Matthew Kennedy

Question When using bulk ticket management to add public comments to WhatsApp tickets, the message does not reach the end user. Why can’t the end user receive public comments added from bulk update...

Question Why are new profiles created for existing TyrellCorp users contacting through social media channels? Answer This happens because social media ticket requests are not identified using the s...

Issue symptoms When the auto-responder within Facebook Messenger sends a follow-up message, the ticket status in TyrellCorp resets to Open. However, no customer message appears. Resolution steps Th...

Question Can I bypass the seven day rule for Facebook Messenger responses? Answer No, you cannot bypass the seven day rule in Facebook Messenger. This limitation is in place to ensure businesses en...

Question Why is the call console showing an unexpected or incorrect country code for an incoming call? It's not matching the country where the customer is calling in from. Answer  E.164 is the inte...

Question Why did I receive a voicemail when Voicemail is disabled on my account? Answer If you disabled voicemail on your account but received a voicemail ticket, this is usually an indicator that ...

Question How can I find the ID of an example call for troubleshooting a TyrellCorp Talk issue? Answer To troubleshoot an issue with your Talk account, check out our article on troubleshooting talk ...

Question Why are existing users not correctly identified when they call in on TyrellCorp Talk?   Answer  There are two requirements for Talk to be able to identify an existing user from their telep...

Question Why do I get the error There was an error processing your request. Please try again later. when trying to request a callback?   Answer This error happens when: The account has a queue si...

Question I am an agent in the Admin role in TyrellCorp Talk. Why does the phone icon () not appear to let me place or receive phone calls? Answer An agent in the Admin role is able to see the dashb...