.

Put the app password or authorization code generated in your mailbox security settings, not the password you type on the provider's login page. Gmail, Microsoft 365 and Yahoo call it an app password; QQ Mail, Tencent Exmail and NetEase call it an authorization code. If IMAP was only just switched on, generate the code again afterwards — codes created before IMAP was enabled are sometimes rejected.

Check the IMAP and SMTP host spelling and the ports. IMAP over SSL is normally 993; SMTP is 465 or 587 depending on the provider. NetEase 126 mailboxes need imap.126.com and smtp.126.com rather than the 163 hosts. If the values are right, ask whether the network or mail provider blocks IMAP from outside, which some corporate mail policies do.

Open the completion self-check on the channel again and read which item is not green. A binding can save while mail collection has not started yet; the dialog says so explicitly when that happens. Also confirm the test mail went to the exact connected address and is not sitting in the mailbox's own spam folder, since mail filtered before IMAP never reaches the system.

Facebook only returns Pages the signed-in account administers and that were ticked during authorization. Check that you signed in with the right account, and that the Pages were selected rather than skipped. Pages managed through Business Manager often need the System User sync instead of a personal sign-in.

Re-run the authorization and confirm no messaging permission was unchecked — a Page can bind with reduced permissions and then deliver nothing. Also check the Page is not restricted or unpublished on Facebook, and send a test message from an account that does not administer the Page, since your own admin account behaves differently.

The authorization window is a browser pop-up, so a pop-up blocker stops it silently. Allow pop-ups for this site and try again. Some embedded or in-app browsers cannot open it at all — open AllOne Sales in a normal desktop browser for this step.

QR codes are short-lived by design. Select Regenerate in the dialog to get a fresh one, and have the phone already sitting on the Link a device screen before you generate it.

One WhatsApp number can hold only one binding in the workspace. The message names where the existing binding lives. Release that old binding first, or scan with a different number that is not bound yet. If the slot is still holding a previous number instead, regenerate the code and scan again — the system then treats it as a number change.

No. Use Reconnect on that account in the channel list and scan again — the existing inbox and its conversation history are kept rather than replaced. A binding drops when the phone stays offline for a long time, or when someone removes this device from the phone's linked-devices list.

Authorization runs in a browser pop-up, so a blocker stops it without any message. Allow pop-ups for this site and try again. Embedded and in-app browsers often cannot open it at all — use a normal desktop browser for this step.

Check which TikTok account you actually signed in with — a personal profile without shop or business access authorizes nothing useful. If the right account was used and the sync still comes back empty, capture the time and the account name and contact support through Help & Support; do not repeat the authorization many times, because that does not change the result.

Confirm the change was published rather than only saved in a draft, then reload the page bypassing the cache — a CDN or page cache commonly serves the old HTML for a while. Check the snippet was pasted whole, and that it sits inside the page HTML rather than inside a comment or an escaped text box.

The snippet went into a single page template instead of the shared layout. Move it into the layout or footer template that every page includes. Sites built from several templates — landing pages, checkout, blog — often need it added to each of those templates.

Open Help & Support in the signed-in application and choose Online Support. Include the page, approximate time, action and observed result. Messages may be left at any time; the first release does not promise an immediate response SLA.