Users, permissions and AI

This page covers people who can't log in, users who can't see or change what they need in the portal, common portal configuration errors, and AI features that don't behave as expected.

If an agent can log in but sees an error related to connecting the user or goes to RONARONA – Redirect On No Answer, an Agent State the system puts Available agents into when they do not take conversations offered., see Agent calls and connection instead.

A user can't log in

Graia CCaaS has no local usernames or passwords. Every user signs in with a Microsoft account (single sign-on through Microsoft Entra IDEntra ID (Azure AD) – Microsoft Entra ID, Microsoft's directory and sign-in service, called Azure Active Directory until 2023. Graia signs in agents and administrators through it, and the Directory's Internal contacts come from it., or a free Microsoft account). See Microsoft License Requirements.

Check these causes in order. A customer administrator can fix all of them.

The invitation wasn't accepted

This is the most common cause for new users. When you create an agent or user, Graia CCaaS sends an invitation email. The user must click the link and confirm their email address before they can log in.

• Check: in Agents › Agents (or Administration › Users for portal users), look at the user's status. A user who hasn't accepted the invitation yet shows as Pending. After 7 days without acceptance, the status changes to Not validated.
• Fix: ask the user to find the invitation email (check junk mail) and accept it. If it's lost, resend the invitation from the user's profile.

The user opens an old invitation link

Invitation links are for the first login only. After that, or once the link has expired, they fail with an error related to signature or token validation.

• Fix: log in from the normal address instead: https://agent.graia.ai for agents, https://portal.graia.ai for administrators and supervisors. If the user had already accepted the invitation, this works straight away. If they never accepted it, resend the invitation.

The user signs in with a different email address

The user must sign in with exactly the email address registered for them in the portal. Signing in with another account – for example an alias, or an address in a different email domain of the same company – fails, even if it's the same person.

• Check: compare the address the user types at the Microsoft sign-in with the Email address on their profile.
• Fix: sign in with the registered address. The email address of an existing user can't be edited, so if the registered address is wrong, create the user again with the right one.

An agent opens the portal instead of the agent application

Agents don't have portal access by default. An agent who opens the portal gets an access error.

• Fix: agents work in https://agent.graia.ai. Give a user portal access only if they need it – see Access denied in the portal.

Sign-in errors about the account or external ID

Errors related to a missing account or an external ID that's already in use appear when the user's account was deleted and created again in your Microsoft directory. The new Microsoft account has a new identity, but the Graia CCaaS user is still linked to the old one. You may also see an error related to signing up the user, or an authorization error.

• Fix: a customer administrator deletes the Graia CCaaS user and creates it again, and the user accepts the new invitation. If the error remains, contact Graia support: the old identity link may need to be removed on the platform.

tip

Deleting and recreating a user changes their Graia CCaaS identity, which splits their reporting history. Do it only when the identity has really changed. For role or type changes, edit the user instead – see Change a user's type or role instead of recreating them.

Nobody can log in after a network or security change

If every user at one site fails at the same time, and especially after firewall changes, security patching or new sign-in policies, the cause is usually on your network.

• Check: try a private (incognito) browser window, then another network such as a mobile hotspot.
• Fix: your network or IT team reverts or adjusts the change. For firewall requirements, see Audio and network.

The Roles menu is missing, or you can't change roles

Only tenant administrators can see the Roles menu, create roles, change role permissions and assign roles to users and agents. Tenant administrator is a built-in role meant for the customer's IT administrator. A user with a Full Access role is not a tenant administrator, so the Roles menu is missing for them.

You can see whether you're a tenant administrator by clicking your profile icon in the top right corner: Administrator (Built-in) under your name means you are.

• Fix: an existing tenant administrator opens the user in Agents › Agents or Administration › Users, turns on Admin access, and clicks Save.
• Then: the user logs out of the portal and logs in again. The change isn't applied to an open session.

See Admin access.

Admin access overrides roles

Admin access gives full access to the whole portal, whatever role the user has. If a user can do more than their role allows – for example delete campaigns with a role that only grants Read and Update – check whether Admin access is on. Turn it off to make the role apply again.

Admin access doesn't give access to the agent applicationAgent Application – The Agent facing website of Graia providing the UI elements to consume its feature set. or to supervisor monitoring. Those come from the user's type (Agent or Supervisor).

Create user or Full Access is greyed out

You can only give out access you have yourself.

