Common FAQs
Campaigns & Templates
Campaign shows “Success” but messages are not delivered. Why?
This usually happens due to template issues, frequency capping, user unsubscribed, WhatsApp not installed on the number, or BSP issues. Always test the template manually first.
How do I check whether a WhatsApp template is approved?
Check template status on 360/Gupshup. If approved there but not on BOB, mark it manually as Approved in the internal dashboard.
Why am I getting “Outside 24-hour window” error?
Free-form messages can be sent only within 24 hours of customer’s last message. After that, an approved template must be sent to reopen the session.
Why are templates stuck in Draft or Pending state?
This happens due to Meta guideline violations or incomplete sample variables. Cross-check Meta template rules and resubmit if required.
Why are some messages marked as “Failed” in transcripts?
“Failed” means the customer did not receive the message. Reasons include unsubscribed user, frequency capping, template failure, or BSP issues.
Why can’t I send templates from Agent Chat?
Templates must be approved and the user must be eligible. Also ensure the correct category (Utility vs Marketing) is selected.
Can I send images or videos in campaigns?
Yes, provided the media follows Meta specifications and the template supports a media header.
Getting "Error while saving the campaign data" during Excel upload. What to do?
This is caused by a large file size or high customer count. There is no fixed limit, but large files can fail. Split the customer data into two separate Excel files and upload them one at a time — this resolves the issue in most cases.
Template rejected even though the content looks correct. Why?
One common reason is exceeding Meta's template limit. Meta Platforms has a cap on the total number of templates a brand can create in Facebook Business Manager (FBM). Once this limit is reached, any new template submission gets rejected automatically — regardless of whether the content follows Meta's guidelines.
What to do:
- Ask the client to go to Facebook Business Manager and delete unused or old templates directly from there.
- Deleting templates only from our dashboard is not sufficient — they must be removed from FBM as well.
- Once old templates are deleted from FBM, ask the client to retry creating the new template.
WhatsApp Chats & Agent Support
Unable to send messages to customer. What should I check?
Check if the customer is within the 24-hour window, payment dues are clear, and international messaging is enabled (if applicable).
Why can’t I see chats in Waiting window?
If a chat remains unaccepted for 6 hours, it moves from Waiting to Missed window automatically.
Why did a chat move from Active to Missed?
If an active chat is unattended for more than 6 hours, it moves to Missed window automatically.
Why are chats being auto-assigned to agents?
Auto-Assign is enabled. Check Settings > Helpdesk > Auto-Assign and disable if needed.
Why can only one agent see the active chat?
Only the agent/admin who accepts the visitor can see the active chat.
Why is Queued section not visible?
Queued section is visible only for Admin logins.
Bot Not Responding / Flow Issues
Bot is not responding to messages. What to check first?
Check if bot is enabled, BSP APIs are active, user is not in Agent Chat, and no API downtime is reported.
Welcome message not sent when user types "Hi"
If the user is in Agent Chat, bot won’t respond. Ask user to type “#” to exit Agent Chat.
Flows are not triggering properly
Check trigger phrases, spacing in button text, duplicate flows with same triggers, and whether the user is in Agent Chat.
Flow stops after 3–4 questions
Ensure all buttons have flows attached and templates are set to “Handle by flow”.
Multiple flows active but only one visible
This is a known bug. Raise a CRB to tech team.
How do I set up a Reorder – Smart Automation for individual products?
Follow the steps below to configure a product-specific Reorder automation:
- Create a generic WhatsApp template with one body variable.
- Go to Smart Automation and create a new automation.
- Select the trigger event as: Notifications > Order Delivery > Order Delivered.
- Under Target Audience, configure:
- If customers
- Placed Orders with
- Products
- Contains
- Select the specific product
- Insert the approved template and map the body variable to: Common > Product Name.
- Repeat the same process for other products by creating separate automations per product.
Orders, Payments & Checkout
Payment successful but order not created
Check Shopify/WooCommerce. If order not created, raise CRB. If created, check order confirmation notification settings.
Payment link not getting generated
Check if payment gateway is authorized under Settings > Integrations. If authorized and still failing, raise CRB.
Fast Checkout charged even when not enabled
Check dashboard configuration. If disabled but charged, escalate to Accounts team.
Why are abandoned cart notifications not sent?
Check template status, frequency capping, unsubscribed users, DND hours, and WhatsApp availability.
Checkout links not coming today
If using Razorpay, ensure payment authorization is completed under Integrations.
Agent gets "Oops… An unexpected error has occurred" when sending a payment link
The system requires a valid customer email to send payment links. Follow these steps:
- Check if the customer's email address is present in the contact or conversation.
- Ensure the email is in a valid format (e.g., name@example.com).
- If missing or invalid — ask the customer for their email, update the contact details, then retry sending the payment link.
Catalog & Product Issues
Catalog price or image not updated
Perform catalog sync and wait 1 hour. If issue persists, raise CRB.
Products missing from catalog
Check Commerce Flow sheet, catalog sync status, and FBM product rejections.
Products showing errors in catalog
Ignore title errors. Fix image, price, or product link issues in Shopify and sync again.
Payments, Billing & Dashboard Access
Dashboard blocked due to payment
Confirm payment with Accounts. Extend dashboard access via internal dashboard if approved.
International conversation charges explanation
Marketing: ₹0.88 / message. Utility: ₹0.38 / message. Charges vary based on client proposal.
Unable to access dashboard
Ask client to hard refresh, try incognito. If issue persists, raise a bug with recording.
How to download invoices?
Go to Settings > Payments > Pay Now > Download PDF.
General & Escalations
When should I raise a CRB?
Raise CRB only after completing basic checks like refresh, incognito, template test, and configuration verification.
When should I raise a CFR?
Raise CFR for feature changes, configuration requests, or internal enablement requests.
When should I escalate to L2?
Escalate when logs are required, BSP errors appear, or Meta-related issues occur.