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Proactive Alert Monitoring: Messaging In-App & Web (MIAW) Conversation Creation Failures

Publiceringsdatum: Oct 14, 2024
Beskrivning

The Signature Success plan’s Proactive Monitoring product will monitor for, and alert you if Messaging for In-App & Web (MIAW) Conversation Creation Failures occur. 

If you receive an alert from the Proactive Monitoring service related to this metric, it indicates that your users may be unable to start a new conversation and MIAW service is experiencing a degradation.

 

⚠️ This ProM alert is not available for the Gov cloud customers.

⚠️ This Proactive Monitoring alert will only trigger at Critical severity and additional updates about impact and remediation will be provided in the associated support case.

 

Causes:

Some common causes for MIAW service degradation are:

  • Service degradation of Salesforce realtime micro service
Lösning

Here are some common practices & resources that may help to resolve issues related to this alert:

  • Consider this as an outage at Salesforce
    • You will be notified when the service is restored
  • Switch to alternate channels to support your end customers
  • While the outage exists, you can disable the channel by going to setup > Messaging Settings, clicking the channel you'd like to disable, then clicking the action button next to the Active button to disable the channel. You can go back and re-activate the channel once the issue has been resolved. This will remove the chat button from your pages, preventing your customers from seeing the chat button and getting an error.
Knowledge-artikelnummer

002048317

 
Laddar
Salesforce Help | Article