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Contact Name Not Displayed for Incoming Messages

Issue Scenario

User is unable to view the contact name while viewing the relevant conversations on the converse desk.


Possible Causes

1.The lookup field is not populated on the incoming SMS record.

2.The object field is not populated on the conversation record.

3.The SMS was received from an unknown number


Solution

Follow the given procedure to resolve the issue:

1.Verify and assign appropriate permissions for the user.

2.Index the the Mobile field on the SMS History record if it is not indexed.

3.Populate the object type field on the conversation record, if required.




Incoming Messages not displayed in Converse Desk, ECD or Conversation View

Issue Scenario

While on the Converse Desk, ECD or on a conversation View, the user is unable to view incoming messages.


Possible Causes

•The lookup field is not populated on the incoming SMS record.

•The object field is not populated on the conversation record.

•Previous message field on SMS History was not populated.

•The SMS was received from an unknown number

•Sharing settings is not configured correctly


Solution

Follow the given procedure to resolve the issue:

1.Verify and assign appropriate permissions for the user.

2.Index the the Mobile field on the SMS History record if it is not indexed.

3.Populate the object type field on the conversation record, if required.

4.Review the Sharing settings/sharing rules on Conversations object that does not allow messages to be visible to specific people and grant access to the affected user.




Unable to Define a Default Sender ID for Users

Issue Scenario

User is unable to configure a default Sender ID for their users.


Solution

1.Refer to the topic on SMS History Visibility with Sharing Setting Rules for more details on assigning sender IDs.

2.Also refer the topic Add Sender IDs under Sender ID and Assignment in the Admin Guide.




Unable to add users/view the correct number of available licenses

Issue Scenario

User is unable to add new users or even view the correct number of available licenses.


Possible Causes

•User trying to add licenses may not have access to the License Object.

•User who is being added may not be an active user and their license status may not be set to true.


Solution

Follow the given procedure to resolve the issue:

1.Verify that the user who is adding licenses has access to the License object (smagicinteract__License__c).

2.Check the Error Logs object for any entries registered for the issue.

3.Verify that the user being added is an active user and has the license status set to true.

a.To check the license status:

i.On the Developer Console, click Query editor on the panel below.

ii.Type the following code:

Select smagicinteract__User__r.name, smagicinteract__Status__c, 
smagicinteract__User__c, smagicinteract__User__r.IsActive from smagicinteract__License__c 



SMS History Visibility with Sharing Setting Rules

Issue Scenario

Ensure SMS History visibility for specific user groups by creating new Sharing Setting Rules.


Solution

Assign a specific Sender Id, SMS History and Incoming SMS records to a limited number of users.

Step 1: Create a group of all the users who are assigned a specific sender ID and limited access to SMS History and Incoming SMS records based on your requirement.


1.Under Setup search for Public Groups in the Quick Find Search.

2.Click New to create a new group.

3.Type a name for the group.

4.Search the users you wish to add to the group.

5.Select the Users and click  to move them from Available Members list to Selected Members list.

6.Click Save.

Step 2: Change the Sender ID to Private.


1.Under Setup search for Sharing Settings in the Quick Find search box.

2.Under Sharing Settings, click Edit.

3.Search SMS Sender ID (try using Ctrl + F), SMS History and Incoming SMS.

4.Select Private in the picklist for all three objects.

5.Click Save.

Step 3: Create a New SMS Sender ID Sharing Rule


1.On the Sharing Settings page, scroll down to the section on SMS SenderId Sharing Rules .

2.Click New. The SMS Sender ID Sharing Rule page appears.

3.Add a Label

4.Under Select your Rule Type click the Based on Criteria option.

5.Under Select which Records to be Shared, define the following criteria:

i.Under Field click senderid

ii.Under Operator click equals

iii.Under Value provide the Sender ID.

6.Under Select the users to share with, select public group in first field and then select the group you created earlier (in Step 1 above) in the adjacent field.

7.Under Select the level of Access for the Users, select Read Only.

