# Troubleshooting CTWA Issues

| S No. | Category              | Situation                                                                                                                                                                                                                                                                                                   | Approach                                                                                                                                                                                                                                                                                                                                                                                                          | Solution / Action Steps                                                                                                                                                                                                                                                                                                                                                                                                                                                             |
| ----- | --------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| 1     | 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                                                                                                                                                                                                                                                                                                                                                                       |
| 2     | 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                                                                                                                                                                                                                                                                                                                       |
| 3     | 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.                                                                                                                                                                                                                                                                                                                                                             |
| 4     | Bot Flow              | <p>CTWA Flow required for multiple variants of same product id simultaneously<br><br>(Plixlife Case)<br></p>                                                                                                                                                                                                | 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.                                                                                                                                                                                                                                                                              |
| 5     | 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                                                                                                                                                                                                                                                                                                                                                                                                                                   |
| 6     | Bot Flow              | Why CTWA Flow was not triggered even after coming from campaign?                                                                                                                                                                                                                                            | <p>Check the following things :<br>1.) State of the ticket on Helpdesk<br>2.) Is message showing on Helpdesk<br>3.) If flow changes are pushed to bot & intent training part is done<br>4.) If “message via ad” is showing on the trigger message<br><br></p>                                                                                                                                                     | <p>1.) Ticket should be in bot state and not open state<br>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<br>3.) CTWA code should be live for that brand<br>4.) If “message via ad” is shown then check ad source id configuration.<br><br>In case not, check the payload from bot / Helpdesk logs and identify the reason if ad source id is getting passed<br></p> |
| 7     | Bot Flow              | <p>Flow creation issue - Product not getting fetched to utterance management<br>(Sadhev Case)<br></p>                                                                                                                                                                                                       | Check on metabase if product id is getting fetched correctly. In case no, can be raised to tech team                                                                                                                                                                                                                                                                                                              | According to RCA                                                                                                                                                                                                                                                                                                                                                                                                                                                                    |
| 8     | 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                                                                                                                                                                                                                                            | <p>add\_to\_cart payload to be used instead of quick\_buy in Place My Order button<br><br>Flow is created for Campus Sutra, Can check that<br><br><br></p>                                                                                                                                                                                                                                                                                                                          |
| 9     | 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                                                                                                                                                                                                                                                                                                                                                                                                                                                                    |
| 10    | 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                                                                                                                                                                                                                                                                                                                                    | <p>Admin access to FB Page is required here.<br>Settings → WA/Instagram →Add correct number→OTP Verification→Done<br><br>Then ads manager can be refreshed and continue with ctwa campaign creation<br></p>                                                                                                                                                                                                                                                                         |
| 11    | 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                                                                                                                                                                                                                                                                                                                                                                |
| 12    | 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                                                                                                                                                                                                                                                                                                                                                                                                                                                      |
| 13    | 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                                                                                                                                                                                                                                                                                                                                                                                                                   |
| 14    | Ads Source ID Mapping | <p>Ads source id configuration Done but ctwa flow is not mapped to the same<br><br>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”<br></p> | <p>The bot might not be receiving the ad source id.<br>There is no change on bot side logic. Best take Helpdesk team’s help in the diagnosis of the issue.<br><br>There might be some issue identified in the payload received<br></p>                                                                                                                                                                            | <p>Action steps according to the RCA found<br><br><br>For Ugaoo, It was raised to Gupshup where they were not sending the payload in correct format.<br></p>                                                                                                                                                                                                                                                                                                                        |

Categories :

* Bot Flow
* Retargeting sequence
* Ads manager issues

1. 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](http://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](https://api.whatsapp.com/send/?phone=919940163963\&text=I%27m+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.
2. Meta doesn’t allow to optimize for conversion in CTWA setup
   1. Solution: Set conversion as the objective and use [wa.me](http://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](https://api.whatsapp.com/send/?phone=919940163963\&text=I%27m+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. | Category | Situation                                                             | Approach                                                                                                                                             | Solution / Action Steps                                                                     |
| ----- | -------- | --------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- |
| 1     | Bot Flow | Clinikally wanted zecpe checkout to be added in place my order button | A new intent needs to trained with the system. Tech team to help do the same                                                                         | Reaching out to tech team for the same                                                      |
| 2     | Bot Flow | Adding card media                                                     | If you remove the image from ctwa\_card\_media, then default image of that product from our DB will go.                                              | Hosted image can be used in FAQ Response image section or card media FAQ                    |
| 3     | Bot Flow | Does reminder 9 needs to be added?                                    | If the agent is fast in responding then not necessary. If he or she is not fast in responding then user will have a non responding button experience | According to agents responses. Ideally it can be added                                      |
| 4     | Bot Flow | Testing CTWA Flows                                                    | Custom codes are written for some brands which takes some time to make ctwa code changes like Plixlife                                               | Good to share timeline with clients accordingly                                             |
| 5     | Bot Flow | Reminder not getting triggered                                        | In some cases like Bevzilla, agent self assigns the ticker before agent handoff is done so no reminder is triggered after that                       | Can remove message in (utter\_reminder\_9 ) for such brands                                 |
| 6     | Bot Flow | Bot flow not triggering                                               | 4 buttons are not sent on Whatsapp                                                                                                                   | Check HD. If the character limit is crossed, it should show a warning symbol on the message |
| 7     | Bot Flow | Is Ctwa flow made live on a specific number?                          | The flow is not made live specific to a number. It will work as long as user lands on any WA inbox                                                   | INSIGHT                                                                                     |
