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Version: 5.13

Troubleshooting

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 BYOOTT 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 BYOOTT Settings Metadata record 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 Connected App Client Id field in the b+s BYOOTT Settings Metadata record matches the Consumer Key under Consumer Details in the Interaction Service API Connected 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 Connected 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 Connected App.