Resolving Common Engage Errors

Can't see a room that you created

If you can’t see the room in the Advisor Center, you’ll need to add your user via the Salesforce Engage Rooms tab:

1. Navigate to the Engage Rooms tab.
2. Click the Engage Room Name where you want to add the new advisor.
3. In the Engage Room Authorizations section, click on New Engage Room Authorization.
4. The Engage Room will default.
5. Select the appropriate User and check the Enabled checkbox.
6. Save your changes.

'Error Getting Meetings' message in Engage

Issue: The 'Error Getting Meetings' error, which displays an associated Console error of 'Visualforce Remoting Exception: TargetX_Engage: Too many SOQL queries' is typically the result of too many Advisors assigned to the Engage room; usually 60+.

Resolution: Remove Advisors from the Engage room so that the total assigned advisors is less than 60.

Advisors aren't displaying in Engage

Ensure that your Advisors have the appropriate Permission Set:

1. Navigate to Setup and search for Permission Sets.
2. Click on the Permission Set Name for TX Engage Advisor.
3. Click on Manage Assignments.
4. Click on Add Assignments.
5. Select the appropriate users who should appear as Advisors in Engage.
6. Click Assign.

1-1 appointment with a student disappears from your Calendar in Engage

The syncing of the Engage Calendar is meant to ensure that Advisors do not pick up a drop-in student and/or so they know when to end a drop-in appointment because they have a previously scheduled appointment coming up.

Error of 'There was an error with your SMS account provisioning. Please contact us.'

Open a support case to have SMS configured for Engage.

For details on viewing Console errors, see Troubleshooting using Console Mode.