If an agent did not send or reply
- Confirm the relevant mailbox is connected and is either Google Workspace or Microsoft 365.
- Check whether the workflow required approval before external send.
- Confirm the message belongs to a supported channel: connected email, iMessage on Mac agents, WhatsApp on VM agents, or Marketplace messages where linked.
If a Marketplace action failed
- Confirm the agent is linked to the correct contractor profile.
- Check whether the action is allowed by the contractor authority settings.
- Include the lead, quote, conversation, or opportunity identifier in the support ticket.
If a public page looks wrong
- Confirm the profile data is correct in Boatwork first.
- Check whether the issue is profile data, generated website copy, media, or template rendering.
- Include the public URL and the exact section that looks wrong.
Explicitly not supported
| Item | Reason |
|---|---|
| SMS | No SMS send or receive channel is in the current Assist channel catalog. |
| Slack | Slack is not a current customer messaging channel for Assist agents. |
| Microsoft Teams | Teams is not a current customer messaging channel for Assist agents. |
| Telegram | Telegram is retired for new agents. Any legacy exception is not a general customer capability. |
| Third-party Gmail or Outlook MCP servers | Those catalog entries are marked coming-soon and intentionally not registered; production email uses the native Google Workspace and Microsoft 365 wrappers. |
