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Campaign Troubleshooting Guide

This guide explains how Campaigns work and how to troubleshoot common issues related to media uploads, data validation, testing, and campaign delivery.

Overview​

Campaigns allow brands to send bulk WhatsApp messages using approved templates and customer data sheets.

Video Tutorial​

Watch Training: https://vimeo.com/839505574/49e1334c60

Common Issues & Solutions​

Interface Errors (Unable to select options)​

  • Fix: Perform a hard refresh (Ctrl+Shift+R or Cmd+Shift+R).
  • Secondary Fix: Test the dashboard in incognito mode to rule out cache issues.
  • Verification: Verify the issue from your end using the brand's credentials.
  • Escalation: If unresolved, raise a bug to the tech team with a screen recording.

Media Upload Failures​

  • Check Specs: Ensure the image size is less than 5 MB and the format is JPEG or PNG.
  • Compression Fix: Download the media, send it to your own WhatsApp, download it again, and then try uploading that version to the dashboard.
  • Browser Fix: Perform a hard refresh or try in incognito mode.
  • Escalation: If the upload still fails, raise a bug with a screen recording of the error.

Data Sheet Validation Failures​

  • Header Check: Ensure the data sheet matches the sample file headers exactly.
  • Format: The file must be in Excel (.xlsx) format.
  • Refresh: Perform a hard refresh or try in incognito mode if the Validate button is unresponsive.
  • Escalation: Raise a bug with a screen recording and the data sheet attached.

Excel Upload Error — "Error while saving the campaign data"​

  • Cause: This error is typically triggered by a large file size or high customer count. There is no fixed file size limit, but large files may fail during upload.
  • Fix: Divide the customer data into two separate Excel files and upload them one at a time.
  • Note: As confirmed by the SaaS team, splitting the data into smaller files resolves this in most cases.

Test Failures and Delivery Issues​

  • Template Status: Verify that the campaign template is Approved by Meta.
  • Connection Trick: If a test message isn't reaching your phone, send a "Hi" to the brand's WhatsApp bot first to open the 24-hour session, then retry the test.
  • Global Failure: If a campaign is sent but failed for everyone, check if the account has a Meta violation or credit limit issue.
  • Escalation: If the test consistently fails, raise a bug with a screen recording.

Launch Campaign Failures​

  • Queue Check: Verify if another campaign is already running. Note that two campaigns cannot run simultaneously for the same brand.
  • Refresh: Perform a hard refresh or try in incognito mode.
  • Escalation: Raise a bug with a screen recording if the Launch button does not trigger the campaign.

Partial Delivery Failures​

  • Action: Check the template status for any sudden Flagged or Disabled alerts from Meta.
  • Escalation: Escalate to L2 Support to pull specific error logs for the customer numbers that failed.
Best Practice

Always test campaigns on your own number before launch to validate that the templates, media, and data headers are functioning correctly.

Escalation Checklist

When escalating issues to L2 or Tech, you must include:

  • Brand Name
  • Campaign Name
  • Template Name
  • Exact Timestamp
  • Sample Customer Numbers
  • Evidence: Screen Recording or Screenshots

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