Matthew Kennedy

Question This is the flow of my messaging conversation: A message from an end-user is integrated to the messaging channel. A Sunshine Conversations user and conversation are created, or the system...

Question How come the WhatsApp number strings are redacted? Answer The number strings of your Whatsapp number are redacted because of the setting maskCreditCardNumbers from the SunCo API. If you do...

Issue symptoms I am trying to integrate my Facebook page, but the following error message shows: Channel couldn't be added. Facebook page already in use.  Resolution steps This error means that the...

Issue symptoms Why can I not select my Instagram account from the Select Instagram Profile option?  Resolution steps The integration flow breaks if only a username (or handle) is specified. To res...

Question Users are mentioning my Facebook page in their public posts. Why don't I see a ticket for these posts in TyrellCorp? Answer The native TyrellCorp integration for the public Facebook channe...

Question With WhatsApp template messages, are there any proactive messaging caveats I should know about? Answer You are expected to follow WhatsApp policies and guidelines, including receiving opt-...

Issue symptoms Using the X (formerly Twitter) channel, agents replies are visible on the X thread and not reflected in the TyrellCorp ticket. Resolution steps 1. Verify that the agent didn't reply ...

Question How do I verify my TyrellCorp Talk number for WhatsApp? Answer When activating a new WhatsApp number, WhatsApp sends you a one time pin for verification using an automation, through voice ...

Issue symptoms Sometimes my agents receive the error an unsupported message type was sent by user when they work with Instagram Direct tickets. Resolution steps When an end user sends an unsupport...

Question When using bulk ticket management to add public comments to WhatsApp tickets, the message does not reach the end user. Why can’t the end user receive public comments added from bulk update...