Kb solutions support squad all

Created by: saadah

Created at: 2025-02-12T03:37:43.384Z

Question: Apakah penggunaan Click to WhatsApp Ads (CTWA) dapat menyebabkan akun WhatsApp diblokir? Apa solusinya jika ini terjadi, dan apakah menggunakan WhatsApp Business API (WABA) lebih baik?

Answer: Penggunaan CTWA memang bisa menyebabkan akun WhatsApp diblokir jika tingkat blokir dan laporan dari pengguna tinggi setelah follow-up dari bisnis ke lead. Solusinya adalah menggunakan WhatsApp Business API (WABA) karena lebih tahan terhadap pemblokiran.

Selain itu, pastikan produk yang diiklankan tidak melanggar ketentuan dan kebijakan Meta.

Created by: saadah

Created at: 2025-02-12T03:49:46.240Z

Question and Answer Format:

Q: Why am I getting the “key creation is not allowed on this service account” error when a client uses their @kyonstudio.com email for Dialogflow? I can access it with my @qiscus.co email.

A: Kemungkinan akun Google Suite klien (@kyonstudio.com) tidak memiliki izin untuk membuat project GCP (Google Cloud Platform), yang diperlukan untuk Dialogflow. Akun @qiscus.co Anda (Zoho) mungkin memiliki izin yang berbeda. Ada beberapa solusi yang bisa dicoba:

1. Periksa Izin Akun Google Suite: Minta klien untuk memeriksa pengaturan akun Google Suite mereka dan memastikan bahwa mereka memiliki izin yang diperlukan untuk membuat project GCP. Admin Google Suite mereka mungkin perlu memberikan izin ini.

• Coba Buat Project Dialogflow Langsung: Minta klien untuk mencoba membuka https://dialogflow.cloud.google.com/ dan membuat project Dialogflow baru di sana. Ini akan membantu menentukan apakah masalahnya memang terkait dengan izin pembuatan project.

• Gunakan Akun @gmail.com: Cara paling simpel adalah meminta klien untuk menggunakan akun @gmail.com biasa. Akun ini biasanya memiliki izin default yang memungkinkan pembuatan project GCP.

Created by: saadah

Created at: 2025-02-12T03:55:10.459Z

Q&A Format:

Q: Client is unable to export a specific chat room transcript to email. The room in question is https://latest-omnichannel.qiscus.com/web/zibjk-4syi3hsrngolfpu/inbox#id=292423214 . Other rooms export fine. Attempts to retrieve the chat log via API also resulted in a 500 error. What’s the solution?

A: A workaround was provided by sharing a raw text file of the conversation: https://dnlbo7fgjcc7f.cloudfront.net/zibjk-4syi3hsrngolfpu/raw/upload/voGp81hqea/50e88.txt . The client was also advised to try the export functionality again. The support ticket was marked resolved, although it’s unclear if the underlying issue with the export feature was addressed, or if the provided text file served as the resolution. Further investigation may be needed to confirm the root cause of the export failure and ensure it doesn’t recur.

Created by: saadah

Created at: 2025-02-12T04:01:38.886Z

Question and Answer Format:

Q: Client is experiencing an issue creating a WhatsApp template. The submission failed with error code 400 around 2:16 PM on January 31, 2025. The template contains the word “slot.” What’s the likely cause and solution?

A: Kata “slot” sendiri sebenarnya tidak diblokir secara langsung oleh WhatsApp. Namun, kata ini sering dikaitkan dengan perjudian atau praktik pemasaran yang berpotensi menyesatkan, yang dibatasi oleh WhatsApp. Client sebaiknya merevisi template tersebut untuk menghindari kesan ketersediaan terbatas atau urgensi jika memang tidak demikian. Mereka juga dapat menghubungi tim support Qiscus dengan konten template untuk ditinjau dan dibantu.

Created by: saadah

Created at: 2025-02-12T04:53:14.871Z

Question:

Orlig is experiencing a “Media upload error” with error code 131053 when sending images via WhatsApp through the Qiscus platform. What triggers this error, and what are the possible solutions? A similar issue is also reported by a lead using the demokit SMB account

(zant-u1tcs7tharqvefcg) when sending broadcasts with variable image headers.

Answer Summary:

The error 131053, “Media upload error,” indicates that Meta’s servers are unable to retrieve the media from the provided URL. This can be due to several reasons, including firewall restrictions (especially if using CloudWAF), SSL certificate errors, or the URL not being publicly accessible. The immediate solution is to use Qiscus’s uploader, which provides a publicly accessible URL. Investigating firewall logs for blocked requests from Meta/Slack and checking SSL certificate validity are recommended. The range of Meta’s IPs for whitelisting requires further investigation via a support ticket.

Created by: saadah

Created at: 2025-02-12T05:02:47.285Z

Question:

Client issue regarding inconsistent PDF files sent via broadcast. The file displayed on the Qiscus dashboard differs from the one received by the client, Report provided examples of both files and the CSV used for the broadcast. The issue seems to affect some recipients, including a customer named Yohana. How should I proceed with this investigation?

Answer Summary:

Acknowledge the report and gather more information to investigate the discrepancy. This includes confirming the specific numbers experiencing the issue, the exact time of the broadcast, and any error messages on the dashboard or logs. Advise report to create a support ticket for proper tracking and escalation if needed. Provide resources like the Omnichannel API documentation (omnichannel.qiscus.com/docs) for potential troubleshooting steps related to file uploads and broadcasts.

