{"id":3927,"date":"2019-10-31T10:37:06","date_gmt":"2019-10-31T10:37:06","guid":{"rendered":"https:\/\/staging.txtbox.in\/docs\/salesforce\/?post_type=lsvr_kba&#038;p=3927"},"modified":"2020-04-24T05:19:06","modified_gmt":"2020-04-24T05:19:06","slug":"unable-to-send-messages-using-conversation-view-converse-desk-ecd","status":"publish","type":"lsvr_kba","link":"https:\/\/staging.txtbox.in\/docs\/salesforce\/knowledge-base\/unable-to-send-messages-using-conversation-view-converse-desk-ecd\/","title":{"rendered":"Unable to Send Messages Using Conversation View\/Converse Desk\/ECD"},"content":{"rendered":"\n<h3 class=\"wp-block-heading\"><strong>Issue Scenario<\/strong><\/h3>\n\n\n\n<p>A user tries to send messages using Conversation View\/Converse desk\/ECD is unable to do so.<\/p>\n\n\n\n<hr class=\"wp-block-separator is-style-wide\" \/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Possible Causes<\/strong><\/h3>\n\n\n\n<p>The following reasons may have caused the issue:<\/p>\n\n\n\n<p>\u2022The user is not assigned an SMS-Magic License.<\/p>\n\n\n\n<p>\u2022The user does not have permissions for SMS-Magic object granted either for permission sets or at the profile level<\/p>\n\n\n\n<p>\u2022The user does not have read access to the name field, mobile field or SMS Opt Out\/SMS Opt In field referenced in the MOC.<\/p>\n\n\n\n<p>\u2022SMS Credits are exhausted<\/p>\n\n\n\n<p>\u2022Mobile field used in MOC is empty<\/p>\n\n\n\n<p>\u2022SMS History record is created but SMS is not delivered (due to issue on providers end)<\/p>\n\n\n\n<p>\u2022A custom automation rule is causing an error with SMS History record creation.<\/p>\n\n\n\n<hr class=\"wp-block-separator is-style-wide\" \/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Solution<\/strong><\/h3>\n\n\n\n<p>Make sure that the user has a license assigned to him\/her as well as he\/she has appropriate permissions assigned.<\/p>\n\n\n\n<div class=\"c-alert-message\">\nClick the following link to review the minimum access level &#8211;  \nhttps:\/\/www.sms-magic.com\/technical-resource-center\/sms-magic-guide-for-salesforce-admin\/sms-magic-converse-guide-for-salesforce-admin\/\n<\/div>\n\n\n\n<p>Follow the procedure given below to resolve the issue caused owing to any custom automation rule:<\/p>\n\n\n\n<p>1.Ensure that all process builder\/workflow\/flow\/triggers on the SMS History object in the Customer&#8217;s Org is configured correctly. Incorrect values definitions may result in the SMS History record not being created properly. &nbsp;<\/p>\n\n\n\n<p>2.Review the configurations and modify them if required.<\/p>\n\n\n\n<p>3.Reach out to the Dev team if the issues persists even after reviewing and consulting with the CS team.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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: \u2022The user is not assigned an SMS-Magic License. \u2022The user does not have permissions for SMS-Magic object granted either for permission sets or at the profile level \u2022The [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"lsvr_kba_cat":[497],"lsvr_kba_tag":[509,500],"class_list":["post-3927","lsvr_kba","type-lsvr_kba","status-publish","format-standard","hentry","lsvr_kba_cat-outgoing-message-issues","lsvr_kba_tag-unable-to-send-messages-using-conversation-view-converse-desk-ecd","lsvr_kba_tag-troubleshooting"],"_links":{"self":[{"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba\/3927","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba"}],"about":[{"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/types\/lsvr_kba"}],"author":[{"embeddable":true,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/comments?post=3927"}],"version-history":[{"count":1,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba\/3927\/revisions"}],"predecessor-version":[{"id":3928,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba\/3927\/revisions\/3928"}],"wp:attachment":[{"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/media?parent=3927"}],"wp:term":[{"taxonomy":"lsvr_kba_cat","embeddable":true,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba_cat?post=3927"},{"taxonomy":"lsvr_kba_tag","embeddable":true,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba_tag?post=3927"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}