Created by: saadah
Created at: 2025-02-15T10:10:26.290Z
Question Summary: UMMall, a client using Qiscus’s JS SDK, experiences intermittent “wrong password” errors even after hardcoding passwords and resetting them via the
`/api/v2.1/rest/login_or_register` API. The issue reoccurs after a day or so, affecting multiple App IDs. The client also inquires about user deletion mechanisms within Qiscus.
Answer Summary: The issue is likely not related to password expiration in the Qiscus SDK, as passwords should not expire. The problem’s intermittent nature and recurrence suggest a different underlying issue, possibly related to the client’s implementation or server-side factors. The team should investigate the timing of the password resets and login attempts to pinpoint the problem. There’s no direct user deletion feature in Qiscus; users can only be removed from groups. The recommended solution is to direct the client to reset passwords using the provided API documentation (`/api/v2.1/rest/login_or_register` or `/api/v2/sdk/login_or_register`) and ensure correct password storage. If the problem persists, escalation to the product team is suggested.
Question and Answer Format:
Q: Qiscus JS SDK users are experiencing intermittent “wrong password” errors, even after password resets via the `/api/v2.1/rest/login_or_register` API. The issue affects multiple App IDs (e.g., `qchatsdk–qzjuco9z6ko`, `qchatsdk–k5ozgnefrkv`) and recurs after approximately one day. Is this expected behavior? How can we resolve this, and does Qiscus offer a user deletion feature?
A: This is not expected behavior. Qiscus SDK passwords do not expire. The intermittent nature and recurrence suggest a problem beyond simple password issues. To troubleshoot:
- Gather more precise timing data: Request detailed timestamps of when the client resets passwords and when the “wrong password” error appears. This will help identify patterns.
- Review client-side implementation: Examine the client’s JS SDK integration (provided code snippets) for potential errors in password handling or storage.
- Verify API usage: Ensure the client is using the correct API endpoint (`/api/v2.1/rest/login_or_register` or `/api/v2/sdk/login_or_register` depending on their chosen authentication method) and correctly handling API responses.
- Investigate server-side factors: If client-side issues are ruled out, escalate the issue to the Qiscus product team for investigation of potential server-side problems.
Regarding user deletion: Qiscus does *not* offer a direct user deletion feature. Users can only be removed from specific groups. Suggest the client use the provided API documentation (links provided in previous conversation) to reset their passwords and ensure secure password storage. If the problem persists after these steps, escalate to the product team for further analysis.
Created by: saadah
Created at: 2025-02-15T10:14:48.916Z
Question: Team reports issues with the Qiscus Ads Tracker:
- Filtering by year (2025) still shows campaigns from previous years.
- Ad conversions are not appearing in certain rooms (IDs provided).
- Historical campaign data is missing. What could be causing these issues and how can they be resolved?
Answer: To investigate these issues, I need the following information from Time International: App ID: The unique identifier for Time International’s Qiscus Omnichannel setup.
Detailed description: More detail on the missing ad conversions. What specific criteria are being
used to filter the data? Are the missing ads from specific channels?
Screenshots/Videos: Visual evidence of the filtering issue and missing ad conversion data would be helpful.
Time of Occurrence: When did these issues start occurring?
Room details: Information about the specific channels used in the rooms (e.g., WhatsApp, Facebook Messenger).
Once this information is provided, the issue can be properly investigated. Possible causes could include incorrect data filtering settings, integration issues, or data synchronization problems.
Question: Team asks about the real-time capabilities of the Ads Tracker and whether there’s still a known mismatch between expected and actual data.
Question: Team asks if the previously reported issue of the Ads Tracker not providing real-time data or having data mismatches is still ongoing. What is the reason for any delay or discrepancy?
Answer: To answer this question accurately, we need to confirm with the Data Team if the previous statement about Ads Tracker data not being real-time or having mismatches is still current. The reason for any delay or discrepancy would depend on the specific technical limitations and data processing procedures of the Ads Tracker. Providing screenshots, as suggested by Team, would help in comparing reported data with actual data within the system. The Data team can also provide more context.
Created by: saadah
Created at: 2025-02-15T10:16:33.177Z
Question and Answer Format:
Q: In using Qiscus Omnichannel Chat’s CSAT interactive feature with Robolabs, is a webhook extender necessary for the `mark_as_resolved` webhook?
A: No, Robolabs and CSAT Interactive do not utilize the `mark_as_resolved` webhook. The CSAT interactive feature is triggered manually via a button. To confirm, you can check in Metabase if the `mark_as_resolved` URL is used by other services.
Q: If we want the CSAT to automatically appear upon resolution, does this require setting up a webhook?
A: For WhatsApp Interactive CSAT, automatic sending after resolution isn’t possible with the current version (v1.5.0). The CSAT is sent manually using a button; automatic triggering upon conversation end is not supported. Setting up a custom solution, similar to how the Time feature handles NPS, might be needed to achieve automated CSAT sending. Directly setting up a CSAT URL to the `mark_as_resolved` webhook was also attempted and unsuccessful.
Automating the process also risks failure if the chat expires.
Created by: saadah
Created at: 2025-02-15T10:18:04.623Z
Question 1: Is it possible to customize the Qiscus CSAT rating system to use a numerical scale of 1-5 instead of the default 1-10 or star rating options?
Answer 1: Based on the conversation, it appears customization to a 1-5 numerical scale is *not* directly possible through the application’s dashboard. The suggestion is to inquire with the product team to determine if such customization is possible through other means (e.g., custom development).
Question 2: If a client has already selected a numerical CSAT rating type, can this be changed to a star rating afterward?
Answer 2: No, changing the CSAT rating type from numbers to stars is not possible from the dashboard. The recommendation is to check with the product team to see if this is possible via other methods.
Created by: saadah
Created at: 2025-02-15T10:20:34.433Z
Q: Team mengalami masalah “room not found” saat menggunakan endpoint
`/api/v1/export/conversations` dengan `room_id` yang valid. Apa penyebabnya dan bagaimana solusinya?
A: Penyebabnya adalah *room* dengan `room_id` tersebut belum memiliki status `resolved`. Endpoint `/api/v1/export/conversations` hanya mengekspor *conversations* dari *room* yang sudah *resolved*. Solusinya adalah memastikan *room* tersebut telah di-*resolve* terlebih dahulu.
Q: Team menggunakan endpoint `/api/v2/customer_rooms` dengan parameter `status: “resolved”` dan `serve_status: “unserved”`. Hasilnya tidak sesuai harapan. Apakah parameter
`status` dan `serve_status` dapat digunakan bersamaan dalam endpoint ini? Bagaimana seharusnya penggunaan parameter ini?
A: Berdasarkan temuan tim internal, parameter `status` dan `serve_status` tampaknya TIDAK dapat digunakan bersamaan pada endpoint `/api/v2/customer_rooms`. Filter akan lebih mengikuti nilai `serve_status`. Dokumentasi perlu diperiksa dan diperbaiki karena mungkin terdapat kesalahan. Untuk mendapatkan hasil yang diinginkan, perlu diuji coba penggunaan parameter mana yang lebih sesuai dengan kebutuhan, atau mungkin hanya menggunakan satu parameter saja.
Q: Parameter `order` (asc/desc) pada endpoint `/api/v2/customer_rooms` tampaknya tidak berfungsi sesuai harapan. Apa penyebabnya dan bagaimana solusinya?
A: Tim internal menduga parameter `order` mungkin hanya berfungsi dengan benar jika digunakan bersama dengan parameter *cursor*. Tanpa *cursor*, parameter `order` mungkin diabaikan dan menggunakan urutan *default* (ASC). Penggunaan *cursor* perlu diuji untuk memastikan fungsionalitasnya. Kemungkinan juga ada bug pada implementasi parameter
`order`. Ini perlu dilaporkan ke tim PQF.
Created by: saadah
Created at: 2025-02-15T10:22:20.746Z
Q: Team reported slow Omnichannel performance and a broken image from an Instagram client message. What was the likely cause and what solutions were suggested?
A: The team determined the slow Omnichannel performance and the broken image were likely caused by Team network connectivity. The team suggested the client try opening the image in a new tab, changing their network, or checking their ability to access `lookaside.fbsbx.com`.
Created by: saadah
Created at: 2025-02-15T10:28:49.764Z
Summary of Questions:
Team reported two issues related to the bulk resolution feature in Qiscus Superadmin:
- Issue 1: A request from Explorer to bulk resolve chats (specifically a WhatsApp Group, WAG) is pending due to a previous error and a lack of updates from the PQF team (likely an internal team).
- Issue 2: While setting up bulk resolution for client MTI/Oxygen (`dvriv-twisyk6bkfcp23f`), the number of chats scheduled for resolution decreased unexpectedly from 50,000 to 17,000, and the process is not progressing.
Question & Answer Format:
Question 1: Regarding the Explorer’s request for bulk resolution of a WhatsApp Group, what is the current status and what steps are needed to resolve the issue? The initial bulk resolution attempt failed due to a prior error, and there’s been no update from the PQF team. The WAG is pinned in Slack.
Answer 1: The Support team will investigate the issue. To help expedite the process, please provide the following information:
- The specific WhatsApp Group ID (if available).
- Details about the previous error encountered.
- A summary of the communication with the PQF team.
Question 2: During a bulk resolution setup for client , the number of chats to be resolved dropped from 50,000 to 17,000, and the process is stalled. What caused this discrepancy, and how can the bulk resolution be completed?
Answer 2: The Support team needs more information to diagnose this issue. Please provide:
- Screenshots or logs showing the initial 50,000 chat count and the subsequent reduction to 17,000.
- The exact time the bulk resolution was initiated.
- Any error messages or logs related to the failed bulk resolution.
- Confirmation of the total number of chats that *should* be resolved.
Created by: saadah
Created at: 2025-02-15T10:35:01.816Z
Question Summary: Team inquired about the API documentation for creating a room using the Qiscus Omnichannel widget. She specifically needed clarification on obtaining the `user_id` parameter for the `/api/v2/qiscus/initiate_chat` endpoint.
Answer Summary: Team provided the Postman documentation link https://documenter.getpostman.com/view/8259884/TVsuCSeT#d5a555de-59e0-4705-9582-c21 6d79e9390 containing the API endpoint. Team clarified that the `user_id` can be a unique phone number or email address. However, due to the escalating nature of the conversation and the repeated requests for assistance and others suggested directing Ratih to Qiscus Support for further assistance.
Q&A Format:
Q1: Where can I find the API documentation for creating a room using the Qiscus Omnichannel widget?
A1: The API documentation, including the `/api/v2/qiscus/initiate_chat` endpoint, can be found here:
https://documenter.getpostman.com/view/8259884/TVsuCSeT#d5a555de-59e0-4705-9582-c21 6d79e9390
Q2: How do I obtain the `user_id` parameter for the `/api/v2/qiscus/initiate_chat` API call? A2: The `user_id` can be a unique phone number or email address for each customer. Each
`user_id` must be unique. For further assistance or clarification, contact Qiscus Support.
Created by: saadah
Created at: 2025-02-15T10:37:42.834Z
Q: Apakah pembuatan akun Qiscus membutuhkan role Admin? Dan bagaimana mengatasi masalah pembuatan akun yang tiba-tiba membutuhkan organisasi padahal sebelumnya pernah berhasil tanpa organisasi?
A: Berdasarkan percakapan, belum ada kesimpulan pasti apakah role Admin dibutuhkan untuk membuat akun Qiscus. Beberapa pengguna melaporkan berhasil membuat akun tanpa role Admin, sementara yang lain mengalami masalah. Terkait masalah pembuatan akun yang
tiba-tiba membutuhkan organisasi, hal ini juga belum terselesaikan dan membutuhkan investigasi lebih lanjut. Team telah memutuskan untuk melaporkan masalah ini ke tim support.
Created by: saadah
Created at: 2025-02-15T10:39:07.954Z
Q: Team needs to set different office hours for one brand (Sozo, requiring 7 AM – 9 PM) while others use 24/7 availability within Robolabs. Is this possible with the current Robolabs settings, or is there a workaround?
A: Based on current understanding, Robolabs’ office hour settings only allow for either following the general office hour settings or a single, universal setting for all brands. There isn’t a built-in option for per-brand customization. However, a possible workaround would be to create a separate channel specifically for the Sozo brand, allowing for independent office hour configuration on that specific channel.
Created by: saadah
Created at: 2025-02-15T10:40:54.255Z
Q: Is the WhatsApp Business API (WABA) webhook correctly configured in the webhook extender setup, and if not, where is the issue?
A: The webhook extender URL is already configured in the bot integration. However, messages aren’t being sent to the intended target (“test1”). The problem appears to be in the routing from the webhook extender to the target. Unfortunately, there are no logs available from the webhook extender to trace the issue to the target. Further investigation is needed to determine why messages aren’t being forwarded from the webhook extender to “test1”.
Created by: saadah
Created at: 2025-02-15T10:45:07.757Z
Pertanyaan:
Data analytics kustom untuk Client di Qiscus menunjukkan anomali. Jumlah data bulan Januari yang difilter dan tidak difilter sama. Analitik CSAT juga menunjukkan hal yang sama untuk bulan Januari, sementara data bulan Februari sudah diperbarui. Apa penyebab masalah ini dan bagaimana solusinya?
Jawaban:
Penyebab masalah ini adalah query yang digunakan di metabase eksternal yang salah. Tim data Qiscus sedang meninjau dan memperbaiki query tersebut. Untuk sementara, harap menunggu perbaikan dari tim data. Data `form sent` dan `form submitted` tidak terpengaruh oleh masalah ini.
Created by: saadah
Created at: 2025-02-15T10:46:49.763Z
Q: Can failed webhook deliveries from Qiscus Omnichannel be automatically retried, or does manual intervention (e.g., using Postman) become necessary?
A: Qiscus Omnichannel does not currently offer an automatic retry mechanism for failed webhook deliveries. Manual retry is an option. You can retrieve the failed payload data from the Outgoing Logs and resend it using tools like Postman. However, this approach is only practical for a limited number of failed webhooks. If there are many failed webhooks, manual intervention becomes very time-consuming.
Q: If manual retry is required, what is the process and what tools are involved?
A: The process involves accessing the Outgoing Logs within the Qiscus Omnichannel system to find the payloads of the failed webhook deliveries. These payloads are then used with a tool such as Postman to manually resend the webhook requests.
Q: What factors determine whether a failed webhook can be successfully retried?
A: The success of a manual retry depends largely on the root cause of the initial failure. If the failure originated from a client-side issue (e.g., a problem with the client’s receiving system), the client should be responsible for handling the retry. There may also be cases where even manual retry is not possible due to the nature of the failure.
Created by: saadah
Created at: 2025-02-15T10:47:51.191Z
Q: How can we track the IP address of a user who logs in via mobile using Qiscus?
A: You should be able to find the IP address in Loki. First, try searching for the
`set_user_device_token` API. This API should contain the user’s device information, including their IP address. If you can’t find it using that API, you can try searching the `get_room_by_id` API using the ID of a room the user accessed after logging in. Since they’ll likely open a room after logging in, the IP address should be associated with that room’s activity.
Created by: saadah
Created at: 2025-02-15T10:50:03.715Z
Question:
Mengapa tim Product masih menggunakan Quip jika perusahaan sudah sepenuhnya beralih ke Google Drive, seperti yang terlihat pada pengumuman peningkatan CSAT yang tautan PRD dan changelog-nya masih di Quip?
Answer:
Berdasarkan informasi yang diberikan, terlihat adanya inkonsistensi. Pengumuman peningkatan CSAT mencantumkan tautan PRD dan changelog di Quip, meskipun pernyataan sebelumnya menyebutkan peralihan penuh ke Google Drive. Informasi lebih lanjut diperlukan untuk menjelaskan mengapa hal ini terjadi. Hal ini mungkin disebabkan oleh:
Peralihan yang belum sepenuhnya selesai:
Proses migrasi ke Google Drive mungkin belum sepenuhnya rampung untuk semua tim atau proyek.
Kebijakan pengecualian: Mungkin ada pengecualian khusus untuk tim Product atau proyek tertentu yang masih mengizinkan penggunaan Quip.
Kesalahan informasi: Pernyataan mengenai peralihan penuh ke Google Drive mungkin tidak akurat.
Untuk mendapatkan jawaban yang pasti, diperlukan konfirmasi lebih lanjut dari pihak yang bertanggung jawab atas migrasi ke Google Drive atau dari manajemen.
Created by: saadah
Created at: 2025-02-15T10:58:59.177Z
Question Summary: Team from the MMKSI team reported receiving HTTP response codes 0 and 500 from midnight to 8 AM. The team is unsure if this indicates an issue on Qiscus’s side or MMKSI’s side.
Answer Summary: The issue was likely due to using a non-sessional room in Qiscus, causing all messages to be sent to the same room, rather than a problem with Qiscus’s service.
Q&A Format:
Q: Response codes 0 and 500 were received overnight (midnight to 8 AM) by MMKSI. Is this indicative of a problem with Qiscus’s service or MMKSI’s configuration?
A: The problem stemmed from using a non-sessional room in Qiscus. This resulted in all messages being directed to the same room, leading to the observed response codes. It wasn’t an issue with Qiscus’s service itself.
Created by: saadah
Created at: 2025-02-15T11:01:00.296Z
Question Summary: Team lost access to her Google Authenticator codes after losing her phone, impacting her Qiscus account access which requires 2FA. Team discusses whether all Qiscus accounts (especially those using Dialogflow) will require OTP (One-Time Password) and the challenges of 2FA recovery.
Answer Summary: The Qiscus team discusses the implementation timeline of mandatory 2FA (May 2025) and the challenges associated with losing access to Google Authenticator codes after a phone change. While Google Authenticator *should* sync across devices using the same Google account, this didn’t work for Anggraeni, highlighting a potential problem. The possibility of exporting OTP codes beforehand is also mentioned.
Question and Answer Format:
Q1: Will all Qiscus accounts, including those integrated with Dialogflow, require OTP (One-Time Password) authentication in the future? What is the planned implementation timeline?**
A1: Based on the conversation, the implementation of mandatory 2FA is planned for May 2025. However, it’s unclear from this conversation alone whether *all* accounts, including those using Dialogflow, will be included.
Q2: What happens if a Qiscus user loses access to their Google Authenticator codes (e.g., due to a lost or broken phone) and their account requires 2FA?
A2: The conversation highlights a significant problem: Even though Google Authenticator
*should* sync across devices with the same Google account, this functionality failed for Anggraeni. The lack of a readily available backup or recovery method is a concern. The possibility of exporting OTP codes beforehand is mentioned as a potential preventative measure, but its feasibility or availability isn’t confirmed. The situation is described as “ambyar” (a slang term indicating a chaotic or disastrous situation).
Created by: saadah
Created at: 2025-02-15T11:03:04.839Z
Question Summary: BRI Life received an email regarding the migration of their Qiscus services from GCP to AWS. The internal team is unsure if this migration has been done, if the email is legitimate, and what the current status is.
Answer Summary: The migration from GCP to AWS for BRI Life’s Qiscus services is still pending. It requires creating a new Omnichannel App ID, setting up new services, and migrating custom services to the new App ID. BRI Life needs to provide consent regarding the effects of the migration. Further clarification is needed from Karina (the sender of the email) to confirm the email’s legitimacy and the current status of the migration plan.
Question and Answer Format:
Q: What is the status of the GCP to AWS migration for BRI Life’s Qiscus services, as per the email received by BRI Life?
A: The migration is not yet complete. It requires the creation of a new Omnichannel App ID, subsequent setup, and migration of custom services to this new App ID. BRI Life’s consent is needed regarding the impact of this migration. The team is currently discussing the matter with Karina (the email sender) to verify the email and get an update on the project’s status. Karina should also inform the Support and Operations teams once a decision is made.
Created by: saadah
Created at: 2025-02-15T11:05:46.771Z
Pertanyaan:
Ringkasan Pertanyaan: Client melaporkan bug di mana pesan yang dikirim ke `roomId A` (295510777) menggunakan `qiscus.sendComment` dan `qiscus.generateCustomMessage` juga diterima oleh pengguna di `roomId B` (291439694), padahal seharusnya hanya pengguna di
`roomId A` yang menerimanya. Pertanyaan utama adalah apakah ini merupakan perilaku
*broadcast* yang tidak disengaja dari Qiscus, atau ada masalah pada implementasi klien. Setelah investigasi lebih lanjut, ditemukan bahwa masalah terjadi pada implementasi
`sendMessage` di sisi klien. `getComments` digunakan berulang kali untuk memastikan pesan selalu terupdate, padahal seharusnya hanya dipanggil sekali saat inisiasi.
`newMessageCallback` juga tidak selalu memberikan callback, menyebabkan pesan tidak terkirim.
Ringkasan Jawaban: Masalah bukan berasal dari bug di Qiscus, melainkan dari implementasi klien yang salah. `getComments` harus dipanggil hanya sekali saat inisiasi, dan implementasi
`newMessageCallback` perlu diperbaiki agar selalu menerima callback dan memperbarui daftar pesan tanpa perlu memanggil `getComments` berulang kali. Solusi yang disarankan adalah mengimplementasikan fungsi `handleNewMessage` yang memeriksa status pesan dan memperbarui hanya jika diperlukan, dan menambahkan pesan baru jika belum ada. Jika
`newMessageCallback` gagal, perlu dicari penyebab kegagalan tersebut. Format Tanya Jawab:
Q: Pesan yang dikirim ke `roomId A` (295510777) menggunakan `qiscus.sendComment` dan
`qiscus.generateCustomMessage` juga diterima oleh pengguna di `roomId B` (291439694). Apakah ini merupakan bug di Qiscus atau masalah implementasi klien?
A: Setelah investigasi, masalah ini disebabkan oleh implementasi klien yang salah, bukan bug di Qiscus.
Q: Apa yang menyebabkan `newMessageCallback` terkadang tidak memberikan callback, sehingga pesan tidak terkirim? Dan bagaimana solusi untuk masalah ini?
A: Penyebab `newMessageCallback` tidak selalu memberikan callback perlu diselidiki lebih lanjut. Namun, untuk mengatasi masalah pesan yang tidak terkirim dan update pesan yang tidak konsisten, disarankan untuk mengimplementasikan `handleNewMessage` yang hanya memperbarui status pesan jika perlu dan menambahkan pesan baru jika belum ada dalam daftar. Hindari memanggil `getComments` berulang kali; panggil hanya sekali pada inisiasi.
Q: Bagaimana seharusnya fungsi `getComments` dan `newMessageCallback` diimplementasikan untuk menghindari masalah ini?
A: `getComments` hanya perlu dipanggil sekali saat pertama kali aplikasi diinisialisasi.
`newMessageCallback` harus diimplementasikan untuk menangani pesan baru secara efisien, memperbarui status pesan yang sudah ada jika perlu, dan menambahkan pesan baru ke daftar pesan tanpa perlu melakukan panggilan jaringan tambahan. Contoh implementasi
`handleNewMessage` dan integrasinya ke `newMessageCallback` telah diberikan sebagai solusi.
Q: Apa yang harus dilakukan jika `newMessageCallback` tetap tidak memberikan callback setelah implementasi solusi yang disarankan?
A: Jika masalah berlanjut setelah implementasi solusi yang disarankan, perlu dilakukan investigasi lebih lanjut untuk mencari penyebab kegagalan `newMessageCallback`. Ini mungkin melibatkan pengecekan konfigurasi, koneksi jaringan, atau masalah lain di sisi klien.
Created by: saadah
Created at: 2025-02-15T10:58:59.177Z
Question Summary: Team from the MMKSI team reported receiving HTTP response codes 0 and 500 from midnight to 8 AM. The team is unsure if this indicates an issue on Qiscus’s side or MMKSI’s side.
Answer Summary: The issue was likely due to using a non-sessional room in Qiscus, causing all messages to be sent to the same room, rather than a problem with Qiscus’s service.
Q&A Format:
Q: Response codes 0 and 500 were received overnight (midnight to 8 AM) by MMKSI. Is this indicative of a problem with Qiscus’s service or MMKSI’s configuration?
A: The problem stemmed from using a non-sessional room in Qiscus. This resulted in all messages being directed to the same room, leading to the observed response codes. It wasn’t an issue with Qiscus’s service itself.
Created by: saadah
Created at: 2025-02-15T11:01:00.296Z
Question Summary: Team lost access to her Google Authenticator codes after losing her phone, impacting her Qiscus account access which requires 2FA. Team discusses whether all Qiscus accounts (especially those using Dialogflow) will require OTP (One-Time Password) and the challenges of 2FA recovery.
Answer Summary: The Qiscus team discusses the implementation timeline of mandatory 2FA (May 2025) and the challenges associated with losing access to Google Authenticator codes after a phone change. While Google Authenticator *should* sync across devices using the same Google account, this didn’t work for Anggraeni, highlighting a potential problem. The possibility of exporting OTP codes beforehand is also mentioned.