Question and Answer Format:

Q: Mohon dibantu cek, ini dari klien kita menginfokan ada ketidaksesuaian file pdf yang di broadcast kepada customer mereka. Jadi file yang muncul di dashboard Qiscus tidak sama dengan yang diterima customer.

Support Bot:Terima kasih telah melaporkan masalah ini. Untuk membantu kami menyelidiki lebih lanjut, bisakah Anda memberikan informasi berikut:

Created by: saadah

Created at: 2025-02-12T05:11:29.508Z

Question Summary: UPPERWEST, a Qiscus client, is experiencing two issues: 1) a high volume of “junk leads” from their Instagram ad campaign arriving via WhatsApp, despite META confirming no irregularities on their side; and 2) the WhatsApp messages from these leads contain an unexpected `fb.me` link instead of the expected Instagram link, even though the ads are only running on Instagram. The internal team is unsure if Qiscus’s Omnichannel platform is contributing to these problems.

Answer Summary: The initial response acknowledges the issues and suggests investigating the Qiscus Omnichannel integration settings and filters for lead quality. It also proposes verifying the ad setup within Qiscus to ensure correct META integration. Further clarification requests details about the “junk leads” and confirmation from META regarding the `fb.me` link.

Ultimately, the conclusion is that Qiscus’s role is solely as an inbound platform; ad setup and lead quality are managed by the client and META’s algorithms.

Question and Answer Format:

Q1: UPPERWEST reports receiving numerous “junk leads” via WhatsApp from their Instagram ad campaign. META has confirmed no issues on their end. Could Qiscus’s Omnichannel platform be contributing to this problem, and if so, how can we investigate?

A1: To investigate the “junk leads” issue, we need to analyze the incoming leads to understand why they are categorized as such. This involves checking the Qiscus Omnichannel integration settings and any filters that might be affecting lead quality. However, the ad setup and lead quality are primarily managed by the client (UPPERWEST) and META’s algorithms. Qiscus only acts as the inbound platform. More details about what constitutes a “junk lead” for UPPERWEST are needed.

Q2: WhatsApp messages from the Instagram ad campaign contain an `fb.me` link instead of the expected Instagram link. The ads are only running on Instagram. Is this a Qiscus issue, or is it related to META’s ad setup?

A2: META’s response regarding the `fb.me` link is crucial. If META confirms that this link is generated by their system, then the issue lies with their ad setup and not with Qiscus’s Omnichannel. Qiscus’s role is simply to receive messages; it does not control the content of the message or the link included. Confirmation from META is needed to resolve this.

Created by: saadah

Created at: 2025-02-12T05:17:10.222Z

Question Summary: Client experienced a “failed” status when sending an image via WhatsApp Business API through Qiscus Omnichannel. The image was larger than the 5MB limit.

Answer Summary: The issue was resolved by resending the image after reducing its file size to under 5MB. The WhatsApp Business API has a 5MB file size limit for images.

Question and Answer Format:

Q:Client reported a failure when sending an image via WhatsApp Business API integrated with Qiscus Omnichannel. The error message indicated a media upload error. What was the cause of the failure and how was it resolved?

A: The error was caused by the image exceeding the WhatsApp Business API’s 5MB file size limit. The issue was resolved by resending the image after compressing it to a size smaller than 5MB.

Created by: saadah

Created at: 2025-02-12T05:23:26.937Z

Pertanyaan Lengkap: Tim Support, dapatkah Anda membantu memindahkan kembali nomor telepon ke App ID asalnya?

Jawaban:

Untuk dapat membantu memindahkan nomor telepon Anda kembali ke App ID semula, kami memerlukan informasi lebih lanjut. Mohon informasikan kepada kami:

1. Nomor telepon yang ingin dipindahkan.
2. App ID tujuan (App ID semula).

Setelah kami menerima informasi tersebut, kami akan memproses permintaan Anda.

Created by: saadah

Created at: 2025-02-12T05:28:57.394Z

Question Summary: Client requested a phone number via a submit request on their Omnichannel dashboard. The team needs clarification on the type of phone number requested and how to proceed.

Answer Summary: The request is for integrating a WhatsApp Business number into Client’s existing WhatsApp Business App using Qiscus Omnichannel’s WhatsApp Coexistence feature. IAMI needs to configure this themselves as Qiscus doesn’t manage their WhatsApp account. A link to the relevant documentation was provided.

Question and Answer Format:

Q: Client submitted a request for a phone number through their Omnichannel dashboard. What type of phone number are they requesting, and how should the request be handled?

A:Client is requesting assistance in integrating their existing WhatsApp Business number into Qiscus Omnichannel using the WhatsApp Coexistence feature. This allows them to use their existing WhatsApp Business App while scaling customer engagement through Qiscus Omnichannel. However, Client needs to handle the setup and configuration themselves, as Qiscus does not manage their WhatsApp account. The relevant documentation for WhatsApp Coexistence can be found here:

Created by: saadah

Created at: 2025-02-12T10:58:09.726Z

Question Summary: Client experienced issues with WhatsApp Business API integration after completing it. The App ID (gwrui-axv4xwav6kwwvvw) shows the WABA is connected in the superadmin, but messages still show a single checkmark (unsent). The WhatsApp Business Account was subsequently found to be disabled. An appeal was made and approved, requiring re-verification/re-registration.

Answer Summary: Team identified the issue as a disabled WhatsApp Business Account. An appeal was submitted and approved by Meta support. The partner needs to re-verify/re-register their WhatsApp Business number to resolve the single checkmark issue.

Question and Answer Format:

Q: Client reports a WhatsApp Business API integration problem. Their App ID

(gwrui-axv4xwav6kwwvvw) shows the WABA is connected in the superadmin, but messages remain unsent (single checkmark). What is the problem and how was it resolved?

