Solved Some users not receiving SMS

[ksd]

I've been troubleshooting an issue now for hours and looking for some pointers.

I have two new users who I am trying to give visibility to incoming SMS messages. Other users already see the incoming messages in their Chat.

After creating the new users I've added them to the queue that has been assigned the DID (which is a linked to a Twilio SIP trunk).

How best to troubleshoot this?

 

[Evolute IT]

Close the chats so new groups are created with the latest queue members. They're not added to existing chats.

 

[ksd]

Just to clarify, I'm not expecting the new users to have visibility of old incoming SMS messages. I'm testing by sending new SMS messages to the mobile number on the Twilio SIP trunk.

Isn't it the case that being joined to a Queue should make the new incoming SMS messages visible to these new users?

 

[Evolute IT]

Just to clarify, I'm not expecting the new users to have visibility of old incoming SMS messages. I'm testing by sending new SMS messages to the mobile number on the Twilio SIP trunk.

Isn't it the case that being joined to a Queue should make the new incoming SMS messages visible to these new users?

If the previous chat was dealth with. If it's still opened or just archived, no it won't.

 

[ksd]

I see. So I should "Take" the chat and then make it "Dealt With"?

 

[Evolute IT]

I see. So I should "Take" the chat and then make it "Dealt With"?

Yes

 

[ksd]

Great. Will try this.

 

[ksd]

It worked. Thank you!

This is not at all intuitive. I would never have found this.