{"id":3936,"date":"2019-10-31T10:43:03","date_gmt":"2019-10-31T10:43:03","guid":{"rendered":"https:\/\/staging.txtbox.in\/docs\/salesforce\/?post_type=lsvr_kba&#038;p=3936"},"modified":"2020-04-24T05:19:05","modified_gmt":"2020-04-24T05:19:05","slug":"incoming-messages-are-not-visible-in-converse-desk-ecd-conversation-view","status":"publish","type":"lsvr_kba","link":"https:\/\/staging.txtbox.in\/docs\/salesforce\/knowledge-base\/incoming-messages-are-not-visible-in-converse-desk-ecd-conversation-view\/","title":{"rendered":"Incoming Messages Are Not Visible in Converse Desk\/ECD\/Conversation View"},"content":{"rendered":"\n<h3 class=\"wp-block-heading\"><strong>Issue Scenario<\/strong><\/h3>\n\n\n\n<p>A user is unable to view Incoming Messages in Converse Desk, ECD or Conversation View.<\/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 are the possible causes for the issue:<\/p>\n\n\n\n<p>\u2022The lookup field is not populated on the incoming SMS record.<\/p>\n\n\n\n<p>\u2022The object field is not populated on the conversation record.<\/p>\n\n\n\n<p>\u2022Previous message field on SMS History was not populated.<\/p>\n\n\n\n<p>\u2022The SMS was received from an unknown number.<\/p>\n\n\n\n<p>\u2022Sharing settings has not been configured properly.<\/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>Check and implement the following changes to solve the issue:<\/p>\n\n\n\n<p>\u2022Verify if the user has permissions for the lookup field and assign appropriate solutions if required.<\/p>\n\n\n\n<p>\u2022Index the Mobile field on the SMS History record, if required. &nbsp;<\/p>\n\n\n\n<p>\u2022Populate the object type field on the conversation record if required.<\/p>\n\n\n\n<p>\u2022Review all sharing settings\/sharing rules on Conversations object, not allowing messages to be visible to specific people, and grant access to the affected user.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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: \u2022The lookup field is not populated on the incoming SMS record. \u2022The object field is not populated on the conversation record. \u2022Previous message field on SMS History [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"lsvr_kba_cat":[496],"lsvr_kba_tag":[513,500],"class_list":["post-3936","lsvr_kba","type-lsvr_kba","status-publish","format-standard","hentry","lsvr_kba_cat-incoming-message-issues","lsvr_kba_tag-incoming-messages-are-not-visible-in-converse-desk-ecd-conversation-view","lsvr_kba_tag-troubleshooting"],"_links":{"self":[{"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba\/3936","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=3936"}],"version-history":[{"count":1,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba\/3936\/revisions"}],"predecessor-version":[{"id":3937,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba\/3936\/revisions\/3937"}],"wp:attachment":[{"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/media?parent=3936"}],"wp:term":[{"taxonomy":"lsvr_kba_cat","embeddable":true,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba_cat?post=3936"},{"taxonomy":"lsvr_kba_tag","embeddable":true,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba_tag?post=3936"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}