Monitoring SMS Inbox Sync Status
Communication Planner displays a warning icon when an active SMS Inbox cannot sync successfully. This helps SMS Inbox users identify issues promptly so they can review their Twilio configuration or Salesforce access and, if needed, open a TargetX Support ticket.
When an inbox has a sync failure, a yellow warning triangle appears next to the inbox name in the inbox header. Hover over the icon to view the message that applies to the failure:
|
Sync Status |
Warning Message |
|---|---|
| Failure - External | “Sync failure: check Twilio settings or open TX Support ticket” |
| Failure - Salesforce | “Sync failure: check permissions or open TX support ticket” |
Reviewing Sync Details
Administrators can review an inbox’s sync information from the Active Inboxes list in SMS Inbox settings. The list includes Sync Status and Sync Date/Time columns, which match the values stored on the corresponding SMS Inbox record.
If an active inbox has a sync failure, the list also displays the yellow warning triangle. Hover over the icon to view the applicable troubleshooting message. Deactivated inboxes do not display sync status or sync date/time information.
Troubleshooting Sync Failures
A Failure - External status may indicate an issue with the connected Twilio account or its configuration. Review the inbox’s Twilio settings and confirm that the required account details are valid.
A Failure - Salesforce status may indicate that the user or integration lacks the Salesforce permissions required to access or update SMS Inbox data. Review relevant permissions and field access. This error occurs when the user lacks the required permissions for the SMS Inbox objects. These permissions are included in all delivered permission sets:
- Communication Planner (Admin)
- Communication Planner (Standard)
- Communication Planner (SMS Contact Only).
If the issue persists after reviewing the applicable settings, open a TargetX Support ticket and include the inbox name, the displayed sync status, and the sync date/time.