In-App & Push Notifications for Omnichannel Account Deactivation Due to API Failures

This article outlines how BoldDesk uses in-app and mobile push notifications to alert users and administrators when an Omnichannel account is automatically deactivated due to repeated API failures. This proactive mechanism ensures timely awareness of service disruptions and facilitates swift corrective actions.

What Triggers Account Deactivation:

An Omnichannel account may be automatically deactivated when the system detects repeated API failures exceeding a predefined threshold. Common causes include:

1. Invalid or expired access tokens

2. Network connectivity issues

3. Misconfigured endpoints

4. Rate limit violations

5. Unexpected server errors

Notification Behavior

When an account is deactivated:

• In-App Notifications are displayed in the agent portal under the Focused category, ensuring high visibility.
• Push Notifications are sent via web browsers if enabled, allowing agents to respond even when away from their desktops.

These notifications include a direct link to the failure logs for quick diagnosis and resolution.

How to Resolve Multiple API Failures:

• Access the notification and click it to open the failure logs.
  
  
• Review failure logs and resolve the failure. The logs provide detailed error messages and timestamps, enabling you to identify the root cause quickly.
  
  

Remediation Steps:

To restore functionality:

1. Review API logs for recurring error patterns.
2. Verify credentials and endpoint configurations.
3. Reauthorize the account via the admin panel.
4. Contact BoldDesk support if issues persist.