Symptom or Need

The client is reporting an issue with the WhatsApp component integrated into the Routing (IVR) flows. The component is not dispatching WhatsApp templates containing buttons with dynamic URLs to recipients.

There is also evidence of a problem with saving the URL in the corresponding variable (loss of persistence) in wolkvox Manager, since when the variable that feeds this data is parameterized, the system seems to process it; however, when closing and reopening wolkvox Manager Desktop, the information in the variable disappears and is not stored.

Context / Scenarios

This new feature directly impacts automation on the WhatsApp channel. The operational impact of this scenario is significant, as it restricts the ability to automatically send customized or dynamic links (such as payment gateways, surveys, or validations) through the IVR. Furthermore, the loss of data persistence generates constant administrative rework due to the deletion of the configuration established in Wolkvox Manager.

Important scenario condition: This failure occurs exclusively when the sending is attempted through the component within the IVR; if the same template is sent manually or through a campaign, the template is sent and arrives normally.

Answer / Solution

Initial Validations and Troubleshooting

To properly document the case, you must perform the following steps:

1. Validate the name of the affected operation.
2. Information about the affected Connector (Api Cloud or connectors other than Api Cloud).
3. RP (Routing Point to which the IVR points).
4. Connector type : It is essential that you verify what type of WhatsApp connector is being used in the component.
5. Isolation Test (Manual/Campaign) : Confirm and document whether the template with dynamic URL is sent correctly manually or by campaign to isolate the problem and confirm that the failure lies in the Routing flow.
6. Persistence test: Replicate the scenario by parameterizing the variable in Wolkvox Manager, close the application and reopen it to capture evidence that the information is being deleted.

Escalation

Once the initial tests have been performed and the connector type validated, the case should be escalated to Level 3 (Core Team) to correct the persistence error and review the component processing.

Possible Causes

The origin of this incident may be due to two technical factors:

• Connector type limitation: The variable is not enabled for sending templates with dynamic URLs due to the type of WhatsApp connector used in Routing, as this functionality is enabled exclusively for Api Cloud connectors.
• Validation routine failure: One of the internal routines responsible for validating IVR button templates with dynamic URLs is faulty. This caused an error when updating the database information, resulting in the loss of variable persistence.