Symptom / Need

A user (whether administrator, agent, or another role) tries to log in to the wolkvox CRM platform but cannot access it. The system rejects the credentials, displays an error, or the user (or administrator) is unsure of which credentials to use or if the service is correctly configured.

Context / Scenarios

There are multiple reasons why a user may fail to log in to wolkvox CRM correctly. Depending on the user's origin (Administrator, Agent, or User created directly from CRM) and the service status, the causes may vary.

All possible scenarios are detailed below to help identify the problem.

Response (Solution / Recommendation)

Scenario 1: The wolkvox CRM service is not activated

If you already use wolkvox Manager but have never activated wolkvox CRM, no user will be able to log in.

How to validate and activate it

Path: wolkvox Manager → Configuration Button → “wolkvox CRM” Tab → Activate the “Activate CRM” toggle

Once activated: The administrator credentials are automatically sent via email to the addresses configured in: wolkvox Manager Profile Configuration → Profile Management → “Email” Field

Recommendation: Save these credentials in a secure manager.

Scenario 2: The service is active, but the administrator user cannot log in

If you know wolkvox CRM is already active and the user with the administrator role cannot log in: In this case, only the wolkvox support team can assist you.

They need to verify the internal status of the user and the generated credentials.

Scenario 3: The user's license is deactivated in wolkvox CRM

In wolkvox CRM, each user has a license toggle. If it is deactivated, the user will NOT be able to log in.

Path to validate: wolkvox CRM → Users → “License” Column. Activate it if it is off.

Scenario 4: The user was created directly in wolkvox CRM (NOT an agent)

Users created from wolkvox CRM:

• Do not integrate with wolkvox Agent or Manager.    
• Their username can be anything (e.g., UserCreatedFromwolkvoxCRM@MyOperation).    
• Use a special flow for password reset.    

Password reset: When you press the “Reset” button for this type of user, the temporary password will be:

• The name of the operation: If the operation is `testcrm`, the temporary password will be: `testcrm`    
• Important: The user must log in immediately and change their password.    

Scenario 5: The user is an agent (comes from wolkvox Agent)

When wolkvox CRM is activated from Manager:

• All existing agents are automatically created in CRM but with the license inactive by default.    
• If you do not see an agent listed, it is because that agent has never logged into wolkvox Agent (which creates their user for the first time).    

Password reset for agents: When you press the “Reset” button for this type of user, the temporary password will be “Extension number + the operation name.”

Example: `1010@testcrmoperation`

Important: The user must log in immediately and change their password.

Scenario 6: Difference between “Username” and “Wolkvox Email”

Many login errors occur due to confusion between these two fields:

Username: Is the user's real name (e.g., “Raul Mejia”).

Wolkvox Email: Is the username used to log in to wolkvox CRM.

Wolkvox Email for user created from CRM: `UserCreatedFromwolkvoxCRM@MyOperation`

Wolkvox Email for user coming from wolkvox Agent: `agent_1010@MyOperation`

Note: Always ensure you use the “Wolkvox Email” to log in.