Problem Number: 639
Affected System: Pulse
Issue summary
Some client messages are not showing on the pulse chat window.
Advisors are unable to see the messages, leading to an increase in client dissatisfaction as it appears they are ignored. It could also cause delays in starting their debt solution and a worsening of there situation.
Current Workaround
Please raise a fresh ticket so the volume of the issue can be assessed.
Next clear the cookies/permissions on your web browser and restart pulse and the web browser.
Note on the ticket if this resolves the issue.
Permanent Solution / Accepted Workaround
On further investigation it’s been identified that when the transcript is downloaded the missing message show. Below the text is an example of this. The third-party provider assisted in looking into this and no new occurrences have been reported in the last 7 months as of December 2025.