Symptom / Need

When typing to the WhatsApp connector, it does not provide any response or interaction on the screen.

Context / Scenarios

This problem occurs directly when trying to start a conversation with the WhatsApp bot configured on the platform.

Answer / Solution

Minimum Information Required

To address this issue, the following information should be considered:

• Name of the operation and ID of the affected connector .
• Routing to where the connector points.
• Access to Meta Business (in the case of a Cloud API Connector).

Initial Validations and Troubleshooting

To restore the bot's functionality, perform the following series of technical troubleshooting steps sequentially:

Step 1: Flow and Routing Diagnosis

1. Generate an inbound chat to the connector that is malfunctioning.
2. Perform a debug or debugging operation on the Routing Chat associated with that connector.
3. Carefully review the response provided by the Routing Chat to confirm that the routing logic is working correctly. This can be done by checking the Debug Log (verifying whether the interaction actually occurred). Remember that the Debug Log is located at the bottom of the Routing Chat.

Step 2: Security and Connection Validation

1. Proceed to validate the Token of the affected connector.
2. If you are using a Cloud API connector, log in to the Meta Business console and check the following three checkpoints:

• Verify the registered payment method.
• Check the portal notifications for account lock alerts.
• Confirm in your Meta account that the connection to developer mode is active and working without errors.

Escalation

If, after verifying the Routing Chat, validating the token, and certifying the account status in Meta Business, the WhatsApp bot still doesn't respond, escalate the case to the Wolkvox service desk. To document the ticket and manage the case, the support analyst will request the minimum required information and evidence of the validation and troubleshooting, and if necessary, escalate it to Level 3 Digital Team.