Question and Answer Format:
Q1: Will all Qiscus accounts, including those integrated with Dialogflow, require OTP (One-Time Password) authentication in the future? What is the planned implementation timeline?**
A1: Based on the conversation, the implementation of mandatory 2FA is planned for May 2025. However, it’s unclear from this conversation alone whether *all* accounts, including those using Dialogflow, will be included.
Q2: What happens if a Qiscus user loses access to their Google Authenticator codes (e.g., due to a lost or broken phone) and their account requires 2FA?
A2: The conversation highlights a significant problem: Even though Google Authenticator
*should* sync across devices with the same Google account, this functionality failed for Anggraeni. The lack of a readily available backup or recovery method is a concern. The possibility of exporting OTP codes beforehand is mentioned as a potential preventative measure, but its feasibility or availability isn’t confirmed. The situation is described as “ambyar” (a slang term indicating a chaotic or disastrous situation).
Created by: saadah
Created at: 2025-02-15T11:03:04.839Z
Question Summary: BRI Life received an email regarding the migration of their Qiscus services from GCP to AWS. The internal team is unsure if this migration has been done, if the email is legitimate, and what the current status is.
Answer Summary: The migration from GCP to AWS for BRI Life’s Qiscus services is still pending. It requires creating a new Omnichannel App ID, setting up new services, and migrating custom services to the new App ID. BRI Life needs to provide consent regarding the effects of the migration. Further clarification is needed from Karina (the sender of the email) to confirm the email’s legitimacy and the current status of the migration plan.
Question and Answer Format:
Q: What is the status of the GCP to AWS migration for BRI Life’s Qiscus services, as per the email received by BRI Life?
A: The migration is not yet complete. It requires the creation of a new Omnichannel App ID, subsequent setup, and migration of custom services to this new App ID. BRI Life’s consent is needed regarding the impact of this migration. The team is currently discussing the matter with Karina (the email sender) to verify the email and get an update on the project’s status. Karina should also inform the Support and Operations teams once a decision is made.
Created by: saadah
Created at: 2025-02-15T11:05:46.771Z
Pertanyaan:
Ringkasan Pertanyaan: Client melaporkan bug di mana pesan yang dikirim ke `roomId A` (295510777) menggunakan `qiscus.sendComment` dan `qiscus.generateCustomMessage` juga diterima oleh pengguna di `roomId B` (291439694), padahal seharusnya hanya pengguna di
`roomId A` yang menerimanya. Pertanyaan utama adalah apakah ini merupakan perilaku
*broadcast* yang tidak disengaja dari Qiscus, atau ada masalah pada implementasi klien. Setelah investigasi lebih lanjut, ditemukan bahwa masalah terjadi pada implementasi
`sendMessage` di sisi klien. `getComments` digunakan berulang kali untuk memastikan pesan selalu terupdate, padahal seharusnya hanya dipanggil sekali saat inisiasi.
`newMessageCallback` juga tidak selalu memberikan callback, menyebabkan pesan tidak terkirim.
Ringkasan Jawaban: Masalah bukan berasal dari bug di Qiscus, melainkan dari implementasi klien yang salah. `getComments` harus dipanggil hanya sekali saat inisiasi, dan implementasi
`newMessageCallback` perlu diperbaiki agar selalu menerima callback dan memperbarui daftar pesan tanpa perlu memanggil `getComments` berulang kali. Solusi yang disarankan adalah mengimplementasikan fungsi `handleNewMessage` yang memeriksa status pesan dan memperbarui hanya jika diperlukan, dan menambahkan pesan baru jika belum ada. Jika
`newMessageCallback` gagal, perlu dicari penyebab kegagalan tersebut. Format Tanya Jawab:
Q: Pesan yang dikirim ke `roomId A` (295510777) menggunakan `qiscus.sendComment` dan
`qiscus.generateCustomMessage` juga diterima oleh pengguna di `roomId B` (291439694). Apakah ini merupakan bug di Qiscus atau masalah implementasi klien?
A: Setelah investigasi, masalah ini disebabkan oleh implementasi klien yang salah, bukan bug di Qiscus.
Q: Apa yang menyebabkan `newMessageCallback` terkadang tidak memberikan callback, sehingga pesan tidak terkirim? Dan bagaimana solusi untuk masalah ini?
A: Penyebab `newMessageCallback` tidak selalu memberikan callback perlu diselidiki lebih lanjut. Namun, untuk mengatasi masalah pesan yang tidak terkirim dan update pesan yang tidak konsisten, disarankan untuk mengimplementasikan `handleNewMessage` yang hanya memperbarui status pesan jika perlu dan menambahkan pesan baru jika belum ada dalam daftar. Hindari memanggil `getComments` berulang kali; panggil hanya sekali pada inisiasi.
Q: Bagaimana seharusnya fungsi `getComments` dan `newMessageCallback` diimplementasikan untuk menghindari masalah ini?
A: `getComments` hanya perlu dipanggil sekali saat pertama kali aplikasi diinisialisasi.
`newMessageCallback` harus diimplementasikan untuk menangani pesan baru secara efisien, memperbarui status pesan yang sudah ada jika perlu, dan menambahkan pesan baru ke daftar pesan tanpa perlu melakukan panggilan jaringan tambahan. Contoh implementasi
`handleNewMessage` dan integrasinya ke `newMessageCallback` telah diberikan sebagai solusi.
Q: Apa yang harus dilakukan jika `newMessageCallback` tetap tidak memberikan callback setelah implementasi solusi yang disarankan?
A: Jika masalah berlanjut setelah implementasi solusi yang disarankan, perlu dilakukan investigasi lebih lanjut untuk mencari penyebab kegagalan `newMessageCallback`. Ini mungkin melibatkan pengecekan konfigurasi, koneksi jaringan, atau masalah lain di sisi klien.
Created by: saadah
Created at: 2025-02-15T11:20:31.791Z
Question Summary: What is the expected API response from Qiscus Omnichannel during scheduled maintenance?
Answer Summary: During maintenance, the Qiscus Omnichannel API should return a HTTP 500 error code. The exact response body might vary, but a message indicating maintenance is underway is typical.
Question and Answer Format:
Q: During Qiscus Omnichannel maintenance, what HTTP response code and message should be expected from API calls? What variations in the response body are possible?
A: The expected HTTP response code during Qiscus Omnichannel maintenance is 500 (Internal Server Error). While the response body might not be standardized, a common response would be a message like `”Sorry, we’re scheduled under maintenance…”`. The exact wording in the response body may differ depending on the SRE’s implementation.
Created by: saadah
Created at: 2025-02-15T11:21:56.094Z
Question Summary: Team needs to retrieve BRI Life’s broadcast data from 2022, specifically using the “reminder_jatuh_tempo” template. The template’s last modified date is 2023, but the creation date is missing. She’s unsure where to find this data and whether the Analytics > WhatsApp > General section (a newer feature) can provide 2022 data.
Answer Summary: The team investigated using Metabase and the “All broadcast log”. The “reminder_jatuh_tempo” template was found to have been created in 2023, not 2022. The possibility of retrieving 2022 data from Analytics > WhatsApp > General was also discussed, but the exact method wasn’t definitively established. The existence of multiple BRI Life channels (2 or 3) was also briefly discussed.
Question and Answer Format:
Q: Bagaimana cara mendapatkan data broadcast BRI Life tahun 2022, khususnya yang menggunakan template “reminder_jatuh_tempo”? Template tersebut terakhir dimodifikasi tahun 2023, tetapi tanggal pembuatannya tidak ada. Apakah data ini dapat diambil dari Analytics > WhatsApp > General, mengingat fitur ini relatif baru (2023)?
A: Tim telah memeriksa Metabase dan “All broadcast log”. Template “reminder_jatuh_tempo” ditemukan dibuat pada tahun 2023, bukan 2022. Kemungkinan pengambilan data tahun 2022 dari Analytics > WhatsApp > General juga dibahas, tetapi metode pastinya belum ditetapkan. Jumlah channel BRI Life (2 atau 3) juga menjadi perbincangan singkat.
Created by: saadah
Created at: 2025-02-15T11:23:31.512Z
Question Summary: Client inquired about integrating Qiscus Omnichannel (OC) with Google’s Campaign URL Builder. Hana Fardilla, unsure of the appropriate internal team to handle this custom integration request, sought guidance.
Answer Summary: Team suggested initially involving the Account Manager (AM) and the relevant engineering team to explore the integration’s feasibility and workflow details.
Question and Answer Format:
Q: How should we handle Client’s request to integrate Qiscus Omnichannel with Google’s Campaign URL Builder, given it’s a custom integration?
A: Initially, involve the Account Manager (AM) and the engineering team (likely indicated by
`<#CJ6H105PW>`) to assess the integration’s feasibility and detail the workflow. Further investigation into the specifics of the integration is required before assigning it to a specific team.
Created by: saadah
Created at: 2025-02-15T11:26:46.342Z
Question Summary: clients report extremely slow performance of Qiscus Omnichannel on their agents’ laptops, despite troubleshooting attempts (switching networks, closing tabs, clearing cache). The issue persists across multiple devices and networks, affecting all agents. The problem seems isolated to Pratesis and isn’t reflected in Qiscus’s own testing.
Answer Summary: The issue is likely related to network connectivity or a problem outside of Qiscus’s control, possibly with Client internet service provider (Indonet). Solutions attempted (changing networks, clearing cache, changing DNS) haven’t resolved the problem. Further investigation is needed, potentially involving a meeting with the Pratesis team, network inspection, and checking for slow API responses.
Question and Answer Format:
Q: Clients reports extremely slow performance of Qiscus Omnichannel across all their agents’ devices. Troubleshooting steps (network switching, tab closure, cache clearing) have been unsuccessful. The issue persists even after restarting devices. Qiscus’s internal testing shows no performance issues. What further steps should be taken to resolve this?
A: The persistent slow performance, despite troubleshooting efforts and its apparent isolation to Clients, strongly suggests the problem lies outside of Qiscus’s direct control. Several avenues should be explored:
- Network Diagnostics: A detailed network analysis is crucial. This involves inspecting network traffic to identify bottlenecks or slow API responses, potentially from sources unrelated to Qiscus. Inspecting the network traffic might reveal if there are slow-responding APIs or URLs, and whether these are related to Qiscus or other services.
- ISP Investigation: Given the mention of Indonet as the internet service provider and its limited geographical reach, Pratesis should contact Indonet directly to investigate potential network issues on their end. This is a critical step as the problem may stem from their internet connection.
- Meeting with Pratesis: A meeting with the Client team is recommended to gather more detailed information and collaborate on further troubleshooting. This would allow for a more thorough understanding of their network setup and usage patterns.
- Detailed Device Information: While the provided specifications are helpful, gathering more detailed information about the agents’ devices and their usage could be beneficial. This could include details about other applications running concurrently, browser extensions, and any other relevant information.
- Rule out other factors: Explore if any other applications or software on the agents’ machines might be consuming significant resources and causing performance issues.
- Temporary DNS Change: Though already attempted, briefly testing with a different DNS server (like Google Public DNS) might still be helpful as a temporary measure to rule out DNS-related issues.
In short, the focus should shift from client-side troubleshooting to investigating network connectivity and potential issues with Pratesis’s internet service provider. A collaborative approach involving Pratesis and potentially their ISP is the most effective path forward.
Created by: saadah
Created at: 2025-02-15T13:43:26.456Z
Question Summary: A client using the Qiscus Multichannel Widget on Android 12 and 14 experienced an issue where clicking an image button to open an image gallery did not display any photos or videos. The client’s permission settings were confirmed as correct, and the issue was escalated to the Product Quality and Feedback (PQF) team for investigation and a fix.
Answer Summary: The issue was identified as a bug in the Android widget. A fix was released in version 2.3.5 of the Qiscus Multichannel Widget Android library. The issue’s priority was initially considered “High” due to its impact, particularly on one client (Indosat), but ultimately resolved.
Question and Answer Format:
Q: What was the problem reported regarding the Qiscus Multichannel Widget on Android devices?
A: Clients using Android versions 12 and 14 reported that clicking the image button to open the image gallery resulted in an empty gallery—no photos or videos were displayed, despite having the necessary permissions granted.
Q: What steps were taken to troubleshoot the problem?
A: The team first verified that the client had granted the necessary file access permissions. They then reproduced the issue on both Android 12 and 14 devices. The problem was ultimately determined to be a bug within the Qiscus Multichannel Widget Android library itself.
Q: How was the issue resolved?
A: The issue was reported to the PQF team. A fix was subsequently released in version 2.3.5 of the Qiscus Multichannel Widget Android library.
Q: What was the priority level assigned to this issue and why?
A: The issue was initially flagged as “High” priority due to its impact, especially on one client (Indosat), who needed a quick resolution. While only one client urgently required the fix, the potential widespread impact justified the higher priority.
Created by: saadah
Created at: 2025-02-15T13:47:39.098Z
Question Summary: Client needs a Facebook Developer account to provide a Graph API Explorer session for testing purposes. The registration button on the Facebook Developer website isn’t working. Team suggests it’s a standard Facebook login and the issue needs to be
reproducible in the Graph API Explorer for testing. The problem is escalated to the product team.
Answer Summary: Team correctly points out that a standard Facebook login is required. The issue seems to be with the Facebook Developer registration process itself, not a Qiscus issue. The problem has been escalated to the product team for assistance.
Question and Answer Format:
Q: Client is having trouble registering for a Facebook Developer account. The registration button on the Facebook Developers website isn’t functioning correctly. She needs this account to provide a Graph API Explorer session to troubleshoot an issue. What should be done?
A: Based on the conversation, Team correctly identified that a standard Facebook login is required for accessing the Facebook Developer tools. The problem appears to be with the Facebook registration process itself and not directly related to Qiscus products or services. The issue has already been escalated to the product team for assistance. No further action is needed from the Qiscus Solution and Support team at this time.
Created by: saadah
Created at: 2025-02-15T13:49:15.564Z
Pertanyaan Ringkasan: SOZO meminta integrasi akun SOZO Slim dan SOZO Hair ke Robolabs. Tim internal mempertanyakan persyaratan dan proses pembuatan bot baru di Robolabs untuk dua akun tersebut. Apakah cukup hanya membuat bot baru di Robolabs, atau ada persyaratan lain?
Ringkasan Jawaban: Tim hanya perlu membuat bot baru di Robolabs untuk SOZO Slim dan SOZO Hair. SOZO akan mengatur alur percakapan botnya sendiri.
Format Tanya Jawab:
Pertanyaan: Tim SOZO meminta penambahan bot ke channel WhatsApp mereka (SOZO Hair & Slim). Apa persyaratannya dan apakah bisa langsung di-setup atau perlu proses lain?
Mereka ingin mengintegrasikan akun SOZO Slim dan SOZO Hair ke Robolabs. Apakah ini berarti pembuatan bot baru? Jika ya, apa saja yang dibutuhkan? SOZO akan membuat alur percakapan sendiri.
Jawaban: Untuk mengintegrasikan akun SOZO Slim dan SOZO Hair ke Robolabs, dibutuhkan pembuatan bot baru di platform Robolabs. Persyaratannya hanya pembuatan bot tersebut.
Setelah bot berhasil dibuat, proses integrasi selesai. SOZO akan mengatur alur percakapan bot mereka sendiri, sehingga tim internal hanya perlu fokus pada pembuatan bot baru di Robolabs.
Created by: saadah
Created at: 2025-02-15T13:53:43.130Z
Question Summary: Client inquired about the correct Qiscus API endpoint to retrieve real-time
`current_customer_count`. She initially considered two options: https://omnichannel.qiscus.com/api/v2/admin/service/available_agents and https://multichannel.qiscus.com/api/v1/admin/agents/get_by_ids.
Answer Summary: The Support Bot acknowledged the inquiry and indicated that the Support team would handle it. However, no definitive answer regarding which API endpoint provides real-time `current_customer_count` was given before the question was withdrawn.
Created by: saadah
Created at: 2025-02-15T13:55:54.308Z
Question Summary: Client with App ID experiences a problem where the downloaded Broadcast log Analytics data has scrambled fields, specifically the “replied” field showing Message IDs instead of “True” or “False”. The issue is only present on the client’s device; the internal team’s download is correct.
Answer Summary: The issue is caused by downloading the Broadcast log as a CSV file. The comma used as a separator in the CSV file incorrectly splits date fields. Downloading the file as an XLSX (Excel) file resolves the problem.
Created by: saadah
Created at: 2025-02-15T13:57:28.579Z
Question Summary: clients needs assistance downloading user data (phone numbers, names), historical chat data, and agent data logs for app code `hin-buv34qj3bfpkja3uc` from Metabase. The data is needed from the app’s creation date to January 2025, prioritized from newest to oldest, in xlsx format, and organized in a Google Drive folder. There are ongoing discussions and challenges related to downloading and organizing this large dataset. Specifically, there’s a reported failure to download the customer list.
Answer Summary: The initial request was acknowledged by the Support Bot. Team are collaboratively working on downloading and organizing the data, encountering challenges along the way, such as difficulties downloading the customer list. They are managing the process across multiple days and shifts, creating folders to organize the data by year.
Q&A Format:
Q1: What is the main request from Clients?
A1: Clients needs assistance downloading user data (phone numbers, names), all historical chat data, and agent data logs for app code `hin-buv34qj3bfpkja3uc` from Metabase. The data should span from the app’s creation date to January 2025, be downloaded in xlsx format, and organized according to specified naming conventions in a Google Drive folder.
Q2: What tools and resources are being used to access the data?
A2: Metabase (specifically, links to internal Metabase questions:
`https://metabase-internal.qiscus.com/question/1847-new-admin-login?app_code=hin-buv34qj3 bfpkja3uc |Customers`,
`https://metabase-internal.qiscus.com/question/3127-others-messages?hour_difference=7&app
_code=hin-buv34qj3bfpkja3uc&start_date=2025-01-01&end_date=2025-01-31&room_id=&chan nel_id= |Historycal Chat`, and a Google Drive folder:
`https://drive.google.com/drive/folders/19OMPd8ssOH2sPgQ6S0edRyhbVMVwAIaB?usp=drive
_link `)
Q3: What challenges are being encountered in fulfilling the request?
A3: There have been challenges downloading the customer list (“mau download customers list failed bro”). The sheer volume of data and the need for organization across multiple days and shifts also present a significant challenge.
Q4: How is the team addressing the challenges?
A4: The team are collaborating, working across multiple days and shifts, and implementing a folder structure by year to improve organization. They are communicating progress and challenges within the team.
Created by: saadah
Created at: 2025-02-15T14:03:05.819Z
Question Summary: Client reports slow chat response times despite DNS settings being adjusted. The client is frustrated and unwilling to switch networks. Should a team meeting be scheduled?
Answer Summary: The issue needs further investigation. More information is required to diagnose the problem and determine if a meeting is necessary. Specific details about the client’s setup (App ID, network details, etc.) are needed.
Question and Answer Format:
Question: Sudah set DNS masih selemot ini team. Wajar sih mereka kesel kalau mau balas chat lama banget gini, tapi diminta switch jaringan gamau. Apakah better diajak meeting team?
Answer: Hai Client! Terima kasih atas laporannya. Untuk bisa membantu mendiagnosis masalah koneksi yang lambat ini, saya perlu informasi lebih detail. Bisakah Anda memberikan informasi berikut:
App ID: ID aplikasi klien yang mengalami masalah ini.
Detail Jaringan: Jenis koneksi internet yang digunakan klien (misalnya, WiFi, seluler, jenis provider), dan detail konfigurasi jaringan lainnya jika memungkinkan.
Waktu Kejadian: Kapan masalah ini mulai terjadi secara konsisten?
Langkah-langkah Reproduksi: Apa langkah-langkah yang dilakukan klien sebelum masalah ini terjadi?
Screenshots/Log: Jika memungkinkan, screenshot dari error message atau log error dari aplikasi klien akan sangat membantu.
Setelah mendapatkan informasi ini, saya dapat menganalisis masalahnya lebih lanjut. Jika masalahnya kompleks dan membutuhkan diskusi lebih lanjut, meeting tim mungkin diperlukan. Namun, mari kita coba kumpulkan informasi tambahan terlebih dahulu.
Created by: saadah
Created at: 2025-02-15T14:06:19.085Z
Question Summary:
A client (ReyID `nhepz-yxwsxsyka6hqqka`) experiences an issue where bot notifications aren’t integrating correctly with their custom channel when toggling on/off within a room. The webhook URL was initially empty, but bot integration was enabled. Further investigation revealed that each chat message sends two webhook requests, one to the bot and one to the custom channel. The question is whether this double webhook behavior is expected.
Answer Summary:
The double webhook behavior is confirmed as expected. One webhook sends customer messages, and the other sends admin/agent/supervisor/bot messages.
Question and Answer Format:
Question:
Client ReyID `nhepz-yxwsxsyka6hqqka` reports a bot integration issue. Bot notifications aren’t appearing consistently when using the on/off toggle in a room. The webhook URL was initially blank, but bot integration was enabled. Subsequent investigation shows that each chat message triggers two webhook requests. Is this double webhook behavior expected functionality? If not, what could be causing the issue and how can it be resolved?
Answer:
Ya, perilaku webhook ganda tersebut memang diharapkan. Webhook yang dikirim ke bot akan mengirimkan pesan pelanggan, sedangkan webhook yang dikirim ke custom channel akan mengirimkan pesan admin/agen/supervisor/bot.
Created by: saadah
Created at: 2025-02-15T14:08:54.214Z
Question Summary: How to verify the number of CTWA (presumably Click-to-WhatsApp) leads generated for Sozo, and what data sources are reliable for this verification?
Answer Summary: The team initially suggested checking the leads in the ads tracker. However, this data might be incomplete. A more reliable method is to check the conversation session history in WhatsApp, specifically looking for CTWA sessions. This requires the Sozo App ID (provided later as `bioil-pnm8j7hsqkuw2pt`) and checking specific channel IDs (4414 and 4720). The initial difficulty stemmed from the incompleteness of the ads tracker data and the need to specify the correct channels within the conversation session history.
Question and Answer Format:
Q: Bagaimana cara memverifikasi jumlah lead CTWA (Click-to-WhatsApp) yang didapatkan oleh Sozo, dan sumber data apa yang dapat diandalkan untuk verifikasi ini?
A: Awalnya, tim menyarankan untuk memeriksa lead di ads tracker. Namun, data ini mungkin tidak lengkap. Metode yang lebih andal adalah memeriksa riwayat sesi percakapan di WhatsApp, khususnya mencari sesi CTWA. Ini memerlukan App ID Sozo (kemudian diberikan sebagai `bioil-pnm8j7hsqkuw2pt`) dan memeriksa ID saluran tertentu (4414 dan 4720).
Kesulitan awal muncul karena ketidaklengkapan data ads tracker dan kebutuhan untuk menentukan saluran yang benar dalam riwayat sesi percakapan.
Created by: saadah
Created at: 2025-02-15T14:10:17.769Z
Question Summary: How to delete a user in Qiscus Chat SDK (App ID:
`qchatsdk–k5ozgnefrkv`)? The client wants to test the feature before full implementation.
Answer Summary: The process for deleting a user in Qiscus Chat SDK requires further information to provide a precise answer. Additional details like the specific user IDs or more context are needed.
Question and Answer Format:
Q: Halo Client, terima kasih sudah menghubungi kami. Saya mengerti Anda ingin mengetahui mekanisme penghapusan pengguna di Qiscus Chat SDK dengan App ID
`qchatsdk–k5ozgnefrkv`. Untuk membantu saya memberikan informasi yang tepat, bisakah Anda memberikan detail lebih lanjut? Misalnya, ID pengguna yang ingin dihapus, atau langkah-langkah yang sudah Anda coba? Informasi tambahan akan sangat membantu.
A: Untuk menghapus pengguna di Qiscus Chat SDK, saya memerlukan informasi tambahan. Mohon berikan ID pengguna yang ingin dihapus agar saya dapat memberikan panduan yang tepat. Jika ada langkah-langkah yang sudah Anda coba dan menemui kendala, mohon sertakan juga informasi tersebut. Setelah mendapatkan informasi yang lengkap, saya dapat membantu Anda menyelesaikan masalah ini.
Created by: saadah
Created at: 2025-02-15T14:13:07.443Z
Question Summary: client requests a sample payload for lead capture (both ISO and non-ISO spare parts), unclear on lead source. Internal team discusses the lead’s origin (possibly CTWA), the existence of a sample ticket number (LeadReferenceID) from Qiscus, and the development status of the IAMI integration. There’s also confusion regarding ISO and non-ISO data definitions.
Question & Answer Format:
Q1: Can you provide a sample payload for lead capture, specifically for spare parts (both ISO and non-ISO)? The client, is unsure of the lead source.
