When sending WhatsApp messages, it is important to know whether a notification has reached its destiny or not.
To do this, you need to enable the Conversations API Webhook in the settings.
Automatic ticket updates when an error occurs
If an error occurs, your ticket will be updated by adding some tags and adding a private note.
The following tags will be added:
- A "whatsapp_delivery_error" tag will be added to your ticket.
- If the error is related to Facebook, an "fb_error" tag will be added, and a "fb_error_" + error code will be added as well. You can see exactly why the error happened under the Facebook error codes website.
- A "sunco_error_" + Sunshine Conversations error code tag will be added with the Sunshine Conversations error code, if it exists. For example "sunco_error_uncategorized_error" might be added if the Sunshine Conversations returns an "uncategorized_error" error.
- A private note will be added to your ticket
You can use these tags to build views and reports in order to deal with them. More information below.
A private note will be added too with the following information:
- SunCo error code: The error code returned by Sunshine Conversations.
- Facebook error code: The error code returned by Facebook.
- Error message: The description of the error by Facebook or Sunshine Conversations.
- Notification Id: The Sunshine Conversations notification id. Use this code if you need to ask Zendesk Support for more information regarding a particular notification delivery.
- Destination Id: The phone number the notification was sent to.
WhatsApp delivery report
You will also receive in your inbox a daily WhatsApp delivery report. This report will contain the number of messages sent correctly and which could not be sent. For every error, you will get the description of the error.
In order to receive the report, you need to enter a notification email under settings. This email is the same you entered when you signed in by default. Leave it blank if you do not want to receive this delivery report.
Checking the error management
The best way to check that the Webhook is working fine is by sending a WhatsApp message to a phone number with no WhatsApp account. We use for this purpose this number: +34111111111
Then send a Whatsapp Notification using a trigger or a CSV file. A ticket must be created, and a few minutes later, the ticket will be updated with the error information and the whatsapp_delivery_error tag.
Creating a view with notification errors
Optionally, you can create a view so you have all notifications errors controlled, and you can act accordingly if you know that a message did not get through to the recipient.
As explained above, when a Whatsapp notification does not reach its recipient for whatever reason, a "whatsapp_delivery_error" tag is added to the ticket.
Based on this, we can create a view that matches all notifications with that tag, so we see all those tickets with that tag. To do that:
1.- Go to the Admin center and search for "views"
2.- Click on Views and then on "Add View"
3.- Enter a name, for example "Whatsapp Errors" and optionally a description
4.- In Conditions, add:
- Tags - Contain at least one of the following - whatsapp_delivery_error
- Status - Less than - Closed (we don't want our agents to deal with irrelevant data)
Then click Save. Feel free to set up which columns you want to be shown, how the tickets will be ordered, etc. I like to sort the tickets by request update descending, grouping by ticket status.
You may want to move the view up so your agents don't miss it:
And that's it. Now your agents can manage all the WhatsApp errors easily.