Issue Scenario

A user tries to use the Single or Bulk SMS button to trigger outgoing messages, but is unable to do so.

Possible Causes

The possible reasons may cause this issue:

•The user does not have an SMS-Magic License.

•The user does not have permissions for SMS-Magic object granted either for permission sets or at the profile level.

•The user does not have read access to the name field, mobile field or SMS Opt Out/SMS Opt In field referenced in the MOC.

•The value defined in the SMS Opt Out/SMS Opt In field does not allow the user to send the message.

•SMS Credits are exhausted

•The Mobile field used in MOC is empty

•SMS History record is created but SMS is not delivered (due to issue on providers end)

•A custom automation rule is causing an error with SMS History record creation.

Solution

Work on the Permission sets, user licenses and re-configure the MOC definitions to resolve the first 7 causes mentioned above.

Follow the procedure given below to resolve the issue caused owing to any custom automation rule:

1.Ensure that all process builder/workflow/flow/triggers on the SMS History object in the Customer’s Org is configured correctly. Incorrect values definitions may result in the SMS History record not being created properly.  

2.Review the configurations and modify them if required.

3.If the issues persists even after reviewing and consulting with the CS team, then, reach out to the Dev team.

Issue Scenario

When the disableSMSOnTrigger value is set to 0 the SMS History records are created but do not reach the portal. Also when the  disableSMSOnTrigger value is set to 1, the SMS History records are created but do not reach the portal

Possible Causes

The possible reasons may cause this issue:

•If the disableSMSOnTrigger value is 0, we have to conduct a check on all future call limits before sending out an SMS. This does not allow the SMS to be sent to the portal if future methods are exhausted for the request.

•The Trigger which creates the SMS History record is usually invoked from either a batch or a future method. This results in 0 limits for future method invocations of the SMSUtility code request.

•If the disableSMSOnTrigger value is 1, then, the customer needs to perform the callout by themselves.

Solution

Follow the given procedure to resolve the issue:

1.Schedule the SMS History record creation or add it as a job that can be queued.
Or
Perform the callout in the batch context and then create the SMS History record later with the disableSMSonTrigger value as 1.

Issue Scenario

A user tries to send messages using Conversation View/Converse desk/ECD is unable to do so.

Possible Causes

The following reasons may have caused the issue:

•The user is not assigned an SMS-Magic License.

•The user does not have permissions for SMS-Magic object granted either for permission sets or at the profile level

•The user does not have read access to the name field, mobile field or SMS Opt Out/SMS Opt In field referenced in the MOC.

•SMS Credits are exhausted

•Mobile field used in MOC is empty

•SMS History record is created but SMS is not delivered (due to issue on providers end)

•A custom automation rule is causing an error with SMS History record creation.

Solution

Make sure that the user has a license assigned to him/her as well as he/she has appropriate permissions assigned.

Follow the procedure given below to resolve the issue caused owing to any custom automation rule:

1.Ensure that all process builder/workflow/flow/triggers on the SMS History object in the Customer’s Org is configured correctly. Incorrect values definitions may result in the SMS History record not being created properly.  

2.Review the configurations and modify them if required.

3.Reach out to the Dev team if the issues persists even after reviewing and consulting with the CS team.

Issue Scenario

A user sends a messages using a specific sender ID. However, the recipient receives the message from a different sender ID.

Possible Causes

The following reasons may have caused the issue:

•Sender Id on salesforce is not stored in 1xxxxxxxxxx format (where 1 is the country code)

•You may be sending SMS from a specific sender ID. However, the org has inserted a trigger on SMS History that updates the Sender ID. This is used  for custom use cases, revolving around the round robin assignment of Sender ID.

Solution

Follow the given procedure to resolve the issue:

1.Ensure that that the sender Ids are always stored on Salesforce in plain format prefixed with the country code. This helps to make the sender ID routing logic on portal, work correctly.

2.Review the custom trigger and inform the customer accordingly. You can seek assistance from the CS team . If the issue, still persists, then, consult the dev team.

Issue Scenario

A user tries to execute a bulk Campaign in Converse App by filtering the list view on the basis of the campaign name. However, the campaign status remains unchanged and continues to display “Running”.

Possible Causes

To investigate the reasons behind this issue, you can follow the given procedure:

1.Under Setup, click Apex Jobs.

2.View Batch Jobs for this Bulk Campaign. The following error message appears:
“First error: Semi join sub-selects are only allowed at the top level WHERE expressions and not in nested WHERE expressions.”

As the list view, filters records on the basis of the Campaign name, it creates a subquery in the WHERE clause. The subquery can be shown as below:

SMS-Magic Converse does not support a subquery in the WHERE clause which leads to this error and results in not processing the messages. Consequently, the bulk campaign status remains unchanged.

To locate the query you can run the following code in the Anonymous window of the Developer Console:

Solution

To send messages to a list which has been filtered using campaign names, customers can use the Run SMS Campaign functionality directly from the Campaign object.