• Create is greyed out in Agents › Agents or Administration › Users: your role doesn't allow creating agents or users. A tenant administrator turns on Admin access for you, or adds the Create permission on Agents or Users to your role.
• The Full Access role is greyed out when you assign a role: only a tenant administrator can assign roles. Ask a tenant administrator to assign it, or to give you Admin access.

If nobody in your organisation is a tenant administrator any more, contact Graia support.

Partner users who support several customers need tenant administrator rights in each tenant separately. Rights in one tenant don't carry over to another.

Access denied in the portal

An access error in the portal means the user has no role that covers the page they opened. Agents without a Portal role can't use the portal at all.

• Fix: a tenant administrator assigns a role. For an agent, set Portal role on the agent's profile in Agents › Agents. For a portal user, set Role in Administration › Users.
• Then: the user logs out and in again.

If a single menu is missing or one page shows an access error, the role lacks the permission for that area. Open Administration › Roles, find the entity for that menu, and add at least Read. Click the ? icon next to an entity in the role to see which menus it controls. Menus under AI Administration (Agent AssistAgent Assist – AI-powered real-time suggestions and summaries for agents during voice conversations, providing context and recommended responses., Knowledge Bases, Language Profiles) each need their own permission. See Roles.

A feature needs a specific access setting

Some features don't depend on the role, but on a setting on the user's profile.

Symptom	What's missing	Fix
An error related to retrieving the available scripts when you configure an agent workspace's scripting, or the evaluation icon does nothing	Scripting access	Set Scripting access to User (to run scripts and evaluate) or Designer (to edit scripts) on the user's profile. See Scripting access.
An error that evaluation isn't available for a user who doesn't evaluate	Scripting access without a quality script	Remove Scripting access from users who don't need it.
The evaluation option is missing or the form doesn't open	Role permission and scripting access	The role needs Update on Historical Reports & Insights, and the user needs scripting access. See Evaluations.
Power BI shows an error or no data for one user	Power BI access	Turn on Power BI access on the user's profile. It takes up to 10 minutes; restart Power BI. A user in several tenants gets data from one tenant at a time. See Power BI access.
Monitor, whisper or barge is missing or greyed out; realtime reports show no agents	Supervisor type or team	Set Type to Supervisor on Agent Configuration, and add the supervisor to the team of the agents they supervise. Supervisors only see data of their own teams. See Teams.

Change a user's type or role instead of recreating them

To promote an agent to supervisor, demote a supervisor, change a portal user into an agent, or change someone's access, edit the existing user. Don't delete the user and create them again.

Recreating a user:

• gives them a new Graia CCaaS identity, so their reporting history is split between the old and the new user,
• can leave the new user without the roles and access settings the old one had,
• and can cause login problems if the old account is still linked to the same Microsoft identity.

How to change:

• Agent ↔ supervisor: Agents › Agents, open the user, Agent Configuration › Type.
• Portal user → agent: Administration › Users, open the user, Change to Agent.
• Agent → portal user: open the agent and click Change to user.

See Edit an agent.

Supervisor licences

A supervisor licence is an add-on to an agent licence. To move a supervisor licence from one person to another, set the first user's Type to Agent (or disable them), save, and then set the new user's Type to Supervisor. To get more supervisor licences, contact your Graia account manager.

Duplicate accounts

If one person has two accounts with different email addresses, notifications such as evaluation emails can go to the wrong one. Keep one account per person and delete the other.

Portal configuration errors

Phone number already in use when you create a channel

Creating the channel fails with an error that the phone number is already used.

Each phone number can belong to only one channel on the whole platform. If the number isn't used in your tenant, it's assigned to a channel in another tenant – for example an old test or migration tenant.

• Fix: delete the channel that uses the number in the other tenant, or ask Graia support to find and release it.

You want to merge two voice channels

Channels can't be merged. Instead, delete one channel, add its phone number to the other channel as an alternative inbound number, and rename the remaining channel if needed. Reporting before the change stays under the old channel. Outbound calls always use the channel's main Phone Number.

Customer import fails

The import fails with an error related to importing customers.

Customer imports fail when the CSV file doesn't match the template of the business unitBusiness Unit – A label assigned to channels, agents, customers and agent workspaces to split one tenant into separate groups. you import into.

