Customer Success
Can I still receive a WhatsApp OTP on my non-toll-free service number?
⚡Quick answer • No. SMS-based OTP support for all app registrations (WhatsApp, e-commerce, social media, etc.) has been discontinued for every existing service number. • Exception: Only business-critical cases may be considered after formal review ...
Why can we provide OTPs for WhatsApp and Instagram but not for Facebook?
⚡Quick answer - • OTP approval always depends on the purpose, not the platform. • We never share OTPs for personal account creation or login on any social platform (Facebook, Instagram, Twitter/X, etc.). • OTPs are considered only for verified ...
Can I receive a WhatsApp OTP on a toll-free number?
⚡Quick answer - • No, WhatsApp OTP is not supported for toll-free numbers. • You can, however, receive the OTP through an automated voice call by configuring your IVR settings. When should I use this guide? Use it whenever you—or a customer—try to ...
How to create a demo account for a client whose billing has been deactivated?
⚡Quick answer - A demo account for an existing client can be created through the accounts panel. 1. Go to the accounts panel 2. In billing accounts search, search for the client's existing account by applying filter such as BAN, contact person email, ...
How can the Support team transfer a live call to the Sales department?
⚡Quick answer - While on the call, dial 921292129 → extension 998 to connect the caller directly to Sales for faster lead conversion. If this shortcut ever fails, route the call to the Sales Support group instead.
How do I change my User ID in MyOperator without sharing credentials?
⚡ Quick answer - Support agents guide you step-by-step (phone, Zoho Assist, or Google Meet) while you make the change yourself. All requests must come from the registered email ID, and agents must never ask for your username, password, OTP or any ...
What are MyOperator Performance Reports and what are the daily download limits for them?
⚡ Quick answer - Performance Reports show department- and user-wise IVR performance. New-plan users get them by default; older-plan users can enable them via a Zoho desk ticket. Each user can download up to 10 Performance Reports per day, and the ...
What is the callback/follow-up time for missed calls?
⚡ Quick answer — • Any missed call before 5 PM (during working hours) must be returned within 2 working hours. • For calls missed after 5 PM (outside working hours), attempt the callback the same evening if possible; otherwise, return the call within ...
Can the service account stay active if the client’s billing account is inactive?
⚡Quick answer - No—the two will sync automatically. • If the client fails to renew within 7 days of the due date, the service status turns Inactive. • The same happens if current usage exceeds the credit limit. • Once the number is released ...
What should I do if the customer's After-Call SMS is not working and is requesting a waiver?
⚡ Quick answer - Start with a clear apology for the inconvenience. Probe for three critical details: The exact issue the client is facing. Whether SMS is failing at one end or both ends. How long has the problem been occurring? Inform the client that ...
Can MyOperator send an executive to our office for on-site training?
⚡ Quick answer - No. In-person training visits are not offered. Instead, a dedicated Support Representative runs a live, online session (Google Meet) that covers the full MyOperator panel, customer use-cases, and Q&A. 1. Is on-site training ...
What is the TAT for an Account Manager’s first “welcome” call, and what details must be verified with the client?
⚡Quick answer - TAT: Place the welcome call within 4 hours of receiving the Service-Activation card in CRM. During the call, confirm every customer detail listed on the card: – Business name – Primary contact person – Email address – IVR/Call-flow ...
Does our Support team attempt to reach a client via WhatsApp if the client doesn’t answer their call?
⚡Quick answer - No, we do not use WhatsApp for client communication in such cases. We follow a centralised communication system to ensure consistency and maximum support availability. Clients are requested to connect with us through our official ...
Can I get a direct contact number for my MyOperator Account Manager?
⚡ Quick answer - Yes. Every MyOperator Account Manager (AM) has a dedicated DID number that we can share on request. You may also call the central support line (8102981029) for a live transfer, or email support@myoperator.com from your registered ...
How do I switch from a Cloud Call Centre plan to an Office IVR plan?
⚡Quick answer - The plan change takes effect only on your billing date. A new panel must be created for the Office IVR plan, and the full difference amount must be paid—partial payments are not allowed. When should I use this guide? Use it if you ...
How to check when a client’s account has been suspended?
⚡Overview - If an account is suspended because extra usage reached the credit-limit threshold, you can confirm the exact suspension date from the client’s Service Timeline in the Accounts panel. Steps: Open the client’s account in the Accounts ...
How do I view the users a client added in MyOperator via the Accounts panel?
⚡Quick answer - Open the Accounts panel, choose Manage Support → Logs In, filter by the client’s service number, and click Users. A list of every user that client has added appears immediately. When should I use this guide? Use these steps whenever ...
What errors can block a service-number reactivation request in Zoho CRM?
⚡Quick answer- “When a number reactivation request is raised via Zoho CRM, the account may fail to activate due to one or more of the reasons listed below. These checks are performed automatically or during manual validation by Tech Support.” When ...
How to manage escalations on ZOHO Tickets?
⚡Quick answer - Check you tickets on daily basis including the Hold ones such Customer Confirmation awaited, Long Dependency . Tickets dependent on customer confirmation should be check on priority Use Pro Active approach to take follow up with the ...
How do I respond when a client can’t initiate a Webcall via the MyOperator Click-to-Call extension?
⚡ Quick Response (Client-Facing Script) "Sir/Ma’am, we understand that you're facing an issue while initiating a Webcall through the MyOperator Click-to-Call extension. This generally happens due to temporary cache issues in the extension. We’ll help ...
How do I delete (remove) a demo account from the front-end panel?
