{"id":3942,"date":"2019-10-31T10:46:58","date_gmt":"2019-10-31T10:46:58","guid":{"rendered":"https:\/\/staging.txtbox.in\/docs\/salesforce\/?post_type=lsvr_kba&p=3942"},"modified":"2020-04-24T05:19:05","modified_gmt":"2020-04-24T05:19:05","slug":"unable-to-receive-text-email-notification-for-incoming-messages","status":"publish","type":"lsvr_kba","link":"https:\/\/staging.txtbox.in\/docs\/salesforce\/knowledge-base\/unable-to-receive-text-email-notification-for-incoming-messages\/","title":{"rendered":"Unable to receive Text\/Email notification for Incoming Messages"},"content":{"rendered":"\n

Issue Scenario<\/strong><\/h3>\n\n\n\n

A user does not receive any Email\/Text notification for incoming messages.<\/p>\n\n\n\n

\n\n\n\n

Possible Causes<\/strong><\/h3>\n\n\n\n

The following are the possible causes for the issue:<\/p>\n\n\n\n

\u2022\u201cNotification on incoming\u201d flag is set to False on the Salesforce org.<\/p>\n\n\n\n

\u2022The user is not assigned to the sender ID and thus does not meet the criteria of \u201cuser assigned to sender ID\u201d that has been defined as a notification parameter.<\/p>\n\n\n\n

\u2022Multiple users are assigned to a single Sender ID and therefore is not eligible to receive notifications based on the \u201cuser assigned to sender ID\u201d notification parameter.<\/p>\n\n\n\n

\u2022The user is not the last sender and therefore does not meet the criteria for the \u201cLast sender\u201d that has been defined as a  notification parameter.<\/p>\n\n\n\n

\u2022There are more than 200,000 SMS History records (for \u201cLast sender\u201d notification).<\/p>\n\n\n\n

\u2022The 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.<\/p>\n\n\n\n

\u2022If the \u201cNotification on incoming\u201d 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.<\/p>\n\n\n\n

\u2022Emails are going to the SPAM folder of customer\u2019s email Inbox<\/p>\n\n\n\n

\u2022Customer\u2019s IT team might have filters on employees Inbox which might be causing the issue.<\/p>\n\n\n\n

\n\n\n\n

Solution<\/strong><\/h3>\n\n\n\n

Follow the given procedure to solve the issue:<\/p>\n\n\n\n

1.Under Converse Settings<\/strong> click Sender ID & Assignment<\/strong>.<\/p>\n\n\n\n

2.Slide the \u201cNotification on incoming<\/strong>\u201d toggle button and set it to True to enable the customer to receive emails alerts using our logic<\/p>\n\n\n\n

3.Make sure that  the user is assigned to a sender ID to ensure that it receives notifications when the \u201cuser assigned to sender ID<\/strong>\u201d notification value is defined.<\/p>\n\n\n\n

4.Also ensure that only one user is assigned to a sender ID (for \u201cuser assigned to sender ID\u201d notification)<\/p>\n\n\n\n

5.Verify the last sender who needs to be notified.<\/p>\n\n\n\n

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<\/a><\/p>\n\n\n\n

7.Grant the user appropriate access to the SMS History\/Incoming SMS object and Conversations object.<\/p>\n\n\n\n

8.Review the custom automation rule for email alerts configured on the customers org and modify the logic accordingly.<\/p>\n\n\n\n

9.Reach out to the CS team for further assistance  or contact the Dev team if you are still unable to resolve the logic.<\/p>\n\n\n\n

10.Request the customer to mark these emails as Not spam.<\/p>\n\n\n\n

11.Ask the customer to check with his IT team.<\/p>\n\n\n\n

\nFor 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.\n
\nFor more details, refer the following Salesforce Help document at – \nRequest an Email Log<\/a>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

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: \u2022\u201cNotification on incoming\u201d flag is set to False on the Salesforce org. \u2022The user is not assigned to the sender ID and thus does not meet the criteria of \u201cuser assigned […]<\/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":[516,500],"class_list":["post-3942","lsvr_kba","type-lsvr_kba","status-publish","format-standard","hentry","lsvr_kba_cat-incoming-message-issues","lsvr_kba_tag-unable-to-receive-text-email-notification-for-incoming-messages","lsvr_kba_tag-troubleshooting"],"_links":{"self":[{"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba\/3942","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=3942"}],"version-history":[{"count":3,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba\/3942\/revisions"}],"predecessor-version":[{"id":3945,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba\/3942\/revisions\/3945"}],"wp:attachment":[{"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/media?parent=3942"}],"wp:term":[{"taxonomy":"lsvr_kba_cat","embeddable":true,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba_cat?post=3942"},{"taxonomy":"lsvr_kba_tag","embeddable":true,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba_tag?post=3942"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}