Job didn't appear in CxC
Job channels are created automatically when a job is scheduled in your CRM. If a job isn't showing up, check the following:
Confirm the job is fully created and saved in your CRM — drafts or incomplete jobs won't sync
Check that your CRM integration is active in Settings → External Integrations. If the connection is broken, jobs won't sync until it's restored
Wait a few seconds and refresh — sync is usually instant but can occasionally take a moment
If the job still doesn't appear after confirming the above, contact support with the job number and we'll investigate
Wrong tech added to channel
Job channel membership is determined by the assignment in your CRM. If the wrong technician was added, it means the job is assigned to them in the CRM.
Check the job assignment in your CRM and correct it there
Once updated, the correct technician will be added to the channel automatically
The previously added tech will remain in the channel for continuity — you can remove them manually if needed from the channel member settings
Channel showing in wrong section
Each job status maps to a specific section in the sidebar:
Scheduled → Scheduled section
Dispatched / In Progress → Active section
Completed → Completed section, removed after 48 hours
Canceled / On Hold → Removed from sidebar immediately, searchable
If a channel is appearing in the wrong section, it usually means the job status in your CRM doesn't match what you expect. Check the job status in your CRM and update it if needed — the sidebar will reflect the change automatically.
Can't find a completed or canceled job
Completed jobs are removed from the sidebar after 48 hours. Canceled and On Hold jobs are removed immediately. None of them are deleted — they're all fully searchable.
To find them:
Use search on the left with the customer name or job number
Search by message on the right content if you remember something specific from the conversation
If you still can't find it, contact support with the customer name or job number.
Recording not visible
Recordings appear in the job channel once they finish processing. If a recording isn't showing up:
Wait a few minutes — processing takes time after the recording ends
Check that the recording was actually started and stopped inside the job channel. If the app crashed during recording, the file saves locally and syncs when connection is restored
If the recording was made on a previous version of CxC, it should still be visible in the Recordings tab with correct metadata. If it's missing, contact support
If recording shows as processing for more than 10 minutes, contact support with the job number and recording time
Missing customer or job details in panel
The details panel pulls data directly from your CRM in real time. If information is missing or showing as blank:
Check that the customer and job record in your CRM is complete. Empty fields in the CRM will show as blank in CxC
Check that your CRM integration is active in Settings → External Integrations
Refresh the channel — the panel updates automatically but a refresh can force a resync
If specific fields are consistently missing across multiple jobs, contact support
Notifications not working as expected
Notifications in CxC follow your personal notification settings. If you're not receiving notifications you expect, or receiving ones you don't:
Go to your profile settings and check your notification preferences — mentions, direct messages, bot replies, and job chat additions can each be toggled individually
Check that push notifications are enabled for CxC in your phone or browser settings
If you're using CxC in a browser tab that's in focus, OS-level notifications are suppressed by design — they'll come through when you're on a different tab or using the desktop app
If you've muted a channel, you won't receive notifications from it regardless of settings. Check the channel settings to unmute
If notifications are still not working after checking the above, contact support.
