Zoho CRM | Troubleshoot permission issues

If some users are unable to access certain parts of the SMS for Zoho integration, try the troubleshooting steps below.

Update to the latest version

Some permission issues can be fixed by updating to the latest version of SMS for Zoho CRM. 

1. From the left-side navigation menu, click on the Marketplace icon.
2. Click on the Updates tab.
3. If there's an update for SMS for Zoho CRM, click on the Update button.

No user can see the SMS for Zoho CRM related list

If no users can see the SMS for Zoho CRM view, the related list may have been hidden.

Some user profiles can't access any aspects of the SMS for Zoho CRM integration

The user's extension permissions may not be granted.

1. From the left-side navigation, click on Marketplace.
2. Click on Installed.
3. Locate Sinch SMS for Zoho and click Details.
4. Next to the Permission label, click on Change Permission.
5. Click on the Manage Profile button.

6. Adjust the profiles as needed.

   

Users can't see Sinch Inbox or Sinch SMS modules

Check the module organisation and tab groups - all of the Sinch modules must be enabled for the extension to work.

1. From the left-side navigation, click on the ⚙️Setup icon.
2. Under the Customization section, click Modules and Fields.
3. Search for the modules starting with 'Sinch'.
4. Enable all of the modules using the toggle.

Hiding the modules for some users

If you wish to personalize the list of modules visible in your CRM, instead of deactivating the modules, you can create tab groups and choose which modules to include as well as which users should have permission to access the tab group.

User doesn't have access to view or edit templates

• Restricted user profile access: The user profile may have limited permissions for some modules. Check their profile settings and ensure they have at least View access to the Sinch modules to use the integration. To do this:

  1. From the Setup screen, click Profiles.
  2. Click into the Profile Name (e.g. Administrator, Standard).
  3. Check the permissions.

  

• Locked data sharing permissions: If a module is set to Private (Data Sharing Settings are locked down), the user will only be able to access templates they created themselves. To check this:
  1. From the Setup screen, click Roles and Sharing.
  2. Click the Data Sharing Settings tab.

  3. Check the permissions.

     

Users still don't have access

If users still don't have access after trying the above troubleshooting steps:

• Check module permissions:
  1. From the left-side navigation, click on the ⚙️Setup icon.
  2. Under the Customization section, click Modules and Fields.

  3. Click the ⋯ More Actions icon to each Sinch module and select Module Permission.

     

  4. Add any missing profiles to the list.

• Check field permissions: Some profiles may not have access to all fields in the module.

  1. From the left-side navigation, click on the ⚙️Setup icon.
  2. Under the Customization section, click Modules and Fields.
  3. Click the ⋯ More Actions icon to Sinch SMS Templates and select Fields.

  4. Click on the Field Permissions tab and review the permissions for the affected profiles. If any fields are set to Read Only or Don't Show, this may cause issues.

     

  If you need to hide fields, see the video below for a method that won't affect functionality.

• Check button permissions:
  1. Open the module where the button should appear e.g. Leads.
  2. Click on the Buttons tab.
  3. Hover over the button and click ⚙️ cog icon on the left.

  4. Click Set Permission and review the permissions for that button.

     

  5. Grant access to the relevant profiles.