{"id":3965,"date":"2019-10-31T11:20:57","date_gmt":"2019-10-31T11:20:57","guid":{"rendered":"https:\/\/staging.txtbox.in\/docs\/salesforce\/?post_type=lsvr_kba&#038;p=3965"},"modified":"2020-04-24T05:19:05","modified_gmt":"2020-04-24T05:19:05","slug":"incoming-messages-not-displayed-in-converse-desk-ecd-or-conversation-view","status":"publish","type":"lsvr_kba","link":"https:\/\/staging.txtbox.in\/docs\/salesforce\/knowledge-base\/incoming-messages-not-displayed-in-converse-desk-ecd-or-conversation-view\/","title":{"rendered":"Incoming Messages not displayed in Converse Desk, ECD or Conversation View"},"content":{"rendered":"\n<h3 class=\"wp-block-heading\"><strong>Issue Scenario<\/strong><\/h3>\n\n\n\n<p>While on the Converse Desk, ECD or on a conversation View, the user is unable to view incoming messages.<\/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>\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 is not configured correctly<\/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>Follow the given procedure to resolve the issue:<\/p>\n\n\n\n<p>1.Verify and assign appropriate permissions for the user.<\/p>\n\n\n\n<p>2.Index the the Mobile field on the SMS History record if it is not indexed.<\/p>\n\n\n\n<p>3.Populate the object type field on the conversation record, if required.<\/p>\n\n\n\n<p>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.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Issue Scenario While on the Converse Desk, ECD or on a conversation View, the user is unable to view incoming messages. Possible Causes \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 was not populated. \u2022The SMS [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"lsvr_kba_cat":[494],"lsvr_kba_tag":[522,500],"class_list":["post-3965","lsvr_kba","type-lsvr_kba","status-publish","format-standard","hentry","lsvr_kba_cat-converse-desk-ecd-issues","lsvr_kba_tag-incoming-messages-not-displayed-in-converse-desk","lsvr_kba_tag-troubleshooting"],"_links":{"self":[{"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba\/3965","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=3965"}],"version-history":[{"count":1,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba\/3965\/revisions"}],"predecessor-version":[{"id":3966,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba\/3965\/revisions\/3966"}],"wp:attachment":[{"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/media?parent=3965"}],"wp:term":[{"taxonomy":"lsvr_kba_cat","embeddable":true,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba_cat?post=3965"},{"taxonomy":"lsvr_kba_tag","embeddable":true,"href":"https:\/\/staging.txtbox.in\/docs\/salesforce\/wp-json\/wp\/v2\/lsvr_kba_tag?post=3965"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}