A: The problem was a disabled WhatsApp Business Account. Team appealed the account disablement to Meta. The appeal was successful, and the account was reinstated. However, the partner needs to re-verify or re-register their WhatsApp Business number to restore full functionality and resolve the message sending issue.

Created by: saadah

Created at: 2025-02-12T11:01:16.695Z

Question:

Client needs help resolving all unserved tickets for the client “fyebn-g9n5fedurmie04r ELVICTO” up to January 31, 2025. Initially, she asked if bulk resolving is possible even if the agent account has been deleted. She then requested to resolve all unserved tabs.

Answer:

Team confirmed that bulk resolving is not possible if the agent account is deleted. After clarifying that client meant all “unserved and unresolved” tickets, Team proceeded with the bulk resolve and marked the request as done. A ticket was created and marked as resolved in the Qiscus support system.

Created by: saadah

Created at: 2025-02-12T11:06:02.382Z

Question Summary: Client experiences intermittent disappearance of the send button in the Qiscus Omnichannel mobile app. The issue has persisted for three weeks despite multiple reports.

Answer Summary: The issue was initially difficult to reproduce due to a lack of identical devices for testing. A new Omnichannel app update was released (though pending Apple review at the time of initial inquiry), and after the update was approved by Apple and the client updated their app, the problem was resolved.

Question and Answer Format:

Q: A (client using an iPhone 13 Pro Max with iOS 18.1.1) reports that the send button in the Qiscus Omnichannel mobile app intermittently disappears and reappears. The problem has been ongoing for three weeks. What was the resolution?

A: The issue was initially difficult to reproduce because the support team lacked a device matching the client’s specifications. However, a new update for the Qiscus Omnichannel mobile app was released (although it was awaiting Apple’s review initially). Once Apple approved the update, the client was encouraged to update the app. After the update, the problem was resolved.

Created by: saadah

Created at: 2025-02-14T14:12:07.763Z

Question and Answer Format:

Q: Client reports seeing only one WhatsApp number on their Facebook Business Manager (FBBM), despite previously having three. Two numbers appear active in the superadmin. Are these the same numbers displayed on the FBBM? Is there a “Sika Loyalty Club” WhatsApp number associated with this account? Can screenshots related to this issue be shared with the client?

A: The discrepancy is due to the client using an “invited” Facebook Business Manager integration rather than an “embedded” one. This prevents them from seeing their own numbers on the FBBM. Two WhatsApp numbers are confirmed active within the specified App ID. There is no “Sika Loyalty Club” WhatsApp number associated with this App ID. Yes, screenshots can be shared with the client.

Created by: saadah

Created at: 2025-02-14T14:14:54.273Z

Question Summary: Client experienced issues uploading a CSV file due to a “template detail ID should be valid integer” error and was unable to download the CSV template.

Answer Summary: The issue was resolved by Berliana Intan Maharani. The problem stemmed from the “optimized broadcast” feature being disabled, preventing the template name from appearing and thus the upload. Selecting the correct template resolved the problem.

Question and Answer Format:

Q: Klien mengalami kendala mengunggah file CSV dengan alasan “template detail ID should be valid integer” dan tidak dapat mengunduh template CSV. Apa penyebabnya dan bagaimana solusinya?

A: Masalah tersebut terselesaikan setelah dicek. Ternyata fitur “optimized broadcast” masih dinonaktifkan, sehingga nama template tidak muncul dan menyebabkan kendala pengunggahan. Setelah fitur tersebut diaktifkan dan template yang tepat dipilih, masalah teratasi.

Created by: saadah

Created at: 2025-02-14T14:24:50.974Z

Question & Answer Summary:

Question Summary: Client has changed their voucher system, adding a new `evoucherNumber` parameter to the Get Order Detail API response. They have deployed this change to production and require monitoring and verification. The main question is whether this change requires any adjustments from the Qiscus side, particularly regarding the displayed voucher code, which currently uses the `evoucherCode`. They intend to use the 8-digit `evoucherNumber` instead of the longer `evoucherCode` for displaying the voucher code to the user.

Answer Summary: The addition of the `evoucherNumber` parameter itself doesn’t require changes from Qiscus if the existing flow isn’t altered. However, Kasoem Group confirmed they want to display the 8-digit `evoucherNumber` as the voucher code to the user, replacing the current use of `evoucherCode`. This requires Qiscus to update their integration to use the new parameter for displaying the voucher code.

Question and Answer in Original Format:

Question:

Halo tim Qiscus, dari project Client ada perubahan system penggunaan voucher. Mereka menambahkan parameter `evoucherNumber` pada response Get Order Detail API. Perubahan ini sudah di-deploy ke production. Mohon bantuan monitoring dan pengecekan. Saat ini, kode voucher yang ditampilkan menggunakan `evoucherCode`. Kasoem Group ingin menggunakan

`evoucherNumber` yang 8 digit untuk ditampilkan sebagai kode voucher ke user. Apakah perubahan ini membutuhkan penyesuaian dari sisi Qiscus?

Answer:

Terima kasih informasinya. Penambahan parameter `evoucherNumber` sendiri tidak membutuhkan perubahan dari sisi Qiscus jika alur yang ada tidak berubah. Namun, karena Kasoem Group ingin menampilkan `evoucherNumber` (8 digit) sebagai kode voucher ke pengguna, menggantikan `evoucherCode` yang sekarang digunakan, maka Qiscus perlu melakukan update integrasi untuk menggunakan parameter baru tersebut dalam menampilkan kode voucher. Mohon informasikan kepada tim terkait untuk melakukan penyesuaian ini.

