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Troubleshoot the Send a Message Action in Messaging
Reps can use the Send a Message action to proactively message customers in enhanced channels and Enhanced In-App Chat. If you have trouble finding the recipient or sending your message, review these troubleshooting tips.
Required Editions
| View supported editions. | |
This article applies to:
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Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
This article doesn’t apply to:
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Enhanced Web Chat v1, Enhanced Web Chat v2, Standard Facebook Messenger, and Standard SMS channels |
| Issue | Reason | Fix |
|---|---|---|
| You don’t see the Send Message action. | The action wasn’t added to the global action layout. | Follow the steps in Set Up Business-Initiated Messaging for Enhanced Channels to add the action to the global action menu, record action menu, or activity timeline. |
| You don’t have the Initiate Messaging Sessions user permission (all channels) or the Send Initial SMS Message to Individual user permission (SMS-specific). | Ask your admin to assign the user permission(s) to you. | |
| You aren’t able to enter a message in the Send a Message composer. | (Enhanced WhatsApp only) If more than 24 hours have passed since the selected messaging user’s last message, you can’t send them a freeform message. You can only send Notification messaging components that are linked to an approved WhatsApp template. | In the Send a Message composer, click the plus icon and then click the messaging component icon. Then, select a Notification messaging component to send. |
| (Enhanced Facebook Messenger only) If more than 7 days have passed since the selected messaging user’s last message, you can’t send messages using the Send a Message action. | Try contacting the user in another channel. | |
| When the messaging user responds, the session is routed to a different service rep or queue. | If the service channel uses tab-based capacity, the customer’s response is routed as a new messaging session, and a different rep may pick it up. | Switch to status-based capacity to automatically route responses to the service rep who sent the initial message. Otherwise, the new rep can review the user’s messaging history for context, and if needed, transfer the session back to the original rep. |
| You don’t see the recipient you’re looking for. | The Send a Message composer only shows messaging users that meet these criteria:
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Ensure that the criteria are met for the user you’re trying to contact. |
| (Enhanced WhatsApp only) You’re trying to send a messaging component because the reply period has passed, but the list of components is missing the one you want. | For enhanced WhatsApp channels, the messaging component action in the Send a Message composer only shows messaging components that meet these criteria:
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Select a messaging component that meets the criteria. |
| (Enhanced SMS only) Your message fails to send. | The phone number for the messaging user must use the E.164 phone number format. | Update the phone number on the messaging user record to include the + sign and the country code. If the user doesn't yet have a messaging user record, update the phone number on the associated contact, lead, or account record. |
| When selecting a recipient, you see multiple messaging user records with the same name, or multiple records named Guest. | A messaging user record is created for each user who communicates with your business in a specific channel. For example, a user who has communicated with you over WhatsApp and Facebook Messenger can have two messaging user records, each associated with a different channel. | To send your message to the right messaging user, follow either of these approaches:
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| By default, the name of any messaging user record associated with an Enhanced Chat channel is Guest. | To automatically update the name on messaging user records from “Guest”, admins can:
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