⚡Quick answer - First, make sure the demo account is already inactive. Then go to Manage ➔ Business Information ➔ Deactivate Account and confirm the action.
Why was the client’s number disconnected after reaching its usage limit?
⚡Quick answer - A credit limit is a negative credit value that is reached when a positive value is consumed. Upon reaching the limit, we cannot extend it further, hence the number gets disconnected.
What is the objective of in-panel customer chat when we have tickets and calls already?
⚡Quick answer - The objective of in-panel customer chat, even when tickets and calls are already available, is primarily to enhance the client's experience by providing much faster response times and quicker resolutions. The chat option serves as an ...
Why does the Plan Details screen show a rental of ₹3,500 when the Basic Plan itself is only ₹3,000 per month?
⚡Quick answer - The extra ₹500 comes from add-on features layered onto the Basic Plan. • Customised add-ons—such as After-Call SMS packs, additional DIDs, extra incoming minutes, extra users, or Pro-user licences—are billed on top of the base rental. ...
Why does the client’s panel still show a pending rental even after they paid the full renewal amount?
⚡Quick answer - In MyOperator’s billing engine, every incoming payment is auto-allocated in the following strict order: Outstanding amount Other charges Pending rental Current usages If any outstanding usage or fee exists at the moment of payment, ...
After my SMS template is DLT-approved, how do I customise After-Call SMS notifications in MyOperator?
⚡Quick answer - All After-Call SMS settings live under Call ➜ After Call SMS. From there, you can: • Edit the default notification template. • Add rules that deliver SMS to any custom number—even if it is not a listed user or super-admin. • Create ...
When and why are service-number OTPs rejected?
⚡Quick answer - Service-number OTPs are rejected whenever the requested platform or purpose is outside official business communication. Typical rejections include payment/banking apps, personal social media profiles, loan or credit card portals, and ...
Is it possible to route voicemail notifications to an email address other than the super-admin’s in a basic callflow?
⚡Quick answer - Basic Callflow: No. Voicemail alerts are always sent to the super-admin (owner) email. Advanced Callflow: Yes. Add the desired user in the User section first, then open the Voicemail node and pick that email from the dropdown. The ...
What happens to panel features when a client downgrades their plan?
⚡ Quick answer - Any feature that exists in the current (higher) plan but not in the new (lower-tier) plan must be removed before the downgrade, or the system will keep it active and continue to bill the client as an extra (chargeable) add-on. When ...
Can I change a client’s plan in the middle of the month, and how does it affect billing?
⚡ Quick answer - Yes. You can upgrade or downgrade at any point in the month. The new plan starts immediately, the entire month’s usage is recalculated under that plan, and any features you drop are billed separately as a One-Time Charge (OTC). When ...
Why was the client’s payment declined?
⚡Quick answer - Possible reasons the payment failed • Low funds in the customer’s bank account • Wrong banking credentials entered • A system-side glitch affecting the payment link or the automatic-settlement workflow Next steps to resolve it Email ...
How do I reset MyOperator login credentials when the original panel owner is unavailable?
⚡ Quick answer - If the panel owner has left and the OTP for password reset cannot be retrieved, send an email from the registered contact address to support@myopeartor.com. Tech Support will open a Jira ticket, verify the request, and issue a ...
Why can we provide OTPs for WhatsApp and Instagram but not for Facebook?
⚡Quick answer - OTP approval is purpose-based, not platform-based. We never share OTPs for personal profile creation or login on any social-media platform (Facebook, Instagram, Twitter/X, etc.). OTPs can be shared only for clearly proven business ...
What is the DLT registration process on other portals like Jio—Is it the same as Vodafone or Videocon?
⚡Quick answer - Yes. All DLT portals (e.g., Jio, Vodafone, Videocon) ask for the same set of documents when you register as a Principal Entity. The only noticeable difference is the look and feel of each portal’s user interface (UI). When should I ...
Why is my MyOperator number not working?
⚡Quick answer - Most “number not working” complaints fall into three buckets: The account is inactive or suspended. The telecom switch never receives the call. The IVR/call-flow is misconfigured even though the account is active. Work through the ...
Why does my MyOperator toll-free number show as “Invalid” when dialed?
⚡ Quick answer - Most “invalid number” errors come from dialing mistakes or operator-level routing faults—not from MyOperator’s platform. Re-check the exact digits being dialed. Test from two or more operators (Airtel, Jio, Vi, etc.). Confirm the ...
What happens to your activation date after the first bill is generated?
⚡ Quick answer - Once the first invoice is issued, MyOperator locks the activation date. The billing engine cannot perform the pro-rata recalculations that a post-invoice change would require, and company policy permits edits only within the first 30 ...
Can a client who paid last year but never used the service activate it now, and what do I need to do?
⚡Quick answer - Activation might be possible. Confirm: (1) the client’s reason for non-usage and (2) whether they ever asked Sales or Support for a late start. In both cases, discuss the final decision with your Team Lead (TL) before replying to the ...
How to provide valid 6-month opt-in consent proof before making outbound service-industry calls?
⚡Quick answer - The client can contact the customer only if valid opt-in consent is available and renewable every 6 months. When should I use this guide? Use it whenever a service-industry client wants to call a customer who registered up to six ...
What is the difference between a Child BAN and a Corporate BAN?
⚡Quick answer - There are 3 types of BANs, i.e. normal BAN, corporate BAN & child BAN. BAN stands for Business Account Number. It is a unique identification number assigned to a business account within MyOperator. The BAN does not change throughout ...
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