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Wanatat Chanjaem
Sep 21, 4:22 PM
Enhanced Messaging (LINE) channel active, webhook verified, zero errors — but Salesforce never creates Messaging Sessions or logs any inbound activity

I've set up an Enhanced Messaging LINE channel in a Sandbox (UAT) org following the official setup guide (service.messaging_line_create) step by step, but inbound LINE messages never create a Messaging Session in Salesforce, and I've exhausted every troubleshooting avenue I can find. 

 

Setup: 

 

Enhanced Messaging LINE channel, Omni-Channel routing to a Queue that supports Messaging Session 

Webhook URL correctly configured in LINE Developers Console → clicked Verify → Success 

"Use webhook" = On, Auto-reply and Greeting messages disabled in LINE 

Channel Activated in Salesforce, Omni-Channel status = Online/Available 

Refreshed the channel connection (re-authenticated Channel Secret/Access Token) — no change 

 

What I've checked, all clean: 

 

LINE Developers Console → Webhook errors: 0 errors (with Error statistics aggregation on) 

LINE Verify: consistently returns Success 

Salesforce webhook endpoint (…/commongateway/line/ucom-message/{platformKey}) reachable externally, returns HTTP 405 on GET as expected for a POST-only endpoint 

MessagingSession and MessagingEndUser: 0 records, ever 

Debug Logs (trace flag on the "Automated Process" user, SFDC_DevConsole level, active during every test): 0 log entries generated, even right after sending fresh test messages 

Tried to check the "Enhanced Messaging Log" mentioned in some docs, but couldn't find it anywhere in Setup Quick Find in this org — does this require a specific permission, license, or release version to appear? 

 

Since LINE reports successful delivery (implying it got a 2xx response) but Salesforce shows literally zero trace of receiving or processing anything — not even an Apex debug log — I suspect either a silent signature-verification failure on the inbound webhook, or a platform-level issue with this specific channel that isn't surfaced in any UI I have access to. 

 

Has anyone run into this exact symptom (webhook verified + zero errors both sides, but zero MessagingSession/debug log activity) with Enhanced Messaging? Any pointers on where else to look, or whether "Enhanced Messaging Log" requires something specific to enable? 

 

Org type: Sandbox (UAT). Channel type: LINE, Enhanced platform. 

 

#Messaging  #Messaging Session

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Eran Dromy asked in #Trailhead Challenges
Aug 19, 8:56 PM
How to fix issues with "Enable Digital Experiences and Set Up Messaging"?

Following the instructions in "Enable Digital Experiences and Set Up Messaging" I keep getting this message when clicking the "Verify step to earn 100 points": 

"Step not yet complete in MIAW Org

Make sure you created and connected to the Developer Edition org with Messaging." 

 

Since I'm new to Salesforce and the Digital Experiences I'm not sure what went wrong and how to fix it. 

I tried to delete and start over - but when trying to delete the routing configurations it says I don't have permission to do that action - so I'm kind of stuck at this point. 

 

#Trailhead Challenges  #Trailhead  #Digital Experience  #Messaging

4 answers
  1. Eran Dromy
    Aug 26, 3:45 PM

    I have found the issue. 

     

    For whatever reason following the "Create a Queue" step didn't produced a queue, which then made selecting "Category 1 Biking Queue" in the "Omni-Channel Routing type" in the "Create a Channel" step impossible. 

     

    Trying to create a new queue resulted in an error when trying to enter the Routing Configuration for "Category 1 Biking" ("

    Error:

    No matches found."). So I had to click the search icon next to the input, then "Clear Search Results" to see a list of possible Routings in the Search Results (and click the Category 1 Biking). 

    After that I saw the new created queue, and the rest of the process could be completed.

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Abhinav Anand (Member of Technical Staff at athenahealth) asked in Enhanced Chat (Messaging In-App/Web)
Jul 25, 2024, 10:21 AM
Is there any API available to 'End Conversation' in MIAW ?

I have created a custom button to launch MIAW Chat on Community page and have hidden the standard button by setting visibility as always hidden. But after starting a chat , unless the user clicks on 'End Conversation' and closes the chat window , the standard button will always be visible. Even if agent ends the session , the user can still send new messages or just minimize the chat window. The conversation does not end. If user logs out with keeping the chat window and again logs in after sometime , chat window is still open on that page. Basically the custom button is of no use if user starts a chat and  doesn't end conversation and closes window.

