3566558 - Failure to Create Facebook/SMS or WhatsApp Interactions in Agent Desktop via CTI Integration

• 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]"
  }
  
  

• SAP Cloud for Customer
• Agent Console/Agent Desktop (Add-on)

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