SAP Knowledge Base Article - Preview

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

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]"
    }


Read more...

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

About this page

This is a preview of a SAP Knowledge Base Article. Click more to access the full version on SAP for Me (Login required).

Search for additional results

Visit SAP Support Portal's SAP Notes and KBA Search.