Symptom or Need

The customer reports that when trying to open the WhatsApp connector settings, the system generates an on-screen error and does not allow them to modify the connector.

Context / Scenarios

• Affected service : Wolkvox Manager Web.
• Environments Involved: The incident occurs through the user's web browser when attempting to manage channel settings ( specifically WhatsApp connectors ).

Answer / Solution

To manage this incident, you must document the ticket and perform the following diagnostic process:

Minimum information to be collected

1. Name of the affected operation.
2. Server hosting the operation that is affected.
3. Check with the client if preventive maintenance has been performed on the browser.
4. Percentage of impact: Confirms the number of positions or users affected by this error.

Initial Validations

Continue with this step-by-step process to diagnose and isolate the fault before escalating the case:

1. Replica from Wolkvox: Check if the new feature is present by accessing the platform from an internal device (owned by Wolkvox).
2. Browser test: Ask the user to check if the issue occurs by trying to access the site from a different browser on the same affected computer.
3. Browser maintenance: Confirms that the user has performed basic browser maintenance ( clearing cache and cookies ) and validates that they have the latest update installed.
4. Network review: Guide the customer to validate that the affected equipment meets the minimum connectivity required in the Network Requirements of the Wolkvox Technical Requirements Reference Document .
5. URL Permissions: Verify that the browser has the necessary permissions enabled to correctly access the Wolkvox Manager Web URL.
6. Local security validation: Checks permissions and rules out possible blocks in the Windows Firewall of the affected user's computer.
7. Server status: Check internally if there were any recent server updates that might be causing the conflict.

Temporary Solution / Alternative

If during the reviews it is found that the failure occurs in wolkvox Manager Web but not in the wolkvox Manager Desktop environment, recommend that the user make the modifications to the WhatsApp connector from the desktop environment as a temporary alternative.

Escalation

If, after performing all validations and maintenance, the failure persists in all environments, escalate the case to the CORE team, who are ultimately responsible for applying the technical solution to this error.