Chat Transcripts
This guide explains how to access Transcripts and troubleshoot common message-related issues for WhatsApp and Instagram conversations.
Overview
Transcripts store the complete conversation history between customers and agents, including message status, timestamps, and delivery failures.
Channels Covered
Video Tutorial
Watch Training: https://vimeo.com/842512222/b7a6859aac
Common Issues & Solutions
Why is Failed written under certain messages
- Meaning: The red "Failed to send" status indicates that the message was not delivered to the customer.
- Possible Reasons: The customer is outside the 24-hour WhatsApp session window, the template is not approved or incorrectly used, temporary API or network issues, or platform-specific restrictions (WhatsApp/Instagram).
- Action Steps: Perform basic checks such as verifying the session window and template approval. Note the specific timestamp and customer number, then escalate to L2 Support to check the message delivery logs.
Can’t find the Transcripts section on the Dashboard
- Explanation: The Transcripts section has been moved from the main dashboard sidebar.
- Current Location: Navigate to Agent Support and open Transcripts from within that module. This change applies to both WhatsApp and Instagram conversation logs.
Best Practice
Always verify the message timestamp, channel (WhatsApp/Instagram), and delivery status before escalating transcript-related issues.
Escalation Checklist
When raising an issue to L2 or tech team, include:
- Client Name / Org ID
- Customer Number
- Message Timestamp
- Screenshot of “Failed” status