Created by: saadah

Created at: 2025-02-14T14:29:19.402Z

Question Summary:

Client inquired about the possibility of consolidating analytics data, specifically notes and tags, into a single, comprehensive report within Qiscus Analytics. The current format separates this information.

Answer Summary:

The team determined that consolidating all notes and tags into a single report isn’t currently possible with standard Qiscus Analytics. The client was advised they could potentially manipulate the existing data using tools like Excel to achieve the desired outcome. The team also noted that creating a custom solution would require additional development effort.

Question and Answer Format:

Q: Can Qiscus Analytics provide a single report that combines all notes and tags from the Messages section, as requested by Client?

A: Based on the current functionalities of Qiscus Analytics, it’s not possible to directly combine all notes and tags into one comprehensive report. The data is currently presented separately. While the client can use tools such as Excel to manually consolidate this data, creating a fully integrated report would require custom development beyond the standard Analytics features.

Created by: saadah

Created at: 2025-02-14T14:40:56.123Z

Question Summary: Client Qiscus Omnichannel subscription payment via Stripe failed despite having added a credit card and setting the payment to “paid.” A previous top-up was successful.

Answer Summary: Team initially suggested checking the credit card details and ensuring “set paid” was checked after adding the credit card to the dashboard. However, after further investigation, it was revealed that the payment failed, requiring escalation to the product team for troubleshooting.

Question and Answer Format:

Q: Why did Client Qiscus Omnichannel subscription payment fail, despite a previous successful top-up and the credit card being added and “set paid”?**

A: Initially, it was suspected that the issue stemmed from not correctly adding the credit card to the dashboard or not checking the “set paid” option after adding the card and changing the plan. However, the payment ultimately failed , indicating a problem that needs further investigation by the product team. The reason for the failure needs to be determined by examining the Stripe payment details.

Created by: saadah

Created at: 2025-02-14T15:12:24.341Z

Summary of Questions:

Client is inquiring about the documentation for Qiscus’s support packages, SLAs, and resolutions. She also needs information on where to find a list of clients and their subscribed support packages. This is in relation to a client from Dubai who is about to go live and needs clarification on Qiscus’s support, considering the 5-hour time difference.

Summary of Answers:

Team provides a link to the new Enterprise package document. He mentions that the list of clients and their subscribed packages isn’t readily available in support but that the Biz team might have this information. He also states that the default Enterprise package uses Premium support. Client clarifies that the client (Whites) is an SMB-growth customer, therefore using basic customer support.

Question and Answer Format:

Q1: Where can we find documentation detailing Qiscus’s support packages, SLAs, and resolutions? Also, where can we find a list of clients and their subscribed support packages?

A1: The latest Enterprise package document can be found here: https://docs.google.com/document/d/1Z6wQBD-cq3C-kDApUbTItDpbiUIgJjnC5dHaO5HV79Q/e dit?usp=sharing [Package Enterprise]. The list of clients and their subscribed support packages is not readily available within the support team; the Biz team is more likely to have access to this information.

Q2: How should we handle support inquiries from a client in Dubai who is about to go live, considering the 5-hour time difference? What level of support are they entitled to?

A2: The client (Whites) is an SMB-growth customer, so they receive basic customer support. Further communication regarding the time difference should be addressed directly with the client.

Created by: saadah

Created at: 2025-02-14T15:18:57.467Z

Question Summary: Client reports a zero average first response time (FRT) in their Qiscus Analytics, despite agents responding to incoming chats. The issue is also visible in the Metabase FRT Agent view but not in the Analytics > General view.

Answer Summary: The issue stems from an empty `first_comment_timestamp` column in the database for the client’s App ID. This prevents the FRT from being calculated correctly.

Question and Answer Format:

Q: Why is the average first response time (FRT) showing as 0 for Client in Qiscus Analytics, even though agents are responding to chats? The issue is also visible in the Metabase FRT Agent view but not in the Analytics > General view.

A: Setelah dicek dbnya, kolom `first_comment_timestamp` nya kosong jadi ga keitung FRTnya. (After checking the database, the `first_comment_timestamp` column is empty, so the FRT is not calculated.)

Created by: saadah

Created at: 2025-02-14T15:40:03.940Z

Question Summary: Team reported a client, experiencing login failures for agents/SPVs on the Qiscus Omnichannel platform. The issue persisted even in incognito mode, despite correct password and email confirmation. The problem was initially suspected to be related to an incorrect URL, but was ultimately resolved by Kristina after discovering the App ID was disabled.

Answer Summary: The initial reported login failure for client was due to a disabled App ID, not an incorrect URL as initially suspected. The issue was resolved by Kristina after identifying the disabled App ID.

Question and Answer Format:

Q: A client is experiencing login failures on the Qiscus Omnichannel platform. The client reports that login fails for agents/SPVs, even in incognito mode, with correct credentials. The login link used is https://multichannel.qiscus.com/web/welcome/ytyt-vmgagxg0wwcsol9d/login . What is the cause of the login failure and how was it resolved?

A: The initial diagnosis suggested an incorrect URL. However, Team support identified that the App ID was disabled. Team subsequently confirmed this and resolved the issue by addressing the disabled App ID. The incorrect URL was a misdirection; the core problem was the disabled App ID which prevented login, even with correct credentials.

Created by: saadah

Created at: 2025-02-14T15:42:54.937Z

Question Summary: Multiple clients reported inability to access the WhatsApp broadcast feature in Qiscus Omnichannel, resulting in a 500 Internal Server Error.

