Symptom
- Customers using a certified/supported CTI integration with SAP Service Cloud and Agent Desktop experience interaction creation failures when handling Facebook Messages, WhatsApp, or SMS.
- When an incoming Facebook/SMS/WhatsApp interaction via widget is accepted, the Agent Desktop displays the following error message: "Failed to create an interaction."
- In the network logs, the following error messages may be observed:
"error": {
"code": "chat.10006",
"message": "Insufficient permissions"
}
Or
"error": {
"code": "chat.20000",
"message": "Something went wrong. Try again later.",
"target": "/sap/c4c/api/v1/chat-service/chats/[GUID]"
}
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Environment
Product
SAP Cloud for Customer core applications all versions
Keywords
CTI, Facebook Messenger, WhatsApp, SMS, interaction failure, chat service, Agent Desktop, API permissions, SAP Service Cloud, business user, business role, access rights, COD_CHAT_WCVIEW, COD_MESSAGING_WCVIEW, Failed to create interaction. AD. Agent Desktop. Side by Side. , KBA , LOD-CRM-SBS-AC , Agent Console Add-on , Problem
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