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Account monitoring

The account monitoring gives an overview of daily operation and the status of your account. To choose between available options, choose the drop-down Monitoring menu () presented in toolbar.

Failed email messages

Failed messages represents a list of failed email messages sent out of your account. These messages are not delivered due to various email transfer errors listed in the "Delivery status" column. The most common errors are:

  • Error code 550: Wrong recipient email address, and
  • Error code 605: Not delivering to previously bounced address.

If any of the recipients in the list is also a registered user in the system (customer or agent), all further notifications to the address are blocked, and the manual action is required. For examples, during the Reply action, you'll find the customer email address is marked with the ban icon .

To make sure that your email notifications are properly delivered to registered users (marked with "®"):

  • Check and update email address for registered users: Customers and Agents. If you find the address is properly inserted, unlock the email delivery by checking on the Enable notifications value.
  • If the error code is 605 (the address is bounced), please, contact our support department.

For unregistered users:

  • Check whether the Email is properly entered in your Log a Call form.

Access log

Access log shows key information about each user login to your site. The page shows last 30 days of login activities including the dates, locations and the client device details.

To view the Access log details, choose Access log from the top-right monitoring drop-down menu. The login activity table shows the following information:

  • Log in - Date and time account was accessed
  • User - Full customer or agent name
  • Out - Date and time of user log out
  • IP Address - IP address of the device used to sign in with a link to IP address Whois details
  • Browser - Browser type and version.
  • Language - Browser language identification code.
  • OS - Operating system family
  • Device - Type of device used to log in - Desktop or Mobile.

You can filter the list using filters from the left-pane: Browser, Language, Device and Operating system. It's also possible to search throughout the list for a user name and download the data in CSV format.

Accout information

This section presents status data of your account, including the technical and subsciption data, such as: account name, Url, technical and billing contacts, number of named agents, queues, and more.

The right-side Purchase subscription plan section allows you to subscribe to Concept, Team, or Premium plan, and also to upgrade the subscription plan.

account information