RBM troubleshooting guide

Follow this guide to provide the necessary information to troubleshoot issues with RBM.

Unable to send RBM messages

Share as many of the following details as possible to enable faster troubleshooting:

  • Sample message IDs with timestamps
  • Partner ID (see screenshot)
  • Number of agents impacted
  • Agent IDs (comma separated)
  • Estimated number of messages impacted or potentially impacted
  • API methods that you're having issues with (for example: upload files, create agent to user message, create agent to user event, delete agent to user message, get capabilities, batch get)
  • Sample JSON payload of failed requests
  • For client issues: Client bug report

  • Error logs (errors seen in the terminal when calling the RBM APIs), including the error code and error message. For example:

    "error": {
"code": 403,
"message": "There was an error looking up the RBM agent (ID: my-test-agent@rbm.goog) that corresponds to the Google Cloud Platform (GCP) project you're authenticating with.",
"status": "PERMISSION_DENIED",
}

Latency in performing RBM actions

Remember to check the following first:

Question Recommendation
Is the latency <5s? If so, this falls within the acceptable range.
Has there been any regression in the latency? If so, when did it start? What was the typical latency before compared to now?
Are you using the file upload API? Try using file IDs instead of sending direct URLs. Processing new media URLs involves downloading, processing, thumbnails, abuse protection and virus protection – with the latter taking roughly 50% of time.
Have you uploaded the message media upfront? To speed up the processing, we recommend doing so with the following API call: https://developers.google.com/business-communications/rcs-business-messaging/reference/rest/v1/files/create
Have you run capability checks? To reduce latency in sending messages to users who aren't reachable through RCS, run capability checks first.

If the issue persists, please provide as many of the additional details as possible for faster troubleshooting:

  • Number of messages impacted
  • Source of latency (for example: upload files, create agent to user message, create agent to user event, delete agent to user message, get capabilities, batch get)
  • Service endpoint
  • Latency distribution (p50, p95, p99)
  • Latency change and timeframe
  • Partner ID
  • Affected agent IDs
  • Message IDs with timestamps
  • JSON payload

Not receiving events or messages at webhook

To ensure smooth message delivery, verify that all your partner account's agent webhooks are working correctly and can process messages from Google. All agents in a partner account share a single channel for incoming messages and events, so a malfunctioning webhook can disrupt deliveries for all agents.

If the issue persists, share the following details to enable faster troubleshooting:

  • When did the issue start? Were you receiving messages and events successfully before then?
  • Partner ID
  • Agent IDs
  • Webhook URL
  • Message IDs with timestamps

Examples of this issue include failure to load, showing a black screen, cropping, and suggested actions not showing up.

Share as many of the following details as possible to enable faster troubleshooting:

  • Message IDs with timestamps
  • JSON payload
  • Device steps to reproduce if known
  • Bug report from the device receiving the messages
  • Details about the device and messaging app version used
  • Screenshot or video recording of the issue

RBM messages sent as JSON or converted to SMS

Share as many of the following details as possible to enable faster troubleshooting:

  • Message IDs with timestamps
  • JSON payload
  • Device steps to reproduce if known
  • Bug report from the device receiving the messages
  • Details about the device and messaging app version used
  • Screenshot or video recording of the issue

Failure to generate P2A URL or QR code

Share as many of the following details as possible to enable faster troubleshooting:

Share as many of the following details as possible to enable faster troubleshooting:

  • Agent ID
  • Phone number
  • Steps to reproduce if known
  • Bug report (from the device where the link was opened)
  • Screenshot or video recording of the issue

Unable to receive messages on an RCS-enabled device

Share as many of the following details as possible to enable faster troubleshooting:

  • Bug report from the device failing to receive the RBM messages
  • Phone number
  • Details about the device and OS
  • Messaging app version used
  • Steps to reproduce if known
  • Screenshot showing RCS status
  • Screenshot or video recording of the issue
  • Carrier name and country

Unable to add a tester

Follow the steps from Set up a test device.

If the issue persists, share the following details to enable faster troubleshooting:

  • Agent ID
  • Phone number
  • Carrier name and country

Test device doesn't receive tester invitation or messages

Follow the steps from Set up a test device.

If the issue still persists, share the following details to enable faster troubleshooting:

  • Agent ID
  • Phone number
  • Message ID with timestamp
  • Bug report within 5 mins of sending the test invite

Issues with capability checks

Share the following details to enable faster troubleshooting:

  • List of phone numbers with country codes enclosed in a CSV file
  • Agent IDs
  • Error logs
  • RCS status of the device

Missing information in billing events reports

Share the following details to enable faster troubleshooting:

  • Dates for which files are missing
  • Agent IDs

Carrier unable to approve agent launches

Report the issue from the RBM Administration Console (see screenshot).

For urgent launches, please provide:

  • Carrier name and country
  • Agent ID to be launched
  • Carrier's authorization for launch

Request to update agent details

Share the following details to enable faster updates:

  • Agent ID
  • Metadata details to be updated (for example: name, logo, banner, description, contact details, privacy policy link, or terms of service link)

Request to migrate agents to another partner account

Share the following details to enable faster updates:

  • List of agent IDs
  • Old partner ID
  • New partner ID