Troubleshoot chat and mailbox visibility

Identify why a contact is not appearing where expected.

Before you start

Agent or administrator access appropriate to the check.

Steps

1. Check the selected AgentHub team.
2. Confirm the mailbox or live-chat team mapping.
3. For email, allow for the polling interval before concluding ingestion failed.
4. Review whether the conversation is active, closed or owned by another agent.
5. Ask an administrator to investigate connection errors if the contact remains missing.

Expected result

The support team has a specific routing or connection issue to investigate.

Important behaviour

Conversation archive visibility limits do not prove that data was deleted. Do not expose mailbox credentials when reporting a problem.

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