Troubleshooting: agent receives "account disabled" message in babelConnect (V2)

The problem:

A user/agent tries to login and sees the following in babelConnect:

Screen_Shot_2018-04-10_at_21.30.20.png

 

The issue:

The problem is that the agent js@email.com never accepted the first invite email to confirm the babelforce invitation or the invite and verification was not yet processed at that time. The user email js@email.com did however exist from the moment it was added as an agent/user email address in babelforce. This means that the person can set a password using "I forgot my password". However, they will not be able to access agent functionality since they did not accept the agent invite.

Therefore, the agent will see the "account disabled" error when trying to log in.

The solution:

First check if the agent received the original invite email in their inbox, spam or other folder. If so, then the person can click on the link "Accept invitation". If the link has not expired (which usually it will not for quite a long time), then this should already solve the issue. 

The person can try to login again to babelConnect.

If that does not work:

Delete the agent in babelforce "Agents" view. Then add the agent directly in babelforce or sync the agent from a source (e.g. a CRM or a helpdesk like Zendesk or Freshdesk). Either way, the email is added for a user and an invite should be sent.

Then check that the person gets the invite email with an accept link. If they don't receive the email, there is most likely an issue receiving emails from babelforce (check spam folders etc. first to be sure).

If they do get the agent invite email, then the person should accept the invite and then use "I forgot password" to reset password from babelConnect.

If still not working:

This can only occur because the email address is known as a user, even after you delete the agent, and so they are not invited again.

In this case, replace the agent's email with an alias, e.g. maybe js@email.com also has jsmith@email.com or if you are on google mail then jsmith+1@email.com or something similar will work. Then repeat the deletion of agent, re-sync from Zendesk. This should definitely send the invite.

 

Further info on babelConnect:

Side note that babelConnect is available in different ways (just in case, you are need a separate or use browser phone (webRTC) to login):

standalone web app:

https://apps.{region|env}.babelforce.com/babelconnect/#/app

{region|env} is replaced with us-east, ap-southeast or nothing or other depending on the domain of our babelforce account. However, in our newest release, you can log into any region and switch to different regions by using the region switch.

Chrome extension:

https://chrome.google.com/webstore/detail/babelconnect/doffncgoafdkebbbabbgidkhkiccfolf 

Read more about the Chrome extension here: https://help.babelforce.com/hc/en-us/articles/115002878866-Installing-and-configuring-the-babelConnect-Chrome-extension

And you might also have babelConnect inside an app for a specific CRM or Helpdesk.

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