TautivaHelp

Common problem Situation

Find missing Customer or Case records

An empty search does not always mean the record is missing. Check filters, your workspace, and spelling first.

- C.S. - Agent, Sales, Collection# 4, 8 minutes #Last checked October 13, 2026.
Supplies record: Some actions depend on role and data conditions, and have not been tested by saving / sending data. Use this as a check guide, instead of proof of transaction testing.

Before you start

Access to the correct workspace and role.

Step-by-step instructions

Follow these steps in order. You can keep this guide open while working in another Tautiva tab.

  1. Ensure the active workspace is correct.

  2. Check if you are in the Customers, Cases, or Inbox section according to the type of data.

  3. Remove filters like Mine, Unread, Status, or date if they are active.

  4. Search using a partial name or valid identity.

  5. If still not found, check the possibility of the customer being stored in another business account or by another team.

  6. Do not create a duplicate before the CRM Admin confirms the data does not exist.

Open the page in Tautiva

PRACTICAL EXAMPLE

Example from daily work

Example: a Case is not visible in My follow-ups because the task belongs to a colleague, but it may be in All.

This is a fictional training example. No real customer data was used.

Expected result

You will know the safe steps to take and the results to check without modifying data before the procedure is approved.

Important notes

  • Role authority and workspace separation can hide data.
  • Data not imported to Customers will not automatically appear just because it is in an Excel file.

If something goes wrong

  • Search continues to load: note the synchronization status and time.
  • Cases are not visible: check category/priority/follow-up filters.

This guide describes the interface reviewed on 13 October 2026. Documentation testing did not send real messages, invite users, process payments, or modify real customer records.