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Frequently Asked Questions (FAQ)

Updated at April 28th, 2025

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Table of Contents

Why can't I see the button to access the inbox? Why don't I see messages from all messaging or social media accounts in my inbox? Why do I see the “Ongoing / by me” tab by default when I open the inbox? Why do I see the “In progress / Help requests” tab by default when I open the inbox? Why, after processing a message from the Conversation Page, do I still see this message in the inbox in the “Received” tab? Is there an Alcmeon mobile app for responding to customers?

Find below the most Frequently Asked Questions about the Inbox

Why can't I see the button to access the inbox?

Your Alcmeon Account probably doesn't have the correct permissions.

If you are not an administrator of your Alcmeon environment, ask one of the administrators.

If you are an administrator of your Alcmeon environment, go to the “Settings / Users” section and edit the profile of the user concerned. Verify that they have a Role containing at least one “Reply” or “Help requests” permission for one of the channels connected to Alcmeon.

 
 

Why don't I see messages from all messaging or social media accounts in my inbox?

Your Alcmeon Account probably doesn't have the correct permissions.

If you are not an administrator of your Alcmeon environment, ask one of the administrators.

If you are an administrator of your Alcmeon environment, go to the “Settings / Users” section and edit the profile of the user in question. Verify that they have a Role containing the “Reply” or “Help requests” permission for the channel in question.

 
 

Why do I see the “Ongoing / by me” tab by default when I open the inbox?

This is the expected behavior: an Alcmeon user who opens the inbox arrives by default on the “Ongoing / by me” tab. Indeed, if there are messages in this tab, they are most likely the most urgent to be processed for you, it is advisable to do the following:

  • Complete processing of messages assigned to you, as only you can do so
  • Decide whether you can now reply to messages you have put on hold

The only exception to this default display is for a user who has the “Respond to Help Requests” permission, who will instead see the “In Progress / Help Requests” tab.

 
 

Why do I see the “In progress / Help requests” tab by default when I open the inbox?

Your Alcmeon Account has a Role with at least one “Respond to help requests” permission. When this is the case, you see the “In progress / help requests” tab by default. Indeed, if there are messages in this tab, they are most likely the most urgent for you to handle: your priority is to respond to these help requests in order to unblock the advisors who made them and so that they can respond to customers waiting for a response.

If you believe you should not have this “Respond to help requests” permission, please contact an administrator of your Alcmeon environment to change your permissions.

 
 

Why, after processing a message from the Conversation Page, do I still see this message in the inbox in the “Received” tab?

The message you just addressed still appears, and this is the expected behavior. You'll notice that if you replied to it, it displays the status "Replied by me."

However, Alcmeon continues to display it to you where you started processing it to allow you to click on the “eye” button for a simple reason: in case you made a mistake and want to resume processing it… it’s much faster than looking for it in another tab!

 
 

Is there an Alcmeon mobile app for responding to customers?

Yes! The Alcmeon mobile app is dedicated to your inbox and conversation page, allowing you to manage all your customer messages, across all your channels, from your smartphone. It's available for Android and iPhones running iOS.

Install the Alcmeon application:

Android: https://play.google.com/store/apps/details?id=com.alcmeon.advisor

iOS: https://apps.apple.com/us/app/alcm%C3%A9on-advisor/id1583209490

 
 

 

 

 

 

 

 

 

 

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