Symptom / Need

The client reports a failure when interacting with the chatbot, since, when the Reply Chat component configured with an advanced template is activated, the system sends a completely blank message to the end user or, failing that, the component does not generate any type of response or interaction.

Context / Scenarios

This situation arises within digital routing flows when attempting to automate outgoing messaging using the Reply Chat component associated with templates with advanced formats or variables.

Answer / Solution

Minimum information required

To properly document the ticket and allow for effective analysis, please validate the following information:

1. Name of the affected operation.
2. Name and ID of the connector that presents the new feature.
3. Routing Point (logical flow) to which said connector points.
4. Specific component where the failure is evident.
5. Specify whether it is a new or old template.

Initial Validations and Troubleshooting

Before determining an internal failure or escalating the case, perform the following technical troubleshooting steps:

1. Validate Manager version: Identify which version of Wolkvox Manager is currently being used for configuration.
2. Check with the previous version of wolkvox Manager: Try editing and saving the flow using an older version of the wolkvox Manager application to verify if the behavior persists.
3. Analysis with Debug: Performs a debugging process simultaneously with sending the test message in order to capture and detect the exact technical response issued by the component.
4. Isolation validations: Generates specific tests and validations within the test modules.

Perform pre-test submissions with the template in a test environment or connector before releasing the chat flow to production for end users.

5. Saving and compilation: Saves the changes directly to the component and recompiles the Routing flow to ensure correct data synchronization.

Always make sure to click "Save to component" and then "Compile" whenever you make structural changes or add new variables to advanced templates in the Routing flow.

6. Update audit: Preventively check if any recent updates have been applied to the server that may be associated with the new issue.

Escalation

If after applying all initial and debug validations the component continues to not process the advanced template or sends blank messages, the case should be escalated immediately to Level 3 (Digital Team).

Possible Causes

Sending empty messages or the component not responding may be due to:

• Failure to save or successfully compile the flow after modifying the template in the component.
• Reading incompatibilities of the advanced template variables in the current version of the Wolkvox Manager application.