Platform reports
Report connection errors to CallMerlin support, with consent.
Platform reports
Sometimes an action fails because of a connected service or a CallMerlin issue. Merlin may ask if you want to send this to CallMerlin support.
That is different from a case: a case is work for your own team. A platform report goes to CallMerlin so they can investigate the integration.
Only with your consent
Nothing is reported silently. Merlin asks first:
- Chat / widget / Slack / Teams: Yes, send or No thanks
- Phone: say yes or no
On no, nothing happens. On yes, you get a reference back (like CM-INC-…).
What the PIN user sees
- An action fails (suitable error).
- Merlin explains briefly and asks if you want to report it.
- After yes: reference + note that the account admin also gets a heads-up.
What the admin sees
- A short email (at most one for the same error within 24 hours)
- The Platform incidents card on the Help page (click for details): PIN name, service, channel, reference, and how often the same error was reported again
- When CallMerlin support closes the report: a resolved email
CallMerlin support always gets an email with technical context (no secrets or full chat).
Email preferences (Settings)
Under Settings → Email for platform incidents you choose who gets email:
- Emails to my admin address: on or off for the account email.
- ICT / ops email: optional separate address (e.g. IT). When set, platform emails go there by default.
- Also CC my admin address: only available when an ICT address is set. Then ICT and admin both get email.
The grey destination line shows who gets mail: admin only, ICT only, or ICT + admin.
| Setting | Result |
|---|---|
| Admin on only | Mail to account email |
| ICT filled, admin off | Only ICT gets mail (that is fine) |
| ICT + CC admin | ICT and admin both get mail |
| No destination | No email; reports stay in the dashboard |
Reports always stay visible under Platform incidents, even without email. Every admin email includes an unsubscribe link; that stops admin emails only, not the dashboard list.
Tips
- Use this when Merlin indicates a platform issue, not for “wrong PIN permissions” or “reconnect the service” (the admin fixes that under Connections).
- Reporting the same error multiple times in a day updates the same incident (counter goes up) so inboxes stay calm.