A1: The provided example payload shows a potential structure:
“`json
{
“data”: [
{
“TicketType”: “03”,
“LeadReferenceId”: “WA219381940012”, “Channel”: “Whatsapp”,
“BranchCode”: “ZIR”, “OutletCode”: “ZIR03”,
“Program”: “Service Kilometer 1000”, “ContactPersonName”: “JOHN DOE”, “ContactPersonPhone”: “085709898767”,
“ContactPersonAddress”: “Jl. Agung Bar. 21 No.13 Blok B-17, RT.12/RW.10, Sunter Agung, Kec. Tj. Priok, Jkt Utara”,
“Title”: “2”,
“Email1”: “<mailto:M@yopmail.com|M@yopmail.com>”, “AreaCode”: “DKI1”,
“SourceCreatedAt”: “2024-05-27 08:30:00.000 +0700”,
“Notes”: “Customer mau melakukan service karena ada bunyi di kaki – kaki belakang.”, “VehicleVariantID”: ” b4346441-a4d9-41e0-aa92-05c1c4b50c9b”,
“VehicleVariant”: “Isuzu Elf NMR HD 5.8”,
“VehicleSeriesID”: ” b4346441-a4d9-41e0-aa92-05c1c4b9999″, “VehicleSeries”: “NLR”,
“RegistrationNo”: “B 8888 HUD”, “RequestPresentationAt”: null, “IDCardNo”: “18729471927100101”, “FrameNo”: “MGHJK0019381818121”,
“ConstructionYear”: “2024”,
“ServiceDate”: “2024-10-31”, “ServiceTime”: “2025-01-22T09:00:00.000”,
“ServiceType”: “Berkala”, “ServicePackage”: “KSG10000”,
“ServiceLocation”: ” Jl. Sungai Barito No.3a, RT.010/RW.1, Semper Bar, Kec. Cilincing, Jkt Utara, Daerah Khusus Ibukota Jakarta 14130, Indonesia”
}
]
}
“`
However, the distinction between ISO and non-ISO spare parts and the lead source remains unclear. Further information is needed from the client to accurately address their request.
Specifically, what constitutes “ISO” and “non-ISO” in this context, and what channels are the leads being captured from?
Q2: What is the status of the IAMI integration and where can we find a sample LeadReferenceID from Qiscus?
A2: The IAMI integration seems to be in a delivery phase (according to Slack thread link:
`https://qiscustech.slack.com/archives/C03Q0HN2J6M/p1738299695579849 |delivery`) and may not yet be in operation. A sample `LeadReferenceID` cannot be provided without further details and clarification from the client on the integration and lead capture process. The team should consult the relevant documentation and/or the development team for further information.
Created by: saadah
Created at: 2025-02-15T14:14:57.007Z
Question Summary: Inquiry about the specific Large Language Model (LLM) used by Qiscus’s Robolabs Chatbot and AI, specifically whether it utilizes GPT-4 or another version.
Answer Summary: Team confirms that the LLM used is potentially variable and may change. A link to the Robolabs changelog is provided, but it doesn’t definitively answer which LLM version is currently in use.
Question and Answer Format:
Q: Apakah LLM yang digunakan oleh Robolabs Chatbot dan AI Qiscus adalah GPT-4? Atau menggunakan versi LLM lainnya? (Is the LLM used by Qiscus’s Robolabs Chatbot and AI GPT-4? Or is it using another version of LLM?)
A: Iya, tapi ada kemungkinan berubah2 (Yes ma’am, but there’s a possibility it changes). [Link to changelog provided, but doesn’t explicitly state the current LLM version]
Created by: saadah
Created at: 2025-02-15T14:16:27.955Z
Question Summary: How is the Average Resolve Time (AVG) calculated in Qiscus Omnichannel when a conversation is handed over to another agent? Does the timer reset, or does it continue from the initial assignment? How does this differ from the calculation of First Response Time (FRT)?
Answer Summary: The AVG resolve time resets when a conversation is handed over to a new agent; the timer starts from the moment the second agent is assigned. For FRT, both agents receive an FRT; the calculation starts from when each agent joins the conversation and sends a message.
Question and Answer Format:
Q: Bagaimana perhitungan Average Resolve Time (AVG) di Qiscus Omnichannel jika percakapan dialihkan ke agen lain? Apakah penghitung waktu di-reset, atau terus berjalan dari penugasan awal? Bagaimana perbedaannya dengan perhitungan First Response Time (FRT)?
A: Perhitungan AVG resolve time di-reset ketika percakapan dialihkan ke agen lain; penghitung waktu dimulai dari saat agen kedua ditugaskan. Untuk FRT, kedua agen menerima FRT; perhitungan dimulai dari saat masing-masing agen bergabung dalam percakapan dan mengirim pesan.
Created by: saadah
Created at: 2025-02-15T14:17:35.531Z
Question Summary: a Qiscus client, reported a significant drop (90%) in their message delivery rate. The initial investigation revealed their primary App ID was disabled, but the issue persists. It’s unclear how Client calculated the delivery rate, what numbers were affected, and if they use multiple App IDs. The team needs to understand the discrepancy between Client report and Qiscus’s data.
Answer Summary: The issue stems from client using an undisclosed secondary App ID (`insrg-a711jyztumavjsn`) in addition to the initially reported one (`arbca-hho8nrvch5zogkg`). The team needs to gather more information from client : 1) which API endpoint they use for broadcasting, 2) how they calculate their success rate, and 3) the timeframe of the reported delivery rate drop. Once this information is obtained, Qiscus can compare it with their logs to identify the cause of the discrepancy. Preliminary data suggests a delivered and read rate of
approximately 89%, which isn’t necessarily indicative of a major problem. The Account Manager (AM) should be involved as they may be aware of the additional App ID.
Question and Answer Format:
Q: Client reported a 90% drop in their message delivery rate, but the initially identified App ID (`arbca-hho8nrvch5zogkg`) was disabled. They are still experiencing the issue. How can we resolve this discrepancy and determine the root cause? We are unsure of their calculation method and whether they use other App IDs.
A: The situation requires further investigation to clarify Client reporting and usage. We need to confirm the following with client:
- API Endpoint: Which Qiscus API endpoint are they using for their broadcasts? This will help us pinpoint the specific interaction and examine relevant logs.
- Success Rate Calculation: How exactly are they calculating their success rate (delivered, read, etc.)? Understanding their methodology is crucial to comparing their data with ours.
- Timeframe:* What is the precise timeframe of the reported 90% (and subsequent 80-70%) delivery rate drop? This allows for accurate comparison with our logs and analytics data.
Preliminary data suggests that the delivered and read rate is approximately 89%, which is not drastically low. However, this requires validation against client data and calculation method. It has also been discovered that client is using another App ID (`insrg-a711jyztumavjsn`), which was not previously known. The Account Manager (AM) should be involved to shed light on this and possibly other unknown details of client Qiscus usage. Once we have the answers to the three questions above, we can cross-reference their data with our logs and provide a more definitive answer.
Created by: saadah
Created at: 2025-02-15T14:21:51.738Z
Question Summary:
Client reported an issue with the `newMessageCallBack` function not working in a Qiscus Chat SDK implementation (AppId: `qchatsdk–k5ozgnefrkv`). Achmad Fathullah initially investigated and then reported success in logging in, suggesting the issue might be elsewhere.
Answer Summary:
Team successfully logged into the application using the provided App ID, indicating that the core authentication mechanism is functional. The problem with `newMessageCallBack` likely lies elsewhere in the client’s implementation, not with Qiscus’s authentication system. Further investigation by the client (Hana Fardilla) is needed to pinpoint the problem within their application’s code.
Question and Answer Format:
Q: Client reports that the `newMessageCallBack` function is not working in their Qiscus Chat SDK implementation (AppId: `qchatsdk–k5ozgnefrkv`). What is the likely cause and what steps should be taken next?**
A: Based on Achmad Fathullah’s successful login using the provided App ID
(`qchatsdk–k5ozgnefrkv`), the issue is *not* with Qiscus’s authentication system. The problem likely stems from an error within the client’s (Tribun’s) implementation of the
`newMessageCallBack` function itself, or a configuration issue within their application’s code that prevents the callback from firing correctly.
To troubleshoot, Client should:
- Review the client’s code: Carefully examine the implementation of `newMessageCallBack` and its integration with the rest of their application. Look for errors in the code, incorrect event handling, or missing dependencies.
- Check for relevant error logs: Look for any error messages or exceptions in their application’s logs that might provide clues about the issue.
- Verify the correct implementation: Ensure that the `newMessageCallBack` function is correctly registered and configured within the Qiscus Chat SDK integration. Refer to the Qiscus Chat SDK documentation for the correct usage and parameters.
- Test with a minimal example: Create a simple test application to isolate the problem. If the
`newMessageCallBack` works in a minimal example, the issue is likely in the client’s application logic or integration with other components.
- Provide more details: If the problem persists, provide additional information such as relevant code snippets, error logs, and steps to reproduce the issue. This will help in further debugging.
If the problem continues after these steps, contact Qiscus Support with the additional information for further assistance.
Created by: saadah
Created at: 2025-02-15T14:24:01.005Z
Pertanyaan:
Bisakah Google My Business (GMB) Reviews diintegrasikan ke dalam platform Qiscus Omnichannel? Apakah ada konektivitas langsung atau metode integrasi yang tersedia untuk menerima dan mengelola review GMB di dalam dashboard Qiscus?
Ringkasan Jawaban:
Integrasi langsung GMB Reviews ke Qiscus Omnichannel belum tersedia sebagai add-on di App Center. Meskipun secara teknis mungkin untuk menerima review melalui API jika Google menyediakannya, perlu konfirmasi lebih lanjut kepada tim TAM dan pengecekan ketersediaan API GMB Reviews karena ada informasi bahwa Google akan menghentikan layanan ini.
Format Tanya Jawab:
Pertanyaan: Untuk API GMB Reviews
https://developers.google.com/my-business/content/review-data , bisakah ini dihubungkan ke Platform Multichannels Qiscus (khususnya Omnichannel)? Bagaimana caranya?
Jawaban: Saat ini, belum ada add-on di App Center Qiscus untuk menghubungkan langsung GMB Reviews ke Omnichannel. Kemungkinan teknis integrasi ada jika Google menyediakan API yang sesuai, namun perlu konfirmasi lebih lanjut ke tim TAM. Perlu diperhatikan juga informasi yang menyebutkan Google akan menghentikan layanan GMB ini, sehingga perlu dipertimbangkan langkah selanjutnya.
Created by: saadah
Created at: 2025-02-15T14:25:24.729Z
Question Summary:* Can Qiscus credit be hidden?
Answer Summary: Currently, hiding Qiscus credit is not possible; it’s only planned for self-top-up functionality.
Created by: saadah
Created at: 2025-02-15T14:25:50.260Z
Question Summary:Client inquired about the Instagram DM integration, questioning whether it should connect to an Instagram business page instead of a personal account. There was subsequent confusion and correction from Hana indicating a mistake on their part.
Answer Summary: The initial question regarding connecting Instagram DMs to a business page rather than a personal account for Qiscus Omnichannel integration was clarified by Hana as a mistake.
Question and Answer Format:
Q: Apakah integrasi Instagram DM di Qiscus Omnichannel seharusnya terhubung ke halaman bisnis Instagram, bukan akun pribadi?
A: Pertanyaan awal mengenai integrasi Instagram DM yang seharusnya terhubung ke halaman bisnis Instagram, bukan akun pribadi, telah diklarifikasi oleh Hana sebagai kesalahan.
Created by: saadah
Created at: 2025-02-15T14:27:54.642Z
Question Summary: Can auto-resolution be implemented even when an agent is already involved, and does this require development work, even if the feature is currently active?
Answer Summary: The question requires clarification. The ability to auto-resolve tickets even with agent involvement depends on the specific configuration and implementation of Qiscus’s features. Further information is needed to determine if development is necessary.
Question and Answer Format:
Q: Kalau mau auto resolve meskipun sudah ada agent itu memang harus development ya team? Meskipun ini aktif ya team?
A: Hai Client! Terima kasih atas pertanyaanmu. Untuk memastikan apakah perlu pengembangan atau tidak agar fitur auto-resolve tetap berjalan meskipun sudah ada agen yang terlibat, saya perlu informasi tambahan. Bisakah kamu memberikan detail lebih lanjut, seperti:
Nama Klien: Siapa klien yang mengalami hal ini? App ID: Berapa App ID klien tersebut?
Deskripsi Masalah: Bisa jelaskan lebih detail bagaimana proses auto-resolve dan keterlibatan agen terjadi?
Langkah-langkah Reproduksi: Apa langkah-langkah yang dilakukan hingga terjadi situasi ini? Screenshot/Video (jika ada): Bukti visual akan sangat membantu.
Dengan informasi yang lebih lengkap, saya dapat memberikan jawaban yang lebih akurat. Jika informasi ini sulit didapatkan, saya akan meneruskan pertanyaan ini ke tim Support untuk penanganan lebih lanjut.
Created by: saadah
Created at: 2025-02-15T14:29:35.049Z
Question Summary: Client reported an inability to create a new channel widget.
Answer Summary: The issue needs further investigation. More information is required to diagnose the problem.
Question & Answer Format:
Q: Tidak bisa bikin channel widget baru, issue kah?
A: terima kasih telah melaporkan masalah ini. Untuk dapat membantu menyelesaikan masalah ini, saya memerlukan informasi tambahan. Bisakah client memberikan detail berikut:
Nama Klien: (Client Name) App ID: (App ID)
Langkah-langkah yang telah Mbak lakukan: (Steps you have taken)
Pesan kesalahan yang muncul (jika ada): (Error message displayed, if any) Waktu kejadian: (Time of occurrence)
Screenshot atau video: (Screenshots or videos, if possible)
Informasi ini akan sangat membantu saya dalam mendiagnosis masalah dan memberikan solusi yang tepat. Jika informasi di atas sudah tersedia, mohon untuk segera dibagikan. Jika tidak, saya akan meneruskan pertanyaan ini ke tim Support untuk penanganan lebih lanjut.
Created by: saadah
Created at: 2025-02-15T14:34:12.815Z
Summary of Questions:
The internal team is facing issues with reconnecting an Instagram account and migrating Instagram comments to Qiscus Omnichannel. The client (MTI) is unclear about their Facebook page setup, making troubleshooting difficult. They need assistance with a meeting with the client and clarification on whether an expired Instagram DM token affects Instagram comment integration. Additionally, there’s a question about connecting one Instagram page to another through Qiscus, and whether access to the Instagram account is actually an admin level access.
Question & Answer Format:
Question 1: Regarding the Instagram reconnection and comment migration issue with client MTI, what is the next step given the client’s lack of clarity regarding their Facebook page setup? Should a meeting be scheduled, and if so, can someone from the team join?
Answer 1: Team is available before Asr (afternoon prayer) to assist with the meeting. A meeting link has been shared (`https://meet.google.com/ihc-zajk-nko?authuser=0 `). The team should proceed with the meeting to clarify the client’s Facebook page setup and resolve the reconnection issue.
Question 2: If the Instagram DM token expires, does it automatically affect the import of Instagram comments into Qiscus Omnichannel? Does reconnecting only require
re-authentication for the DM channel?
Answer 2: This question is not explicitly answered in the provided conversation. Further investigation is needed to determine the relationship between DM token expiration and comment import. Deva Agus P suggests trying to connect the IG to the FB page via the IG app.
Question 3: Is it possible to connect one Instagram page to another (Page A to Page B) using Qiscus Omnichannel?
Answer 3: No. Connecting one Instagram page to another directly through Qiscus is not possible. Each page needs to be connected separately.
Question 4: What is the status of the access level to the Instagram account being used? Is it an admin-level access?
Answer 4: The access level is not an admin level. Team explicitly states “Aksesnya bukan admin ya itu”.
Question 5: What is the nature of the problem described in
`https://qiscustech.slack.com/archives/C04S200K8Q7/p1739501188583749?thread_ts=173936 3438.218869&cid=C04S200K8Q7 `?
Answer 5: The provided Slack link details a problem related to access, but the specifics are not detailed in the provided context. Further investigation is needed by reviewing the linked Slack conversation. A linked account from MTI was recently shared.
Created by: saadah
Created at: 2025-02-15T14:35:05.656Z
Question Summary: Client investigating “failed sending message” errors in Qiscus Omnichannel, comparing it to a previous BSP (Business Service Provider) used by a client. Neither team can find the error details in Loki or the failed message logs. They are unsure where to find the information and whether to escalate the issue further.
Answer Summary: The provided conversation doesn’t contain a definitive answer to where the “failed sending message” error details can be found. The team is unable to locate the error in Loki or the failed message logs. The suggestion is to escalate the issue to the PQF (presumably a higher support team).
Question and Answer Format:
Q: Where can we find detailed information about the “failed sending message” errors experienced by a client using Qiscus Omnichannel, as they are comparing Qiscus to a previous BSP where such errors were not encountered? The error is not showing up in Loki or the standard failed message logs.
A: Based on the conversation, the error details regarding the “failed sending message” are not found in Loki or the standard failed message logs. The team has not yet identified the root cause. Escalating the issue to the PQF (presumably a higher support team) is suggested as the next step. Additional information, such as the client’s name, App ID, timestamps of failed messages, and screenshots, if available, would help in troubleshooting.
Created by: saadah
Created at: 2025-02-15T14:38:47.285Z
Question Summary: Team are troubleshooting video call functionality issues on the Client staging app (`wqwbm-5usyeifhin0rz6u`). The video call feature isn’t working, potentially due to deactivated services on the staging environment. They investigate server statuses and attempt to resolve the issue, but ultimately decide to postpone further troubleshooting until Monday.
Question and Answer Format
Q: What is the problem reported by team regarding the client staging app with App ID
`wqwbm-5usyeifhin0rz6u`?
A: Team reports that video calls are not working on the client staging app. They suspect this is related to services being deactivated on the staging environment, which typically shuts down at 5 PM.
Q: What steps did team take to troubleshoot the issue?
A: team investigated and reactivated several suspected servers
(`erha-agora-staging`,`erha-form, erha-form-worker, qismo-agora-erha-staging`) related to the video call functionality. They tested the functionality after restarting these servers. Team also tried creating a new chat room. However, they found the database was empty and encountered login issues even with a customer-facing link.
Q: What was the outcome of their troubleshooting efforts?
A: Despite their efforts, the video call issue remained unresolved on Friday. They decided to postpone further troubleshooting until Monday due to the complexity of the problem (requiring the Agora app ID for a potential reset) and the empty staging database. The link worked, but required logins despite being intended for customers.
Q: What is the next course of action?
A: Further troubleshooting and potential resolution of the issue will be addressed on Monday. The Agora app ID will likely be needed for a proper setup or reset.
Created by: saadah
Created at: 2025-02-16T14:59:30.209Z
Question Summary: Qiscus Omnichannel’s Google Review channel repeatedly failed to send messages from February 12th for a client, Dermies. The inquiry asks about the cause and whether recent product updates are implicated. Log data is provided via a link.
Answer Summary: Requires investigation. Needs more information to determine the root cause. Will need to request specific details like Dermies’ App ID, exact timestamps of failed messages, and more details from the provided log link to properly diagnose the issue.
Question and Answer Format:
Q: Pada tanggal 12 Februari 2025, layanan Dermies mengalami kegagalan pengiriman pesan berulang ke channel Google Review di Qiscus Omnichannel. Apakah ada pembaruan produk baru-baru ini yang mungkin menyebabkan masalah ini? (Link log terlampir).
A: Terima kasih atas laporannya, Yoga Setiawan. Untuk dapat mendiagnosis masalah pengiriman pesan yang dialami Dermies ke channel Google Review pada tanggal 12 Februari 2025, saya memerlukan informasi tambahan. Mohon berikan detail berikut:
- App ID Dermies: ID aplikasi Dermies di Qiscus Omnichannel.
- Timestamp yang spesifik: Waktu dan tanggal spesifik dari beberapa kegagalan pengiriman pesan. Semakin detail, semakin baik.
- Detail lebih lanjut dari log: Saya perlu memahami isi log yang Anda berikan. Mohon berikan ringkasan atau poin-poin penting dari log tersebut yang menunjukkan penyebab kegagalan. Akses langsung ke log mungkin dibutuhkan untuk analisa yang lebih mendalam.
- Contoh pesan yang gagal terkirim: Jika memungkinkan, mohon berikan contoh pesan yang gagal terkirim.
Setelah menerima informasi ini, saya akan dapat membantu menyelidiki masalah ini lebih lanjut. Jika diperlukan, saya akan meneruskan pertanyaan ini ke tim Support untuk penanganan lebih lanjut.
Created by: saadah
Created at: 2025-02-16T15:00:58.996Z
Pertanyaan Ringkasan: Auto reply setelah pemesanan di Klamby melalui WhatsApp Catalog tidak muncul. Harusnya ada auto reply yang mengarahkan ke link untuk melengkapi data pesanan. Apakah masalah ini disebabkan oleh perubahan webhook bot dari Qiscus Shop ke Robolabs, dan bagaimana solusinya?
Jawaban Ringkasan: Masalah disebabkan oleh perubahan konfigurasi webhook bot dari Qiscus Shop ke Robolabs, yang menyebabkan hilangnya auto reply. Solusi yang disarankan adalah mengembalikan konfigurasi webhook bot ke Qiscus Shop.
Pertanyaan & Jawaban:
Pertanyaan: Uswatun Hasanah melaporkan bahwa auto reply yang seharusnya muncul setelah selesai melakukan pemesanan di Klamby melalui WhatsApp Catalog tidak muncul. Ia menginformasikan bahwa seharusnya ada auto reply yang mengarahkan ke link untuk melengkapi data pesanan. Yoga Setiawan menduga masalah ini berkaitan dengan perubahan webhook bot dari Qiscus Shop ke Robolabs, dan mencatat bahwa Robolabs tidak memiliki fallback. Apakah analisis Yoga Setiawan sudah tepat? Jika ya, bagaimana solusinya? Apakah mengaktifkan BOT integration dapat menyelesaikan masalah ini? Apa langkah selanjutnya untuk memperbaiki masalah ini?
Jawaban: Analisis Yoga Setiawan tepat. Masalah auto reply yang tidak muncul setelah pemesanan di Klamby melalui WhatsApp Catalog disebabkan oleh perubahan konfigurasi webhook bot dari Qiscus Shop ke Robolabs tanpa fallback yang tepat. Mengaktifkan BOT integration saja kemungkinan tidak cukup karena masalah utamanya terletak pada konfigurasi webhook.
Solusi yang disarankan adalah mengembalikan konfigurasi webhook bot Klamby ke Qiscus Shop. Yoga Setiawan telah mencatat perubahan webhook terakhir terjadi tanggal 13 Februari 2025, dari Qiscus Shop ke Robolabs. Untuk memastikan, perlu dicek kembali konfigurasi webhook dan dikembalikan ke Qiscus Shop. Informasi tambahan seperti App ID dan Room ID (yang sudah diberikan oleh Uswatun Hasanah) akan membantu dalam investigasi lebih lanjut. Konfirmasi juga diperlukan apakah auto reply ini memang berasal dari integrasi WhatsApp Catalog.
Created by: saadah
Created at: 2025-02-16T15:02:23.595Z
Question Summary: The webhook for the bot, previously directed to Qiscus Shop, has been redirected to Robolabs, but Robolabs lacks a fallback mechanism. This change caused the webhook to stop sending data to Qiscus Shop. The user suspects someone activated Robolabs, causing this issue. Testing with a webhooksite also yielded no results.
Answer Summary: The issue is that the webhook is now pointing to Robolabs, which doesn’t have a fallback to Qiscus Shop. This needs investigation to determine why the redirect happened and how to restore the original functionality or implement a proper fallback within Robolabs. Further information is needed, such as the specific bot’s configuration, the Robolabs intent details, and the webhook URL used.
Question and Answer Format:
Question: Setauku dulu klamby webhook bot nya ngarah langsung ke qiscus shop, tapi sekarang ke replace jadi ke robolabs dan di tambah intent robolabs mereka ngak ada fallback
nya. Jadi ini ada yg ngaktifin robolabs dan nyebapin webhook nya ngak ngarah ke qiscus shop lagi. Bot nya dipasang endpoint qiscus shop mba, kemarin aku coba pake yg webhooksite itu jg g ada masuk apa2. Bisa bantu cek kenapa webhook bot sekarang ngarah ke Robolabs dan bagaimana cara mengembalikannya ke Qiscus Shop atau menambahkan fallback?
Answer: Terlihat ada perubahan konfigurasi webhook bot yang sebelumnya terarah ke Qiscus Shop kini dialihkan ke Robolabs tanpa fallback. Untuk memastikan penyebab dan solusi, saya perlu informasi tambahan:
- Nama Klien/App ID: Untuk mengidentifikasi bot dan konfigurasinya.
- Detail konfigurasi webhook bot: URL webhook, metode (POST/GET), dan payload yang dikirim.
- Detail intent Robolabs: Deskripsi intent yang digunakan dan konfigurasinya.
- Screenshot/Log: Screenshot konfigurasi webhook dan log error (jika ada).
Setelah mendapatkan informasi ini, saya akan dapat membantu mendiagnosis masalah dan mencari solusi, entah itu mengembalikan webhook ke Qiscus Shop atau menambahkan fallback yang tepat di Robolabs. Jika diperlukan, saya akan meneruskan kasus ini ke tim Support untuk analisis lebih lanjut.
