Support Tickets - Twillo/Nexmo

Twillo/Nexmo

Live Chat 07.10.2015 745 Support Status: Closed Solution: Yes banta67


Hello,

Great product!  Just one issue so far.  I am trying to get the sms to send a notification to my phone when help chat is requested.  I signed up for both Twillo and Nexmo and input my info into both the settings and user sections but, I still cannot get a text message when a user comes online.

I set my hours of availablilty to be 01:00 to 19:59 ( all day )

is there any additional things I must do or any additional settings I might have missed?  Does an operator have to be signed out in order to get a message?

Thanks in advance. I have a demo in a coulple hours, so that is why I set this ti high priority.


Replies (16)

  • avatar Jerome

    Hi,

    Thank you for opening a support ticket.

    Yes, you need to be logged out to receive a message, plus your phone number needs to be in the correct format.

    For example if you live in Switzerland the country code is:

    0041 or +41

    your country code in Live Chat should look like this:

    41

    You can also check on twilio or nexmo why the message has not been sent.

    07.10.2015 0
  • avatar banta67

    I can't seem to get that working. There are no logs in twillo or nexmo to view. I am just trying to find a way to get an alert to an operator who might not be near the computer when a chat comes through.

    I logged in on my mobile but, there is no audio alert on mobile when a call comes through.

    Really need to get this SMS working. an other thoughts? Does it have something to do with the button settings perhaps?

    Thanks again. Great quick support by the way!

    07.10.2015 0
  • avatar Jerome

    You need to be logged out with this account and the complete department, if another operator is online that serves the same department it won't send an SMS.

    To test please do following:

    • Setup either twilio or nexmo in the settings
    • Setup phone number and availability for the operator
    • Logout completely from the system
    • Now check if the chat still shows online (remeber all operators have to be logged out, for this test)
    • Should the client chat show offline, something with the time is wrong.
    • Should it show online login and check if you receive a notification.
    • Also check the twilio or nexmo logs for more information.

    Best regards
    Jérôme

    07.10.2015 0
  • avatar banta67
    Hello,
    I really appreciate you helping me through this. Unfortunately, I am still having no luck.
    Let me tell you the steps I took. Maybe I did something wrong.
    • Setup both a FREE twillo and nexmo account.
    • input my tokens and secrets and all that.
    • made sure the radio for the service I was testing was checked.
    • added the days and times to the users, along with the phone number
    • logged out of everything.
    • went to the chat on the page where I put the pop up code
    • sent a message.
    I do get an email saying a user wants to chat but, I never get a text message. Do you think it is because it is a free account? They seem to indicate that they give you some credits to test the accounts. There is nothing at all in the logs for messages in or out.
    I set my time GMT-5:00 Eastern Standard Time.
    The good news is that my demo of this system went well. Bad news is I need to get this text messaging sorted out.
    Thank so much for your help.
    08.10.2015 0
  • avatar Jerome

    You cannot use both, you either use one or the other service.

    When you use nexmo you only have the keys for nexmo in the input field. I would need screenshots what information you have entered, but I can guarantee you it works I have just tested the service with a fresh installation.

    08.10.2015 0
  • avatar banta67

    That is great. Yes, I am definatley only adding one service at a time.

    Here are my screen caps of the settings.

    If you need I will give you login info into my nexmo account also for testing.

    Thank You!!

    User Settings:

    *** link removed ***

    Admin Settings:

    *** link removed ***

    08.10.2015 0
  • avatar banta67

    Sorry, sent you the same link twice:

    This is the individual user setting image:

    *** link removed ***

    08.10.2015 0
  • avatar banta67

    Also, please set this thread to private at this time. wink

    08.10.2015 0
  • avatar Jerome

    There are no spaces in the back or front of the keys, phone number? Did you check your server log file? Seems to look alright.

    I have removed the link to keep the ticket public.

    08.10.2015 0
  • avatar banta67

    No Spaces. Thanks for seting this to private for me. Much info here

    My Log-In for my live chat backend.

    Nexmo Login.

    Let me know what you think! I don't know what to try.

    You're the best!

    08.10.2015 0
  • avatar banta67

    6995 nexmo code if your looking

    08.10.2015 0
  • avatar Jerome

    It could be your test number, please contact Nexmo or top up your account with 5 Dollars. I have no idea, live chat works for sure.

    It could also be your server but for that you need to check your server log files.

    08.10.2015 0
  • avatar banta67

    Other than that, everything looks like it is set up correctly?

    08.10.2015 0
  • avatar Jerome

    Yes, but as I sad it could be your test account or your server. The rest looks alright.

    08.10.2015 0
  • avatar banta67

    Problem solved!

    Incase you run into this again.

    Twillo Trial: You must not use the TEST SID and TOKEN, Not sure why they give you two sets but, the TEST set doesn't work.

    Nexmo: You must ensure you were assigned a number when you set up your account ( I was not and had to add one) You MUST top off your account by adding money. The test account doesn't work.

    Once I added some funds to my account, nexmo worked and was my choice of service because it is slightly less expensive to run.

    Thanks for your help. I have a couple questions but will address them in different thread.

    09.10.2015 0
  • avatar Jerome

    Thank you very much for the feedback.

    *** Ticket closed ***

    09.10.2015 0