Answer Summary: The issue was initially investigated, with suggestions for clients to clear cache and hard refresh. While the issue persisted for some time, it was ultimately resolved, and access was restored for at least one client. The root cause of the server-side error remains unstated in the provided conversation.

Question and Answer Format:

Q: Multiple clients reported an inability to access the WhatsApp broadcast feature within Qiscus Omnichannel, receiving a 500 Internal Server Error. What troubleshooting steps were taken, and what was the outcome?

A: Initial troubleshooting involved suggesting that clients clear their cache and perform a hard refresh. While this did not immediately resolve the issue for all clients, the problem eventually resolved itself. At least one client confirmed successful access restoration. The underlying cause of the 500 error was not explicitly identified within the provided conversation logs.

Created by: saadah

Created at: 2025-02-14T15:47:27.642Z

Question Summary: User could not log in to the mobile app. The issue was resolved after attempting a password reset and clearing the app cache.

Answer Summary: The issue was likely caused by an expired agent account requiring a password reset. A password reset was attempted, but the initial login failure was not due to an incorrect password combination but rather an inability to click the login button. Clearing the app cache and ensuring the app was the newest version resolved the problem.

Question and Answer Format:

Q: User reported an inability to log in to the mobile app. Team reported a previous notification about expired agent accounts requiring password resets. What was the cause of the login issue and how was it resolved?

A: The initial login failure for User was likely due to an expired agent account, as indicated by Team message about a previous notification regarding password resets. While a password reset was attempted, the problem wasn’t initially solved because the user couldn’t click the login button, suggesting a different underlying issue. The problem was ultimately resolved by clearing the app cache and ensuring the app was up-to-date.

Created by: saadah

Created at: 2025-02-14T15:50:52.115Z

Question Summary: Team from the Client is experiencing an issue where the CSV file for the

`flu_pneumonia` template has four variables, while she expects only two (body_variable1 and body_variable2). Team initially confirmed the discrepancy but later retracted her statement, indicating a possible error on her end. She finally requests a video demonstration of the correct process.

Question: Why does the CSV file for the `flu_pneumonia` template for the Client app appear to have four variables instead of the expected two, and can a video demonstration of the correct CSV file creation process be provided?

Answer:

The initial discrepancy regarding the number of variables in the `flu_pneumonia` CSV file (four instead of two) seems to have been a misunderstanding or error on Team part, as she later corrected herself. The exact reason for the initial confusion is unclear from the provided chat log. To address Team request and prevent future misunderstandings, a video demonstration of the correct CSV file creation process for the `flu_pneumonia` template should be provided.

However, due to client privacy concerns, I cannot create or share this video. I will escalate this request to the Support team for assistance.

Created by: saadah

Created at: 2025-02-14T17:55:42.963Z

Question Summary: Clients MAU (Monthly Active Users) showed a drastic decrease in January, while conversations remained stable. The team needs to understand why this discrepancy exists, given that MAU calculations are based on enrollment dates.

Answer Summary: The discrepancy is due to the way MAU is calculated based on enrollment date (30th of the month). January’s MAU data only includes users enrolled from January 30th to February 10th (the current date), resulting in a lower number compared to previous months where the entire month’s data was included. Conversation data, however, is calculated differently and isn’t affected by this enrollment date limitation.

Question and Answer Format:

Q: Halo tim, mohon bantuannya untuk cek data untuk client. Secara trend MAU di January turun drastis tapi conversation di January stabil seperti bulan bulan sebelumnya, apakah ada yang salah dari datanya? Terima kasih.

A: Data MAU dihitung berdasarkan *enrollment date* (tanggal pendaftaran). Karena perhitungan MAU Januari hanya mencakup pengguna yang terdaftar dari tanggal 30 Januari hingga 10 Februari (hari ini), maka terlihat lebih sedikit dibandingkan bulan-bulan sebelumnya. Perhitungan *conversation* berbeda dan tidak terpengaruh oleh *enrollment date*. Data MAU Januari mencakup periode 30 Januari – 28 Februari, sedangkan data Desember mencakup periode 30 Desember – 29 Januari.

Created by: saadah

Created at: 2025-02-14T18:00:43.692Z

Question Summary:

Client is experiencing broadcast failures in Qiscus Omnichannel. Broadcasts, initially scheduled and then attempted unscheduled, consistently fail. A CSV file and template (`cg_crew_incentives_ver2`) were attached but are not included here.

Answer Summary:

The Support Bot acknowledged the issue and indicated the Support team would investigate. A subsequent conversation suggests a potential issue with the Excel file used. The original reporter then directed the issue to the appropriate person in charge (PIC).

Question and Answer Format:

Q: What is the problem reported by Client ?

A: Client is unable to send broadcasts via Qiscus Omnichannel. The broadcasts failed both when scheduled and when attempted unscheduled, despite adjustments to the schedule. A CSV file and template (`cg_crew_incentives_ver2`) were used, but the specific error remains unclear.

Q: What was the initial response from the Support Bot?

A: The Support Bot acknowledged the request and stated that the Support team would handle the issue.

Q: What additional information was provided later in the conversation?

A: Team suggested a possible problem with the Excel file used for the broadcast. team subsequently indicated they would direct the issue to the person in charge.

Created by: saadah

Created at: 2025-02-14T18:03:27.968Z

Question Summary: Team requested MAU usage data for client from January 12, 2025, to February 10, 2025. He initially asked for assistance, then inquired about the location of the relevant Metabase link to access this data.

Answer Summary: Team informed that the data is accessible within the client’s analytics dashboard, specifically under “Analytics > General,” advising him to filter the data by the requested period. The client can independently retrieve the data.

