Hi Talkdesk Community,
I’m using Talkdesk Express and need help resolving an issue with our web chat setup and agent routing.
We’ve successfully embedded the chat widget on both of our websites:
The widget appears and allows site visitors to send messages, but our agents never receive the chats, and they don’t appear in the Conversations app. There’s also no “Chat” or “Digital” tab visible for them.
Here's what we’ve tried so far:
The chat channel is connected to an Inbound Digital Workflow, which appears to be correctly routing to a ring group.
We confirmed agents are assigned to that ring group.
However, no agent sees the chat or receives any notifications.
I also tried checking Reporting → Interactions to see if chats were hitting the system, but I do not have access to Reporting at all.
Additional blockers:
The Roles section is greyed out, and I can’t assign digital engagement permissions to agents or myself.
I’m listed as the Admin, but I don’t believe I’m the Account Owner, so I’m unable to unlock full access to permissions or reporting.
What I need help with:
How can I verify if I’m the Account Owner, and if not, how do I request ownership or the ability to edit roles?
How can I enable access to Reporting so I can verify if chats are coming into the system?
What steps are needed to make sure our Inbound Digital Workflow is routing properly to agents?
How do I ensure agents can access chats in the Conversations app (Chat/Digital tab)?
This is critical for our customer support team, and any help or guidance would be greatly appreciated.