Symptom / Need

The agent user was successfully created in wolkvox Manager, and the integration with wolkvox CRM is active, but the user does not appear in the user list of wolkvox CRM, so I cannot activate their license to allow login.

Context / Scenarios

There is a bidirectional integration between wolkvox Manager (contact center platform) and wolkvox CRM. While the integration allows users created in Manager to sync with the CRM, this synchronization is not immediate upon creation. For an agent user created in wolkvox Manager to appear in the Users section of wolkvox CRM, a key action must be completed:

The agent must have logged in at least once to wolkvox Agent.

If the agent has never logged in, their user record is not created in the wolkvox CRM database. Therefore, the CRM administrator will not be able to view or activate the license for that user.

Usage scenarios:

New agent onboarding: 20 agents are created in wolkvox Manager, but only 18 appear in the CRM. The reason is that the two missing agents have not yet logged in to wolkvox Agent.
License activation: An administrator tries to activate a license for a new agent in the CRM, but the username does not appear in the list, despite being informed of its creation in Manager.

Response (Solution / Recommendation)

For the agent user from wolkvox Manager to appear in the user list of wolkvox CRM and be able to activate their license, two requirements must be verified:

Verify service activation

Make sure the wolkvox CRM service is active from your wolkvox Manager settings.

1. “Settings” button in the top right menu of wolkvox Manager.
2. “wolkvox CRM” tab.
3. Use the toggle button “Activate CRM”.

Ensure the agent’s first login (Essential requirement)

It is mandatory that the agent user has logged in at least once to wolkvox Agent.

Steps to resolve the issue:

1. Instruct the agent: Ask the agent to log in to wolkvox Agent and then log out (or continue working). This initial action triggers the creation of the user record in wolkvox CRM.
2. Verify the list in CRM: Once the agent has logged in, go back to Settings → Users → Users. The agent user, with the username format agent_{{agent_id}}@OperationName, should now be visible.
3. Activate the license: Select the newly listed user and activate the license in the user table. Only after this step will the agent be able to log in to wolkvox CRM.