Why it occurs
There are two main reasons a user might not be able to access Conversations:
- Conversations roles are not assigned: Without the appropriate roles, the user is not recognized as an agent and will see the error “No agent found for this user”.
- Named User License (NUL) is not enabled: Even with the correct roles, the user must have an active NUL. If not, they’ll see the “Access denied” error.
Steps to resolve the issue
1. Assign the appropriate Conversations roles
– A user with the Account Manager role needs to go to Users and Teams.
– Search for the affected user and click the three dots → Edit.
– Go to the Roles tab and assign the necessary Conversations roles.
2. Enable the Named User License (NUL)
If the license is inactive, you’ll see a “License inactive” label next to the Conversations roles.
You can enable the license in two ways:
– From the Details tab in the user profile, toggle the NUL switch.
– Or, go to Users and Teams → Named User Licenses tab and click Assign Licence.
For more detailed instructions, refer to the Create users and assign roles documentation.
3. Contact Support
If both roles and licenses are correctly configured, and the user still can’t access Conversations:
– Take a screenshot of the issue.
– Send the username and screenshot to [email protected] for further assistance.
