If you see the following error message in Salesforce: "We’re sorry, but there was an error while loading your phone. Reason: not a Talkdesk user", this means this agent was added to the account in Talkdesk instead of Salesforce. As a consequence, Conversations will fail to load for this agent.
New Talkdesk for Salesforce agents should always be added to the Salesforce account and not the Talkdesk main web application.
To learn how to do this properly, see ‘Step 4: Add Talkdesk Users’ in the article Installing Talkdesk for Salesforce.
To correct this issue, please follow the steps below:
- Deactivate the agent in Salesforce (this causes the agent to switch over to the Inactive Agents list in Salesforce).
- Delete the agent in Talkdesk main application.
- Reactivate the agent in Salesforce.
This causes the agent to switch back to the Active Agents list in Salesforce. It also triggers a new agent creation in Talkdesk environment, solving the problem.