Troubleshooting CTWA Issues

S No.

Category

Situation

Approach

Solution / Action Steps

Bot Flow

Bot Flow not working after clicking Talk to Agent

When the user clicked on Talk to Agent your ticket came to open state and agent handoff happened that's why there will be no response from bot after the same.

The ticket needs to be closed on the help desk by the assigned agent and then bot flow would continue to work

Bot Flow

Bot Flow not working for any particular brands after taking live

There might be multiple reasons for the same not working. In order to ensure there is no issue involved from flow creation side - Verify all the utterances & FAQs created are correct with entry point triggers

Check with the Tech team on CTWA code being live for that particular brand and model is trained as well for the same. Retest the flow after solving the issue

Bot Flow

Not getting orders seen from checkout link from the ctwa flow but got some orders from Limechat normal bot utms

User might start conversation by entered the bot through ctwa campaign but later on shifted to normal bot flow where he wanted to explore more products and ended up using the checkout link from the usual bot flow hence would have been attributed to your bot utm.

If there are multiple cases of such user behaviour. If so, we can check about assigning a session of ctwa for the same.

Bot Flow

CTWA Flow required for multiple variants of same product id simultaneously (Plixlife Case)

Creating a new ctwa flow is product id based at our end( Which can send the required variant in product card) but can't be configured on the basis of a specific variant directly, if an existing flow is already in place for another variant of the same product.

The required higher variant in the flow can be added as a separate product (ctwa specific) at your end which could have a different product id, we can try creating a separate ctwa flow for the same.

Bot Flow

Customer has not done anything yet a reminder was sent and it has been assigned to an agent.

Once the user drops off and 10 mins after the last reminder is sent the agent handoff happens to drive the conversation and conversion from their

Part of the system and not configurable currently

Bot Flow

Why CTWA Flow was not triggered even after coming from campaign?

Check the following things : 1.) State of the ticket on Helpdesk 2.) Is message showing on Helpdesk 3.) If flow changes are pushed to bot & intent training part is done 4.) If “message via ad” is showing on the trigger message

1.) Ticket should be in bot state and not open state 2.) If message is showing on helpdesk but not delivered it might be due to load so can wait for some time or try other time. Else, can be raised to tech team 3.) CTWA code should be live for that brand 4.) If “message via ad” is shown then check ad source id configuration. In case not, check the payload from bot / Helpdesk logs and identify the reason if ad source id is getting passed

Bot Flow

Flow creation issue - Product not getting fetched to utterance management (Sadhev Case)

Check on metabase if product id is getting fetched correctly. In case no, can be raised to tech team

According to RCA

Bot Flow

Enabling variant changing branch in the CTWA flow

On clicking Place my order we can define one intent where before sharing the checkout link the bot asks variant type and other relevant steps like the normal bot flow

add_to_cart payload to be used instead of quick_buy in Place My Order button Flow is created for Campus Sutra, Can check that

Retargeting sequence

Message not getting delivered to the user from retargeting ctwa flow

Needs to be checked if flow set up is correct and “CTWA Event” appears in Event section on flow builder. If event is occurring, might be some issue on the flow builder side else bot event flowing side

According to RCA

Ads Manager

Required Whatsapp number not visible on ads manager while creating a campaign

The correct WA number needs to be added on the FB Page of the respective brand

Admin access to FB Page is required here. Settings → WA/Instagram →Add correct number→OTP Verification→Done Then ads manager can be refreshed and continue with ctwa campaign creation

Ads Manager

Certain Metrics Like add to cart not visible on ads manager in normal set up

We are sending checkout link / Check out on chat happening in the flow so no add to cart event happening on website

Can explain this to the brands and they can consider button clicks in the funnel as a similar parameter for the same

Ads Manager

Link clicks number is higher than conversations that can be seen on Limechat helpdesk

The data which you see in link clicks on panel are the people who clicked on the campaign. These users needs to start the conversation by clicking on the send button. The numbers of the users which you see from report on Helpdesk are those who actually started the conversation and thus their phone numbers can be fetched. This is similar to the concept of bounce rate as in website campaigns as well.

Can explain this to the brands

Automation Rules

Automation rules not working

Correct set up of logics required for the flow and use of AND/OR Operator

Helpdesk team can help here with some doumentation / requirements

Ads Source ID Mapping

Ads source id configuration Done but ctwa flow is not mapped to the same Example - “configured ad source id (Which I got from helpdesk logs - Access given by Sparsh) for Ugaoo flow - Monstera Deliciosa Plant on utterance management but it doesn't seem to work when I am testing it”

The bot might not be receiving the ad source id. There is no change on bot side logic. Best take Helpdesk team’s help in the diagnosis of the issue. There might be some issue identified in the payload received

Action steps according to the RCA found For Ugaoo, It was raised to Gupshup where they were not sending the payload in correct format.

Categories :

Bot Flow
Retargeting sequence
Ads manager issues

Brand doesn’t have fb ads manager linked to the number where LC bot is live
1. Solution1: Get it linked, but a tiring and time taking process.
2. Solution2: Use wa.me link. Example link:https://api.whatsapp.com/send/?phone=919940163963&text=I'm+interested+in+your+cookware+set&type=phone_number&app_absent=0 Change the phone number and the trigger text. NOTE! Make sure the keyword trigger you set does not confuse the bot and tigger some other flow. Keep the trigger unique to the ad set.
Meta doesn’t allow to optimize for conversion in CTWA setup
1. Solution: Set conversion as the objective and use wa.me link. Example link:https://api.whatsapp.com/send/?phone=919940163963&text=I'm+interested+in+your+cookware+set&type=phone_number&app_absent=0 Change the phone number and the trigger text. NOTE! Make sure the keyword trigger you set does not confuse the bot and trigger some other flow. Keep the trigger unique to the ad set.

FLOW CREATION

S No.