Messaging
"No SMS / email sender available" in a conversation
"No SMS / email sender available" in a conversation
You have no default contact for that channel.Settings → Profile → User Contacts → add a contact with the right Channel, pick the
Provider, and tick Is Default?.Remember: one number used for both calls and texts must be added twice, once per channel.→ Profile
Texts are queued but not going out
Texts are queued but not going out
Open Settings → Templates → Health.
- A large Held for the morning count means quiet hours are holding them until the morning release.
- A low Texts per number per minute with a big queue is slow by design — the Backlog tile tells you how slow.
- A number marked Needs attention may be resting, if Rest a failing number automatically is on.
RingCentral calls and texts fail
RingCentral calls and texts fail
The number was never registered. Settings → Profile → User Contacts → click Register
next to the RingCentral number and complete the popup.→ Profile
An automatic message never fired
An automatic message never fired
Three things to check, in order:
- Is the event actually Automatic? Open Settings → Templates → Events and look at the badge — many events are Manual by design.
- Is at least one template for that event Active?
- Is there a Delay set that has not elapsed yet?
A variable rendered as nothing
A variable rendered as nothing
The variable name does not match, or the lead has no value for that field. Copy the exact name
from the Variables tab.→ Templates
Every customer gets the identical text
Every customer gets the identical text
You have one version of that template. Add three or four — BeRocker picks one at random each
time.
Emails land in spam
Emails land in spam
Set up SPF, DKIM and DMARC for your sending domain. Nothing else you do matters more.→ Email deliverability
Gmail says "some permissions are missing"
Gmail says "some permissions are missing"
Reconnect and approve both consent items: “Read your email messages” and “Send email
on your behalf”.→ Gmail
Gmail worked and then stopped
Gmail worked and then stopped
Google revoked the token — a password change, an admin policy change, or long inactivity.
Reconnect the mailbox.
Leads
A provider says they sent a lead and it is not here
A provider says they sent a lead and it is not here
Settings → Lead Management → Logs records the raw incoming payload. If it is not there, it
never arrived — check the provider is posting to the right endpoint URL.→ Lead source API
Leads arrive but nobody is assigned
Leads arrive but nobody is assigned
Either every agent’s quota for that day is 0, or the lead arrived outside everyone’s shift hours
and there is no after-hours fallback set.→ Lead distribution
Leads are not being quoted automatically
Leads are not being quoted automatically
Check Settings → Pricing → Carrier pricing engine. If it says Auto Price is OFF, new
leads are quoted by hand on purpose.A lead containing a custom (off-catalogue) vehicle also skips the automatic quote and is
routed to an agent deliberately.→ Pricing
Every parsed email is Filtered out
Every parsed email is Filtered out
Your filter rules are stricter than reality. Open one of the rows on the Activity tab and
read the actual email — the sender address is usually not what you assumed.→ Email parsing
Load boards and dispatch
A load got picked up on both boards
A load got picked up on both boards
Turn on Unpost from the other loadboard when dispatched.→ Carriers and Loadboards
Central Dispatch will not connect
Central Dispatch will not connect
The Central Dispatch API requires the Premium plan. The Core plan is not enough.→ Central Dispatch
Loads show an estimated position, not live GPS
Loads show an estimated position, not live GPS
Live GPS comes from Super Dispatch once a carrier is secured. Everything else is estimated from
the pickup and delivery dates — the map labels which is which.→ Dispatch
A Super Dispatch order never appeared in the CRM
A Super Dispatch order never appeared in the CRM
Settings → Carriers and Loadboards → Super Dispatch sync lists orders that could not be
imported, with a reason and a retry.
Payments
A payment link stopped working
A payment link stopped working
Authorize.Net links expire after 15 minutes and can only be paid once. Stripe Checkout links
last 24 hours. Square and RevitPay links stay up until paid. Send a fresh link.→ Accounting
Customers do not recognise the charge on their statement
Customers do not recognise the charge on their statement
Set the descriptor on customer statements in Settings → Business → Business details.
An unrecognisable descriptor is the most common cause of chargebacks.→ Business
Access and accounts
My own notifications show up in Interactions
My own notifications show up in Interactions
Your notification SMS number or email is the same as a customer-facing contact. Use different
ones.→ Notifications
Scheduled messages go out at the wrong hour
Scheduled messages go out at the wrong hour
The organization time zone is wrong. Quiet hours and every schedule are worked out from it.→ Business
Billing says Past due
Billing says Past due
Update the card on file before the grace window closes.→ Billing
Still stuck?
Open a ticket
From Tickets in the CRM sidebar. Attach a screenshot.
Contact support
WhatsApp group, phone or email.