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Agent & Live-chat Support

This guide helps agents and support teams resolve WhatsApp agent chat, assisted chats, and Instagram integration issues efficiently.

First Check

Before troubleshooting, always confirm:

  • The customer number
  • The last message timestamp
  • Whether the customer is within the 24-hour WhatsApp session window

WhatsApp Agent Chat​

Watch Training: https://vimeo.com/838995344/693f85843f

Common Issues & Solutions​

Unable to send messages​

  • Step 1: Ask for the customer’s contact number.

  • Step 2: Check if the customer is within the 24-hour session window (starts from the last message sent by the customer).

  • If NOT within 24 hours: Inform the client that once the 24-hour session expires, they must send a template message to restart the conversation. Once the customer responds, the window resets.

  • If WITHIN 24 hours: Try sending a message from the dashboard. If it fails, raise a CRB stating that messages cannot be sent despite an active session.

  • Special Case - International Numbers: If using Gupshup, international messaging may be disabled by default. Confirm if the client wants this enabled (mention additional charges). If approved, raise a ticket to Gupshup to whitelist countries.

Unable to chat with customer​

  • Check Waiting Window: If the customer is in the Waiting window, the agent must click Accept Visitor to move the chat to the Active window.
  • Note: Only the agent who accepts the visitor can see the chat in their Active window.
  • Payment Check: If a payment is due today, the dashboard may be temporarily paused.

How to set messages and reuse them in agent chat​

  • Setup: Go to Settings Panel, navigate to Interactive Tools, and configure List Messages, Quick Messages, or Video Messages.
  • Usage: Click the Plus (+) icon on the left side of the message bar in the chat window to select and send the saved message.

How to get customers to chat after 24 hours​

  • Solution: Send a template message named agent_inactivity. When the customer clicks the button in the template, the 24-hour session restarts.

All chats moved to Missed window instead of Waiting​

  • Reason: If a chat remains in Waiting without being accepted for 6 hours, it moves to Missed.
  • Escalation: If a chat moves to Missed within only 1 hour, raise a CRB.

When does chat move from Active to Missed​

  • Reason: This happens if an agent accepts a chat but leaves it unattended for more than 6 hours.
  • Escalation: If the chat moves to Missed before the 6-hour mark, raise a CRB.

Chats still visible in Missed window​

  • Expected Behavior: Chats should disappear from the Missed window after 72 hours.
  • Escalation: If chats remain visible after 72 hours, raise a CRB.

Old conversation continued instead of auto-resolved​

  • Explanation: If a customer never replied to an agent's previous message, the same conversation resumes whenever they eventually reply. There is no auto-resolution based purely on time gaps.

Edit a message in Transcript​

  • Status: Not possible. Messages that have already been sent cannot be edited.

Unable to see Queued section​

  • Reason: The Queued section is restricted and visible only for Admin logins.

Chats are automatically assigned to agents​

  • Reason: Auto-Assign is enabled. You can verify this under Settings > Helpdesk > Auto-Assign.

Assisted Chats​

Watch Training: https://vimeo.com/838995344/693f85843f

Common Issues & Solutions​

Unable to send messages / take over / send template​

  • Check Window: Confirm if the customer is within the 24-hour window. If not, send the agent_inactivity template.
  • Check Payment: Verify if a payment is due for the brand.
  • Template Check: Verify template approval status with the API partner. If approved but still failing, raise a ticket to the tech team.

How to attach video in chat​

  • Setup: Go to Settings > Helpdesk > Interactive Tools and add the video under Video Messages.
  • Usage: Open the customer chat, click the Video icon, and select the file to send.

Message not available​

  • Reason: Message reactions are currently restricted by Meta policies.

Message showing failed​

  • Action: Pass the details to L2 Support for a backend log check.

Payment link not getting generated​

  • Authorization: Check if the payment gateway is authorized under Settings > Integration Suite > Payment.
  • Action: If authorized but failing, try placing the order again. If it still fails, raise a CRB.

Error while adding customer address​

  • Status: This is a known bug. Raise a CRB for the engineering team.

Few products fail when sending to customer​

  • Check Image: Ensure the product image is not in WEBP format.
  • Check Catalog: Confirm the product exists in the bot catalog and appears in the Assisted Sales window. If all checks pass and it still fails, raise a CRB.

Instagram​

Common Questions​

How to integrate Instagram​

  • Process: Integration is handled through the Integration Suite. The business account must be linked to Facebook and approved for messaging access.

Instagram integration pricing and functionality​

  • Features: Allows for customer chat handling, assisted responses, and agent takeover.
  • Pricing: Costs depend on the API partner and message volume. Contact the sales or onboarding team for specific quotes.
Escalation Reminder

Always include the following while raising a CRB:

  • Client Name / Org ID
  • Customer Number
  • Timestamp of issue
  • Screen recording or screenshots

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