Fault diagnosis for LogixOne Chat - Please Start Here First

Fault diagnosis for LogixOne Chat - Please Start Here First

Introduction

As LogixOne Chat is integrated with Zoho CRM, there are various factors that may lead to issues with the platform's functionality. These issues could arise from modifications made to Zoho CRM or from carriers like Twilio. To determine the cause and resolve any potential problems affecting the proper functioning of LogixOne chat, it is crucial to follow the steps outlined below for confirmation or diagnosis of recent CRM environment modifications.

Kindly be informed that while we are committed to providing assistance, we are not liable for addressing or diagnosing issues in your current Zoho CRM environment. Our team will make every effort to support you. However, if it is determined that modifications are impeding the proper functionality of LogixOne chat, we retain the right to charge you according to our standard hourly rates.

Therefore we strongly suggest that you perform the following checklist to determine whether the current Zoho CRM settings may be having an impact on LogixOne Chats ability to operate.

  1. Mobile number format

  2. Mobile numbers need to be formatted properly including the country code, area code and the correct number.  Neither LogixOne chat or Twilio is able to send messages correctly if the recipient's contact details are incorrect or not formatted properly.

  3. Properly Configured and Activated Twilio account 

  4. Twilio is functioning correctly and there are no settings that are preventing messages from being sent or received, these could include:
    1. Inadequate credit
    2. In proper Geo settings that are preventing your Twilio account from sending or receiving specific messages. - https://console.twilio.com/us1/develop/sms/settings/geo-permissions
    3. That you are correctly using Twilio WhatsApp templates and following Twilio rules for sending and receiving WhatsApp messages.
    4. The recipient that you are sending a message to has not blocked you.
    5. You do not have any conflicting messaging services associated to your Twilio account.
    6. You are trying to send SMS messages to a number that has a different country code than your Twilio SMS capable number.
    7. We suggest that you try testing your Twilio environment first by sending your Twilo number a message to see if you can send and receive messages from Twilio.

  5. Modifications to your Zoho CRM environment:

    1. You have reset the admin account that is used to authenticate LogixOne Chat to your Zoho CRM environment's password and ticked to terminate any existing API refresh tokens.  As detailed in the image :                                
    2. You have hidden any fields or modules that have been installed by LogixOne Chat.
    3. Your Zoho CRM subscription is at a minimum 'Enterprise'.  Zoho CRM with either 'Standard' or 'Professional' versions do not allow custom moduls.  Please upgrade to 'Enterprise' version or subscribe to 'CRM Plus' or 'Zoho One'.
Once you have confirmed and completed the above checklist please send an email to support@clearscope.solutions

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