Symptom or Need

The client reports that they cannot view the new WhatsApp templates, previously created, within the Wolkvox Manager interface.

Context / Scenarios

• The client created new WhatsApp templates, but the synchronization is not reflected in Wolkvox Manager.
• During the synchronization process, the interface remains processing for a moment before finally displaying the error message: ' Could not synchronize templates '.
• Problems related to partner registration or association in the provider portal are evident (e.g., BSP Connector (Business Solution Provider)).
• The problem can also occur with Api Cloud.

Answer / Solution

Minimum information to be collected

Before starting the diagnosis, make sure to document:

1. Name of the affected operation .
2. Connector type used: Primarily BSP (Business Solution Provider) connectors, but could apply to direct Meta - Cloud API connectors.
3. ID of the connector used.
4. Evidence of the problem: Screenshots from Manager where the templates are not listed and screenshots from the Meta administrator where they do appear approved.
5. Request the Customer assigned to the client to correctly configure and sign/approve the connector so that the templates can be synchronized, in case the Partner registration is missing.

Validations to be performed

1. Connector Creation Verification: Validate with the client if the connector was ever in production and until when it worked correctly.
2. Verify the correct connector configuration with the assigned Customer . Access the BSP (Business Solution Provider) connector dashboard (usually the Enterprise portal or the connector's Partner portal) and locate the customer's connector to confirm that the partner is properly associated.
3. Manual Synchronization: Generates template synchronization directly in Wolkvox Manager.
4. Failure Environment: Check if the problem occurs in both wolkvox Manager Web and wolkvox Manager Desktop , or if it is exclusive to one of the environments.
5. Validation in META: Review the template configuration in the Meta Business Manager. Ensure the template status is explicitly "Approved" and not "Pending" or "Rejected".
6. Token Review: Verify that the access token is correct and has not expired. Accessing with a Facebook Meta for Business account (formerly Facebook for Business) .

7. If the template appears as rejected: Generate a new template from Meta using a different name, but with the same body text, and try to synchronize again.
8. Template Limit: Validates that the number of templates created does not exceed the maximum allowed limit of 500 templates.
9. Template name length: Verify that the names of the templates you are trying to synchronize are not excessively long. The maximum allowed limit is 200 characters . If the name exceeds this number of characters, instruct the client to rename the template for successful synchronization.
10. API Testing: Try directly consuming the sync and template listing APIs using code or tools like Postman to verify if the provider returns the information.
11. Server Status: Check if there were any recent updates to the wolkvox server that might be causing the problem.
12. Visibility Test: Create a test agent and validate whether the template is visible from the agent's interface.

Escalation

1. Level 2 (Support Leaders Team) Verify Wolkvox's partnership. This means confirming that the client has accepted Wolkvox as their Business Solution Provider (BSP) within their WhatsApp Business Account (WABA).
2. Escalate to Level 3 (Digital Team) : If the created templates are not syncing in Manager, the status in Meta is "Approved", and you have already performed tests replicating the failure.
3. Before escalating to Level 3 , make sure you have the API test answers (whether it failed or returned an empty list), as this is crucial for speeding up the Digital team's diagnosis.

Possible Causes

1. Lack of registration or acceptance of the partner (Wolkvox) in the BSP (Business Solution Provider) or Meta connector portal.
2. Invalid or expired access token.
3. Template in "Pending" or "Rejected" status in Meta.
4. The limit of 500 templates was exceeded.
5. Communication problems between the Meta/BSP API and Manager.
6. The template name is too long (it exceeds the set limit of 200 characters).