Created by: saadah
Created at: 2025-02-18T08:03:09.091Z
Question Summary: WhatsApp connection timeout error; troubleshooting steps taken included checking cURL requests, examining failed message logs, and considering server-side issues (Meta/WhatsApp server load or client-side configuration). The core question is whether there are suggestions for handling response time issues from WhatsApp’s API.
Answer Summary: The issue appears to be intermittent, likely due to high load on Meta’s servers. The existing cURL setup is deemed sufficient, and no specific suggestions for adjusting response time handling within the Qiscus webhook setup are provided beyond acknowledging the possibility of server-side delays.
Question and Answer Format:
Q: Tim, saat koneksi ke server WhatsApp mengalami timeout, bagaimana cara mendiagnosis masalahnya? Langkah-langkah yang sudah dilakukan meliputi pengecekan cURL request, pengecekan log pesan gagal, dan pertimbangan kemungkinan masalah di sisi server (server Meta/WhatsApp atau konfigurasi klien). Apakah ada saran terkait pengaturan waktu respons dari permintaan API WhatsApp untuk mencegah atau menangani timeout ini?
A: Berdasarkan informasi yang ada, timeout koneksi ke server WhatsApp tampaknya bersifat intermiten dan mungkin disebabkan oleh beban tinggi pada server Meta. Pengecekan cURL yang sudah dilakukan menunjukkan bahwa konfigurasi di sisi klien (penggunaan cURL) sudah cukup memadai. Tidak ada saran khusus terkait pengaturan waktu respons dalam konfigurasi webhook Qiscus selain mempertimbangkan kemungkinan keterlambatan respons dari server Meta. Jika masalah ini berulang secara konsisten, perlu investigasi lebih lanjut untuk memastikan apakah ada masalah di konfigurasi klien atau masalah yang berkelanjutan di sisi server Meta.
Created by: saadah
Created at: 2025-02-18T08:04:25.339Z
Question Summary: Team are troubleshooting webhook extender issues for Time and Sentralwatch, two clients using Qiscus Omnichannel. They initially try enabling the extender directly, then explore whether a request via App Center is needed. Subsequently, errors related to the Ads Tracker emerge after enabling the webhook extender, leading to discussions about reintegration and the specifics of Facebook Ads integration with Qiscus. The conversation focuses on identifying the root cause of the errors, determining whether reintegration is necessary, and clarifying the process of integrating multiple Facebook Ads accounts and pages.
Answer Summary: The webhook extender was successfully enabled for both clients by Team. However, subsequent errors in the Ads Tracker arose, requiring further investigation. Yoga Setiawan assists Hana, suggesting a reintegration for the Ads Tracker to resolve the “failed open session” error. They discuss the process of integrating Facebook Ads accounts and pages, clarifying that reintegration doesn’t require resetting the webhook settings. The issue is
likely related to how Facebook Ads accounts and pages are selected during integration, emphasizing the importance of selecting “all” to avoid missing leads. The final resolution involves ensuring all relevant Facebook Ads accounts and pages are selected during the integration process to prevent errors.
Q&A Format:
Q1: How was the webhook extender enabled for Time and Sentralwatch, and what issues arose afterward?
A1: Team enabled the webhook extender directly for both Time (`plzpo-lm6hpccx0f7bcke`) and Sentralwatch (`spjcb-vyypuvfyie84fzr`). Afterwards, errors appeared in the Ads Tracker, specifically a “failed open session” error after replying to chats from CTWA (likely
Click-to-WhatsApp).
Q2: What was the suggested solution for the Ads Tracker errors, and what considerations were involved?
A2: Reintegration of the Ads Tracker was suggested by Team to resolve the errors. Discussions ensued regarding the process of integrating multiple Facebook Ads accounts and pages, emphasizing the importance of selecting all accounts and pages to ensure complete data capture and avoid missing leads. They confirmed that reintegration does not require resetting the webhook settings. There was also a clarification that Facebook Ads accounts and pages are distinct entities and must be correctly identified during integration.
Q3: What was the final resolution or next steps for resolving the issue?
A3: The final recommendation was to carefully review and ensure that *all* relevant Facebook Ads accounts and pages are selected during the integration process to prevent errors and ensure all leads are captured. If problems persist, further assistance from the PQF (Product Quality Feedback) team was suggested.
Created by: saadah
Created at: 2025-02-18T08:12:52.125Z
Question Summary: Team encountered an error (“`buttons: Button at index 0 of type copy_code requires a non-empty parameter coupon_code`”) while attempting to send a WhatsApp coupon code using Qiscus Omnichannel’s API. She provided a code snippet showing her attempt and sought assistance. Yoga Setiawan suggested referencing Facebook’s WhatsApp Business API documentation for correct payload structure.
Answer Summary: The error stemmed from an incorrect payload structure in the `parameters` section of the button component. The `coupon_code` parameter needed to be explicitly defined as `{ “type”: “coupon_code”, “coupon_code”: “YOUR_CODE” }` instead of just `{ “type”: “text”, “text”: “YOUR_CODE” }`. The solution involved correcting the JSON payload to use the
`coupon_code` type parameter correctly.
Question and Answer Format:
Q: While using the Qiscus Omnichannel API to send a WhatsApp message with a copyable coupon code button, I received the error: `”buttons: Button at index 0 of type copy_code requires a non-empty parameter coupon_code”`. My API call uses the following payload:
“`curl –location
‘<https://multichannel.qiscus.com/whatsapp/v1/ramo-29lun8b1ulepsaio/778/messages>’ \
–header ‘Qiscus-App-Id: ramo-29lun8b1ulepsaio’ \
–header ‘Qiscus-Secret-Key: f236cf12ed15e9a1eecac25e85d55fb2’ \
–header ‘Content-Type: application/json’ \
–data ‘{
“to”: “6287886393106”,
“type”: “template”, “template”: {
“namespace”: “6616bb93_d895_41e7_8bbe_2c528219e56e”, “name”: “testvoucher”,
“language”: {
“policy”: “deterministic”, “code”: “en”
},
“components”: [
{
“type”: “body”, “parameters”: [
{
“type”: “text”,
“text”: “Anne”
}
]
},
{
“type”: “button”,
“sub_type”: “COPY_CODE”, “index”: 0,
“parameters”: [
{
“type”: “text”,
“text”: “GDHDFT”
}
]
}
]
}
}“`
How can I correct this error to successfully send the coupon code?
A: The error message indicates that the `coupon_code` parameter within the button component’s `parameters` array is incorrectly formatted. The WhatsApp Business API requires the `coupon_code` parameter to be specified with the `type` as `”coupon_code”` and the actual code within the `”coupon_code”` key.
To fix this, modify the button component’s `parameters` as follows:
“`json
{
“type”: “button”, “sub_type”: “copy_code”, “index”: 0,
“parameters”: [
{
]
}
“`
“type”: “coupon_code”, “coupon_code”: “GDHDFT”
}
Replace `”GDHDFT”` with your actual coupon code. This corrected JSON structure will correctly define the `coupon_code` parameter, resolving the error and allowing the WhatsApp message with the copyable coupon code to be sent successfully. Remember to consult the Facebook WhatsApp Business API documentation for the most up-to-date specifications on message template structures.
Created at: 2025-02-18T08:14:26.703Z
Question Summary: Kredivo needs to send a large volume (250,000 messages) of broadcast messages daily at a specific time (8 AM). Their current system, which only allows one API call at a time, causes significant delays (until 10 AM), impacting timely delivery and user response times. They’re asking if Qiscus’s broadcast API can handle parallel API calls to improve speed and prevent rate limiting issues.
Answer Summary: The initial response from the Support bot indicates the request will be processed. A subsequent response from Deva Agus P suggests that parallel processing for broadcast messages is not currently supported and proposes pausing the sending system instead. Hana Fardilla requests confirmation from the Product team regarding Kredivo’s needs.
Question and Answer Format:
Q: Can Qiscus’s broadcast API handle multiple parallel API calls for sending broadcast messages to avoid rate limiting and ensure timely delivery of a large volume (approximately 250,000 messages daily) of messages?
A: The initial response from the Support bot was that the request would be processed. However, Deva Agus P indicated that parallel processing for broadcast messages is not currently a supported feature. An alternative solution of pausing the sending system was suggested. Further clarification and confirmation are being sought from the Product team.
Created by: saadah
Created at: 2025-03-01T00:59:58.253Z
Summary of Question:
Uswatun Hasanah inquired about an error 400 encountered during the process of creating a ticket from a custom button, which directed to a specific API link. The question was whether the team could check the cause of the error.
Answer Summary:
Taufik Budi suggested checking the outgoing log to see the server’s response, which indicated that the error was due to a missing required argument “contactEmail.” He advised confirming this with the server’s team or checking the analytics for outgoing logs.
Question and Answer Format:
Q: Selamat siang team, mau bertanya, kalau dari proses create ticket dari custom button terus kena error 400, linknya ngarah kesini:
https://api-uat-panela.assist.id/api/Tickets/addFromCustomer . Dari kita bisa ngecek ngga ya team, errornya itu kenapa?
A: Bisa cek di outgoing log ini…response dr server assisnya ngasih apa… Dari outgoing log dapet ini: 400,”name”:”Error”,”message”:”contactEmail is a required argument”,”stack”:”Error: contactEmail is a required”. Nah, tinggal di confirm ke mereka, itu kan servernya mereka sendiri…errornya seperti yg di atas… atau misal mereka pengen ngecek sndiri, bisa di lihat di analitik, cari yg outgoing log…
Created by: saadah
Created at: 2025-03-01T01:00:49.556Z
Q&A Format:
Q: A Qiscus bot is failing to assign incoming chats to agents. Agents are online, the correct division and channel are assigned, and Loki logs show no apparent errors. What could be causing this issue?
A: Based on the investigation by Deva Agus P, the problem stemmed from an unhandled intent error triggered by the input “4”. This specific intent was not configured in the agent handover settings, preventing the bot from assigning the chat. The issue was resolved after addressing this misconfiguration.
Created by: saadah
Created at: 2025-03-01T01:02:14.237Z
Question Summary:
Hana Fardilla reported a “ghost room” issue where a message appears in Qiscus Omnichannel (OC) but not in the third-party platforms like Facebook or other integrations. The message is
identified as a scam, and Bank MAS confirmed they did not delete any messages. Rijalul Fikri suggested it might be related to a database spike, but further investigation is needed to confirm why the message wasn’t sent to third-party platforms.
Answer Summary:
The issue of the “ghost room” where a message appears in Qiscus OC but not in third-party platforms might be due to a database spike. Further investigation is needed to confirm this and to understand why the message wasn’t sent to third-party platforms. Hana Fardilla is advised to use PQF for confirmation and to check other logs for more information.
Question and Answer Format:
Q: Hana Fardilla melaporkan adanya “ghost room” di mana pesan muncul di Qiscus Omnichannel tetapi tidak di platform pihak ketiga seperti Facebook. Pesan tersebut diidentifikasi sebagai scam, dan Bank MAS mengonfirmasi bahwa mereka tidak menghapus pesan apapun. Apa penyebabnya dan bagaimana cara mengatasinya?
A: Masalah “ghost room” di mana pesan muncul di Qiscus OC tetapi tidak di platform pihak ketiga mungkin disebabkan oleh lonjakan database. Diperlukan investigasi lebih lanjut untuk mengonfirmasi hal ini dan memahami mengapa pesan tidak dikirim ke platform pihak ketiga. Hana Fardilla disarankan untuk menggunakan PQF untuk konfirmasi dan memeriksa log lain untuk informasi lebih lanjut.
Created by: saadah
Created at: 2025-03-01T01:03:10.654Z
Summary of Question:
Hana Fardilla from Sentralwatch reported an issue where an agent is unable to access the Qiscus Omnichannel login page using the provided link, despite using the office laptop and internal network. The issue seems to be isolated to one agent who hasn’t logged in yet. The team is considering whether the problem might be related to the device or network settings.
Answer Summary:
The issue appears to be specific to one agent’s device. Deva Agus P suggested that the problem might be related to the device itself and recommended checking with the SRE team to see if they can track the issue, possibly by examining the IP address.
Question and Answer Format:
Q: Hana Fardilla dari Sentralwatch melaporkan bahwa seorang agen tidak dapat mengakses halaman login Qiscus Omnichannel menggunakan link yang diberikan, meskipun sudah menggunakan laptop kantor dan jaringan internal. Masalah ini tampaknya hanya terjadi pada satu agen yang belum login. Apa yang bisa dilakukan untuk mengatasi masalah ini?
A: Masalah ini tampaknya spesifik pada perangkat agen tersebut. Deva Agus P menyarankan bahwa masalah ini mungkin terkait dengan perangkat itu sendiri dan merekomendasikan untuk memeriksa dengan tim SRE apakah mereka dapat melacak masalah ini, mungkin dengan memeriksa alamat IP.
Created by: saadah
Created at: 2025-03-01T07:29:19.782Z
Question Summary: Client reported receiving numerous HTTP 400 errors when sending inbound webhooks to Qiscus between midnight and 1 AM. Outbound webhooks were unaffected. While the input parameters were supposedly consistent, the errors ceased after 1 AM. Rijalul Fikri suggested the issue stemmed from incorrect parameters in the webhook request, but Hana stated that the parameters remained unchanged.
Answer Summary: Team initially suspected incorrect parameters in the webhook requests as the cause of the HTTP 400 errors. However, given the intermittent nature of the errors (occurring only between midnight and 1 AM and ceasing thereafter, despite unchanged parameters), and the lack of any Qiscus-side changes during that period, Rijalul suggested escalating the issue as a potential problem with the third-party platform (Meta, likely due to the mention of WhatsApp) rather than a Qiscus issue.
Question and Answer Format:
Q: Between midnight and 1 AM on February 19th, 2025, numerous HTTP 400 errors were received when sending inbound webhooks to Qiscus. Outbound webhooks functioned correctly. The input parameters were reportedly consistent throughout. After 1 AM, the errors stopped. Is this likely a Qiscus issue, a problem with the webhook sender’s configuration, or something else? Provide reasoning.
A: The intermittent nature of the HTTP 400 errors (occurring only between midnight and 1 AM, then ceasing despite consistent input parameters) points towards an external factor rather than a problem within Qiscus itself. Since outbound webhooks functioned normally, and there were no reported changes on the Qiscus side during that time, the most probable cause is an issue with the third-party platform receiving the webhooks (likely Meta/WhatsApp, given the context). The suggestion to raise a Priority Queue Flag (PQF) is appropriate to further investigate this possibility. A thorough review of the webhook request parameters at the time of the errors would still be beneficial, but the circumstantial evidence strongly suggests an external cause.
Created by: saadah
Created at: 2025-03-01T07:31:21.983Z
Question Summary: Internal team members Hana Fardilla and Uswatun Hasanah requested the login link for BRIlife’s broadcast log access, reporting errors preventing access. Andrianto Nur Anggoro provided the link twice.
Answer Summary: Andrianto Nur Anggoro successfully resolved the issue by providing the necessary login link twice, resolving the access problem reported by Hana Fardilla and Uswatun Hasanah.
Q&A Format:
Q1: What was the issue reported by Hana Fardilla and Uswatun Hasanah regarding BRIlife? A1: They reported being unable to access the BRIlife broadcast log due to errors.
Q2: What was the solution provided by Andrianto Nur Anggoro? A2: He provided a login link:
`https://multichannel-indonesia.qiscus.com/api/v1/token_auth/admin?qismo_token=QEXp5fmpC IodfM4n8zC3pRjABPGV6BlrBfqTuXdLkcf ` (first instance) and
`https://multichannel-indonesia.qiscus.com/api/v1/token_auth/admin?qismo_token=QEXdsdIy01 0OiRmvl9rNpLubNM1TciARRI2b182ds7k ` (second instance). This link resolved the access issue.
Q3: Did the solution resolve the reported problem?
A3: Yes, both Hana Fardilla and Uswatun Hasanah confirmed that the provided link resolved the error.
Created by: saadah
Created at: 2025-03-01T07:33:19.581Z
Question Summary: A request from the Metranet WAG to terminate their WhatsApp Business API (WABA) connection on February 20, 2025, at 00:01. The request includes the display name, phone number, WABA ID, and App ID.
Answer Summary: The Support team acknowledged the request and will process it.
Created by: saadah
Created at: 2025-03-01T07:35:56.693Z
Question Summary: Client inquired about the agent availability tool’s limitations, specifically whether there’s a row limit when filtering by agent name. Agent Justin’s name wasn’t appearing in the filtered results, despite being present in the raw data, and this coincided with Justin having the lowest chat assignments. Hana was concerned that the tool might not accurately reflect Justin’s online status.
Answer Summary: Team initially suggested using Ctrl+F to search. He then explained that the filtering process happens client-side (in the browser), not on the server. Therefore, with large datasets, the filtering might take time. Hana subsequently confirmed the issue resolved itself.
Question and Answer Format:
Q: Apakah ada batasan jumlah baris pada tool ketersediaan agen jika difilter berdasarkan nama agen? Nama agen Justin tidak muncul meskipun ada di data mentah, dan bertepatan dengan agen ini memiliki assignment chat terendah. Apakah mungkin tool ini tidak menampilkan status online agen secara akurat?
A: Coba tekan Ctrl+F untuk mencari. Proses filtering terjadi di sisi klien (browser), bukan di server. Jadi, jika data banyak, mungkin butuh waktu untuk menampilkan hasilnya.
Created at: 2025-03-01T07:38:04.834Z
Question Summary: Client is experiencing issues accessing customer data. Customers appear in Analytics but not in the Customer menu. Additionally, agents can’t access complete chat history for customers unless they personally resolved the chat. The issue seems related to data visibility within the Qiscus CDP and Customer menu, possibly due to limitations in search functionality or access permissions based on which agent resolved the chat.
Answer Summary: The issue was escalated to the Product team (PQF). While the team investigated, it was determined that the CDP search might only display the top 20 results. Also, accessing complete chat history requires the agent to have handled the specific chat room.
There is no single solution besides escalating the issue, as the problem is likely related to underlying limitations within the system and not a simple fix.
Question and Answer Format:
Q: Our agent, Client, reports that customer data visible in Analytics is not appearing in the Customer menu. Furthermore, agents can only view chat history for conversations *they* resolved. How can we resolve this issue of data accessibility within Qiscus CDP and the Customer menu?
A: The issue reported by Client regarding the inconsistency between Analytics data and the Customer menu, along with limited chat history access based on which agent resolved the conversation, has been escalated to the Product Quality Feedback (PQF) team for investigation and resolution. Preliminary findings suggest that the Customer menu search may only return the top 20 results, and access to chat history is restricted to the agent who resolved the specific chat. A definitive solution requires further investigation and potential system adjustments by the Product team. There’s no immediate workaround other than reporting the issue through the proper channels (like PQF) to enable the team to investigate and implement a fix.
Created by: saadah
Created at: 2025-03-01T07:39:25.303Z
Question Summary: Client encountered an error while accepting Google Cloud Platform (GCP) terms and conditions, preventing her from creating a project. The error message indicated “not accept”. The team tried different email addresses and approaches, ultimately resolving the issue by creating the project directly through Dialogflow instead of via the GCP console.
Answer Summary: The problem stemmed from attempting to accept the Terms and Conditions through the general GCP console rather than the specific Dialogflow console where the project creation and T&C acceptance should occur. Creating the project directly within Dialogflow resolved the error.
Question and Answer Format:
Q: Client reported an error (“not accept”) when trying to accept GCP Terms and Conditions via the link `https://console.cloud.google.com/ ` to create a project. Attempts using different email addresses (@gmail.com instead of Google Workspace) failed. What was the solution?
A: The issue was resolved by directing Hana to create the project directly through the Dialogflow console (`https://dialogflow.cloud.google.com/ `). The Terms and Conditions acceptance should be done within the Dialogflow platform, not the general GCP console. Creating the project and accepting the T&C directly from Dialogflow bypassed the error.
Created by: saadah
Created at: 2025-03-01T07:40:48.487Z
Question Summary: Client and her team encountered an issue with activating interactive CSAT, seemingly related to a webhook extender and its interaction with WhatsApp. The issue involved a potentially conflicting webhook (“mark as resolve”) and the sandbox environment.
Answer Summary: The problem stemmed from a pre-existing “mark as resolve” webhook already in use, which was not clearly indicated in the UI. Yoga deactivated this webhook temporarily, allowing the interactive CSAT to function. He then re-enabled the webhook after CSAT was working. The solution involved manual intervention and API interaction rather than simply enabling the interactive CSAT feature. There was also a discussion regarding the impact on WhatsApp flow and catalog features.
Question and Answer Format:
Q: During a meeting with Human Initiative (HI), a problem arose when attempting to activate the interactive CSAT feature within Qiscus Omnichannel. The team suspected a conflict with the webhook extender. What was the root cause of the issue, and how was it resolved?
A: The root cause was a pre-existing webhook for “mark as resolve” that was already in use, conflicting with the interactive CSAT activation. The UI did not clearly indicate which webhooks were active, leading to confusion. The issue was resolved by Yoga Setiawan manually deactivating the “mark as resolve” webhook via the API
(`https://human-initiative.qiscus.com/api/webhook/v1/mark_as_resolve `), enabling the interactive CSAT, and then re-activating the “mark as resolve” webhook. This process ensured the functionality of the interactive CSAT without disrupting the existing WhatsApp flow. The solution highlighted a UI improvement need for clearer indication of active webhooks.
Created by: saadah
Created at: 2025-03-01T07:42:23.409Z
Question Summary: How to identify the ordered product in Qiscus Shop using the order information?
Answer Summary: The initial suggestion was to find a “Retail ID” in the product URL on Qiscus Shop. However, this method proved unsuccessful. The user was advised to seek assistance from the designated channel `<#C04S200K8Q7|>` for further support.
Question and Answer Format:
Q: Bagaimana cara mengetahui produk apa yang dipesan di Qiscus Shop jika hanya memiliki informasi pesanan?
A: Awalnya disarankan untuk mencari “Retail ID” di URL produk di Qiscus Shop. Namun, metode ini tidak berhasil. Pengguna disarankan untuk meminta bantuan ke channel
`<#C04S200K8Q7|>` untuk dukungan lebih lanjut.
Created by: saadah
Created at: 2025-03-01T07:43:50.161Z
Format Pertanyaan dan Jawaban:
Pertanyaan:
Apakah NPS bisa kedaluwarsa dan jika pelanggan memberikan nilai setelah menerima broadcast, apakah nilai tersebut masih terbaca?
Jawaban:
Jika NPS dijawab setelah broadcast, maka masuk ke fallback dan datanya tidak tercatat, sehingga harus dikirim ulang.
Created by: saadah
Created at: 2025-03-01T07:46:10.460Z
Format Pertanyaan & Jawaban:
Pertanyaan:
Client melaporkan bahwa indikator online dan typing tidak muncul di aplikasi Riliv, user tidak dapat masuk ke chatroom, dan terdapat notifikasi koneksi jaringan terputus meskipun jaringan aman. Bagaimana cara mengatasi masalah ini dan apa langkah selanjutnya?
Jawaban:
Tim sedang melakukan pengujian untuk mereproduksi masalah ini, terutama fokus pada indikator online yang baru muncul setelah satu menit membuka room chat. Mereka meminta video dan logcat dari Riliv untuk membantu investigasi. Tim juga sedang menunggu konfirmasi dari Riliv mengenai penggunaan App ID yang tepat selama pengujian. Normalnya koneksi MQTT akan direstart dalam 4 detik jika gagal, namun dalam kasus ini, koneksi membutuhkan waktu lebih lama untuk terhubung kembali. Tim akan melanjutkan investigasi dan memberikan update lebih lanjut setelah mendapatkan informasi tambahan dari Riliv.
Created by: saadah
Created at: 2025-03-01T07:47:31.295Z
Question Summary:
Client inquired about an error message “Auto responder message failed to send” in a WhatsApp channel, despite the autoresponder not being active. She checked the logs and found no errors. Deva Agus P suggested that the issue might be related to a previous bug where the autoresponder was not set to “keep sending every time.” Uswatun confirmed that the autoresponder was not active and asked if previous agent messages were still received by customers.
Answer Summary:
The issue might be related to a previous bug where the autoresponder was not set to “keep sending every time,” causing the error message “Auto responder message failed to send” to appear even when the autoresponder was not active. Further confirmation and investigation are needed to resolve the issue.
Question and Answer Format:
Pertanyaan:
Client melaporkan error “Auto responder message failed to send” di channel WhatsApp, meskipun autoresponder tidak aktif. Setelah dicek di log, tidak ditemukan error. Deva Agus P menyarankan bahwa masalah ini mungkin terkait dengan bug sebelumnya di mana autoresponder tidak diatur untuk “keep sending every time.” Uswatun mengonfirmasi bahwa autoresponder tidak aktif dan bertanya apakah pesan agen sebelumnya tetap diterima oleh pelanggan.