8.Click Save.

You can also create new SMS History Sharing Rules and Incoming SMS Sharing Rules with your desired criteria depending on the record owner.

Step 4: Update User Profiles


1.View the profiles of all the users to whom you are assigning specific sender ID’s, SMS History and Incoming SMS sharing rules.

2.On their individual profile pages, click Edit. The profile page appears as shown.

3.Under Custom Object permissions, look for SMS SenderIdsSMS Sender ID profile map , SMS HistoryIncoming SMS.

4.Clear all selections to remove the View all and Modify all access from these profiles.

5.Click Save.




Unable to Send or Receive Messages Due to Insufficient Privileges

Issue  Scenario

User is unable to send or receive messages owing to insufficient privileges.


Possible Causes

The user does not have appropriate permissions to create SMS records.


Solution

A minimum set of access is required to send and receive text messages.  Refer the section on SMS-Magic Converse Permission Details in the SMS-Magic Converse Guide for Salesforce Admin following link to review and grant appropriate access.

You can also grant the SMS-Magic Permission sets to users.
The Permission Management section under Converse Settings provides the details on available permissions.




Error occurs while saving changes in User Profile

Issue  Scenario

While saving changes made to any profile, the following error occurs:


Possible Causes

This is a Salesforce error and is occurring because the profile does not have the required permissions which have a dependency on the permissions that have already been activated for the profile. The active permissions include:

•Create/Read/Edit/Delete permission for “Incoming MMS Details” object

•Create/Read/Edit/Delete permission for “LV MMS Details” object

•Create/Read/Edit/Delete permission for “MMS Details” object.


Solution

To access the above mentioned object, you first need to provide a required dependent missing permission (at least a read permission)  for  objects mentioned below:

•SMS History object

•Incoming SMS object

•List View Configurations

Once you enable access for these objects you will no longer receive the error message while saving profile.

Refer the following URL for more details on resolving this problem:

https://help.salesforce.com/articleView?id=When-editing-a-Profile-an-error-is-received-like-Permission-Create-Object-Name-1-depends-on-permission-s-Read-Object-Name-2&language=en_US&type=1




Unable to receive Text/Email notification for Incoming Messages

Issue Scenario

A user does not receive any Email/Text notification for incoming messages.


Possible Causes

The following are the possible causes for the issue:

•“Notification on incoming” flag is set to False on the Salesforce org.

•The user is not assigned to the sender ID and thus does not meet the criteria of “user assigned to sender ID” that has been defined as a notification parameter.

•Multiple users are assigned to a single Sender ID and therefore is not eligible to receive notifications based on the “user assigned to sender ID” notification parameter.

•The user is not the last sender and therefore does not meet the criteria for the “Last sender” that has been defined as a  notification parameter.

•There are more than 200,000 SMS History records (for “Last sender” notification).

•The user does not have permission to the object and its field where the incoming SMS record is stored (SMS History or Incoming SMS). Also, they do not have access to the Conversations object.

•If the “Notification on incoming” is set to False, the customer might have set up workflows/process builder for custom email alerts and the logic for that might be incorrect.

•Emails are going to the SPAM folder of customer’s email Inbox

•Customer’s IT team might have filters on employees Inbox which might be causing the issue.


Solution

Follow the given procedure to solve the issue:

1.Under Converse Settings click Sender ID & Assignment.

2.Slide the “Notification on incoming” toggle button and set it to True to enable the customer to receive emails alerts using our logic

3.Make sure that  the user is assigned to a sender ID to ensure that it receives notifications when the “user assigned to sender ID” notification value is defined.

4.Also ensure that only one user is assigned to a sender ID (for “user assigned to sender ID” notification)

5.Verify the last sender who needs to be notified.

6.If there are more than 200,000 SMS History records, then, you will need to index the mobile field.
Refer the solution document available in the URL below follow a recommended practice: https://docs.google.com/document/d/1PsBNr8PQuKD_abbRwggCZTtfGQqedAdAU74tzqlZ10k/edit?usp=sharing

7.Grant the user appropriate access to the SMS History/Incoming SMS object and Conversations object.

