SAC 360º - Account not found

In cases of account blocking or change of the WhatsApp number, it may be necessary to replace the account connected in SprintHub.

After this change, when trying to continue an existing conversation in SAC 360°, the following message may be displayed:

"Account not found"

This happens because the old service remains linked to the previous WhatsApp account, which is no longer connected to the system.

Important: Existing tickets are not automatically migrated to the new WhatsApp account.

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How to resolve

To continue the service with the Lead, it will be necessary to start a new conversation using the new connected WhatsApp account.

You can do this in two ways:

• Through the SAC 360°;

• Through the Lead record Lead.

Step by step

1. In the ticket that shows the message "Account not found", click on New Ticket.

2. Select the new WhatsApp account that was connected to SprintHub.

   Note: After connecting a new account, it may take a few minutes to become available in the selection list.

3. Confirm the creation of the ticket.

The system will automatically open a new conversation with the Lead, linked to the new WhatsApp account.

From that moment on, it will be possible to send messages normally, including texts, media, quick replies, templates, and other available features.

Demonstration video

See below the complete step-by-step guide to create a new ticket using the new WhatsApp account.