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Customers may submit GDPR data redaction requests to Moxie in accordance with Moxie’s established procedures. Below are the types of interaction data Moxie will redact from the corresponding application databases when responding to such requests,...
THIS ARTICLE APPLIES TO: All versions of Moxie Channels NetAgent 8.3.2 prior to Hot Fix 4. ISSUE DESCRIPTION: Within the Agent Client, when running an email search, you can only put a maximum of 50 characters within the "To" field when...
THIS ARTICLE APPLIES TO: All versions of Moxie Channels NetAgent (Email) 8.0 prior to HF7 ISSUE DESCRIPTION: In the Agent Client Email Editor, under some circumstances, the internal POP command 'Fetch OK' appears in the email body. ROOT...
THIS ARTICLE APPLIES TO: Moxie Channels NetAgent (Chat) version 7.0 and later. PROCESS: In order to resume a suspended chat session, the following must be done: Configure the Resume Session Option in the Moxie Channels Web Administrator Navigate...
THIS ARTICLE APPLIES TO: All versions of Moxie Channels NetAgent (Email). PROCESS: Log into the Moxie Channels Web Administrator and navigate to Email > Mailboxes Click on the name of the mailbox for which you want to add the standard subject...
This article describes a workaround for the issue when seeing "library attachment upload error". Issue: Sending an email with library attachment, logs the error ‘Failed to load library attachment.’ in the router logs. Solution: This...
THIS ARTICLE APPLIES TO: Moxie Channels NetAgent version 7.0 and later. ISSUE DESCRIPTION: After enabling SSL, Agents are unable to log into Agent Client. ROOT CAUSE: This issue may occur if the certificate is not being generated by either the...
THIS ARTICLE APPLIES TO: Moxie Channels NetAgent (Chat) version 7.0 and later. ISSUE DESCRIPTION: Agents available for chat and are auto-fed chats from existing service lines; however they cannot view incoming chats nor are they auto-fed chats...
THIS ARTICLE APPLIES TO: All versions of Moxie Channels NetAgent. ISSUE DESCRIPTION: All Global and individual mailbox reply workflows are not working. ROOT CAUSE: Email Reply Workflow has not been enabled. SOLUTION OR WORK AROUND: Follow the...
Best practice for deleting a Channels account (agent, supervisor or administrator) When using the Channels Administrator to delete a user account, the application does not actually delete the record in the database. The application sets a flag in...