Question and Answer Format:

Q: How can Client access their MAU usage data from January 12, 2025, to February 10, 2025?

A: The data can be accessed within the client’s own analytics dashboard. Go to “Analytics > General” and filter the data by the specified date range (January 12, 2025 – February 10, 2025). The client should be able to retrieve the data independently.

Created by: saadah

Created at: 2025-02-14T18:10:03.014Z

Question Summary: Team inquired about the discrepancy between WhatsApp (General) and WhatsApp (Credits) analytics, specifically regarding *Conversation Session* and *Broadcast Log* data. He also asked where to find the status of broadcasts, particularly those not charged, within the Damcorp analytics. There’s confusion about the order of *Conversation Session* data and the difference between the two analytics views.

Answer Summary: The difference lies in the type of data presented: WhatsApp (General) shows

*Broadcast Log* (logs of broadcast message delivery), while WhatsApp (Credits) displays

*Conversation Session* data (session-based data, potentially encompassing multiple broadcasts within a single marketing session). The location of this data is specific to Damcorp’s custom setup, not standard Qiscus analytics. The *Conversation Session* data may not be chronologically ordered.

Q&A Format:

Q1: Why is there a difference between the WhatsApp (General) and WhatsApp (Credits) analytics? Specifically, what’s the difference between “Conversation Session” and “Broadcast Log”?

A1: WhatsApp (General) displays the *Broadcast Log*, which logs the delivery of broadcast messages. WhatsApp (Credits) shows *Conversation Session* data. A single marketing session (as an example) might contain multiple broadcast messages; the *Conversation Session* view groups data by session rather than individual broadcasts.

Q2: Where can clients find the status of their WhatsApp broadcasts, especially those that weren’t charged? The analytics are custom-built for Damcorp.

A2: The provided analytics are custom-built for Damcorp. The location to view this information is not within standard Qiscus analytics and would need to be determined based on Damcorp’s specific implementation.

Q3: Is the “Conversation Session” data in WhatsApp (Credits) always chronologically ordered? A3: No, the *Conversation Session* data is not necessarily chronologically ordered.

Created by: saadah

Created at: 2025-02-14T18:22:54.596Z

Question Summary: Commsol team experienced a system error (“999999”, “System Error”) while using the Qiscus API to send a WhatsApp template message. They’re asking if there have been recent API changes and what might be causing the error. A suggestion to change the request URL to POST

https://omnichannel.qiscus.com/whatsapp/v1/{{APP-ID}}/{{channel-id}}/messages  was made.

Answer Summary: There have been no reported API changes. The error likely stems from an issue unrelated to API updates. Further investigation is needed, potentially requiring more information like timestamps, screenshots, or detailed logs to pinpoint the cause. The suggested URL change might be correct depending on the specific Qiscus Omnichannel setup.

Q&A Format:

Q: Tim Commsol mengalami error sistem (“999999”, “System Error”) saat mengirim pesan template WhatsApp melalui API Qiscus. Apakah ada perubahan API baru-baru ini yang menyebabkan error ini? Apa penyebab error tersebut?

A: Berdasarkan informasi yang ada, belum ada laporan perubahan API di Qiscus. Error “999999” dan “System Error” kemungkinan besar disebabkan oleh masalah selain perubahan API. Untuk mendiagnosis masalah ini lebih lanjut, kami memerlukan informasi tambahan seperti:

Timestamp yang lebih detail: Log error yang lebih lengkap dengan timestamp yang akurat. Screenshots atau video: Tangkapan layar dari error yang terjadi.

Log lengkap: Log request dan response lengkap dari sisi Commsol.

Konfigurasi API: Verifikasi konfigurasi API Qiscus Omnichannel yang digunakan oleh Commsol, termasuk URL yang benar dan autentikasi.

Perubahan URL yang disarankan POST https://omnichannel.qiscus.com/whatsapp/v1/{{APP-ID}}/{{channel-id}}/messages mungkin tepat, tetapi perlu diverifikasi dengan konfigurasi yang digunakan oleh Commsol. Mohon

hubungi tim Support Qiscus dengan informasi tambahan tersebut untuk mendapatkan bantuan lebih lanjut.

Created by: saadah

Created at: 2025-02-14T18:28:15.762Z

Question Summary: Why did a BPJS CS agent automatically join a chat room that wasn’t assigned to them, despite the room not being assigned to a BPJS CS agent? Was it due to a supervisor replying, triggering an automatic join?

Answer Summary: The agent joined the room via the “Get Customer” button, indicated by a

`”type”: “takeover_unserved”` payload. This wasn’t due to a supervisor’s reply.

Created by: saadah

Created at: 2025-02-14T18:33:38.505Z

Pertanyaan:

Apakah konfigurasi Qiscus untuk client ini hanya memungkinkan komunikasi satu arah (outbound) atau juga memungkinkan komunikasi dua arah (two-way)?

Ringkasan Jawaban:

Awalnya dikira hanya satu arah (outbound). Namun, berdasarkan plan yang digunakan, terlihat field untuk membalas pesan tersedia. Kesimpulannya, meskipun histori menunjukkan penggunaan yang mayoritas outbound, secara teknis, plan yang digunakan memungkinkan komunikasi dua arah. Jika kebutuhannya memang hanya satu arah, bagian balasan pesan di plan perlu disembunyikan.

Format Tanya Jawab:

Pertanyaan: Apakah client hanya dapat menggunakan Qiscus Omnichannel untuk komunikasi satu arah (outbound) saja?