Jawaban:
Masalah ini mungkin terkait dengan bug sebelumnya di mana autoresponder tidak diatur untuk “keep sending every time,” sehingga muncul pesan error “Auto responder message failed to send” meskipun autoresponder tidak aktif. Diperlukan konfirmasi dan investigasi lebih lanjut untuk menyelesaikan masalah ini.
Created by: saadah
Created at: 2025-03-01T07:50:12.019Z
Pertanyaan:
Ringkasan Pertanyaan: Tim internal melaporkan kendala akses dashboard Qiscus Omnichannel yang lambat pada tanggal 22 Februari 2025 sekitar pukul 12.40 WIB. Kendala ini dilaporkan dialami oleh hampir semua agen. Namun, pelapor saat ini tidak dapat mereproduksi masalah tersebut. Dibutuhkan bantuan untuk menyelidiki masalah ini. App ID yang terkait: Natasha Skin (xetly-tolapmgvlvjwgou), GMedia (gis-xuqqz9ghyfnkrtn6j), dan MTI (dvriv-twisyk6bkfcp23f).
Ringkasan Jawaban: Diperlukan informasi tambahan untuk mendiagnosis masalah ini. Informasi yang dibutuhkan meliputi: detail lebih lanjut tentang lambatnya akses (misalnya, berapa lama waktu muat, pesan error yang muncul, dll.), langkah-langkah yang dilakukan sebelum masalah terjadi, dan tangkapan layar atau video yang menunjukkan masalah tersebut jika memungkinkan. Informasi ini akan membantu dalam mereproduksi masalah dan menemukan solusi.
Pertanyaan & Jawaban:
Pertanyaan: Siang team, mohon bantuan pengecekan terkait kendala akses dashboard Omnichannel yang lambat pada hari ini sekitar jam 12.40 WIB. Hampir semua agen mengalami kendala ini. Namun, saya belum dapat mereproduksi kendala ini. App ID yang terkait: Natasha Skin, GMedia , dan MTI.
Jawaban: Terima kasih atas laporannya,Tim Untuk membantu kami menyelidiki masalah ini lebih lanjut, mohon berikan informasi tambahan berikut:
- Detail kendala: Sebutkan secara spesifik bagaimana lambatnya akses tersebut. Misalnya, berapa lama waktu yang dibutuhkan untuk memuat dashboard? Apakah ada pesan error yang muncul? Apakah semua fitur terpengaruh atau hanya beberapa fitur saja?
- Langkah-langkah sebelum masalah terjadi: Apa yang dilakukan agen sebelum mengalami kendala akses lambat ini?
- Bukti visual: Jika memungkinkan, mohon sertakan tangkapan layar atau video yang menunjukkan masalah lambatnya akses dashboard.
- Waktu spesifik: Coba berikan rentang waktu yang lebih spesifik kapan masalah terjadi (misalnya, antara pukul 12.40 sampai 12.45 WIB).
Informasi ini akan sangat membantu tim Support kami untuk mereproduksi dan menyelesaikan masalah yang Anda laporkan.
Created by: saadah
Created at: 2025-03-01T07:52:53.193Z
Ringkasan Pertanyaan:
Client dari Link Sehat melaporkan bahwa SDK analytics kurang update dan menanyakan cara cross-check. Kemudian, Hana juga melaporkan adanya delay pada newMessagesCallback dari Qiscus yang mempengaruhi sistem mereka, dan bertanya apakah hal ini disebabkan oleh peningkatan jumlah pengguna.
Ringkasan Jawaban:
Tim menyarankan untuk mengecek dari Metabase ChatSDK dan meminta Room ID. Setelah itu, ditemukan bahwa data bisa diambil menggunakan API, namun ada masalah delay yang dilaporkan oleh Hana. Achmad Fathullah menyarankan untuk memeriksa settingan SRE dan melaporkan ke tim SRE untuk mendapatkan insight lebih lanjut. Hana mengonfirmasi bahwa delay terjadi sejak Januari dan user meningkat. Achmad Fathullah menjelaskan bahwa ada mekanisme sync setiap 5 detik jika server realtime tidak terkoneksi, dan restart ulang jika gagal koneksi selama 30 detik.
Format Pertanyaan & Jawaban:
Pertanyaan:
Client dari Link Sehat melaporkan bahwa SDK analytics kurang update dan menanyakan cara cross-check. Selain itu, Hana juga melaporkan adanya delay pada newMessagesCallback dari Qiscus yang mempengaruhi sistem mereka, dan bertanya apakah hal ini disebabkan oleh peningkatan jumlah pengguna.
Jawaban:
Tim menyarankan untuk mengecek dari Metabase ChatSDK dan meminta Room ID. Setelah itu, ditemukan bahwa data bisa diambil menggunakan API, namun ada masalah delay yang dilaporkan oleh Hana. Achmad Fathullah menyarankan untuk memeriksa settingan SRE dan melaporkan ke tim SRE untuk mendapatkan insight lebih lanjut. Hana mengonfirmasi bahwa delay terjadi sejak Januari dan user meningkat. Achmad Fathullah menjelaskan bahwa ada mekanisme sync setiap 5 detik jika server realtime tidak terkoneksi, dan restart ulang jika gagal koneksi selama 30 detik.
Created by: saadah
Created at: 2025-03-01T07:54:13.859Z
Question Summary:
Leads discusses the potential sunset of Robolabs’ intent-based system in favor of focusing on Robolabs LLM. He seeks opinions on whether this shift is feasible and makes sense based on past use cases. Concerns are raised about the limitations of LLM, especially regarding integration, and the preference for using Dialogflow over Robolabs due to UX complexities.
Answer Summary:
The team expresses mixed feelings about the shift to Robolabs LLM. While some see potential, others highlight significant integration challenges and UX issues. The preference for Dialogflow is noted due to its ease of use compared to Robolabs. Further discussion and feedback are needed to address these concerns.
Question and Answer Format:
Q: Leads menyampaikan rencana untuk menghentikan sistem berbasis intent di Robolabs dan fokus pada Robolabs LLM. Apakah ini mungkin dan masuk akal berdasarkan kasus penggunaan sebelumnya? Apa pendapat tim tentang hal ini?
A: Tim memiliki pandangan yang beragam mengenai pergeseran ke Robolabs LLM. Beberapa melihat potensi, sementara yang lain menyoroti tantangan integrasi dan masalah UX yang signifikan. Preferensi untuk menggunakan Dialogflow dicatat karena kemudahan penggunaannya dibandingkan dengan Robolabs. Diskusi dan umpan balik lebih lanjut diperlukan untuk mengatasi kekhawatiran ini.
Created by: saadah
Created at: 2025-03-01T07:55:17.388Z
Question Summary:
Client inquired about an API for auto greeting when opening a chat room in Qiscus Omnichannel. She provided a sample but AHM requested only the API. Rijalul Fikri explained the difference between the sandbox auto greeting and the new session webhook, which requires a user to send a message first. He mentioned that auto greeting upon opening a room can only be done from the frontend, with the sender being the agent, not the system. He advised wrapping the API send message for security reasons.
Answer Summary:
Team clarified that the auto greeting feature upon opening a chat room is only possible from the frontend, and the sender would be the agent, not the system. He suggested using the API send message but advised wrapping it for security to avoid exposing the secret key in the frontend.
Question and Answer Format:
Q: Apakah ada API untuk auto greeting saat membuka chat room di Qiscus Omnichannel?
A: Auto greeting saat membuka chat room hanya bisa dilakukan dari sisi frontend, dan pengirimnya adalah agent, bukan sistem. Disarankan untuk menggunakan API send message, tetapi harus di-wrapping dari pihak mereka untuk alasan keamanan agar tidak menampilkan secret key di frontend.
Created by: saadah
Created at: 2025-03-01T07:56:30.054Z
Question Summary:Client inquired about retrieving a list of all media files uploaded via the SDK. Deva Agus P clarified that there is no API available for this purpose, but suggested saving the media URL from the response when uploading or filtering file attachments from the API that lists messages in a room.
Question and Answer Format:
Q: Hallo team, untuk customer yang sudah upload media via SDK, itu kalau mau tarik file apa saja yang sudah di upload apakah bisa team?
A: Tidak ada API yang tersedia untuk menarik semua file yang sudah diupload. Namun, jika mereka mengupload sendiri, bisa langsung menyimpan URL media dari responsenya. Atau, bisa juga menggunakan API untuk mendapatkan daftar pesan di room dan memfilter yang file_attachment.
Created by: saadah
Created at: 2025-03-01T07:57:33.772Z
Ringkasan Pertanyaan:
Client melaporkan masalah saat melakukan hit API ke Setir Kanan yang menghasilkan respons 502 dan error 403 saat mencoba mendapatkan room by ID. Hana meminta insight mengenai penyebab error tersebut.
Ringkasan Jawaban:
Team menjelaskan bahwa error 502 berasal dari API Setir Kanan yang tidak tersedia. Untuk error 403, Deva meminta Hana untuk memeriksa pesan error lebih lanjut dan memberikan curl request. Setelah diperiksa, ditemukan bahwa user “c.73” tidak ada dalam room, yang kemungkinan menjadi penyebab error 403. Deva menyarankan untuk menanyakan dari mana room ID tersebut didapatkan.
Format Tanya Jawab:
Pertanyaan:
Hallo semangat sore team, melaporkan saat hit API mendapat response 502 dan error 403 tiba-tiba saat get room by ID. Mohon insightnya team, terima kasih banyak sebelumnya.
Jawaban:
Untuk error 502, itu berasal dari API Setir Kanan yang tidak tersedia. Sedangkan untuk error 403, bisa jadi karena user “c.73” tidak memiliki akses ke room tersebut. Mohon periksa kembali pesan error dan berikan curl request untuk analisis lebih lanjut. Juga, perlu ditanyakan dari mana room ID tersebut didapatkan.
Created by: saadah
Created at: 2025-03-01T07:58:57.545Z
Question Summary:Client is inquiring about setting up SMTP email in Qiscus Ticketing. She’s asking if the App Password is required, similar to email, and whether scheduling a meeting with Time to generate a new App Password is a secure practice, given that outgoing emails from Qiscus Ticketing aren’t being sent. Rozi mentions being logged out of their WhatsApp account.
Answer Summary: The Support Bot acknowledges the inquiries but defers the answers to the Support team. Team suggests trying something (unspecified).
Question & Answer Format:
Q1: Regarding SMTP email setup in Qiscus Ticketing, does it require an App Password like email accounts, and is it secure to schedule a meeting with Time to obtain a new App Password if outgoing emails aren’t being sent?
A1: The Support Bot acknowledged the question but deferred the answer to the Support team.
Created by: saadah
Created at: 2025-03-01T08:02:44.422Z
Ringkasan Pertanyaan:
Team bertanya tentang kemungkinan menggunakan webhook untuk memanggil intent tertentu dalam proyek Bappeda dengan Nawatech. Dia memberikan contoh alur dengan beberapa intent seperti “Input Nama”, “API Integration Verifikasi Email”, dan “API Integration List Objek Pajak”. Pertanyaannya adalah apakah mungkin untuk menampilkan respons yang berbeda berdasarkan pilihan pengguna, dan bagaimana menangani kasus negatif dengan fallback/exception setelah menerima input dari webhook.
Ringkasan Jawaban:
Team menyarankan untuk menggunakan event untuk beralih antar intent, dan mengonfirmasi bahwa ini bisa dilakukan. Andrianto kemudian merujuk ke dokumentasi Google Dialogflow tentang event.
Format Pertanyaan & Jawaban:
Pertanyaan:
Team bertanya apakah mungkin menggunakan webhook untuk memanggil intent tertentu dalam proyek Bappeda dengan Nawatech. Dia memberikan contoh alur dengan beberapa intent seperti “Input Nama”, “API Integration Verifikasi Email”, dan “API Integration List Objek Pajak”. Apakah mungkin untuk menampilkan respons yang berbeda berdasarkan pilihan pengguna, dan bagaimana menangani kasus negatif dengan fallback/exception setelah menerima input dari webhook?
Jawaban:
Team menyarankan untuk menggunakan event untuk beralih antar intent, dan mengonfirmasi bahwa ini bisa dilakukan. Andrianto kemudian merujuk ke dokumentasi Google Dialogflow tentang event.
Created by: saadah
Created at: 2025-03-01T08:04:31.623Z
Ringkasan Pertanyaan:
Cliem dari tim internal meminta panduan untuk klien ENT ReyID terkait pengembangan CAA (Custom Agent Allocation). Klien ingin mengetahui kemungkinan kustomisasi alokasi agen saat pelanggan datang dari berbagai saluran, di mana pelanggan dapat memilih alokasi agen berdasarkan divisi yang terkait dengan kebutuhan mereka. Selain itu, mereka ingin setiap agen dapat diatur untuk menerima maksimal 4 tiket chat secara bersamaan, dan jika semua agen penuh, pengguna akan ditempatkan sementara di ruang chat tanpa agen hingga ada agen yang tersedia.
Ringkasan Jawaban:
Team menjelaskan bahwa fitur ini mirip dengan fitur Robolabs, di mana intent tertentu dapat dihandover ke agen divisi yang diinginkan. Untuk batasan tiket, logika dapat ditentukan oleh
klien sendiri, dan pengecekan ongoing dapat dilakukan dengan API get agents. Andrianto Nur Anggoro menambahkan bahwa trigger dapat menggunakan webhook sesi baru atau alokasi agen kustom, dan untuk penugasan dapat menggunakan API Assign Agent. Jika semua agen penuh, room ID dapat disimpan di database antrian untuk dipanggil kembali ketika ada agen yang menyelesaikan chatroom.
Format Pertanyaan & Jawaban:
Pertanyaan:
Bagaimana cara mengatur alokasi agen kustom di Qiscus Omnichannel agar pelanggan dapat memilih agen berdasarkan divisi yang terkait dengan kebutuhan mereka, dan bagaimana mengatur agar setiap agen dapat menerima maksimal 4 tiket chat secara bersamaan?
Jawaban:
Untuk mengatur alokasi agen kustom, Anda dapat menggunakan webhook sesi baru atau alokasi agen kustom untuk memicu penugasan. Gunakan API Assign Agent untuk menugaskan agen yang sesuai dengan channel dan divisi yang dipilih pelanggan. Jika semua agen memiliki current customer count >= 4, room ID dapat dimasukkan ke dalam database antrian. Ketika ada agen yang menyelesaikan chatroom, gunakan webhook mark as resolve untuk memeriksa dan mendistribusikan room dari antrian ke agen yang sesuai. Dokumentasi terkait dapat ditemukan di Omnichannel Webhook dan API Assign Agent.
Created by: saadah
Created at: 2025-03-01T08:05:33.819Z
Ringkasan Pertanyaan:
Client dari tim internal menanyakan tentang error timeout yang terjadi saat broadcast, apakah masalah tersebut berasal dari sistem Qiscus atau dari pihak klien. Selain itu, Kredivo memiliki kebutuhan untuk mengirim sekitar 250 ribu pesan setiap hari pada pukul 8 pagi, namun saat ini hanya bisa mengirim satu permintaan pada satu waktu, menyebabkan penundaan hingga pukul 10 pagi. Hana juga bertanya tentang cara memeriksa log outgoing yang memiliki batasan.
Ringkasan Jawaban:
Team menjelaskan bahwa error timeout kemungkinan berasal dari sistem Qiscus. Untuk kebutuhan Kredivo, tidak ada solusi langsung yang diberikan dalam percakapan ini. Mengenai pengecekan log outgoing, Andrianto Nur Anggoro menyarankan untuk menggunakan Metabase internal Qiscus untuk memeriksa log outgoing jika lebih dari 2 ribu pesan.
Format Pertanyaan & Jawaban:
Pertanyaan:
Hallo team, izin make sure team, kalau error timeout seperti ini saat broadcast, ini dari Kita atau mereka ya team yg timeout? Selain itu, Kredivo memiliki kebutuhan untuk mengirim sekitar 250 ribu pesan setiap hari pada pukul 8 pagi, namun saat ini hanya bisa mengirim satu permintaan
pada satu waktu, menyebabkan penundaan hingga pukul 10 pagi. Apakah ada insight terkait kebutuhan ini? Juga, bagaimana cara memeriksa log outgoing yang memiliki batasan?
Jawaban:
Kemungkinan error timeout berasal dari sistem Qiscus. Untuk kebutuhan Kredivo, tidak ada solusi langsung yang diberikan dalam percakapan ini. Mengenai pengecekan log outgoing, disarankan untuk menggunakan Metabase internal Qiscus untuk memeriksa log outgoing jika lebih dari 2 ribu pesan.
Created by: saadah
Created at: 2025-03-01T08:06:17.653Z
Summary of Question:
Client inquired about the existence of documentation regarding the flow of handling partners, including rules about what is allowed or not, such as being invited to WhatsApp groups or meetings with end clients. This is to ensure Account Managers (AM) are also aware. The context arose when Andrianto was added to a group with Bappeda Jakarta, a client of Nawa, and there was uncertainty about direct handling by Qiscus.
Answer Summary:
Team confirmed that there is no detailed documentation regarding such rules. The existing support package documentation does not cover these specifics, and the business context with partners is evolving. Rijalul Fikri added that in certain cases, Qiscus might be directly involved, but this is usually a decision made between the Account Manager and the partner.
Question and Answer Format:
Pertanyaan:
Apakah ada dokumentasi terkait alur penanganan mitra, termasuk aturan yang boleh atau tidak, seperti diundang ke grup WhatsApp atau rapat dengan klien akhir? Ini untuk memastikan AM juga sadar. Konteksnya muncul ketika saya ditambahkan ke grup dengan Bappeda Jakarta, klien Nawa, dan ada ketidakpastian tentang penanganan langsung oleh Qiscus.
Jawaban:
Tim mengonfirmasi bahwa belum ada dokumentasi detail terkait aturan tersebut. Dokumentasi paket dukungan yang ada tidak mencakup hal-hal spesifik ini, dan konteks bisnis dengan mitra terus berkembang. Rijalul Fikri menambahkan bahwa dalam kasus tertentu, Qiscus mungkin terlibat langsung, tetapi ini biasanya merupakan keputusan antara Account Manager dan mitra.
Created by: saadah
Created at: 2025-03-01T08:07:23.193Z
Question Summary: Client is asking how to connect WhatsApp Business API (WABA) to MoEngage, specifically needing the API URL and Authorization details. The existing WABA webhook URL is known, but the authentication method is unclear. Deva Agus P provides a link to Slack documentation outlining a multi-step integration process, including setting up a
connector on the MoEngage dashboard using a specific endpoint and authorization generated through a backend integration.
Answer Summary: The solution involves using the MoEngage connector for Qiscus, which has a specific endpoint `https://moengage.qiscus.com/api/v1/messages ` and requires authorization generated through a backend integration process. Further clarification is needed regarding the client’s specific needs (broadcast vs. other functionalities) to ensure the correct integration setup. The process involves steps detailed in the provided Slack link and may require assistance from the Qiscus backend team.
Q&A Format:
Q: How do we connect a client’s WhatsApp Business API (WABA) to MoEngage? The client needs to provide an API URL and Authorization. We know the WABA webhook URL, but the authentication method is unclear.
A: Based on the available information and the provided Slack documentation (https://qiscustech.slack.com/archives/C05KNKQ7MMH/p1730263939023899| ), the integration involves using the Qiscus MoEngage connector.
The steps are:
- Backend Integration: Register the app and phone number.
- MoEngage Setup: Configure the connector in the MoEngage dashboard using the endpoint
`https://moengage.qiscus.com/api/v1/messages`. The Authorization token is generated during the backend integration step.
- WABA Webhook Setup: Configure the WABA webhook at
`https://moengage.qiscus.com/api/v1/wh/waba ` (this might be automatic but requires manual setup if the WABA webhook is already in use).
- Tracking URL Setup: Configure the tracking URL obtained from the MoEngage dashboard after adding the connector.
The `Authorization` is generated by the backend integration process. To proceed, we need to clarify the client’s specific requirements (e.g., is this for broadcast messages or other functionalities?). If further assistance is needed, please involve the Qiscus backend team for support with the backend integration steps.
Created by: saadah
Created at: 2025-03-01T08:11:56.191Z
Question Summary: Client is asking about the correct steps for reintegrating the Qiscus Shop catalog with HI’s system, involving removing the existing data source, adding a new data feed source with the Qiscus Shop webhook URL, and confirming whether this automatically updates the catalog.
Answer Summary: The provided steps are generally correct, but require verification of the specific webhook URL and confirmation that HI’s system is correctly configured to receive and process the data feed from Qiscus Shop. Further clarification is needed on potential error handling.
Question and Answer Format:
Pertanyaan:
Hari ini ada meeting untuk reintegrasi katalognya. Apakah langkah-langkah ini benar?
- Mereka menghapus dulu *data source* manual di katalog.
- Menambahkan *New Source* menggunakan *Data Feed* dan memasukkan *webhook URL* Qiscus Shop.
- Jika berhasil, data di Qiscus Shop akan otomatis masuk ke katalognya.
Benar tidak ?
Jawaban:
Langkah-langkah yang Anda sebutkan secara umum benar untuk mengintegrasikan Qiscus Shop dengan katalog HI. Namun, perlu beberapa klarifikasi:
- Verifikasi Webhook URL: Pastikan *webhook URL* Qiscus Shop yang digunakan sudah benar dan aktif. URL ini harus sesuai dengan konfigurasi di sistem Qiscus Shop.
- Konfigurasi Sistem HI: Pastikan sistem HI sudah dikonfigurasi dengan benar untuk menerima dan memproses *data feed* dari Qiscus Shop. Ini termasuk memastikan bahwa sistem HI dapat mengakses dan memahami format data yang dikirim melalui *webhook*.
- Penanganan Kesalahan: Apa yang terjadi jika proses integrasi gagal? Apakah ada mekanisme *error handling* yang terintegrasi untuk mendeteksi dan mengatasi masalah? Sebaiknya dikonfirmasi dengan tim HI bagaimana mereka akan menangani potensi kegagalan.
Secara ringkas, langkah-langkahnya benar secara konseptual, tetapi perlu verifikasi detail teknis dan konfirmasi dengan tim HI untuk memastikan kesuksesan integrasi. Jika ada masalah, segera hubungi tim Support untuk bantuan lebih lanjut.
Created by: saadah
Created at: 2025-03-01T08:14:23.807Z
Pertanyaan:
Bisakah widget Qiscus menampilkan dua live chat secara bersamaan (multiple live chat) dalam satu halaman, selain satu live chat dan satu tombol direct ke WhatsApp yang sudah ada?
Ringkasan Jawaban:
Tidak bisa. Kode widget Qiscus hanya mendukung satu *channel ID* per halaman, sehingga hanya memungkinkan satu live chat aktif dalam satu halaman.
Created by: saadah
Created at: 2025-03-01T08:15:14.684Z
Question Summary: Client deleted their Qiscus Omnichannel channels and wants a refund of their remaining balance. The internal team is unsure how to respond technically and regarding the AM’s refund policy.
Answer Summary: Technically, when a channel is deleted, the associated credit is also deleted by the system. Refund policy is at the discretion of the Account Manager (AM).
Question and Answer Format:
Q: Bagaimana menjelaskan secara teknis kepada klien mengenai sisa saldo mereka setelah mereka menghapus channel Qiscus Omnichannel, terutama jika mereka meminta pengembalian dana? AM sepertinya tidak ingin melakukan refund sisa balance.
A: Secara teknis, ketika sebuah channel dihapus, kredit yang terkait dengan channel tersebut juga dihapus oleh sistem. Kebijakan pengembalian dana (refund) berada di bawah wewenang Account Manager (AM).
Created by: saadah
Created at: 2025-03-01T08:16:57.466Z
Ringkasan Pertanyaan:
Cliernt melaporkan bahwa CSAT Interactive di HI tidak memperbarui wording seperti yang diharapkan, dan balasan CSAT masih dijawab oleh BOT. Rozi dan Deva Agus P terlibat dalam diskusi untuk mencari solusi, namun ada kebingungan mengenai pengaturan yang tepat untuk mengubah wording di WhatsApp.
Ringkasan Jawaban:
Tim mencoba membantu Client dengan memeriksa pengaturan yang ada, namun ada kebingungan mengenai akun mana yang digunakan untuk pengujian dan pengaturan yang tepat untuk mengubah wording di WhatsApp. Deva Agus P menyarankan bahwa mungkin pengaturan untuk CSAT Interactive belum bisa diubah.
Format Pertanyaan dan Jawaban:
Pertanyaan:
Kenapa wording di CSAT Interactive HI tidak memperbarui seperti yang diharapkan, dan balasan CSAT masih dijawab oleh BOT? Bagaimana cara mengubah wording di WhatsApp?
Jawaban:
Ada kebingungan mengenai pengaturan yang tepat untuk mengubah wording di WhatsApp. Tim mencoba membantu dengan memeriksa pengaturan yang ada, namun belum menemukan solusi yang tepat. Tim menyarankan bahwa mungkin pengaturan untuk CSAT Interactive belum bisa diubah. Client akan mengkonfirmasi ulang mengenai pengaturan ini.
