Page 16 - Freshworks Expert Guide Book
P. 16
Troubleshooting Guide
Problem Solution
I am not able to add a contact Phone number and email addresses are unique fields which means that no two
contacts can share the same information. Be sure to click the “Check for
Duplicates” button. If a duplicate is found, edit the existing contact profile. All
mandatory questions must be answered.
I can not send a text to a contact The customer’s cell phone number must be in the CRM as their Mobile Number
for you to send a text. Double check that a +1 is included in the CRM. You will
not be able to send texts to contacts who have unsubscribed.
I did not receive a text from the The customer’s cell phone number must be in the CRM as their Mobile Number
contact for you to receive their text. Double check that a +1 is included in the CRM.
My password isn’t working and I You can reset your password by clicking the “Forgot Password” link on the log
can’t log in. in page. A reset link will be sent to your A-MAX Mail email address that you use
to log in to your Freshworks account. Contact IT for additional support.
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