Instant Messaging Preferences and Troubleshooting

Instant Messaging preferences control supported behavior around the messaging experience, while troubleshooting helps identify connection or delivery problems.

Review preferences

Check available messaging preferences when expected behavior differs from the intended workflow.

Incoming message problems

Verify:

• the integration is enabled
• provider credentials are valid
• the connected account is correct
• provider-side configuration is active
• the sender is using the expected channel

Outgoing message problems

Verify that the integration can send, that the destination is valid, and that the provider has not rejected or limited the message.

Canned message issues

If reusable messages are missing, confirm they are configured and available for the intended messaging context.

Controlled testing

Use a known test account to verify both inbound and outbound messaging.

Good practices

Capture provider error details before changing configuration. Avoid rotating credentials or reconnecting accounts unless the evidence points to an authentication problem.