Created by: saadah
Created at: 2025-03-01T08:20:09.152Z
Ringkasan Pertanyaan:
Client menanyakan apakah pengaturan auto responder di integrasi Instagram (IG) mempengaruhi auto responder umum, dan apakah auto responder bisa berbeda untuk setiap channel seperti IG/FB. Tim menjelaskan bahwa auto responder di channel akan mengalahkan yang umum, sehingga bisa diatur berbeda untuk setiap channel. Hana kemudian menyadari bahwa IG dan FB mengikuti pengaturan WhatsApp (WA) dan harus diatur di channel
masing-masing. Tim menyarankan untuk memeriksa pengaturan checklist atau kondisi pesan pertama di room ID.
Ringkasan Jawaban:
Auto responder di channel spesifik akan mengalahkan pengaturan umum, memungkinkan pengaturan berbeda untuk setiap channel. Jika IG dan FB mengikuti pengaturan WA, perlu diatur di channel masing-masing. Jika ada masalah, periksa pengaturan checklist atau kondisi pesan pertama di room ID.
Format Pertanyaan & Jawaban:
Pertanyaan:
Hallo team, mohon maaf saya kelupaan, di IG Integration ada set channel auto responder, apakah itu mempengaruhi auto responder umum? Jadi sebenarnya selama beda channel IG/FB auto responder bisa beda-beda kan ya team?
Jawaban:
Auto responder di channel spesifik akan mengalahkan pengaturan umum, jadi bisa diatur berbeda untuk setiap channel. Jika IG dan FB mengikuti pengaturan WA, maka harus diatur di channel masing-masing. Jika ada masalah, periksa pengaturan checklist atau kondisi pesan pertama di room ID.
Created by: saadah
Created at: 2025-03-01T08:22:23.910Z
Ringkasan Pertanyaan:
Client dari Link Sehat menanyakan tentang pemicu untuk memanggil
`https://api3.qiscus.com/api/v2/sdk/update_comment_status` karena tidak ditemukan dalam kode mereka. Dia meminta konfirmasi mengenai hal ini.
Ringkasan Jawaban:
Tim menjelaskan bahwa `update_comment_status` terpicu secara otomatis dalam kondisi tertentu seperti `onNewMessageCallback` dan `onRoomChanged`. Namun, untuk kondisi lain seperti mendapatkan informasi room dan menandai sebagai dibaca, fungsi tersebut harus dipanggil secara manual.
Format Pertanyaan & Jawaban:
Pertanyaan:
Halo, mohon insight terkait pemicu untuk memanggil
`https://api3.qiscus.com/api/v2/sdk/update_comment_status`. Kami tidak menemukan pemanggilan ini dalam kode kami. Apakah bisa dikonfirmasi?
Jawaban:
`update_comment_status` terpicu otomatis saat `onNewMessageCallback` dan
`onRoomChanged`. Namun, untuk mendapatkan informasi room dan menandai sebagai dibaca, Anda harus memanggil fungsi tersebut secara manual.
Created by: saadah
Created at: 2025-03-01T08:23:27.407Z
Ringkasan Pertanyaan:
Client melaporkan masalah dengan Qiscus WABA di mana chat tiba-tiba ter-resolve sendiri dan tidak membuat room baru. Selain itu, chat yang dikirim dari mobile tidak masuk ke Omnichannel, meskipun beberapa menit sebelumnya berfungsi dengan baik. Setelah beberapa waktu, masalah tersebut tampaknya sudah teratasi, meskipun sempat mengalami kelambatan.
Ringkasan Jawaban:
Tim menanyakan App ID yang mengalami masalah, dan Yoga Setiawan mengonfirmasi bahwa App ID yang dimaksud adalah `xepue-wylz5myu3jhgjti`. Yoga kemudian melaporkan bahwa masalah sudah teratasi dan sistem kembali normal, meskipun sempat mengalami kelambatan.
Format Tanya Jawab:
Pertanyaan:
Client melaporkan bahwa Qiscus WABA mengalami masalah di mana chat tiba-tiba ter-resolve sendiri dan tidak membuat room baru. Selain itu, chat yang dikirim dari mobile tidak masuk ke Omnichannel. Masalah ini terjadi pada App ID `xepue-wylz5myu3jhgjti`. Apakah ada penjelasan atau solusi untuk masalah ini?
Jawaban:
Tim menanyakan App ID yang mengalami masalah, dan Yoga Setiawan mengonfirmasi bahwa App ID yang dimaksud adalah `xepue-wylz5myu3jhgjti`. Yoga kemudian melaporkan bahwa masalah sudah teratasi dan sistem kembali normal, meskipun sempat mengalami kelambatan.
Created by: saadah
Created at: 2025-03-01T08:24:33.660Z
Summary of Question:
Client is seeking clarification on a Slack thread related to operational questions. She mentions that she was assigned to a WhatsApp group (WAG) without context and is unsure about the
tools being used by the team, except that they are using a self-developed BOT. She requests more details about the team’s workflow before listing any workarounds.
Answer Summary:
The response suggests that Hana Fardilla should gather more information about the team’s workflow and tools used to provide effective assistance. Without this context, it is challenging to propose any workarounds.
Question and Answer Format:
Q: Client meminta klarifikasi terkait thread di Slack mengenai pertanyaan operasional. Dia menyebutkan bahwa dia ditugaskan ke grup WhatsApp (WAG) tanpa konteks dan tidak yakin tentang alat yang digunakan oleh tim, kecuali bahwa mereka menggunakan BOT yang dikembangkan sendiri. Dia meminta lebih banyak detail tentang alur kerja tim sebelum mencantumkan solusi sementara.
A: Disarankan agar Client mengumpulkan lebih banyak informasi tentang alur kerja dan alat yang digunakan oleh tim untuk memberikan bantuan yang efektif. Tanpa konteks ini, sulit untuk mengusulkan solusi sementara.
Created by: saadah
Created at: 2025-03-01T08:25:47.307Z
Question Summary:
Tim encountered an issue with attachments and sought advice from Tim. Tim Suggested retrying and, if unsuccessful, advised not using attachments temporarily. Tim confirmed he deleted the problematic attachment.
Question and Answer Format:
Pertanyaan:
Tim mengalami masalah dengan attachment dan meminta saran dari Tim. Apa yang disarankan oleh Tim?
Jawaban:
Tim menyarankan untuk mencoba ulang, dan jika tidak berhasil, disarankan untuk tidak menggunakan attachment sementara. Tim kemudian mengonfirmasi bahwa dia telah menghapus attachment yang bermasalah.
Created by: saadah
Created at: 2025-03-01T08:29:05.362Z
Summary of Question:
Client requested assistance for the TBM team to test a new setup where all agents are assigned to a new division and channel. The goal is to allow agents to assign any agent from any division without SVP assistance and without hindering BOT assignments.
Answer Summary:
The solution involves adding all agents to a “General” division in addition to their respective divisions. This allows cross-division assignment but may lead to random BOT assignments. An alternative is creating an empty division to avoid random BOT assignments.
Question and Answer Format:
Pertanyaan:
Bagaimana cara agar agen dapat melihat agen mana yang tersedia dan dapat meng-assign tanpa memandang divisi? Apakah ada cara untuk melihat riwayat percakapan di ruangan yang sama?
Jawaban:
Untuk memungkinkan agen melihat dan meng-assign agen dari divisi lain, solusi sementara adalah menambahkan semua agen ke dalam divisi “General” dan juga ke divisi masing-masing. Namun, ini bukan solusi ideal karena dapat menyebabkan agen ditugaskan secara acak oleh BOT. Alternatif lain adalah membuat divisi kosong untuk menghindari penugasan acak oleh BOT. Untuk melihat riwayat percakapan di ruangan yang sama, disarankan untuk menggunakan detail pelanggan, meskipun ini dianggap kurang user-friendly. Umpan balik ini akan disampaikan kepada tim produk untuk peningkatan lebih lanjut.
Created by: saadah
Created at: 2025-03-06T07:46:24.294Z
Pertanyaan:
Integrasi ulang Facebook Messenger mengalami error dengan keterangan “Review needed” setelah sebelumnya mengalami kegagalan. Uswatun Hasanah telah mencoba beberapa solusi, termasuk memeriksa pengaturan, mengganti akun, dan memeriksa checklist integrasi, tetapi masalah tetap berlanjut. Apakah ada solusi lain untuk mengatasi error ini dan mengapa hal ini terjadi?
Ringkasan Jawaban:
Team Support memberikan beberapa saran, termasuk memastikan user adalah admin Facebook page, memeriksa dan memastikan semua checklist tercentang, dan mencoba menghubungkan Instagram terlebih dahulu. Setelah beberapa kali percobaan dan pertimbangan untuk melakukan meeting, masalah teratasi tanpa diketahui penyebab pasti dan solusi spesifik yang diterapkan oleh client.
Format Tanya Jawab:
Pertanyaan: Jika ada error seperti ini waktu proses integrasi ulang facebook messenger, itu kenapa ya team? (Info: sudah login as Admin)
Jawaban: Pastikan user tersebut admin di pagenya. Coba waktu popup pertama, klik dulu *Edit pengaturan sebelumnya*. Pastikan semua checklist tercentang. Jika masih gagal dan ada keterangan “Review needed” (mengindikasikan reconnect karena sebelumnya gagal), coba reconnect Instagram terlebih dahulu. Jika masalah berlanjut, meeting diperlukan untuk mencari solusi lebih lanjut. (Setelah beberapa percobaan, masalah teratasi tanpa penjelasan detail solusi yang diterapkan)
Created by: saadah
Created at: 2025-03-06T07:48:01.632Z
Question Summary: Pratesis client (rykph-wcxyxaspnkdapex) using Qiscus Customer Agent Availability (CAA) is experiencing an issue where agent availability status is incorrectly displayed as offline in the client’s system, even though agents are online in the Qiscus dashboard. A hit refresh has already been attempted without success.
Answer Summary: The agent availability status discrepancy suggests a problem with one of the APIs used for updating the status. The issue should be escalated to the product team for investigation and resolution.
Question and Answer Format:
Q: Client Pratesis (rykph-wcxyxaspnkdapex) using Qiscus CAA is showing agents as offline, even though they are online in the Qiscus dashboard. A hit refresh has not resolved the issue. What should be done?
A: Terlihat ada salah satu API yang tidak memperbarui status dengan benar, sehingga menyebabkan perbedaan antara status agent di dashboard Qiscus dan di sistem Pratesis. Segera laporkan masalah ini ke tim produk agar dapat diselidiki dan diperbaiki.
Created by: saadah
Created at: 2025-03-06T07:48:48.530Z
Question Summary: Bank MAS requires penetration test results for adding WhatsApp as a channel to their Qiscus Omnichannel setup for a risk assessment. The internal team is unsure how to respond, as sharing the penetration test results is restricted due to confidentiality.
Answer Summary: Sharing the full penetration test report is not permitted due to confidentiality reasons. However, providing proof of Qiscus’s security certifications (like the BSI logo) might be a suitable alternative.
Q&A Format:
Q: Bank MAS is requesting the penetration test results for adding WhatsApp as a channel to their Qiscus Omnichannel integration as part of their risk assessment process. How should we respond to this request, considering the confidential nature of penetration test reports?
A: Sharing the detailed penetration test results is not possible due to confidentiality and security reasons, as explained in the internal document on Document Classification and Information Handling. Instead of sharing the report itself, we can offer to provide evidence of Qiscus’s security certifications. For example, showcasing the BSI certification logo might suffice to demonstrate our commitment to security.
Created by: saadah
Created at: 2025-03-06T07:49:35.804Z
Question Summary:Client reports missing “interactive edit” menu in the environment, while it’s present in the product version. Cache clearing didn’t resolve the issue.
Answer Summary: The issue is a discrepancy between the environment and the product version regarding the “interactive edit” menu. Further information is needed to diagnose the problem. Specifically, the client’s App ID, screenshots of both and product versions showing the menu (or lack thereof), and details about the client’s environment are requested to help resolve the issue.
Question and Answer Format:
Q: Untuk tampilannya gimana? Di saya dan A sama, tidak ada menu interactive edit, tapi di product ada. Udah clear cache juga.
A: Terima kasih atas laporannya, Client. Untuk dapat membantu menyelesaikan masalah ini, saya membutuhkan informasi tambahan. Bisakah Anda memberikan informasi berikut:
- App ID: App ID dari klien yang mengalami masalah ini.
- Screenshots: Screenshot dari tampilan produk, yang menunjukkan keberadaan (atau ketidakhadiran) menu “interactive edit”.
- Detail Lingkungan: Deskripsi detail tentang lingkungan yang digunakan (misalnya, versi browser, sistem operasi).
Informasi ini akan membantu saya dan tim Support untuk mendiagnosis masalah dan menemukan solusinya.
Created by: saadah
Created at: 2025-03-06T07:52:15.796Z
Question Summary: Client is seeking clarification on the proper procedure for submitting product feedback, specifically regarding user experience issues related to Qiscus Omnichannel’s error handling, particularly when integrating with third-party APIs (e.g.,
e-commerce platforms). She suggests improvements like documenting potential error logs during development and clearly defining limitations (character count, session, rate limits). The team discusses using a Notion page for feedback collection.
Answer Summary: The team decides to use a new Notion feedback form (link provided) for submitting feedback. This form requires details like the requester’s identity, the context of the request, the use case, expectations, and suggested solutions. The previous Notion page is deemed outdated.
Question and Answer Format:
Q: How should product feedback, specifically regarding user experience issues with Qiscus Omnichannel’s error handling (especially with third-party API integrations), be submitted? What information should be included in the feedback?
A: Product feedback, including UX issues related to error handling in Qiscus Omnichannel and third-party API integrations, should be submitted using this new Notion feedback form: https://www.notion.so/qiscus/Feedback-Form-1ab1f07f4ae080dab09be6d83c8bcb88|(9+) Feedback Form. The feedback should include details on who is requesting the feedback, the context of the request, the use case, the user’s expectations, and the suggested solutions or improvements. A previous Notion page for feedback is no longer being used.
Created by: saadah
Created at: 2025-03-06T07:53:29.591Z
Question Summary:
A client used the wrong broadcast template (Template A with 10 variables instead of Template B with 8 variables) but the broadcast still sent successfully. This is unexpected behavior, as previously, using an incorrect template resulted in broadcast failure. The issue occurred twice with different clients, both long-time users. The second instance involved a CSV file with 9 variables, while the intended template required only 8, yet the broadcast still went through. The discrepancy between the intended variables and the received variables by the customer was confirmed.
Answer Summary:
The issue is likely a validation problem on the product side. The team should raise this to the product team for investigation and resolution. The provided Metabase links show broadcast details and files which can be used for debugging. While the broadcast initially appeared to work, the customer only received 8 of the 10 variables intended. The system should not allow broadcasts to proceed if the number of variables in the template and the data source do not match.
Question and Answer Format:
Q: Why are Qiscus broadcasts sending successfully even when the selected template and the number of variables in the data source do not match? This is a new behavior and contradicts previous functionality where mismatched variables resulted in broadcast failure. Two separate incidents have been reported involving long-term users and different broadcast templates (“rolex_appointment_reminder” being one example). The customer in one case received fewer variables than expected, even though the uploaded CSV contained more variables than the template required. Metabase links providing broadcast and file details are available.
A: The inconsistent behavior, where broadcasts are sent despite a mismatch between the template variables and the data source, points to a validation issue within the Qiscus broadcast functionality. This should be escalated to the product team for investigation. The provided Metabase links will be helpful in diagnosing the root cause. The observed behavior where the customer received fewer variables than expected confirms a problem that needs fixing to prevent future issues. The product team needs to review the validation process to ensure that broadcasts only proceed when the number of variables in the template and data source are consistent.
Created by: saadah
Created at: 2025-03-06T07:58:11.416Z
Question Summary: Team needs to know which Instagram and Facebook accounts to use to test Qiscus’s integration with those platforms. There’s also a secondary, unrelated conversation about CCTV installation.
Answer Summary: Team clarifies that for Instagram testing, Iqbal should use the account “Rozi (tes Qiscus)”. team provides Facebook and Instagram links for a CCTV business, but this is unrelated to the Qiscus testing. Finally, Uswatun Hasanah provides the Instagram username “ngetesqiscus” for testing purposes.
Question and Answer Format:
Q1: How can team a test Qiscus’s Instagram and Facebook DM integrations?
A1: For Instagram testing, use the account “Rozi (tes Qiscus)”. For Facebook, the provided links are for a CCTV business and not relevant to Qiscus testing . Alternatively, use the Instagram username “ngetesqiscus”.
Created by: saadah
Created at: 2025-03-06T08:00:07.616Z
Question Summary: team created a WhatsApp Business API (WABA) catalog carousel template using Qiscus Shop. She’s unsure if the checkout process will work correctly and seeks confirmation. Yoga Setiawan suggests checking if the product isn’t disabled and the bot is active. He also mentions that using a WhatsApp webhook or SDK would be more reliable but requires more work.
Answer Summary: The checkout process should work if the product isn’t disabled and the bot is active. However, a webhook or SDK integration is a more robust solution, though it requires more setup.
Question and Answer Format:
Q: Team created a WhatsApp Business API catalog carousel template in Qiscus Shop. Will this template allow customers to directly checkout, or are there potential issues?
A: The template *should* allow direct checkout, provided that:
- The product in the catalog is not disabled.
- The Qiscus bot is active and properly configured.
While this approach should work, using a WhatsApp webhook or SDK integration offers a more reliable solution independent of bot status. However, implementing a webhook or SDK requires more extensive development work.
Created by: saadah
Created at: 2025-03-06T08:01:12.762Z
Question Summary: Team is experiencing difficulties using Loki to find the exact time a bot was turned off in a specific room (Room ID: 301437350). The agent claims to have deactivated the bot earlier that morning, but it was still active at 12 PM. Loki’s search functionality seems limited, only showing logs for a short time range (initially 6 hours, then even shorter periods are needed). The team is trying to determine the precise deactivation time.
Answer Summary: The team is having trouble using Loki to pinpoint the exact time the bot was deactivated due to limitations in Loki’s search functionality (reduced search range compared to before). The suggested solution (`bot/{{roomid}}/activate`) was not immediately helpful. To find the information, the team needs to check Loki logs in very short time intervals (e.g., 10-minute increments) between 8 AM and 12 PM.
Question and Answer Format:
Q: How can we effectively use Loki to determine the precise time a bot was deactivated in room 301437350, given that the agent reported deactivation earlier in the morning but the bot was still active at 12 PM? The current Loki search functionality seems limited.
A: The current Loki functionality has limitations on the search range, making it difficult to pinpoint the exact deactivation time. To find the information, checking Loki logs in short time intervals (e.g., 10-minute increments) between 8 AM and 12 PM is necessary. The previously suggested solution (`bot/{{roomid}}/activate`) did not resolve the issue. The reduced search range in Loki is a known issue.
Created by: saadah
Created at: 2025-03-06T08:02:38.910Z
Question Summary: What is the character limit for sending messages (single bubble) using the Qiscus widget or API?
Answer Summary: The character limit for a single message bubble in Qiscus is 4000 characters. Question and Answer Format:
Q: Halo team, berapa limit teks untuk platform Qiscus/widget? Atau API Sent message itu limit charsnya berapa ya? Mohon insightnya team.
A: Limit teks untuk satu bubble message di Qiscus adalah 4000 karakter.
Created by: saadah
Created at: 2025-03-06T08:03:52.729Z
Question Summary: Team are discussing issues accessing Qiscus Omnichannel groups via the Windows app. The Windows app appears to have a limitation on the number of group members
accessible (currently showing a maximum of 5 instead of the expected 8), while access works fine on mobile apps and web browsers. Anggraeni D. Saputri suggests a trial to verify the issue.
Answer Summary: The issue is likely a bug in the Qiscus Omnichannel Windows app, specifically concerning the maximum number of accessible group members. The suggested solution is to test the functionality thoroughly, possibly through a trial account, to confirm the limitation and report the bug.
Question and Answer Format:
Q: Team are reporting that the Qiscus Omnichannel Windows app is unable to open groups with more than 5 members, while access works correctly on mobile and web browsers. Deva mentions previously accessing groups with 8 members via the mobile app. Is this a known limitation of the Windows app, a bug, or a configuration issue? What steps should be taken to resolve this?
A: Based on the conversation, it appears to be a bug in the Qiscus Omnichannel Windows application where the maximum number of accessible group members is limited to 5, despite the expectation and previous experience of accessing groups with up to 8 members. To confirm this and gather more information for the Support team, the following steps are recommended:
- Reproduce the issue: Try to open a group with more than 5 members using the Windows app.
- Gather information: Note the App ID, the exact number of members in the group, the time the error occurred, and screenshots or videos if possible (but be mindful of client privacy).
- Test with a trial account: As suggested by Anggraeni, creating a trial account to test group access with varying member counts can help confirm if the issue is specific to a particular account or a general problem.
- Report to Support: Escalate the issue to the Qiscus Support team (help@qiscus.com) with all collected information to allow them to investigate and fix the problem.
Created by: saadah
Created at: 2025-03-06T08:05:10.400Z
Question Summary: Link Sehat’s team experienced an issue where `post_comment` API calls didn’t always trigger `update_comment_status`, preventing real-time chat via
`newMessageCallback`. They also inquired about the impact of a pending websocket connection on this issue and whether `updateStatusMessage` relies on `newMessageCallback` for read receipts.
Answer Summary: The issue initially reported was seemingly resolved upon retesting. The
`newMessageCallback` is responsible for handling new messages, not necessarily triggering
`update_comment_status` directly. Read receipts are handled via `commentReadCallback`, not
`newMessageCallback`. Further investigation requires the client’s MQTT curl request details.
Q&A Format:
Q1: Tim kami telusuri untuk kirim chat melalui api `post_comment` tidak selalu otomatis trigger memanggil api `update_comment_status`. Hal tersebut yang membuat untuk trigger
`newMessageCallback` dari sisi penerima tidak dapat chat secara real-time. Apakah bisa dibantu? Apakah websocket yang pending juga mempengaruhi trigger
`update_comment_status`?
A1: Setelah dilakukan pengecekan ulang, masalah `post_comment` yang tidak selalu memicu
`update_comment_status` tampaknya sudah teratasi. `newMessageCallback` menangani pesan baru, tetapi tidak selalu langsung memicu `update_comment_status`. Untuk informasi lebih lanjut, mohon berikan detail `curl` permintaan MQTT yang berstatus pending. Status websocket yang pending mungkin juga berpengaruh, tetapi perlu data lebih lanjut untuk memastikannya.
Q2: Kalau `updateStatusMessage` itu lewat `newMessageCallback` kah? Misal aku nge-chat Mas Achmad, trus aku baca pesannya Mas Achmad, Mas Achmad dapat update status
read-nya dari `newMessageCallback`?
A2: Update status read (baca) tidak melalui `newMessageCallback`. Status read dikirim melalui `commentReadCallback`.
Created by: saadah
Created at: 2025-03-06T08:06:13.740Z
Question Summary: Team needs assistance locating where to retrieve the WhatsApp Business API webhook, as it’s no longer available in the Integrations section. Rozi provided a link to the documentation, suggesting the client needs to set up their webhook URL.
Answer Summary: The WhatsApp Business API webhook retrieval process has changed. The provided documentation link offers guidance on setting up the webhook URL.
Question & Answer Format:
Q: Where can we find the WhatsApp Business API webhook now that it’s no longer accessible in the Integrations section?
A: The WhatsApp Business API webhook retrieval process has changed. Please refer to this documentation for updated instructions:
https://documentation.qiscus.com/omnichannel-chat/whatsapp-business-api#settings-the-webho oks . This documentation explains how to set up the webhook URL. The client needs to set up their webhook URL first.
Created by: saadah
Created at: 2025-03-06T08:08:07.063Z
Question Summary: iOS users are experiencing issues with Qiscus Omnichannel push notifications not appearing. Android users are not experiencing this problem. The question focuses on whether the lack of pop-up notifications on iOS is a known issue or a user-specific problem. A secondary question concerns whether admin users should always receive notifications for agent replies.
Answer Summary: The issue is not a universal iOS problem, as at least one user reports receiving notifications consistently. The lack of notifications is likely due to individual device settings. Admin users should receive notifications for agent replies because they can access all messages. Troubleshooting steps involved toggling push notifications on and off in the admin dashboard and browser settings.
Question and Answer Format:
Q: Apakah tidak munculnya notifikasi pop-up Omnichannel di iOS merupakan masalah umum atau masalah khusus pengguna? Apakah admin seharusnya selalu menerima notifikasi balasan agen?
A: Berdasarkan laporan, tidak munculnya notifikasi pop-up Omnichannel di iOS *bukan* masalah umum. Setidaknya satu pengguna melaporkan menerima notifikasi secara konsisten. Kemungkinan besar, masalah tersebut disebabkan oleh pengaturan perangkat masing-masing pengguna iOS. Ya, admin seharusnya selalu menerima notifikasi balasan agen karena mereka dapat mengakses semua pesan. Untuk pemecahan masalah, disarankan untuk mencoba mengaktifkan dan menonaktifkan notifikasi push di dasbor admin dan pengaturan browser.
