Symptom or Need

The client reports that the "flow" template is not displaying correctly in the end user's 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, you must document the ticket and perform the following validations:

Minimum information to be collected

1. Confirm the name of the operation.
2. Confirm the number of agents affected.
3. Review and document the connector type (Business, API Cloud or Gupshup).
4. Check if the template is new or if it was already in use.
5. Identify the ID and number of the connector.

Initial Validations

1. If the line is already in production, ask the customer for detailed information on how to get to the exact part of the flow where the new feature is located.
2. Conduct a test chat to verify and demonstrate the reported failure.
3. Debug the system and check the bot's response at the exact point in the flow where the failure originates.
4. Ask the client to review the corresponding template settings directly in META, to verify if it is already approved or if it has any restrictions.
5. Check the token status, verifying that it does not have an expiration date ( Expiration field) and that the token validation is True (Valid field) https://developers.facebook.com/tools/debug/accesstoken/ .
6. 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.

7. Access the routing and check if the WhatsApp mobile component 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.
8. If the flow originates from a transfer_routing , note that this functionality is not designed to send templates as the first message, which may affect its proper functioning.

Escalation

• If the problem persists after these validations, escalate the issue to Level 3 - Digital Team , for review and resolution. Remember to document all evidence and validations performed.