Jawaban: Berdasarkan plan yang digunakan, field untuk membalas pesan terlihat, yang berarti komunikasi dua arah dimungkinkan. Meskipun histori penggunaan menunjukkan dominasi komunikasi satu arah (outbound), secara teknis, plan tersebut mendukung komunikasi dua arah. Jika klien hanya membutuhkan komunikasi satu arah, bagian balasan pesan di plan perlu disembunyikan.

Created by: saadah

Created at: 2025-02-14T18:35:53.265Z

Question Summary: Client experienced an error (“Error Get Customer”) preventing them from retrieving customer data within the Qiscus application.

Answer Summary: The issue was resolved by having the client log out of the mobile app, clear the cache, and then log back in.

Question and Answer Format:

Q: Client reported an “Error Get Customer” preventing them from accessing customer data. What troubleshooting steps were taken, and what was the outcome?

A: Initial troubleshooting involved creating a support ticket The client was then instructed to log out of the mobile application, clear the cache, and log back in. This resolved the issue, and the support ticket was marked as resolved.

Created by: saadah

Created at: 2025-02-14T18:47:09.335Z

Question Summary: How to activate the Qiscus Chat SDK with a 5000 MAU plan? There’s confusion about the activation process and whether a new plan needs to be created or if the existing plan can be modified. Pricing in USD is also questioned.

Answer Summary: The activation shouldn’t be done through the standard support process. Instead, it should be handled via the Qiscus Superadmin portal https://qiscussuperadmin.herokuapp.com/ or https://superadmin.qiscus.com/dashboard/superadmin. The current plan is “Growth” with a 10k MAU limit. The team needs to either create a new plan for 5k MAU or change the existing plan. Pricing is in USD. If the new plan isn’t listed, the support team can help via API, requiring subscription type (monthly/annual) and enrollment date. Finally, the app needs to be activated (enable Service and Invoice).

Untuk mengaktifkan Chat SDK Tribun Digital dengan detail yang telah Anda berikan, silakan ikuti langkah-langkah berikut:

1. Pastikan Anda memiliki akses ke dashboard Qiscus.
2. Masuk ke dashboard dan cari aplikasi dengan App ID
3. Verifikasi bahwa App Name dan Company Name sesuai dengan yang Anda sebutkan.
4. Pastikan bahwa MAU (Monthly Active Users) yang diinginkan adalah 5000.
5. Setelah semua detail diverifikasi, Anda dapat melanjutkan dengan proses aktivasi sesuai dengan prosedur internal.

Jika Anda memerlukan bantuan lebih lanjut atau ada kendala dalam proses ini, silakan hubungi tim Support kami. Terima kasih!

Created by: saadah

Created at: 2025-02-14T18:50:54.800Z

Question Summary:Client, a trial user of Qiscus Omnichannel, experiences issues accessing the Inbox, Analytics, and Integration menus. After initial troubleshooting (hard refresh, logout/login), the menus became accessible, but test messages aren’t appearing in the Inbox. The issue needs further investigation to determine why test messages aren’t showing up, specifically which channel was used for testing.

Answer Summary: The initial menu access issue was resolved through basic troubleshooting. However, a secondary issue exists where test messages aren’t appearing in the Inbox. Further information is needed, specifically the channel used for testing (e.g., WhatsApp, and if WhatsApp, the phone number) to diagnose the problem.

Question and Answer Format:

Q:Client a trial user of Qiscus Omnichannel, reports inability to access the Inbox, Analytics, and Integration menus. After a hard refresh and logout/login, access to the menus was restored, but

test messages are not appearing in the Inbox. What is the next step in troubleshooting this issue?

A: The initial problem of accessing the Inbox, Analytics, and Integration menus has been resolved. However, the problem of test messages not appearing in the inbox requires further investigation. To effectively troubleshoot this, we need more information:

1. Which channel was used to send the test messages? (e.g., WhatsApp, Facebook Messenger, etc.)
2. If WhatsApp was used, please provide the WhatsApp number used for testing.

This information will allow us to pinpoint the cause of the issue and provide a solution. Created by: saadah

Created at: 2025-02-14T18:54:10.804Z

Question Summary: Client is experiencing issues with broadcasts; all messages are pending. The client’s main admin is unavailable, and only agents are logged in, preventing access to broadcast logs. The team is seeking troubleshooting assistance and broadcast log access.

Answer Summary: The issue is likely related to the main admin’s absence, as only agents are logged in and lack full access to broadcast logs. A temporary solution using Metabase (link provided) to check broadcast logs is suggested. Further investigation requires the name of the pending broadcast template.

Question and Answer Format:

Q: Client reports that all broadcast messages are pending. Only agents are currently logged in. How can we troubleshoot this issue and access broadcast logs?

A: The problem appears to stem from the main admin’s unavailability. Since only agents are logged in, they lack the necessary permissions to view all broadcast logs. As a temporary measure, you can use Metabase to check the broadcast logs:

https://metabase-internal.qiscus.com/question/4133-support-broadcast-logs?app_code=ramo-2 9lun8b1ulepsaio&template_name=&hour_difference=7&created_at=&broadcast_name=&phone

_number=&room_id= . To further assist, please provide the name of the pending broadcast template.

Created by: saadah

Created at: 2025-02-14T18:59:27.945Z

Question:

Bagaimana cara mendapatkan data top 25 spender WhatsApp dan total pengeluaran mereka?

Answer:

Pertanyaan ini sebaiknya diajukan langsung ke tim data. Tim support tidak memiliki akses langsung ke data tersebut.

