SMS Closed by System

[jay5261]

I am using V20 Enterprise, the SMS was working fine and then one user got a message that all SMS chat closed by the system. Is there a way to restore them back, and why did the system close the SMS Chats?

 

[OlegR_3CX]

Hi there.
Check the settings of the chat, to see if you have an automatic close of the chat. Also, it is a good practice to close the chat once it is ended, as we have in the settings the option to auto-close them.

 

[jay5261]

Hi there.
Check the settings of the chat, to see if you have an automatic close of the chat. Also, it is a good practice to close the chat once it is ended, as we have in the settings the option to auto-close them.

The auto chat setting is not checked, how do you restore the chat messages (SMS)

 

[OlegR_3CX]

Does it mean that your provider was deleted or disabled, which made your chat close?
Are you using a supported 3CX trunk?

 

[jay5261]

Does it mean that your provider was deleted or disabled, which made your chat close?
Are you using a supported 3CX trunk?

Yes provider was deleted and then added back with updated settings.
Trunk not supported.
Is there a way to get the sms back (Restored)?

 

[OlegR_3CX]

Once provider is deleted, this is expected.
Just start the new conversation.

 

[jay5261]

Once provider is deleted, this is expected.
Just start the new conversation.

Is there a way to get the sms/conversation and the phone numbers they were texting/chatting with back (restore)?

 

[OlegR_3CX]

No, it won't be possible once the connection is closed.

 

[Alphabetic]

You will have to restore from your backup.

 

[illcsales]

@Alphabetic

This is interesting I thought I was told when I asked, that once closed, it was not possible to restore do you have steps to follow to parse out just the sms messages to be restored.

This would be very helpful in the future when, for example, you need to switch Voip providers and need to move the DID to a different trunk.

BTW that is how we found out the sms threads gets closed by changes to the trunk.

 

[RHopkinson]

@OlegR_3CX Where is the option in v20 to auto-close chats? In v18 it was in Reporting / Chat Logs / Settings, but I don't see anything similar to that in v20.

 

[Alphabetic]

From the dashboard click on the blue cog next to Chat Log.