Created by: saadah
Created at: 2025-03-06T08:08:51.914Z
Question Summary: The internal team is experiencing issues with the Robolabs Sozo chatbot, specifically the “Sparks Sport” and “Sparks English” bots. The issue revolves around automatic agent assignment during early working hours and the inability to utilize the “outside office hours” handover feature due to conflicting 24/7 settings. There’s confusion about whether the two Sparks bots are the same or different and whether the bot’s settings are custom or standard Qiscus configurations.
Answer Summary: The problem stems from conflicting settings within Robolabs. The “outside office hours” handover is disabled, possibly due to the 24/7 setting of the Sozo skin. The team needs to check the bot’s intent settings and fulfillment enablement. Clarification is needed on whether “Sparks Sport” and “Sparks English” are separate bots or utilize the same App ID. The provided documentation on handover to agents is relevant but doesn’t fully resolve the issue.
Q&A Format:
Q1: Robolabs Sozo chatbot (“Sparks Sport” and potentially “Sparks English”) isn’t automatically assigning agents during early working hours, and the “outside office hours” handover feature is unavailable. What are the potential causes and troubleshooting steps?
A1: The issue likely stems from conflicting settings within the Robolabs Sozo chatbot configuration. The 24/7 setting of the Sozo skin might be disabling the “outside office hours” handover. Troubleshooting steps include:
- Verify Intent and Fulfillment: Check if the intent is active and the fulfillment is enabled for the relevant bot(s).
- Check Sozo Skin Settings: Review the settings of the Sozo skin to ensure it’s not overriding the desired agent assignment behavior.
- App ID and Bot Differentiation: Determine if “Sparks Sport” and “Sparks English” are separate bots or share the same App ID. This impacts how settings are applied. Multiple brands within one App ID can cause conflicts.
- Review Handover Settings: Refer to the provided documentation (https://documentation.qiscus.com/robolabs/handover-agent#handover-after-office-hours ) to confirm the handover settings are correctly configured. Ensure the “handover outside office hours” is enabled if intended.
Q2: Are “Sparks Sport” and “Sparks English” separate Robolabs bots, or do they share the same App ID and settings? How does this affect troubleshooting?
A2: This information is crucial. If they share an App ID, a setting change for one will affect the other. If they are separate, the problems might be isolated to one bot. To resolve this, provide the App ID(s) used by each bot.
Q3: The team mentioned a Slack thread (https://qiscustech.slack.com/archives/C015CMDQGKT/p1741092286749549?thread_ts=17410 92148.447309&cid=C015CMDQGKT|ini ). Does this thread provide additional context or information relevant to the issue?
A3: Access to the Slack thread is needed to provide a more informed answer. Please share the content of the Slack thread for further analysis.
Q4: What further information (e.g., screenshots, specific timestamps, Room IDs) is required to effectively diagnose and resolve this issue?
A4: To effectively diagnose the issue, please provide:
- App ID(s) for Sparks Sport and Sparks English: This helps identify if they are separate or share settings.
- Screenshots of the Robolabs settings: This will allow visual inspection of the bot configurations.
- Relevant timestamps: Knowing the specific times when the issue occurs will help pinpoint potential problems.
- Room IDs (if applicable): This will help isolate specific conversations where the issue is occurring.
This detailed Q&A format addresses the core issues raised by the internal team and outlines the necessary steps to resolve the problem.
Created by: saadah
Created at: 2025-03-06T08:13:34.882Z
Summary of Questions:
Team reported an inability to create tickets within the team. Andrianto Nur Anggoro mentioned a recently deployed update adding requester organization payload to webhooks. Uswatun Hasanah then asked for clarification on whether this update addressed their ticket creation issue.
Question and Answer Format:
Question 1: Why are Team unable to create tickets within the team?
Answer 1: The provided text doesn’t definitively state the reason for their inability to create tickets.Team mentions a webhook update adding requester organization payload, implying a potential connection to the problem. Further investigation is needed to determine if this update is the cause or if there’s another underlying issue.
Question 2: What was the nature of the webhook update mentioned team?
Answer 2: The webhook update added the “requester organization” payload to the request. Question 3: Does the webhook update resolve team issue with ticket creation?
Answer 3: This is unclear. Uswatun Hasanah’s question implies a possible connection but doesn’t confirm if the update solved the problem. Further investigation is needed to verify.
Created by: saadah
Created at: 2025-03-06T08:15:47.992Z
Summary of Question:
A client, Viberlink (`lustn-5c5igieyiokwdzc`), is experiencing recurring issues with Qiscus Robolabs, leading to frustration due to delayed responses from the Account Manager (AM) and previous misinformation. The client requested a meeting. The internal team needs to understand the root cause of the Robolabs issue and prevent recurrence.
Question and Answer Format:
Question: Client Viberlink (`lustn-5c5igieyiokwdzc`) is experiencing recurring issues with Qiscus Robolabs, causing frustration due to delayed AM responses and past misinformation. The Slack links (https://qiscustech.slack.com/archives/C01HU4JV571/p1741051933873129?thread_ts=174073 1374.109919&cid=C01HU4JV571 and
https://qiscustech.slack.com/archives/C01HU4JV571/p1741136992506029 ) provide more context. What steps should be taken to resolve the Robolabs issue, address the client’s
concerns, and prevent future occurrences? What information is needed to investigate the root cause?
Answer: To effectively resolve this issue and prevent future occurrences, we need more information. Specifically, we need:
- Detailed description of the Robolabs issue: What exactly is malfunctioning? What are the specific error messages (if any)? What steps has the client already taken to troubleshoot?
- Client’s App ID: This will allow us to access their specific Robolabs configuration and logs.
- Relevant logs and screenshots: Any logs from the Robolabs side or screenshots from the client’s end illustrating the issue would be helpful.
- Timeline of events: A precise timeline of when the issue started, when the client contacted support, and when the AM responded would be beneficial.
- Content of the misinformation: Understanding the nature of the misinformation provided last Friday is crucial for preventing similar incidents.
Once this information is gathered, the Support team can investigate the root cause and provide a solution. In the meantime, we should proactively communicate with Viberlink, acknowledging their frustration, and providing an estimated timeline for resolution. We should also ensure the AM is promptly responding to client communication.
Created by: saadah
Created at: 2025-03-06T08:16:59.915Z
Pertanyaan:
Bagaimana cara memeriksa riwayat perubahan foto profil WhatsApp Business Account (WABA) dari klien Asuransi Astra Buana yang tiba-tiba kosong?
Ringkasan Jawaban:
Riwayat perubahan foto profil WABA dapat dicek di Activity Log Facebook Business Manager (FBBM) melalui tautan: https://business.facebook.com/latest/whatsapp_manager/activity_log .
Format Tanya Jawab:
Pertanyaan: Selamat pagi team, mau bertanya, apakah ada cara untuk mengecek history perubahan Photo profil channel WA team? (Uswatun Hasanah)
Jawaban: Riwayat perubahan foto profil WhatsApp Business Account (bukan channel badge icon) dapat dilihat di Activity Log pada Facebook Business Manager (FBBM) di link ini: https://business.facebook.com/latest/whatsapp_manager/activity_log .
Created by: saadah
Created at: 2025-03-06T08:18:07.396Z
Question Summary: Clients want to develop their own WhatsApp flows using Qiscus WhatsApp Business API. The question centers around the feasibility, process, and documentation for
setting up a custom WhatsApp flow, specifically regarding the use of `flow_token` and `flow_id`, and the role of the public key. There’s a lack of clear documentation on this process.
Answer Summary: It is possible for clients to develop their own WhatsApp flows. However, current documentation is incomplete. The `flow_token` and `flow_id` are not tied to a specific WhatsApp Business Account ID (WABA ID) and can contain arbitrary data like room ID or channel ID. Setting up a custom flow requires obtaining a public key from the Facebook Business Manager (FBM). A more comprehensive tutorial and FAQ are needed to improve support for this feature.
Question and Answer Format:
Q: Is it possible for clients to develop their own WhatsApp flows using the Qiscus WhatsApp Business API, and if so, what is the process? The current documentation seems incomplete.
A: Yes, it is possible for clients to develop their own WhatsApp flows using the Qiscus WhatsApp Business API. However, the documentation on this process is currently incomplete. Clients will need to obtain a public key from their Facebook Business Manager (FBM). The
`flow_token` and `flow_id` are not tied to a specific WABA ID and can be used to store information like `phone_number`, `contact_id`, `time`, and `room_id` for easier access within the flow. A more detailed tutorial and FAQ are needed to clarify the process and improve client support. This should include step-by-step instructions for creating and sending WhatsApp flows.
Created by: saadah
Created at: 2025-03-06T08:19:06.743Z
Question Summary: Sucor Security created a Knowledge Base (KB) for a Large Language Model (LLM) using headings. The team is debating the optimal heading level (H1 vs. H2) for structuring questions within the KB, specifically regarding clarity and PDF extraction.
Answer Summary: The team initially considered using H1 headings for each question, but later determined that using H2 headings for each question, with H1 only for the FAQ Help Desk section, provides better clarity and improves the functionality of the knowledge base’s table of contents when extracting to PDF. Testing with the client’s App ID is recommended to confirm functionality.
Question & Answer Format:
Q: What is the optimal heading level (H1 or H2) to use for structuring questions in a Knowledge Base (KB) for an LLM, considering both clarity and PDF extraction functionality?
A: The team initially suggested using H1 headings for each question in the knowledge base. However, after further discussion, using H2 headings for individual questions, reserving H1 headings only for the FAQ Help Desk section, was deemed to offer better clarity. This approach
also improves the table of contents when the KB is extracted as a PDF. It is recommended to test this using Sucor Security’s App ID to confirm the improved functionality.
Created by: saadah
Created at: 2025-03-06T08:22:52.265Z
Summary of Question:
Team asked whether the Email channel in Qiscus Omnichannel Chat supports CC functionality and if CSAT (Customer Satisfaction Score) can be included in the email.
Summary of Answer:
Yes, the Email channel in Qiscus supports CC functionality, and it can be found under the “Additional Information” section. A helpful documentation link was also shared.
Question and Answer Format:
Q:
Apakah Email channel di Qiscus Omnichannel Chat sudah bisa menggunakan fitur CC? Selain itu, apakah CSAT juga bisa dimasukkan ke dalam email?
A:
Untuk fitur CC di Email channel Qiscus, sudah bisa digunakan. Fitur ini dapat ditemukan pada bagian “Additional Information.” Berikut adalah dokumen panduan yang dapat membantu Anda lebih lanjut:
https://documentation.qiscus.com/app-center/email#cc–bcc |Panduan CC dan BCC Email.
Untuk pertanyaan terkait CSAT, mohon maaf, saat ini informasi mengenai hal tersebut belum tersedia di percakapan ini. Jika diperlukan, silakan mengonfirmasi lebih lanjut dengan tim Support untuk informasi terkait CSAT pada Email channel. 😊
Created by: saadah
Created at: 2025-03-06T08:23:57.920Z
Question Summary:
Bagaimana cara mengaktifkan fitur MMLite/Optimized Broadcast di integrasi WhatsApp? Apakah membutuhkan akses Facebook Business Manager (FB BM) dan login Facebook?
Answer Summary:
Untuk mengaktifkan fitur MMLite/Optimized Broadcast, memang harus login ke Facebook dan memiliki akses ke WhatsApp Business Manager (FB BM). Proses ini mirip dengan proses embedded, sehingga lebih baik dilakukan langsung oleh tim klien. Dokumentasi terkait dapat diakses melalui: [Enable Marketing Broadcast Optimization](https://documentation.qiscus.com/omnichannel-chat/marketing-broadcast-optimiz ation#enable-marketing-broadcasts-optimization).
Question and Answer Format:
Q: Bagaimana cara mengaktifkan fitur MMLite/Optimized Broadcast di integrasi WhatsApp? Apakah membutuhkan akses Facebook Business Manager (FB BM) dan login Facebook? A: Untuk mengaktifkan fitur MMLite/Optimized Broadcast, berikut langkah-langkahnya:
- Login ke Facebook menggunakan akun yang memiliki akses ke WhatsApp Business Manager (FB BM).
- Pastikan Anda memiliki izin yang diperlukan untuk mengelola integrasi ini.
- Proses ini mirip dengan “embedded process,” sehingga lebih baik dilakukan langsung oleh tim klien yang memiliki akses ke FB BM.
- Untuk panduan lengkap, Anda dapat merujuk pada dokumentasi resmi di tautan berikut: Enable Marketing Broadcast [Optimization]
https://documentation.qiscus.com/omnichannel-chat/marketing-broadcast-optimization#enable- marketing-broadcasts-optimization .
Semoga membantu! 😊
Created by: saadah
Created at: 2025-03-11T07:11:34.216Z
Ringkasan Pertanyaan:
Apakah history message di dashboard SDK dibatasi sampai 7 hari terakhir? Jika klien ingin menarik data sendiri, API apa yang harus mereka gunakan?
Ringkasan Jawaban
History message di dashboard SDK tidak terbatas pada 7 hari terakhir. Untuk menarik data sendiri, klien dapat menggunakan API **Create a Backup (Export)** yang tersedia di dokumentasi Qiscus. Selain itu, data di analytics dapat di-download dengan limit row tertentu (hingga 1 juta rows).
Format Tanya Jawab Pertanyaan:
Hallo team, Untuk dashboard SDK itu, history messagenya juga limited to last 7 days ya team?
Mohon maaf saya kelupaan, kalau mereka mau narik data sendiri, itu pakai API yg mana ya team? Terima kasihh banyak sebelumnyaa :pray:
Jawaban:
Halo, terima kasih atas pertanyaannya! Berikut penjelasannya:
- History Message di Dashboard SDK:
History message di dashboard SDK sebenarnya **tidak terbatas hanya pada 7 hari terakhir**. Berdasarkan informasi yang ada, jika data di analytics di-download, seharusnya bisa mencakup lebih dari 7 hari, namun mungkin ada batasan jumlah row tertentu (hingga 1 juta rows).
- API untuk Menarik Data Sendiri:
Klien dapat menggunakan API Create a Backup (Export) untuk menarik data mereka sendiri. API ini memungkinkan klien untuk melakukan backup data dalam bentuk file JSON. Backup ini juga bisa dijadwalkan untuk dijalankan satu kali atau secara periodik. Dokumentasinya dapat diakses di link berikut:
<https://documentation.qiscus.com/chat-server-api/data-backup–export–and-import>
Jika ada pertanyaan lebih lanjut atau kendala teknis, silakan hubungi tim Support untuk bantuan lebih lanjut. 😊
Created by: saadah
Created at: 2025-03-11T07:13:43.312Z
Summary of Question
Team menyampaikan bahwa ada permintaan dari klien ENT, Plaza Auto, yang ingin mengadakan meeting terkait kebutuhan automation Broadcast via API. Hana sudah menyarankan klien untuk mencoba dokumentasi terlebih dahulu dan mencatat kendala sebelum
meeting, tetapi ada kemungkinan klien tetap bersikeras untuk meeting. Hana ingin memastikan apakah ada tim yang bisa membantu bergabung dalam meeting tersebut pada hari Jumat jam 2 siang. Anggraeni D. Saputri dan Andrianto Nur Anggoro sudah menyatakan ketersediaan mereka untuk bergabung, namun Hana masih mencoba negosiasi agar klien mencoba terlebih dahulu.
Summary of Answer:
Tim interna, sudah bersedia untuk bergabung d,alam meeting dengan klien jika dibutuhkan. Namun, tetap dianjurkan agar klien mencoba dokumentasi terlebih dahulu dan mencatat kendala sebelum meeting dilakukan. Jika ada eskalasi lebih lanjut terkait kebutuhan teknis, mohon untuk menginformasikan lebih detail.
Question and Answer Format Question:
Hallo, ada client ENT (Plaza Auto) yang ingin membahas kebutuhan automation Broadcast via
API melalui meeting besok, Jumat jam 2 siang. Saya sudah menyarankan mereka untuk mencoba dari dokumentasi terlebih dahulu dan mencatat kendala, tetapi ada kemungkinan mereka tetap ingin meeting. Apakah ada tim yang bisa membantu bergabung dalam meeting tersebut? Saat ini, Anggraeni dan Andrianto sudah menyatakan ketersediaan mereka, namun saya masih mencoba nego agar klien mencoba dulu. Mohon konfirmasi dan saran, ya.
Answer:
Hallo, terima kasih atas detail informasinya! 😊
Untuk meeting besok jam 2 siang, tim internal sudah menyatakan ketersediaan untuk bergabung, jadi jika klien tetap ingin melakukan meeting, tim kita bisa mendukung. Namun, langkah yang sudah Anda lakukan dengan menyarankan klien untuk mencoba dokumentasi dan mencatat kendala terlebih dahulu sudah sangat tepat.
Jika klien tetap bersikeras untuk meeting, pastikan untuk mengonfirmasi apakah mereka memiliki poin-poin spesifik yang perlu dibahas agar meeting dapat berjalan efektif. Bila ada kebutuhan eskalasi lebih lanjut terkait kebutuhan teknis, silakan informasikan detailnya kepada tim Support untuk tindak lanjut lebih lanjut.
Semoga berjalan lancar, dan jangan ragu untuk menghubungi jika ada hal lain yang membutuhkan bantuan. Terima kasih! 🙌
Created by: saadah
Created at: 2025-03-11T07:15:32.461Z
Summary of Question:
Team bertanya mengenai apakah chat pertama yang dikirim dari WhatsApp Business App (WABA) ke nomor lain akan masuk ke Qiscus Omnichannel (OC). Deva Agus P mencatat bahwa pesan pertama tidak masuk ke OC, dan pesan selanjutnya juga tidak di render di OC meskipun terlihat di webhook. Mereka meminta konfirmasi lebih lanjut kepada tim terkait.
Summary of Answer:
Pesan pertama yang dikirim melalui WhatsApp Business App (WABA) ke nomor lain tidak akan masuk ke Qiscus Omnichannel Chat (OC), sesuai ekspektasi. Namun, pesan selanjutnya yang dikirim juga tidak dirender di OC walaupun terlihat di webhook. Masalah ini memerlukan eskalasi ke tim produk untuk memastikan apakah hal ini bisa diatasi.
Q&A Format
Q: Apakah chat pertama yang dikirim dari WhatsApp Business App (WABA) ke nomor lain akan masuk ke Qiscus Omnichannel (OC)?
A: Tidak, pesan pertama yang dikirim dari WhatsApp Business App (WABA) ke nomor lain tidak akan masuk ke Qiscus Omnichannel Chat (OC). Hal ini sesuai ekspektasi karena chat pertama tidak dianggap sebagai interaksi yang dimulai dari OC.
Q: Pesan selanjutnya yang dikirim melalui WhatsApp Business App (WABA) tidak dirender di OC, meskipun terlihat di webhook. Bagaimana solusinya?
A: Masalah ini perlu dikonfirmasi lebih lanjut dengan tim produk. Jika pesan terlihat di webhook, secara teknis seharusnya bisa ditampilkan di OC. Namun, perlu dipastikan apakah ada keterbatasan atau konfigurasi yang harus diatur terlebih dahulu. Silakan eskalasi ke tim produk untuk investigasi lebih lanjut.
Q: Apakah Qiscus Omnichannel mendukung WhatsApp Coexistence sepenuhnya?
A: WhatsApp Coexistence dirancang untuk membantu bisnis yang menggunakan WhatsApp Business App (WABA) agar dapat meningkatkan engagement pelanggan melalui Qiscus Omnichannel Chat sambil tetap mempertahankan aplikasi WABA mereka. Namun, untuk kasus tertentu seperti yang disebutkan, perlu adanya eskalasi ke tim produk untuk memastikan kompatibilitas penuh.
Jika masih ada pertanyaan atau konfirmasi tambahan, silakan eskalasi langsung ke tim produk atau hubungi tim Support melalui jalur resmi. 😊
Created by: saadah
Created at: 2025-03-11T07:17:23.588Z
Summary of Question:
The internal team is asking whether they can change the plan of a staging app (`appid: uacqe-ozotrcsqgrml5vu`) to “Marketplace Plan Sandbox” in order to enable the AppCenter
Widget feature, which is currently not appearing. They also ask about an alternative solution if changing the plan might incur additional costs.
Summary of Answer:
Instead of changing the plan to “Marketplace Plan Sandbox,” which might result in additional costs, the feature was temporarily enabled for the staging app, and the issue was resolved. The AppCenter Widget is now visible without needing to change the plan.
Question and Answer Format:
Question:
Mas/Mba, appcenter widget buat trigger omniform di beberapa akun staging tidak muncul. Kata Mas Adit, coba ganti plan ke “Marketplace Plan Sandbox” di superadmin. AppID yang bermasalah: `uacqe-ozotrcsqgrml5vu`. Apakah bisa dibantu ganti plannya? Kalau ada alternatif solusi lain, bagaimana ya?
Answer:
Untuk masalah ini, mengganti plan ke “Marketplace Plan Sandbox” memang bisa menjadi salah satu opsi, tetapi bisa menimbulkan biaya tambahan (1,6M). Sebagai alternatif solusi, fitur yang diperlukan sudah di-enable sementara untuk staging app dengan AppID
`uacqe-ozotrcsqgrml5vu`. Silakan coba lagi, dan AppCenter Widget seharusnya sudah muncul. Jika ada kendala lain, silakan hubungi kembali. 😊
Created by: saadah
Created at: 2025-03-11T07:19:28.447Z
Question Summary:
Apakah laporan (report) AI Assistant hanya mencakup penggunaan Agent Copilot saja, atau apakah penggunaan LLM juga termasuk dalam laporan AI Assistant?
Answer Summary:
Laporan AI Assistant hanya mencakup penggunaan Agent Copilot saja. Jika berhubungan dengan penggunaan LLM (seperti Robolabs), terdapat analytics tersendiri yang terpisah.
Question and Answer Format:
Q: Apakah laporan (report) AI Assistant hanya mencakup penggunaan Agent Copilot saja, atau apakah penggunaan LLM juga termasuk dalam laporan AI Assistant?
A: Laporan AI Assistant hanya mencakup penggunaan Agent Copilot saja. Untuk penggunaan LLM, seperti Robolabs, terdapat analytics tersendiri yang terpisah.
Created by: saadah
Created at: 2025-03-11T07:20:13.392Z
Summary of Question
Pertanyaan terkait error pada template carousel, khususnya mengenai aturan jumlah line breaks yang diperbolehkan dalam setiap card pada template tersebut.
Summary of Answer:
Maksimal jumlah line breaks yang diperbolehkan dalam satu card adalah 2. Jika melebihi batas ini, maka akan menyebabkan error. Informasi ini juga telah dikonfirmasi oleh tim Meta.
Q&A Format:
Pertanyaan:
Selamat siang, terkait error pada template carousel, maksudnya “index = 2” itu menunjukkan card ke berapa? Apakah ada batasan jumlah line breaks dalam satu card?
Jawaban:
Selamat siang, terima kasih atas pertanyaannya! Berdasarkan informasi yang ada, “index = 2” menunjukkan card ke-3, karena indexing biasanya dimulai dari 0. Untuk jumlah line breaks, batas maksimal yang diperbolehkan dalam satu card adalah 2. Jika ada lebih dari 2 line breaks dalam satu card, maka akan menyebabkan error. Informasi ini juga telah dikonfirmasi oleh tim Meta bahwa maksimal memang 2 new lines per card. Apabila masih ada kendala atau pertanyaan lain, silakan dikonfirmasi kembali. Terima kasih! 🙏
Created by: saadah
Created at: 2025-03-11T07:21:31.920Z
Summary of Question:
Pertanyaan terkait penggunaan API untuk integrasi WhatsApp Business Account (WABA) non-BSP Sprintasia, termasuk API yang digunakan untuk membuat channel WA. Ada diskusi tentang perbedaan API yang digunakan, referensi Postman Collection lama, serta konfirmasi apakah mekanisme API tersebut masih relevan atau perlu penyesuaian dari pihak Sprintasia.
Summary of Answer:
API yang digunakan untuk integrasi WABA non-BSP Sprintasia masih perlu diverifikasi lebih lanjut ke tim Support atau tim Product terkait. Mekanisme API yang disebutkan sebelumnya mengacu pada integrasi WABA yang sudah menggunakan cloud, sehingga solusinya tergantung pada konfigurasi WABA Sprintasia saat ini. Jika mekanisme lama masih relevan, integrasi dapat dilakukan dengan hit API secara manual.
Question and Answer:
Q: Apakah API yang digunakan untuk integrasi WABA non-BSP Sprintasia dan bagaimana cara memastikan bahwa API tersebut masih berlaku?
