Organizational User not showing up in Chat | Community
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rbpeterson2
Newcomer
rbpeterson2
Newcomer
November 3, 2021
Question

Organizational User not showing up in Chat

  • November 3, 2021
  • 1 reply
  • 0 views

I've created a new user in my organization.  The user has a full license to both Zoom chat and Phone.

 

When I go into Zoom chat, the user does not display in Contacts and does not show up when I start typing their Name/email for a new Chat message.  

 

Image showing beginning type of the name, Ryan; only shows another user Ryan B.  Also attached, image showing that the user is Ryan A.

 

Why is my organizational user not showing up?

 

If I use the user's email address, Zoom tags as an External user (which causes other issues based on our backend rules).

    1 reply

    R
    Community Manager
    rn-zm
    Community Manager
    November 15, 2021

    Hey @rbperterson2, is Ryan A in an IM group? If so, look into your IM groups to ensure that the user is added and ensure that within the groups that chat is enabled.

     

    Also, ensure that Ryan isn't added to any test groups that may be causing the user not to show up in the search results.

     

    As an Admin/Owner you can also try to go to the web portal > Account Management > IM management > IM Settings then toggle "Company Contacts" off and on and see if this will fix the issue.

     

    Let me know if this helps! 

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