Symptom / Need

Messages are not being received via WhatsApp, which affects communication with customers.

Context / Scenarios

The new feature presented can occur both in "incoming chats" and in "outgoing chats" messages. It is necessary to perform discards to identify possible errors and solve them.

Answer (Solution/Recommendation)

To detect the source of the problem, follow these steps:

1. Test by Debug

• Check if the failure is due to an incorrect configuration in Routing.

2. Check the status of the WhatsApp line

• Confirm whether the line is active or inactive.

3. Validate the status of the TOKEN

• Make sure the token is current, synchronized, and has the necessary permissions.
• Use the Facebook portal to validate the token: Debug Access Token .
• Verify that the token has the following permissions:
  • catalog_management
  • business_management
  • whatsapp_business_management
  • whatsapp_business_messaging

4. Procedure to enable permissions

If you do not have the necessary permissions, follow these steps:

• Login: Access Meta Business with your credentials.
• Account Settings: Go to Settings and locate the section related to Tokens, API, or Authentication.
• Create a new token: Look for the option to generate a new authentication token.
• Configure Permissions: Specify the required permissions, limiting them for added security.
• Generate the token: Follow the instructions to create it.
• Save Token: Stores the token securely as it can be displayed only once.
• Using token: Use the token to authenticate yourself according to the platform instructions.
• Revoke or regenerate: If necessary, revoke or generate a new token.

5. Perform additional tests

• Sends a message from an Operation Test Agent or from another line to rule out faults on the receiving line.

6. Review reports

Use reporting tools to identify potential errors:

• Go to Reports > Diagram Reports > option 9 - CDR Routing interactions and chatbots .
• Find the chat ID and review the communication path to detect where the failure occurs.

7. Identify the cause

If all the above steps do not resolve the problem, identify the possible source of the fault and proceed with the corresponding intervention.