Description of Problem
Some user conversations are incorrectly displayed across multiple accounts, causing confusion and inaccurate reporting.
Potential Causes for the Issue
Multiple Account Associations:
A participant is linked to multiple accounts. This behavior is expected, as conversations will appear across all accounts associated with the user.
Step-by-Step Solutions
Review the Conversation Participants
Navigate to the Active Conversations section in Vitally.
Select the affected conversation to view its details.
Identify Associated Participants
Scroll to the top of the conversation to see the list of participants involved.
Examine Participant Profiles
Open each participant's profile individually.
Look at the right-hand side of their profile to see all the accounts they are associated with.
Verify Source Data
Check the system or integration that associates participants with multiple accounts. Determine if the behavior aligns with your expectations or if adjustments are needed.
Additional Tips
Data Cleanup: Ensure that participant associations are accurate in your source systems to avoid unnecessary overlaps.
Account-Specific Conversations: Limit participants to relevant accounts if account-specific conversation views are essential.
FAQ
Q: Why is a user associated with multiple accounts?
A: Users are associated with accounts based on the data provided from your system of record. To identify the system linking a user to multiple accounts, contact the Vitally Support team for assistance with troubleshooting.
Q: How can I ensure conversations only display on the correct accounts?
A: Review and adjust user-to-account associations in your source system or integration settings to ensure accuracy.
Glossary
Term | Description |
Users | Referred to as Participants within conversations |