Issues Sending a Message

Quick links in this article:

Are you experiencing any of the following:

• Send button greyed out?

• Error message when sending a message?

• Error message saying you haven’t got access to the account?

• Error message saying an error occurred?

There are a variety of reasons a user might experience these issues with sending messages - below are a number of troubleshooting methods to pinpoint the issue.

CHECK: User has access

In order to answer messages, a user must have permissions for the account in question. That means they must be in a team that is associated with that account. To check this, navigate to Configuration > Advanced > Accounts > Your media account > Teams tab and check which teams are currently associated. Then, navigate to Configuration > Settings > Users and Teams > User's name and make sure they’re in that team.

Open

Check which teams are mapped to the account

Open

Check the user is in the team

CHECK: Attachments are valid

Not all attachment types are available on all channels - check which types are supported for the channel you’re reply on in this article: Permitted File Types

CHECK: Account is healthy

If you experience an error message referring to tokens or authentication, that might indicate an issue with the media account. Navigate to the media account via Configuration > Advanced > Accounts > Your media account > Details tab. If there is an issue with the account, a banner will be displayed.

For social channels, it might be that you need to relink your account - follow the steps for adding an account in order to relink: Starting With Channels