If you're having issues with certain users not being able to access all parts of the SMS for Zoho CRM integration, here are some steps you can follow.
Update to the latest version.
Some permission issues may be solved if you update to a newer version.
A. Click on the marketplace icon at the top of your screen
B. Click on Updates
C. If there is an update available for SMS for Zoho CRM, click update.
Problem: no user can see the Smooth Messenger related list
If no-one can see the Smooth Messenger view, it means the related list may have been hidden. Watch the below video for guidance.
Problem: some user profiles can't access any aspects of the Smooth Messenger integration
Possible Cause: extension permissions not granted
1. Open the extension details (Setup > Marketplace > Installed > SMS for Zoho CRM > Details)
2. Click on Change Permission
3. Click on Manage Profile and then adjust the profiles as needed.
Problem: users can't see Smooth Inbox or Smooth Messages modules
Solution: Check Module organization and Tab Groups
A. Go to Zoho CRM Settings > Modules and Fields
B. Click on Organize Modules
C. Search for the modules starting with “Smooth”
D. Enable all of the modules
E. Save.
All of the Smooth modules must be enabled for the extension to work.
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:
1. Go to Zoho CRM Settings > Modules and Fields > Tab Groups
2. Create a new Tab Group with an appropriate name
3. Decide which modules to include (you could exclude the Smooth Modules from this tab group)
4. Choose which users should have permission to access the tab group
5. Save
Problem: user does not have access to view or edit templates
Cause: user profile has restricted access
The likely cause of this is that the user profile has restricted access to some modules. Check module permissions in their profile. They need to have view access to the Smooth modules at a minimum if they are going to use the integration.
Cause: data sharing permissions locked down
Another explanation could be that data sharing settings are locked down. If the module is set to Private, the user will only be able to access templates that they created themselves.
Problem: Users still don't have access after the above steps
Possible solution: Check module permissions
1. Open module permissions for each of the Smooth Modules (Setup > Customization > Modules and Fields > click three dots next to the module > Module Permission)
2. Add any missing profiles to the list
Possible solution: Check field permissions
It's possible that certain profiles don't have access to all the fields in the module.
1. Open the field list for Smooth SMS Templates (Setup > Customization > Modules and Fields > three dots next to Smooth SMS Templates > Fields)
2. Check the field permissions for the profiles that can't properly use the extension. If any of the fields are set to Read Only or Don't Show, this could cause problems.
If you are trying to hide some of the fields, please watch the below video for an approach that won't impact functionality.
Possible solution: Check button permissions
If your users are not able to view the Send Smooth Message button (or any of the other buttons), check the button permissions for the relevant module.
1. Open the module where you expect the button to appear (e.g. Leads) and go to the permissions for that button.
2. Grant access to the relevant profiles
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