Discover steps to help users and agents log in to Manage successfully.
When your agents are experiencing login issues
Many users face challenges due to various Salesforce domains. Before resetting a password, try these troubleshooting tips:
- Double Check Your Password: Ensure the password was entered correctly by trying to log in again.
- Check the Domain of the Account: Most AgentSync accounts use the format "your company name-agentsync.lightning.force.com" (e.g., agentsync.agentsync.lightning.force.com). Make sure you are not attempting to log into salesforce.com instead of the correct AgentSync domain.
Helpful Tip: If accessing a sandbox or testing environment, note that its domain differs from your primary production domain. Verify the correct domain with a colleague or check the initial email invitation you received when setting up your org's sandbox account.
Check Your Username:
Each user and agent receives a unique username upon registration, which can be found through different methods:
1. Welcome Email: You can find the username in the welcome email from AgentSync when the account was set up:
Please Note: If you can't find your username, please contact support at support@agentsync.io for help.
3. Active Portal Users: Click on the more menu while in the Contact record and select View Customer User:
4. Contact Record: Open the agent's Contact record, to look for the Username field.
Reset Password:
If you have completed all the previous steps and are still unable to log in, the next step is to reset either your password or your agent's password:
- Reset your agent's password:
- After opening your agent's Contact record, look for the More Menu in the upper-right corner of the page.
- Select "View Customer User" from the More dropdown menu.
- At the top of the page, click Reset Password. The agent will receive an email with a link to create a new password.
Have support assist with resetting your password: Reach out to the AgentSync Support team at support@agentsync.io to have an AgentSync representative initiate the password reset.
Helpful Tip: Want to read the full article on resetting an agent's password? Click here to continue!
Did your agent not receive the password reset email?
In addition to confirming the steps above (confirming domain, password & username), verify the email associated with the user is correct by selecting View Customer User on your agent's Contact record and checking the email. AgentSync Support can do this for you, if you find yourself locked out too.
Still having issues? Email your admin or support@agentsync.io for further assistance