How is user authentication handled within the Telgoo5 system?

What is the primary function of the dashboard?

How does the system streamline customer data retrieval?

How are administrative permissions and access managed?

Where can users manage system-wide configurations?

How do you return to the main dashboard? 

Inventory

How can we ensure the efficient use of devices of customers who transferred out before shipping label printing and order fulfillment?

The status of the devices of these customers will be marked as "Removed." To re-use these devices, you will have to change their status to "Free" by following these steps:

Go into Inventory(PC 382)>>Bulk Process(PC 347)>>Scroll down to Bulk Set Device Status(PC 364). Here, we can update the status of these devices to "free" to make them available for use again.

Type-1: If the devices are fewer in number, you can use the Type-1 procedure.

Select the status as free>>enter each device ID from the new line>>Click on submit.

Type-2: If there are several devices, you can use the Type-2 procedure. Click on "(Download Sample File)." A file will be downloaded. Enter the Device IDs under Device ID column, status as "Free" under Status column and your ID under Agent ID column. Save this file. Then click on the "Add Files" button under Type-2 and upload this file and click on submit.

Is it possible to recycle or reuse eSIMs after customers have used them and no longer need them?

No, once a SIM is assigned to a customer, it cannot be reused.

Payments

How to refund any transaction of a customer?

To refund any transaction for a customer, follow these steps:

1. Open the customer's profile.

2. Navigate to the billing and invoice section

3. Access the payments section

4. Click on the "void" button

Now, you have two options for the refund:

For a full refund:

5. Choose the refund type as "full" and proceed.

For a partial refund:

5. Select the refund type as "partial" and enter the specific amount you wish to refund.

Additionally, if you'd like to transfer the refunded amount to the customer's credit card:

Click "yes," and the amount will be transferred to the customer's credit card. You will receive a confirmation message. If you do not wish to transfer the refund amount to the customer's credit card: Click "no."

Following these steps, you can successfully refund any transaction of a customer.

What is Telgoo5 Customer Wallet?

A Digital Wallet ensures convenience to the user and enables users to make quick payments online. It allows user to securely store funds, make transactions, and track payment histories etc. Customer Wallet is a kind of digital wallet which helps customers to make transactions in Telgoo5 system.

Here a customer can add funds to the Customer Wallet account for hassle free transactions. These funds can be used for the future transactions to purchase Minute top-up, Data top-up, upgrade plan, Bill payment,  and renew plan etc.

To Access customer wallet  then navigate to --> Login to Telgoo5 --> select customer -> check on the top middle screen there will be an icon labelled + sign with wallet balance. To add funds to the wallet. To add funds to wallet click on the + wallet balance icon, once the add wallet popup window is open please check the below steps.

1. In the amount field add the required amount the user needs to add to the wallet (Mandatory).

2. Select the type of payment mode through which the wallet will be funded.

3. Enter receipt number.

4. Click on submit. Once done, the agent will be prompted with a successful notification click ok to go back to CSR. Through which Mode of Payments we can fund a wallet .

There are different sources accepted in the Telgoo5 system, below are the accepted modes of payments.

• Credit card

• Cash

• Using Pin

• Add wallet through top-up card

• Skip payment

Plans

How to check a customer's Plan renewal date?

To verify and check a customer's plan renewal dates, follow these following steps:

• Access the Customer Service Record for the particular customer.
• Go to Billing and Invoice (PC75).
• Select OCS Purchase (PC465).
• Find the renewal date in the 'Next Renewal' column.

These steps enable you to quickly access and identify customer's plan renewal dates.

How can I change the plans of several customers all at once?

To change the plans of multiple customers at once, you can follow these simple steps:

• Go to the "Inventory(PC382)" section and select "Bulk Process(PC347)"
• Click on "Bulk Customer Plan Change(PC359)" to proceed.
• Download the provided sample file by clicking on "Download Sample File."
• In the Downloaded file, enter the following details for each customer:
  • Customer ID
  • MDN 
  • Carrier Code(of the new plan)
  • Plan Code(of the new plan)
• To find the carrier code and plan code for the desired plan:
  • Navigate to "Settings" and select "Plan Config(PC232)".
  • Use the search function to find the plan you're interested in.
  • Click on "Edit Plan" to view the plan's details.

I am unable to enroll my customer in their desired plan. The plan does not populate for me.

Notifications

How to view Email and SMS notifications from the customer notes?

Telgoo5 has a functionality which lets the user view the email and SMS notifications directly from the CSR notes section. This feature provides a more clear picture of all communications sent to a subscriber at a glance. 

To view notifications in CSR notes, follow the below steps.