• Choose the Business Unit first, then Download its template. The custom fields come from the business unit.
• Don't change the header row: no extra columns, renamed columns or extra spaces.
• Import into the same business unit you downloaded the template from.
• If the file still fails, check the list separator and number format: regional settings on the computer, or saving from Excel, can change them. Edit the file in a text editor.

See Import customer records and Import jobs.

Who changed a setting?

If a channel, workflow, user or role changed and nobody knows why, check Audit Logs. It shows who made each change and when, and View Changes shows the old and new values. Audit logs cover the last 3 months. See The Audit Logs.

Copying configuration between tenants

The portal can't copy configuration between tenants. You can import agents and customers in the portal. To copy workflows and scripts to another tenant, for example from a test tenant to production, contact Graia support: the team can do it for you.

Conversation summary isn't generated

When an agent clicks Generate task summary and gets an error related to generating the conversation summaryConversation Summary – An AI-generated automatic summary of key discussion points and decisions made during a Conversation., or the summary is empty, the call usually has no transcript.

Voice summaries are made from the call's recording transcript, so you need all of these:

1. The call is recorded. Check Recording default behaviour in Administration › Configuration › Voice, and any business-unit override or Set recording state node on the call's path. See Call recording.
2. A recording transcription language applies. Select a Default Recording Transcription language profileLanguage Profile – A setting that names the language of a customer or an agent and the AI providers used for it (speech-to-text, text-to-speech, translation)., or set one with a Set customer language node. See Default language profile for recording transcription.
3. The agent workspaceAgent Workspace – Agent Workspaces control the Script that gets executed for the agents during conversations. It also designates additional properties, like Hold music, Completion Codes, Wrap-up timers, etc. has an Agent Assist configuration with Voice wrap-upWrap-up – Post-conversation administrative work performed by an Agent after a customer interaction ends, before the Work Item is closed. notes turned on (for chats and emails, Chat wrap-up notes or Email wrap-up notes). It's set on the workspace's Details tab.

To test without making a call, use Test Conversation Summary in the Agent Assist configuration. An error that no transcript was found for the task means steps 1 or 2 are missing. See Test the summary prompt.

The summary option doesn't appear for calls

If agents don't see the option to add the summary to their task notes on calls, the agent workspace of the queue has no Agent Assist configuration, or it has Voice wrap-up notes turned off. Fix it in the agent workspace (step 3 above).

The summary is too short or misses details

The default prompt limits the summary to 2 phrases. To change length or content, write your own Instructions for the wrap-up notes in the Agent Assist configuration. Keep the result under 750 characters, the limit for task notes. See Agent Assist configurations.

AI suggestions and bots

Agents see strange "bot messages" in chats

Suggestions that appear in the chat for the agent come from agent assistance, not from a bot talking to the customer. The customer doesn't see them.

• Fix: if the suggestions are wrong or unwanted, remove the bad entries from the knowledge baseKnowledge Base / QnA Bot – A knowledge management system with AI bot capabilities to automatically answer common customer questions. they come from, or turn off agent assistance on the chat queue. See Agent Assistance and Agent Assist configurations.

The voicebot speaks with the wrong accent or voice

The voicebot's voice comes from a customer language profile.

1. In AI Administration › Language Profiles, create a customer language profile with Voice Bot turned on, and choose the language (for example English, United Kingdom), the text-to-speechTTS (Text-to-Speech) – A technology that converts written text into spoken audio, used in voice channels for bot responses and announcements. provider and the voice model.
2. In the voice workflow, add a Set customer language node with this profile on the path before the Conversational botConversational Bot – A Bot powered by natural language processing that can understand and respond to customer inquiries in a conversational manner, often using LLM technology. node.

See Voice Bot and Set customer language.

Maximum output token limit reached

The conversation shows an error related to the output token limit: the bot wrote a longer reply than its node allows, and the conversation can end as failed. This happens most with reasoning models and long email replies.

• Fix: on the Conversational bot node, raise Max output token count, ask for shorter replies in the Instructions, or choose a more concise model. Setting the limit too low cuts replies off, so test changes. See the conversational bot node for voice, chat and email.

Related

• Troubleshooting
• Agent calls and connection
• Logging into the Graia CCaaS Portal
• The Agents menu
• Users
• Roles
• The Audit Logs
• Agent Assist configurations
• Language Profiles
• Quality management tutorial

:::info Review notes (remove before listing this page)

• Confirm how to resend an invitation (button name and location); the docs don't describe it. :::