A:
API untuk integrasi WABA non-BSP Sprintasia dapat menggunakan metode seperti yang tercantum dalam referensi Postman lama:
“`curl –location ‘<https://n8n.qiscus.io/webhook/1af1f3a2-7d1e-40c8-9ed3-ed8bc46ef492>’ \
–header ‘Authorization: ‘ \
–header ‘Content-Type: application/json’ \
–data ‘{
“channel_name”: “”,
“app_id”: “”,
“phone_id”: “”,
“phone_number”: “”,
“pin”: “”,
“waba_id”: “”
}’“`
Namun, perlu dipastikan mekanismenya melalui langkah berikut:
- Konfirmasi ke tim Product atau Support terkait apakah mekanisme lama masih berlaku. Mekanisme lama ini mengharuskan WABA Sprintasia sudah menggunakan cloud dan konfigurasi data seperti yang dulu sudah diimplementasikan.
- Jika mekanisme masih relevan, API dapat digunakan dengan cara hit manual melalui Postman atau platform lainnya.
- Jika ada perbedaan mekanisme, Sprintasia perlu menyesuaikan sesuai dengan instruksi terbaru.
Pastikan untuk mengkonfirmasi kembali informasi ini dengan tim Product lain terkait, terutama mengingat jawaban terakhir dari tim sebelumnya menyebutkan bahwa mekanisme lama masih bisa digunakan jika konfigurasi sesuai.
Created by: saadah
Created at: 2025-03-11T07:22:42.887Z
Ringkasan Pertanyaan:
Mengapa API handover to agent pada Honestdoc tidak bekerja dengan baik?**
Tim internal melaporkan bahwa API handover to agent sering mengalami masalah, seperti error 400 (agent not found) meskipun agent aktif secara online. Selain itu, terdapat juga beberapa issue lain seperti error 500 ketika mengirim pesan dan error 429 (rate limiter). Klien merasa bahwa API handover ini tidak konsisten dan tidak dapat diandalkan. Apakah masalah ini berasal dari sistem Qiscus atau implementasi API oleh klien?
Format Tanya Jawab:
Pertanyaan:
Kenapa API Handover to Agent pada Honestdoc sering mengalami kegagalan meskipun agent diklaim online?
Jawaban:
Berdasarkan investigasi, berikut adalah beberapa temuan utama:
- Terkait error 400 (agent not found):
- Dari log Loki Qiscus, terdapat permintaan ke endpoint `/hand_over_to_role` dengan status
400. Namun, agen Love (HDCare) seharusnya sudah online saat permintaan dilakukan.
– Kemungkinan terdapat masalah pada parameter yang dikirimkan atau sinkronisasi status online agent dengan sistem yang digunakan Honest Doc.
- Terkait error 500 saat mengirim pesan:
- Log menunjukkan bahwa error 500 ini kemungkinan berasal dari request yang tidak valid (contohnya, duplicate request atau format payload yang tidak sesuai).
- Terkait error 429 (rate limiter):
- Kendala ini terjadi jika terlalu banyak request yang dikirim dalam waktu singkat, melampaui batas rate limiter yang diatur oleh sistem.
Untuk memastikan lebih lanjut, tim menyarankan agar issue ini dibawa ke tim PQF karena log Qiscus tidak menunjukkan error serupa seperti yang dilaporkan oleh klien. Hal ini menunjukkan kemungkinan bahwa masalahnya berada pada implementasi API dari sisi klien.
Tindak Lanjut:
- Tim dapat meminta klien untuk memberikan curl request lengkap untuk analisis lebih mendalam.
- Eskalasi ke tim PQF untuk validasi lebih lanjut atas ketidaksesuaian log di Qiscus dengan error yang dilaporkan klien.
Semoga penjelasan ini membantu! Jika ada pertanyaan tambahan, silakan hubungi kembali. 😊 Created by: saadah
Created at: 2025-03-11T07:24:07.392Z
Pertanyaan:
Summary Pertanyaan:
Apakah room anomaly yang expired sebelum 24 jam dapat mempengaruhi respons BOT sehingga tidak muncul di room tersebut?
Summary Jawaban:
Room anomaly yang expired sebelum 24 jam dapat memengaruhi respons BOT jika tidak ada pengiriman webhook ke BOT dari sistem Omnichannel. Hal ini dapat terjadi jika pesan mengalami timeout atau ada masalah dengan pengiriman webhook. Disarankan untuk memeriksa outgoing log terlebih dahulu. Jika tidak ada log pengiriman webhook, konfirmasi lebih lanjut dapat dilakukan ke tim Produk Qiscus (PQF).
Format Tanya-Jawab:
Pertanyaan:
Apakah room anomaly yang expired sebelum 24 jam dapat memengaruhi respons BOT sehingga tidak muncul di roomnya?
Jawaban:
Betul, jika room anomaly expired sebelum 24 jam, hal tersebut dapat memengaruhi respons BOT. Salah satu penyebabnya adalah tidak adanya pengiriman webhook dari Omnichannel ke BOT. Hal ini dapat terjadi karena pesan mengalami timeout atau ada problem dari sistem Omnichannel yang tidak mengirimkan webhook. Untuk memastikan hal ini, langkah awal adalah memeriksa outgoing log. Jika tidak ditemukan log pengiriman webhook, maka perlu konfirmasi lebih lanjut ke tim Produk Qiscus (PQF) untuk investigasi mendalam.
Created by: saadah
Created at: 2025-03-11T07:27:36.370Z
Pertanyaan Ringkas:
Apakah Modena memiliki custom autoresolve setelah 24 jam, atau masih menggunakan auto resolve default dari Robolabs?
Jawaban Ringkas:
Mohon maaf, saya tidak memiliki informasi pasti mengenai hal ini. Silakan mengeskalasikan pertanyaan ini ke tim Support untuk memastikan.
Format Tanya Jawab:
Pertanyaan:
Semangat pagi Izin mengkonfirmasi team, Modena, ada custom autoresolve after 24 hours ndak ya? Atau masih pakai auto resolve default dari Robolabs saja team? Mohon insigtnya terima kasih banyak sebelumnya :pray:
Jawaban:
Semangat pagi juga, Terima kasih atas pertanyaannya. Terkait pertanyaan mengenai apakah Modena memiliki custom autoresolve setelah 24 jam atau masih menggunakan auto resolve default dari Robolabs, saya mohon maaf karena saya tidak memiliki informasi pasti terkait hal ini. Untuk memastikan jawabannya, silakan mengeskalasikan pertanyaan ini ke tim Support agar dapat diproses lebih lanjut. Terima kasih! 😊
Created by: saadah
Created at: 2025-03-11T07:30:49.618Z
Pertanyaan dan Ringkasan Jawaban
Ringkasan Pertanyaan:
Terdapat anomali pada jumlah ongoing conversation di dashboard dan admin untuk Agent Bluebird. Apakah boleh/tidak melakukan penormalan dengan cara manual, yaitu menghapus agent dari room yang bermasalah? Apakah ada hal yang harus diperhatikan terkait notifikasi yang muncul saat proses ini dilakukan?
Ringkasan Jawaban:
Penormalan secara manual dapat dilakukan dengan menghapus agent dari room yang bermasalah. Namun, disarankan untuk memberikan informasi kepada pihak terkait terlebih dahulu sebelum melakukannya, mengingat proses ini akan memunculkan notifikasi “admin removed agent from this room”. Hal ini untuk menghindari kebingungan atau kekhawatiran dari pihak klien terkait notifikasi yang muncul.
Pertanyaan dan Jawaban Format
Pertanyaan:
Selamat pagi tim,
Terkait anomali jumlah ongoing conversation di dashboard dan admin untuk Agent Bluebird, apakah boleh/tidak melakukan penormalan dengan cara manual, yaitu menghapus agent dari room yang bermasalah? Apakah ada hal yang harus diperhatikan terkait notifikasi yang muncul saat proses ini dilakukan?
Jawaban:
Selamat pagi,terima kasih atas pertanyaannya.
Penormalan secara manual dapat dilakukan dengan cara menghapus agent dari room yang bermasalah, namun ada beberapa hal yang perlu diperhatikan:
- Proses ini akan memunculkan notifikasi “admin removed agent from this room.”
- Sebaiknya, informasikan terlebih dahulu kepada pihak terkait (klien) bahwa proses penormalan ini akan dilakukan dan notifikasi tersebut adalah hal yang diharapkan (expected).
Berikut contoh template komunikasi yang dapat digunakan untuk menginformasikan klien:
- “Selamat pagi team,
- Terkait kendala ini, tim kami akan melakukan penormalan secara manual. Proses ini akan memunculkan notifikasi ‘remove agent from room’. Perlu kami infokan bahwa ini adalah proses yang expected. Mohon ditunggu proses selanjutnya. 🙏”
Jika ada kendala lebih lanjut, jangan ragu untuk menghubungi tim Support. Terima kasih. 😊 Created by: saadah
Created at: 2025-03-11T07:38:52.516Z
Question Summary: Team is having trouble sending a WhatsApp template message with a static URL button using the Qiscus Omnichannel API. Andrianto Nur Anggoro initially suggested removing the button component, but later provided corrected cURL examples, identifying a potential comma error in Hana’s original code as the cause of a 400 error.
Answer Summary: The issue was a syntax error in Hana’s initial cURL request. Removing the unnecessary button component initially worked as a workaround, but the final solution involved providing a corrected cURL example that correctly includes the button component without syntax errors.
Question and Answer Format:
Q: How to send a WhatsApp template message with a static URL button using the Qiscus Omnichannel API? Hana’s initial attempt resulted in an error, and a simplified version without the button worked, but she wants to include the button. The provided cURL examples contain discrepancies.
A: The problem lies within the initial cURL request. While removing the button c’omponent provided a temporary solution, the correct approach is to use a properly formatted cURL request, as shown in Andrianto’s corrected examples. One possible error was an extra comma in the JSON data, causing a 400 error. The final corrected cURL request likely fixed the syntax issue allowing the button to be included. To ensure proper functionality, review the corrected cURL examples provided by Andrianto and double-check for any syntax errors (like extra commas or missing brackets) in the JSON payload. Refer to the Qiscus Omnichannel API documentation ([omnichannel.qiscus.com/docs](omnichannel.qiscus.com/docs)) for further details on the correct structure of WhatsApp template messages.
Created by: saadah
Created at: 2025-03-11T07:40:04.542Z
Summary of Question
Apakah waktu reset password di berbagai environment (stag, sandbox, dan paragon) disamakan? Berdasarkan pengecekan, semua menunjukkan 15 hari lagi untuk reset password.
Summary of Answer:
Pertanyaan ini perlu dikonfirmasi lebih lanjut. Mohon diarahkan ke tim Support untuk memastikan kebijakan dan konfigurasi terkait waktu reset password di environment tersebut.
Question and Answer Format:
Pertanyaan:
Apakah waktu reset password di berbagai environment (stag, sandbox, dan paragon) diatur agar sama? Berdasarkan pengecekan, semua menunjukkan 15 hari lagi untuk reset password. Apakah ini memang kebijakan atau ada konfigurasi tertentu?
Jawaban:
Terima kasih atas pertanyaannya. Terkait waktu reset password yang menunjukkan 15 hari lagi di stag, sandbox, dan paragon, hal ini perlu dikonfirmasi lebih lanjut ke tim Support untuk memastikan apakah kebijakan tersebut memang diberlakukan atau ada konfigurasi tertentu yang menyebabkan hal ini. Mohon untuk mengeskalasi pertanyaan ini ke tim Support agar dapat dijelaskan lebih detail. 😊
Created by: saadah
Created at: 2025-03-11T07:52:26.213Z
Pertanyaan (Summary of Question):*
Team menginformasikan bahwa klien menghadapi masalah terkait API auto-assign dan tagging. Mereka menggunakan API yang disebutkan dalam link dokumentasi, dan ada reliability issues pada fungsi agent handover. Meskipun parameter API sudah dikirimkan dengan benar, agen sudah online selama jam kerja, dan prosedur dokumentasi sudah diikuti, handover tetap gagal di beberapa chatroom. Tagging juga menghadapi masalah serupa. Pertanyaannya adalah apakah issue ini berasal dari sistem Qiscus?
Jawaban (Summary of Answer):
Masalah ini memerlukan investigasi lebih lanjut untuk memastikan apakah issue berasal dari sistem Qiscus atau bukan. Direkomendasikan untuk segera mengeskalasikan permasalahan ini ke tim Support agar dapat dilakukan analisis lebih mendalam terhadap log dan performa API terkait.
Format Tanya Jawab:
Pertanyaan:
Klien menghadapi masalah reliability pada fungsi agent handover menggunakan API auto-assign (link dokumentasi:
https://documenter.getpostman.com/view/8259884/TVsuCSeT#8218db08-9753-4d74-ae5f-0ee6 2f8579b9 ). Masalah yang dilaporkan meliputi:
- Penyerahan agen (handover) gagal di beberapa chatroom meskipun:
- Parameter API sudah dikirimkan dengan benar.
- Agen sudah online selama jam kerja normal.
- Prosedur yang didokumentasikan sudah diikuti.
- Tags juga mengalami masalah serupa. Apakah issue ini berasal dari sistem Qiscus?
Jawaban:
Terima kasih atas informasinya, Hana Fardilla. Berdasarkan deskripsi masalah yang diberikan, diperlukan investigasi lebih lanjut untuk menentukan penyebabnya. Saya merekomendasikan untuk mengeskalasikan permasalahan ini ke tim Support agar mereka dapat:
- Menganalisis log API terkait.
- Memastikan performa sistem dalam menangani fungsi auto-assign dan tagging.
- Memberikan solusi atau pembaruan jika diperlukan.
Silakan hubungi tim Support dengan detail berikut:
- Daftar chat room yang mengalami masalah.
- Waktu dan tanggal kejadian.
- Parameter API yang dikirimkan (tanpa data sensitif).
Jika ada informasi tambahan yang bisa mempercepat analisis, tolong tambahkan juga. Saya siap membantu lebih lanjut jika diperlukan! 😊
Created by: saadah
Created at: 2025-03-11T07:53:39.797Z
Question 1:
Summary of Question: Apakah parameter tertentu bisa digunakan untuk mendapatkan daftar pelanggan (customer list) melalui API?
**Summary of Answer:** Berdasarkan percakapan, ada kemungkinan error sementara atau parameter yang digunakan salah, seperti kode negara yang perlu dihapus.
Q&A Format:
Q: Mau konfirmasi, kalau get customer list pakai parameter tertentu apakah bisa?
A: Terkait penggunaan parameter, perlu diperiksa apakah parameter yang dimasukkan sudah benar. Berdasarkan diskusi, ada kemungkinan error atau ketidaksesuaian pada parameter seperti kode negara yang mungkin perlu dihapus. Jika masih terjadi error, disarankan untuk mengecek lebih lanjut di OC atau menghubungi tim Support.
Question 2:
Summary of Question: Apakah ada kendala pada CBP Metrox? Kendala yang terjadi sama seperti sebelumnya.
Summary of Answer: Permasalahan pada CBP Metrox perlu dicek lebih lanjut apakah ada isu tertentu yang menyebabkan kendala yang sama kembali terjadi.
Q&A Format:
Q: Mohon bantuannya, dari Metrox mengalami kendala di CBP-nya kembali, kendala sama seperti yang terjadi sebelumnya. Bisa dibantu cek?
**A:** Mohon maaf atas kendalanya. Untuk masalah pada CBP Metrox, ini perlu dilakukan pengecekan lebih lanjut oleh tim Support untuk mengetahui penyebab kendala yang sama terulang kembali. Silakan eskalasi ke tim terkait agar dapat diselesaikan segera.
Question 3:
Summary of Question Kenapa tidak bisa mengakses CDP di staging untuk project Gold Coin? Apakah ada maintenance?
Summary of Answer: Perlu dilakukan pengecekan apakah ada maintenance atau kendala lain di lingkungan staging untuk project tersebut.
Q&A Format:
Q: Kenapa tidak bisa mengakses CDP di staging untuk project Gold Coin? Apakah ada maintenance?
A: Untuk masalah akses CDP di staging, silakan cek apakah sedang ada maintenance yang berlangsung atau ada kendala teknis lain. Jika masih tidak bisa diakses, mohon eskalasi ke tim Support agar dapat dilakukan investigasi lebih lanjut.
Created by: saadah
Created at: 2025-03-11T07:55:08.533Z
Summary of Question and Answer
Question: Apakah fitur filtering sudah tersedia untuk Mobile Native? Answer:Untuk saat ini, fitur filtering belum tersedia di Mobile Native.
Question and Answer Format
Q: Apakah fitur filtering sudah tersedia untuk Mobile Native?
A: Untuk saat ini, kita belum memiliki fitur filtering di Mobile Native.
Created by: saadah
Created at: 2025-03-11T07:58:48.499Z
Summary of Question:
Team bertanya apakah nomor support sudah diundang ke grup oleh AM, apakah integrasi manual WhatsApp Business Solution Provider (BSP) dengan Qiscus aman terkait status verified, dan kemungkinan menggunakan Custom Channel untuk kebutuhan klien. Selain itu, ada diskusi mengenai kebutuhan Sprintasia dan dampak jika menggunakan Custom Channel pada pengiriman broadcast/report.
Answer Summary:
- Mengenai undangan nomor support ke grup, perlu dikonfirmasi dengan Account Manager (AM).
- Integrasi manual BSP lain ke Qiscus dapat dilakukan, namun status verified kemungkinan besar perlu diperiksa ulang karena ada potensi dampak.
- Custom Channel bisa menjadi opsi, tetapi perlu diingat bahwa fitur seperti broadcast dan report tidak akan bisa dilakukan dari dashboard Omnichannel.
- Untuk Sprintasia, pastikan kebutuhan detil sudah diberikan oleh klien agar solusi yang ditawarkan sesuai.
Q&A Format
Q: Apakah nomor support sudah diundang ke grup oleh AM?
A: Terkait undangan nomor support ke grup, perlu dikonfirmasi langsung dengan Account Manager (AM) yang bersangkutan untuk memastikan.
Q: Apakah integrasi manual WhatsApp BSP lain ke Qiscus aman terkait status verified?
A: Integrasi manual BSP lain ke Qiscus aman dilakukan. Namun, status verified account bisa saja terpengaruh dan ada kemungkinan perlu diverifikasi ulang. Sebaiknya konfirmasi lebih lanjut pada tim Support untuk memastikan.
Q: Bisakah menggunakan Custom Channel untuk kebutuhan klien?
A: Bisa menggunakan Custom Channel, tetapi perlu diperhatikan bahwa pengiriman broadcast dan report tidak bisa dilakukan dari dashboard Omnichannel jika menggunakan opsi ini.
Q: Apa langkah berikutnya untuk kebutuhan Sprintasia?
A: Pastikan klien (Sprintasia) telah memberikan detail kebutuhan mereka secara lengkap. Dengan begitu, tim dapat memberikan solusi yang sesuai, baik itu menggunakan integrasi manual atau Custom Channel.
Jika ada pertanyaan lebih lanjut, silakan eskalasi ke tim Support agar dapat memberikan panduan yang lebih spesifik.
Created by: saadah
Created at: 2025-03-11T08:00:28.492Z
Summary of Question and Answer:
Question Summary:
Team menanyakan apakah layanan Qiscus bersifat 24/7.
Answer Summary:
Jawabannya akan bergantung pada detail layanan yang dimiliki klien, dan jika tidak yakin, pertanyaan ini perlu diarahkan ke tim Support untuk memastikan.
Question and Answer Format:
Question:
Apakah servicenya 24/7?
Answer:
Terima kasih atas pertanyaannya. Untuk layanan Qiscus, ketersediaan support 24/7 tergantung pada jenis layanan yang digunakan oleh klien. Jika klien memiliki paket layanan tertentu seperti SLA (Service Level Agreement) yang mencakup support 24/7, maka layanan tersebut tersedia. Namun, jika detail ini belum jelas, silakan hubungi tim Support untuk memastikan ketersediaannya.
Created by: saadah
Created at: 2025-03-11T08:01:50.339Z
Summary of Question:
The internal team is discussing whether the custom service helpdesk can already read data from the organization field, and whether it is displayed in Slack notifications. Additionally, they are looking to confirm whether the organization-related data needs to be updated in the custom field and trigger updates for the ticket.
Summary of Answer:
The organization field data can already be read and is displayed in Slack notifications. However, further details about the organization source are not present. It is recommended to first ensure the organization field is set and include this in the 9 AM report for easier checking.
Q&A Format:
Q: Apakah custom service helpdesk sudah bisa membaca data dari field organisasi? Dan apakah data ini muncul di notifikasi Slack?
A: Ya, custom service helpdesk sudah bisa membaca data dari field organisasi, dan datanya juga muncul di notifikasi Slack. Namun, saat ini belum ada informasi detail tentang sumber organisasi yang tampil di sana. Disarankan untuk memastikan field organisasi sudah di-set
terlebih dahulu. Selain itu, informasi ini juga bisa dimasukkan ke dalam laporan jam 9 pagi untuk mempermudah pengecekan.
Q: Apa langkah yang perlu dilakukan jika field organisasi belum diisi atau di-set?
A: Jika field organisasi belum diisi, pastikan untuk meng-update client type di custom field organisasi, dan tambahkan trigger untuk meng-update tiket agar data terkait dapat terbaca dengan benar.
Created at: 2025-03-11T08:02:47.476Z
Summary of Question:
Team bertanya tentang batas maksimal ukuran file yang bisa diunggah melalui Qiscus, mengacu pada dokumentasi yang menyebutkan 20MB, tetapi ia berhasil mengunggah file sebesar 30MB di Omni. Pertanyaan ini memerlukan klarifikasi tentang batas pasti ukuran file, terutama karena ada perbedaan batasan untuk berbagai channel, seperti widget (SDK) dan Meta (misalnya, broadcast template).
Summary of Answer:
Batas maksimal unggahan file secara default di Qiscus adalah 20MB, sesuai dokumentasi. Namun, untuk beberapa kasus, batasan bisa berbeda tergantung pada channel yang digunakan (misalnya, SDK atau Meta). Jika ada percobaan unggahan lebih besar dari 20MB yang berhasil, ini mungkin memerlukan validasi lebih lanjut dengan tim Produk untuk mendapatkan kepastian.
Question and Answer Format:
Question:
Berapa batas maksimal ukuran file yang bisa diunggah di Qiscus? Dalam dokumen disebutkan 20MB, tapi file sebesar 30MB berhasil diunggah di Omni. Apakah batas maksimalnya sebenarnya lebih besar dari 20MB?
Answer:
Berdasarkan dokumentasi, batas maksimal unggahan file melalui Qiscus server adalah 20MB. Jika ingin mengunggah file dengan ukuran lebih besar, disarankan untuk menggunakan server uploader sendiri dan hanya mengirimkan URL file tersebut ke dalam pesan chat. Namun, ada beberapa faktor yang dapat memengaruhi, seperti channel yang digunakan.
Untuk Omni, jika file 30MB berhasil diunggah, kemungkinan ada konfigurasi berbeda. Selain itu, batasan ukuran file juga bisa berbeda untuk channel tertentu, misalnya:
- Widget (SDK) mengikuti batasan Qiscus server default (20MB).
- Meta (seperti broadcast template) memiliki batasan lebih kecil, misalnya 1MB untuk gambar.
Disarankan untuk mengonfirmasi hal ini lebih lanjut dengan tim Produk agar mendapatkan informasi yang lebih tepat.
Created at: 2025-03-11T08:04:03.171Z
Summary of Question:
Pertanyaan terkait pengaturan bot di Singgasana Hotel untuk memastikan bahwa:
- Jika sudah masuk ke intent Fallback atau intent lainnya, akan langsung handover (HO) ke agent.
- Chat pertama dari customer selalu diarahkan ke intent Greetings, meskipun chat tersebut tidak sesuai dengan training phrase.
Summary of Answer:
- Solusi untuk kebutuhan pertama adalah menambahkan intent Fallback di bawah intent Greetings yang sejajar dengan menu lainnya, dan memastikan fitur handover agent diaktifkan pada intent tersebut.
- Untuk kebutuhan kedua, enable fallback pada intent Greetings agar semua chat awal customer diarahkan ke intent tersebut.
Q&A Format:
Question:
Bagaimana cara mengatur bot di Singgasana Hotel agar:
- Jika sudah masuk ke intent Fallback atau intent lain, bot langsung melakukan handover (HO) ke agent.
- Chat pertama dari customer selalu diarahkan ke intent Greetings meskipun tidak ada di training phrase?
Answer:
- Untuk poin pertama, tambahkan intent Fallback lagi di bawah intent Greetings yang sejajar dengan menu-menu lain (seperti F&B). Pastikan fitur handover agent diaktifkan pada intent tersebut, sehingga jika customer mengirim chat yang tidak sesuai dengan menu setelah Greetings, bot akan langsung melakukan HO ke agent.
- Untuk poin kedua, enable fallback pada intent Greetings. Dengan begitu, setiap chat pertama dari customer (meskipun tidak sesuai dengan training phrase) akan diarahkan ke intent Greetings.
Jika ada kendala lebih lanjut, silakan hubungi tim Support untuk memastikan konfigurasi sudah sesuai. 😊
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