Why are my conversations not being assigned to agents and remaining in the bot?
In this article, we explain why some conversations get stuck in the bot and are not assigned to agents. This may be due to errors in the delivery of templates due to Meta limitations.
🟡 Frequently Asked Question / Initial Context
Sometimes, messages that customers send via WhatsApp are not correctly assigned to agents, and instead, get stuck in the bot. This usually happens when messages cannot be delivered due to Meta's policies on sending templates, which prevents the workflow from completing and therefore the conversation is not assigned to an agent.
🛠️ Troubleshooting – Step-by-step to identify and solve the problem
Verify Meta's policies on sending templatesMeta allows a maximum of two templates per day to the same customer. If you try to send a third template on the same day, Meta will block it as a possible attempt to harass.This will generate an error in the conversation, which will be reflected with ared trianglein the conversation indicating that the message was not delivered.
Meta allows a maximum of two templates per day to the same customer. If you try to send a third template on the same day, Meta will block it as a possible attempt to harass.
This will generate an error in the conversation, which will be reflected with ared trianglein the conversation indicating that the message was not delivered.
Review the bot's workflowIf the message is not delivered correctly, the bot's workflow will not be completed. This means that the bot will not be able to assign the conversation to an agent and, instead, will leave it unassigned, returning it to the bot.
If the message is not delivered correctly, the bot's workflow will not be completed. This means that the bot will not be able to assign the conversation to an agent and, instead, will leave it unassigned, returning it to the bot.
Verify webhook settingsMake sure that the webhooks are configured correctly to ensure that conversations are assigned to agents once the message has been processed by the bot.
Make sure that the webhooks are configured correctly to ensure that conversations are assigned to agents once the message has been processed by the bot.
Check the history of templates sentReview the history of templates sent to a customer to ensure that you have not reached the limit of two templates per day. If you try to send a third template, Meta will not allow the delivery.
Review the history of templates sent to a customer to ensure that you have not reached the limit of two templates per day. If you try to send a third template, Meta will not allow the delivery.
✅ Possible solutions
Wait 24 hours before attempting to send more templatesIf the error occurs due to Meta's limitation on templates, you must wait at least 24 hours after sending the first two templates before attempting to send more.
If the error occurs due to Meta's limitation on templates, you must wait at least 24 hours after sending the first two templates before attempting to send more.
Configure a custom rule to handle messagesIf you prefer that the bot assign conversations to an agent even if the flow is not completed, you can configure a rule that automatically assigns the conversation to an agent when a delivery error is detected.
If you prefer that the bot assign conversations to an agent even if the flow is not completed, you can configure a rule that automatically assigns the conversation to an agent when a delivery error is detected.
Review webhook settingsVerify that the webhooks are correctly configured and enabled so that conversations can be assigned to agents effectively once the message has been processed.
Verify that the webhooks are correctly configured and enabled so that conversations can be assigned to agents effectively once the message has been processed.
Reduce the number of templates sent per customerAvoid sending more than two templates to the same customer per day to prevent blocking by Meta.
Avoid sending more than two templates to the same customer per day to prevent blocking by Meta.
📝 Additional notes
If the template limit for a customer has been reached, you will not be able to send more messages until the next day. This is a security mechanism implemented by Meta to prevent abuse of the platform.
Make sure that webhooks and workflows are configured so that, if a message cannot be delivered, the conversation can be correctly assigned to a support agent.
🖼️ Practical example or use case
Case:
A customer called"Ópticas Veo+"has reported that a message was not delivered to a customer after sending two templates on the same day. The customer did not respond, and the conversation got stuck in the bot.
Solution:After investigating the workflow, it was discovered that the sent templates were the cause of the blockage. 24 hours were waited before attempting to send more templates. In addition, a custom rule was configured to assign conversations to an agent even if the workflow was not completed due to delivery errors. This allowed the conversation to be assigned to the correct agent, even when the customer did not respond.
📞 When to contact support?
If, after reviewing the configurations and delivery errors, the conversations are still not being correctly assigned to the agents.
If you are having difficulties understanding the delivery errors and how they affect the assignment of conversations to agents.