 

Is there any APIs or any other way to close complete conversation when Agent ends the session?

 

#Messaging Session #Service Cloud #Messaging

9 answers
  1. Ankur Gupta (Capgemini)
    Jul 15, 10:09 PM

    @Don Schueler How to programmatically determine if a MessagingSession was ended by the new "End Session Based on Inactivity" automation vs. manually by an agent?

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Abhinav Anand (Member of Technical Staff at athenahealth) asked in Enhanced Chat (Messaging In-App/Web)
Oct 25, 2024, 9:09 AM
"Test Messaging" is disabled in Embedded Service for MIAW.

I was successfully able to setup Messaging for In App and Web in my sandbox and it's working fine. Now I have deployed the complete MIAW setup to higher orgs via VS Code , I was able to deploy all the sites, networks, Messaging Channel, EmbeddedServiceConfig, VF Page etc. successfully.

But I'm facing error while publishing the embedded service. I'm getting a success mail saying that the site is successfully published but I'm getting below error just after clicking "Publish" :

Something went wrong, Gack ID: 1839136551-31169 (1553746173)

 

Also, the "Test Messaging" is disabled. The VF page which was created in the previous org , I have deployed that as well and updated all the urls in the page to new sandbox but still it doesn't help. Since it's mentioned that they will create a new vf page , I tried deleting the deployed vf page but still same issue.

 

 

Any help would be appreciated. Although I can create a new embedded service manually in the new sandbox but it would be good to fix this. As I have deployed all components , just need to publish it.

 

#Service Cloud #Messaging Session #Messaging

4 answers
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Abhinav Anand (Member of Technical Staff at athenahealth) asked in Enhanced Chat (Messaging In-App/Web)
Jul 19, 2024, 11:14 AM
How to setup User Verification in Experience Site to retain conversation history ?

In legacy Live Chat, we used to show all chat transcript record for a particular Case on our community case detail page in a related list. It seems we cannot do the same in MIAW because we can only fetch the conversation via Connect API. Just came across this MIAW feature that it allows end users to see old conversation if they are verified. Can anyone please help with how to verify users for this. I have seen multiple documents but they all seem to be about external Websites and android apps. I need this only for Community.

 

Not sure , if it will serve our purpose because we display chat button on Case Detail page and would ideally like to see conversation for that particular case only but one end user can have multiple cases.

 

#Messaging Users #Messaging Session #Service Cloud #Messaging

15 answers
  1. Kim Roberts (PrismHR)
    Apr 23, 2025, 5:44 PM

    We spent about 2 hours on the phone with our IT person and the SF support team to get it set up in our sandbox. I could not tell you what they ended up having to do at the end of all that. BUT also, we were told after all of that we really did not need User Verification since all of our users will be authenticating in from Experience Cloud not an external platform. I am sure that may have changed by now. We had to abandon that project for others.

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Carlos Ocampo
Dec 10, 2021, 12:59 PM
You can't view this item in Lightning Experience Messaging Session

Is there a way I can see my Messaging Session records from Salesforce mobile app? I can see them when I'm in the browser (Chrome) but when I try to access them in the mobile app, I get this error 'You can't view this item in Lightning Experience'. Same happens with MessagingEndUser and MessagingChannel records. 

 

#Salesforce #Messaging   #LightningExperience #SalesforceMobileApp

2 answers
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Brian Gustin (Sr. Director of Business Operations & Customer Engagement at Crocs) posted in Salesforce on Salesforce: Service
Jun 24, 2020, 7:21 PM

As you start using Messaging more in your own support center do you foresee changing the UI for Messaging to make it more integrated like Live Agent? Today the difference between these two products is stark and easy to see which was SF native and which was bolted on. We have struggled with user adoption and efficiency of the Messaging because of UI - would love to add on WhatsApp as we know our customers would use this platform, but are hesitant because of the product and unclear intersection of "messaging users" and our actual "person accounts" in harmonizing the customer data. 

4 comments
  1. Brian Gustin (Crocs)
    Jun 25, 2020, 6:58 PM
    Thanks @Mark Abramowitz - we definitely aren't using that version - even though we think we are using Digital Engagement. I will reach out to our Service AE to find out what we're doing wrong.
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