Why isn't the reply component rendering my messages?

If the reply component in Salesforce isn't rendering messages, you can check several setup configurations.

Does the logged-in reply component user have access to the brand profile in Sprout?
Check the user's profile permissions from Settings > Roles & Team Members > Edit User. Ensure Service Cloud users have Full Publishing access to the appropriate social profiles

Is the logged-in reply component user in multiple groups in native Sprout?
It's best practice to have a single group in Sprout that has all the brand profiles that will be sending messages to Salesforce. All Salesforce reply component users should have access to this group to ensure a smooth experience rendering the reply component.

Still having trouble identifying the issue?
Reach out to Sprout Social Support for assistance.

Iframe Troubleshooting FAQs

Why is the iframe not rendering?

If you are encountering issues with the iframe rendering, follow the steps below to troubleshoot:

  1. Confirm that you have completed all of the steps in the Sprout Setup. In Salesforce navigate to App Launcher > Sprout Social Setup
  1. Confirm there is an inbound message on the case. The iframe renders based off of the latest inbound message. If there is no inbound message, there will be an error message.
  2. Confirm your logged in user can view the message when logged in natively in Sprout

Note: Group switching does not work in the iframe so if you have to switch groups natively in Sprout you may need to adjust your profile access settings to enable the agent in Service Cloud to access all of the profiles they may be responding to.

  1. Check whether you are in Incognito mode. The iframe won’t work in incognito unless you enable cookie tracking in your browser.

If you have validated all of the above and are still encountering issues, reach out to your Technical Services Consultant or the Sprout Support Team.

How do I find other messages on the case?

The iframe renders the most recent inbound message on the case. If there are previous messages on the case that are not viewable on the initial render of the reply view, click to History to see chronological message history to navigate to the previous messages.

Why am I seeing a URI error message in the iframe?

The iframe renders based on key data fields that are listed in the implementation guide. If these fields are missing or have unrecognized data, the iframe will be unable to render. 

To mitigate this issue, check the field mapping in the implementation guide for the Social Post and Social Persona records to confirm the fields are populating and in the listed sample format.

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