[BOT-04] Console Access Request

Understanding Console Access Requests

A console access request arises when a clerk does not have the necessary permissions to view or interact with the sales page on the platform. This scenario usually occurs due to pending activation or misconfigured access by the sales representative.

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Steps to Resolve the Issue

1. Contact the Assigned Sales Representative

When a clerk identifies that they lack access to the sales console, the first step is to reach out to their assigned (Team Leader or Trade Supervisor), who manages platform permissions.

What to Provide:

• A clear description of the issue
• The reason for the access request
• Screenshots or other evidence (if possible)

The (Team Leader or Trade Supervisor), is responsible for reviewing the request and enabling access to the platform accordingly.

2.  Optional Escalation to Support

If the sales representative does not respond or cannot resolve the issue, the clerk may escalate the case to the support team.

Before Escalating, Ensure the Following:

• Chrome App is being used as the browser
• The device has a stable and active Internet connection

To Escalate the Case, Provide:

• Details of the issue
• Any prior communication with the sales representative
• Screenshots or screen recordings (if available)

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Suggested Response

To Direct the Clerk to Their Sales Representative:

"It looks like you do not have access to the sales page. This issue must be resolved by your sales representative. Please reach out to them and specify the reason for your request so they can enable your access."

If the Clerk Has Already Reached Out:

"If you have already contacted your sales representative and the issue has not been resolved, please ensure you are using Chrome App and have a stable Internet connection. If the problem continues, let us know so we can escalate your case."

For Escalation to the Support Team:

"We have identified that the issue is ongoing. To proceed with the review, please provide error details, including screenshots if available. I will escalate your case to our support team."

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Access issues with the sales console should be addressed first through the assigned sales representative, as they are responsible for permissions. If no resolution is reached, support can assist—provided all necessary information is shared. Always verify browser and connectivity settings before requesting escalation to ensure a smoother resolution process.

For continued issues or urgent cases, escalate promptly with complete documentation to avoid delays.