8.Review the custom automation rule for email alerts configured on the customers org and modify the logic accordingly.

9.Reach out to the CS team for further assistance  or contact the Dev team if you are still unable to resolve the logic.

10.Request the customer to mark these emails as Not spam.

11.Ask the customer to check with his IT team.

For the last two steps in the procedure mentioned above, check if the emails are actually triggered from Salesforce by setting up email logs. This helps to ensure whether emails were triggered at a specific time.

For more details, refer the following Salesforce Help document at –
Request an Email Log



Browser Notification not working for Incoming Messages

Issue Scenario

A user does not receive browser notifications for incoming messages.


Possible Causes

The following are the possible causes for the issue:

•The push topics are not configured correctly.

•Popup notifications are disabled for your browser.


Solution

Contact the  Dev team, if you fail to receive browser notification even after all configurations are defined appropriately.




ECD Shows no Indication of Incoming Messages

Issue Scenario

The ECD does not show any indication when the user receives incoming messages in the ECD.


Possible Causes

The following are the possible causes for the issue:

•The push topics are not configured correctly.


Solution

•Configure Push topics accurately.

•Contact the  Dev team, if you fail to receive notification in ECD even after push topics are configured appropriately.




Incoming Messages Are Not Visible in Converse Desk/ECD/Conversation View

Issue Scenario

A user is unable to view Incoming Messages in Converse Desk, ECD or Conversation View.


Possible Causes

The following are the possible causes for the issue:

•The lookup field is not populated on the incoming SMS record.

•The object field is not populated on the conversation record.

•Previous message field on SMS History was not populated.

•The SMS was received from an unknown number.

•Sharing settings has not been configured properly.


Solution

Check and implement the following changes to solve the issue:

•Verify if the user has permissions for the lookup field and assign appropriate solutions if required.

•Index the Mobile field on the SMS History record, if required.  

•Populate the object type field on the conversation record if required.

•Review all sharing settings/sharing rules on Conversations object, not allowing messages to be visible to specific people, and grant access to the affected user.




Incoming SMS Alerts are Sent to Incorrect Recipient

Issue Scenario

The incoming SMS alerts are sent to unintended recipient.


Possible Causes

The following are the possible causes for the issue:

•Data indexing issue – There are more than 200,000 records on which the query runs. Therefore the incoming SMS is assigned to the OAuth user.

•Notification settings are not configured correctly.

•The Previous message lookup did not happen.

•Incoming SMS was received from an unknown number.

•User does not have permissions for updating the Previous Lookup or the related SMS History


Solution

Do the following to resolve the issue:

•Index all mobile fields. Refer to the document in the link provided below for more details on Field Indexing.
https://docs.google.com/document/d/1PsBNr8PQuKD_abbRwggCZTtfGQqedAdAU74tzqlZ10k/edit?usp=sharing

•Configure all notifications correctly. For more details, refer the section on Configure Incoming Notifications under Sender ID and Assignment in the SMS-Magic Converse Guide for Salesforce Admin:
https://www.sms-magic.com/technical-resource-center/sms-magic-guide-for-salesforce-admin/




Unable to send messages using Single and Bulk SMS button

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.




Unable to Send Messages Using Custom Triggers

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.

The disableSMSOnTrigger defines when the callout is being performed from our code.
0 denotes that the callout will be perform by us and 1 denotes that the callout will be done using custom code by the customer.



Unable to Send Messages Using Conversation View/Converse Desk/ECD

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.

Click the following link to review the minimum access level –
https://www.sms-magic.com/technical-resource-center/sms-magic-guide-for-salesforce-admin/sms-magic-converse-guide-for-salesforce-admin/

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.




Messages are sent with incorrect SenderID

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.

If the sender ID on salesforce SMS History is displayed correctly, but the message continues to display a different Sender ID, then, check with the portal team for further assistance.