Intermittent Error on Conversation Panel for Incoming SMS

What's happening?

Users intermittently receive an error message stating "Sorry, something unexpected happened. We’re looking into it." on the conversation panel when accepting incoming SMS conversations.

Reason:

The error occurs because the conversation thread was deleted by the time the agent accepted it. This typically happens when the customer immediately disconnects, causing the chat thread to be deleted. Additionally, the error can occur if one of the required tokens to connect to the chat service has expired, particularly if the agent's machine was inactive and the token was not auto-renewed.

Resolution:

• Ensure the agent's machine remains active to allow automatic renewal of tokens required for connecting to the chat service.
• If the error occurs, refresh the browser and reopen the same chat from the agent dashboard to reconnect successfully.