1. Navigate to the customer CSR page and locate customer notes.

2. You can view Email and SMS notifications sent to the particular subscriber by clicking View email and View SMS.

What to do if customers are not getting email notifications?

If your customers are not receiving email notifications or if the emails are going to spam please follow these instructions.

Instruct the customer to mark them in their email as not spam or add the address to their contacts.

If they are not receiving them at all, verify the email address is correct. If it is, contact support for further assistance. Be sure to let support know the troubleshooting and verification steps you have already attempted.

How do you resend notifications?

The Resend Notification feature allows you to send a previously sent notification to a customer again if they report not receiving it. This can be useful in situations where a customer does not receive an important notification, such as an Order Confirmation's email or SMS. To use this feature, simply access Resend Notification (PC930) in Telgoo5 and select the desired notification to resend.

Here are the steps to follow to use the Resend Notification feature:

1. After logging into the Telgoo5 system, search for a customer and then you have to click on Resend Notification (PC930) at the left panel.
2. Choose Date Range, Notification Type, Event Type, and Sent Status according to your search requirement
3. Click on the submit button to get a search result.
4. Click on the eye icon under the message column to see the notification content.
5. Review the notification content and if it is fine to resend, click on close button.
6. Click on the Resend Notification button and then click on OK button to confirm resend notification.
7. Notification sent successfully with confirmation message.

Here you can request the customer to check his/her SMS/Email to get this notification again.

How to unsubscribe Email or SMS notification?

When customers receive an email, they can easily unsubscribe by clicking on the provided Unsubscribe link. Once the customer clicks on the unsubscribe link they will be redirected to the following confirmation page.

Same as when customers receive an SMS, they can easily unsubscribe by clicking on the provided Unsubscribe link.Once the customer clicks on the unsubscribe link they will be redirected to the following confirmation page.

In order to provide further clarification on the unsubscribe process, let's delve into more details.

You can unsubscribe Email or SMS notification through Telgoo5 CSR against a particular customer's account or customer can unsubscribe by clicking on the link in received email or SMS.

The Telgoo5 system offers two types of notifications:

• Transactional notification
• Promotional notification

If a customer opts to unsubscribe from a campaign, they will no longer receive promotional notification. Similarly, if a customer unsubscribes from transactional notifications, they will no longer receive transactional notification.

In the Telgoo5 system, you have the flexibility to individually stop promotional emails, stop promotional SMS messages, stop transactional emails, or stop transactional SMS messages at any time through Telgoo5 CSR dashboard. You can choose to stop all types of notifications or selectively unsubscribe from any specific type based on customer's preferences.You have the ability to manage and personalize various types of notifications based on customer's specific requirements.

Password

How does a customer reset his password through a website?

A customer can reset his password through the website's “forgot password” functionality. Let's explain step by step how a customer can reset his password.

• Click on the Password link in the Sign In page in the website.
• Then the Password Reset page will be redirected. Now enter your Email or MDN and click on the Look Up Account button.
• A success message is displayed as confirmation email has been sent.
• Instruct the customer to check their email where the Password Reset Link is sent.
• Click on the link in the email, which will be redirected into the Password Reset webpage.
• After resetting the password, a success message will be displayed.

How to change the password of a user account in Telgoo5?

Telgoo5 allows you to change any type of user account's password. You can change your user's password through 2 ways.

• Through the User Profile icon at top right in Telgoo5 Dashboard.
• Through User Settings (PC480) in Setting Menu.

As you know there are 4 types of user accounts in Telgoo5 such as Master Agent, Distributor, Retailer, and Employee. All these accounts can change the password.

Through User Profile icon at top right in Telgoo5 Dashboard: You have to follow the below steps, If you want to change password through User Profile icon at top right in Telgoo5 Dashboard.

• Login Telgoo5 system with your credentials.
• Click on the Profile icon in the Top Right side of Telgoo5 Dashboard.
• Click on the Reset Password button in the profile section.
• Now change your password with the new one.

Through User Settings (PC480) in Setting Menu: You have to follow the below steps, If you want to change password through User Settings section.

• Login Telgoo5 system with your credentials.
• Click on the Setting icon at top-right in Dashboard.
• Click on the User Settings (PC480) option under setting.
• Click on the following options according to your user account type.
  • Manage Master Agent (PC120)
  • Manage Distributor (PC121)
  • Manage Retailer (PC122)
  • Manage Employee (PC123)
• Click on the Change password icon on your user account.
• Now change your password.

Password Guidelines:

• The password must contain one digit (0-9), one special character(.,!@#$%~), one lowercase (a-z) and uppercase (A-Z) character.
• It can contain minimum 8 to maximum 30 characters and couldn't contain any spaces.
• New Passwords can not change as last 3 used passwords.