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Version: 6.0

Troubleshoot installation/configuration errors

Enhanced troubleshooting with the b+s Partner Messaging Conversation Context​

The b+s Partner Messaging Conv. Context (Conversation_Context__c) object can be found as part of the b+s Partner Messaging for Webex Connect package and can be used for enhanced server-side debugging.

In order to be able to access the object and its records, make sure that the User has the Configuration Admin permission set assigned (ref).

note

It is suggested to customize the object layout to display / hide the fields as required.

Fields and data available​

  • Success: Indicates whether the log's related operation has been successful or not.
  • Type: WXDATA | OUTBOUND | INBOUND | AUTH | CONFIG | DELIVERYRECEIPT:{DELIVERY_STATUS_RECEIVED} (e.g. DELIVERYRECEIPT:DELIVERED for a successfully delivered message)
  • Channel: Channel that generated the log
  • Linked Record: Related record (MessagingSession / Conversation / b+s Configuration record) - may be empty depending on where the log generates.

Error fields

  • Error Details: Stores a human-readable error (if any is available)

### Other fields and usage

The Conversation Context object is also used by the b+s Partner Messaging for Webex Connect package to smoothly perform backend operations. A record of type WXDATA is created for each new inbound Conversation routed to an Agent, which identifies with the Salesforce's Conversation standard object.

For logging and troubleshooting purposes, each record stores a subset of the data received from the Webex request to initiate a Conversation with an Agent:

  • Webex AppId
  • Webex Delivery Channel
  • Webex ThreadId
  • Webex Sender Id
  • Webex Additional Params

Sentitive data as messages and user-identifiers are never stored in the Conversation Context records.

Warning

The Conversation Context object is protected by a permission set included in the package. However, System Administrators retain full authority over the organization they administer. Administrators must ensure that records for this object are visible only to users with the appropriate permissions and, except for special controlled situations, are not editable.

Important

If the additionalParams parameter of the inbound request changes while the End User is chatting with an Agent, the Webex Additional Params in the Conversation Context record is overridden with the latest received value.

## Troubleshooting

No Chat is presented to Agents after successfully "queued" message​

Response visible in Webex logs retured by Salesforce for a message/attachment/typingIndicator request shows "queued" and successful, but no Messaging Session (Chat) is presented to any Agent in Salesforce.

Resolution

Check for new Conversation Context records, any the error returned by Salesforce after the request was queued will be stored in there.

Error: Invalid schema/topic for topic error displayed in Agent chat​

Invalid schema for topic

Resolution

Grant the SCRT2 Integration User Permission Set Read and Create permissions for b+s Partner Messaging Platform Events object

Find this in the docs

Omni Widget shows Cannot access object message​

Resolution

Grant required object permissions for Messaging Sessions (Permission Set -> Object Settings -> Messaging Sessions).

Messaging Session record page shows empty Conversation tab​

Resolution

Edit the Lightning Page in use for the Messaging Session, remove the existing Conversation component from the page, add the Enhanced Conversation component instead.

Can't send this message right now error displayed in Agent chat​

Symptom

When sending a message from the Agent chat, the error Can't send this message right now. If this happens again, ask your Salesforce admin to contact Salesforce Customer Support. is displayed. No message is received on customer's side.

Resolution

Double-check all the fields in the Configuration record are the correct ones.

Error 400: The conversation channel definition for the provided "to channelAddressIdentifier" field is missing​

Symptom

Received in the Webex Connect Web Chat Message node a message like:

{
    statusCode:400,
    m_strResponseBody: {
        success:false,
        message: {
            message: "The conversation channel definition for the provided
                        to channelAddressIdentifier field is missing.",
            code:10026
        }
    },
    headers: {
        ...
    },
    statusText:"Bad Request"
}

Resolution

Double-check the content of the Messaging Platform Key inside the Salesforce Messaging Channel matches with the Webex Connect MessagingPlatformKey field.

Error 500: Intenal Server Error - System.UnexpectedException: Salesforce System Error​

Symptom

Received in the Webex Connect Web Chat Message node a message like:

{
    statusCode:500,
    m_strResponseBody: [
        {
            errorCode: APEX_ERROR,
            message: System.UnexpectedException: Salesforce System Error: 121442464-266889 (-333772046) (-333772046)\\n\\n(System Code)
        }
    ],
    headers: {
        ...
    },
    statusText: "Internal Server Error"
}

Resolution

Double-check that the Certificate Name field in the b+s Configuration record in use is displayed in the layout, and it's empty. If you use Certificate Name, add the corresponding value.

Error 500: invalid_client_id message is received in the Web Chat Message node response​

Symptom

Received in the Webex Connect Web Chat Message node a message like:

{
    statusCode: 500,
    m_strResponseBody: [
        {
            errorCode: "APEX_ERROR",
            message:
                cnxbyoott.SharedFunctions.StatusCodeException: {
                    error: "invalid_client_id",
                    error_description: "client identifier invalid"
                }
        }
    ],
    headers: {
        ...
    },
    statusText: "Internal Server Error"
}

Resolution

Double-check that the External Client App Client Id field in the b+s Configuration record in use matches the Consumer Key under Consumer Details in the Interaction Service API External Client App.

Error 500: invalid_grant - user hasn't approved this consumer message is received in the Web Chat Message node response​

Symptom

Received in the Webex Connect Web Chat Message node a message like:

{
    statusCode: 500,
    m_strResponseBody:[
        {errorCode: "APEX_ERROR",
        message:
            cnxbyoott.SharedFunctions.StatusCodeException: {
                error: "invalid_grant",
                error_description: "user hasn't approved this consumer [...]"}
            }
        ],
    headers: {
        ...
    },
    statusText: "Internal Server Error"
}

Resolution

Make sure that the profile of the Run As User is assigned on the Interaction Service API External Client App.

Error 500: invalid_grant - invalid assertion message is received in the Web Chat Message node response​

Symptom

Received in the Webex Connect Web Chat Message node a message like:

{
    statusCode: 500,
    m_strResponseBody:[
        {errorCode: "APEX_ERROR",
        message:
            cnxbyoott.SharedFunctions.StatusCodeException: {
                error: "invalid_grant",
                error_description: "invalid assertion"}
            }
        ],
    headers: {
        ...
    },
    statusText: "Internal Server Error"
}

Resolution

Make sure that Use digital signatures is enabled and the correct certificate is uploaded on the Interaction Service API External Client App.

Error 400: no client credentials user enabled message is received in the Web Chat Message node response​

Symptom

Received in the Webex Connect Web Chat Message node a message like:

{
    statusCode: 400,
    m_strResponseBody: {
        error: "invalid_grant",
        error_description: "no client credentials user enabled"
    } ...
    ...
}

Resolution

Ensure that the designated user for executing Interaction API requests is correctly assigned to the Interaction API External Client App. Specifically, verify that the user is configured as the Run As user in the OAuth Flows and External Client App Enhancements section within the OAuth Policies.