The reason for this could be that CRM agents are not properly matched to Toky agents in the integration configuration. You can check this following these steps:
- Go to to your integrations section https://app.toky.co/business/tools
- Select your CRM integration from the list
- In the Configuration tab look for the step: Pair up your CRM's agents with your Toky agents
- Select the corresponding Toky agent for every CRM agent loaded. Click on the Sync button if you need to refresh the CRM agent's list.
If after doing this, the activities the problem persists, pleas contact our customer service team.