Symptom or Need

When your end users interact with the bot, they cannot see the "flow" type templates in their WhatsApp application.

Context / Scenarios

• Affected service: WhatsApp.
• Connection Environment: Operations that use messaging integration connectors (specifically WhatsApp Business, Cloud API or Gupshup).
• Components Involved: Automated flows (Bots), templates configured directly in META and routing systems (Routing / transfer_routing).
• Line status: This can occur in lines that are already in production, either with new templates or with those that previously worked correctly.

Answer / Solution

To manage this incident, we recommend performing the following checks on your settings and gathering the required information before contacting our service desk team:

Initial Validations

1. META Configuration: Check the corresponding template configuration directly in your META manager to verify if it has already been approved or if it has any active restrictions.
2. Token Status Validation: Check the status of your connection token, verifying that it does not have an expiration date in the Expiration field, and that its validation is True in the Valid field. (You can use Facebook's developer tools for support) https://developers.facebook.com/tools/debug/accesstoken/ .
3. Debug the system and check the bot's response at the exact point in the flow where the failure originates.
4. Identifying the error path: If the line is already in production, validate how to reach the exact part of the flow where the failure occurs. This information will be vital for our service desk team to replicate the error.
5. Synchronize the templates in the system from Manager Settings > Omni Channel tab > Whatsapp > Select the Edit option for the required connector.

Once in the connector, select the Configure Templates option.

Once the list of templates is open, use the Sync Templates option.

6. Access the routing and check if the WhatsApp mobile component is present. It is at the beginning of the flow. Keep in mind that, if it is located at the beginning, the service may experience delays due to the initial database consumption.

7. Note that if the flow comes from a transfer_routing , the correct functioning of the template may be affected, since this functionality is not designed to send templates as the first message.

Information to be collected for escalation to the service desk

If the above validations are correct but the problem persists, please create a ticket or contact the service desk, taking into account the following information:

1. Name of the operation.
2. Number of agents affected.
3. ID and connector number.
4. Type of connector used (Business, API Cloud or Gupshup).
5. Indicate whether the template is new or if it was already in use.
6. Attach the evidence of the tests performed in which the failure occurs.
7. It provides detailed information on how to get to the part of the flow where the new feature is presented and on the validations and/or configurations previously performed.

Escalation

If the problem persists after these checks, please send us a report with the collected information. Our technical team will perform in-depth checks to provide you with a permanent solution.
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