| Question | Answer / How to do it in Telgoo5 |
| How do I find a customer? | Use the global search bar at the top of the dashboard. Search by account name, account number, or MDN. The result drops you straight into the Customer Profile. |
| How do I see a customer's real-time data balance? | Open the Customer Profile → Line Information → Live Status. Compare the remaining data against the Plan Expiry Date in Other Information. If data shows zero before Plan Expiry, the line is throttled. |
| Where do I add notes on a customer call? | Bottom of the Customer Profile → Customer Notes. Click Add Note. Notes are stamped with your username and timestamp. Use them on every inbound call. |
| How do I see every action a customer (or agent) took on the line? | Customer Service → Customer Activity Log shows every change and purchase, with the source (CSR vs. self-service) and timestamp. Customer History adds the audit log of which agents have viewed the profile. |
| The Customer Profile shows the wrong status — Active vs. Suspended. What now? | Refresh the page. If still wrong, check Customer Activity Log for the most recent status change. If the carrier-side and BSS-side disagree, open a helpdesk ticket with the MDN — this is usually a sync issue. |
| A customer says they did not receive their welcome email. Can I re-send? | Yes. Customer Service → Resend Notification, search by date range and event type, and click Resend. Last 30 days only. |