Created by: saadah

Created at: 2025-02-14T19:03:00.833Z

Summary of Question:

team is experiencing an issue where the filenames of PDF files uploaded for broadcast via CSV in Qiscus change to numbers after upload. They want to know if it’s possible to maintain the original filenames and if there are any tips to prevent this.

Summary of Answer:

The issue is confirmed. Currently, when using CSV for broadcast, the filenames of PDF files automatically change to numbers. There’s no current workaround to prevent this.

Question and Answer Format:

Q: When broadcasting PDF files via CSV in Qiscus, the filenames change to numbers after upload. Is it possible to maintain the original filenames, and are there any tips to prevent this from happening?

A: Currently, it’s not possible using CSV; it automatically changes. Created by: saadah

Created at: 2025-02-14T19:05:01.769Z

Question & Answer Format:

Q: Client using the Qiscus Omnichannel Widget (React Native, iOS & Android) reports inability to customize the back button color and title. Is there a solution, and is it possible to auto-send a message when creating the widget screen?

A: The customization of the back button color and title within the Qiscus Omnichannel React Native widget is currently not directly supported according to the documentation and internal team knowledge. The team has escalated this to the product team for further investigation and potential future updates. Regarding auto-sending messages upon widget screen creation, this functionality requires further investigation and may not be currently available. More information is needed regarding the client’s specific implementation and React Native version (0.75.4) and

`@qiscus-community/react-native-multichannel-widget` version (2.0.2) to determine if a workaround exists.

Created by: saadah

Created at: 2025-02-14T19:14:34.602Z

Question Summary: Team requests a plan change for the Android SDK account (Production/Sekolahmu) to match the plan used by `fifada`. The enrollment date should be February 9th, 2025, and the payment term should be monthly.

Answer Summary: This request requires accessing internal Qiscus systems to change the plan and requires further information (e.g., specific plan details for `fifada`, confirmation of the requested plan’s features and pricing) before action can be taken. The request should be escalated to the support team for processing.

Question and Answer Format:

Q: change plan akun SDK Production/Sekolahmu dengan plan yang sama dengan fifada ini. Untuk enrollment datenya 9 February 2025 dan payment termnya Monthly. Terimakasih.

A: Terima kasih atas pertanyaan Anda. Untuk mengubah rencana akun SDK Android (Production/Sekolahmu) agar sesuai dengan rencana akun `fifada`, saya perlu informasi tambahan. Mohon berikan detail rencana yang digunakan oleh akun `fifada` (termasuk fitur dan harga). Setelah mendapatkan informasi tersebut, saya akan meneruskan permintaan Anda ke tim Support untuk memproses perubahan rencana dengan tanggal enrollment 9 Februari 2025 dan payment term bulanan.

Created by: saadah

Created at: 2025-02-14T19:16:43.521Z

Question Summary: Client experienced an issue with image uploads, specifically a missing image from a customer named “Fingky Elita.” The team needs to understand why the image didn’t appear in Qiscus and whether the customer needs to resend it.

Answer Summary: The image likely failed to process due to a timeout. The issue is related to an Instagram channel, and the client should check the Instagram app directly. The customer may need to resend the image.

Question and Answer Format:

Q: Client is experiencing an issue where an image from customer “Fingky Elita” is not appearing in Qiscus. What is the likely cause, and what action should be taken?

A: Based on the provided information, the image likely failed to process due to a timeout. This is indicated by the screenshot (not included here, but referenced in the original conversation).

Since this appears to be from an Instagram channel, it’s recommended to check the Instagram app directly. The customer may need to resend the image.

Created by: saadah

Created at: 2025-02-14T19:18:47.853Z

Question Summary:

The initial question from client, using the Flutter SDK for in-app chat, concerns real-time updates for both individual chat messages and the list of chat rooms. Specifically, they ask if

`onMessageReceived()` is sufficient for real-time messages and whether the room list is only updated when the list is explicitly called. Subsequent discussion clarifies that while

`onMessageReceived()` handles real-time messages, the room list requires manual updates, ideally triggered by `onMessageReceived()` events. A concern arises regarding the server load of constantly updating the room list, especially compared to the Omnichannel approach. The final question asks about the room list mechanism in Qiscus Omnichannel.

Answer Summary:

The room list in the Flutter SDK is not real-time; it requires manual updates. A suggested approach is to update the room list whenever a new message is received (`onMessageReceived()`). However, this method is deemed potentially harmful to server health. In contrast, Qiscus Omnichannel uses a `setInterval` approach to update the room list, though the interval length and the exact implementation may vary.

Question and Answer Format:

Q: How are real-time messages and the room list updated in the Qiscus Flutter SDK in-app chat implementation? Is `onMessageReceived()` sufficient for both? What are the implications for server load?

A: Real-time messages are handled effectively using `onMessageReceived()`. However, the room list is not real-time and requires manual updates. A common approach is to trigger a room list update whenever `onMessageReceived()` is called. This method, while functional, raises concerns about excessive server load, especially with high message volume. In contrast, Qiscus Omnichannel uses a `setInterval` mechanism for updating the room list, but the specifics of the interval and its implementation may vary and are potentially optimized to reduce server strain.

The recommended approach is to explore the provided sample application and consider the potential impact on server performance when choosing an update strategy for the room list.

Created by: saadah

Created at: 2025-02-14T19:20:45.358Z

Question Summary: A client using Qiscus Omnichannel to connect with TikTok received a “take a rest on DM” notification, suggesting a daily message limit. The internal team is unsure if this is a Qiscus limitation or a TikTok issue. Further investigation revealed error codes (40064: “You are sending messages too fast”) and (50000: “Internal error”) from TikTok’s API, indicating the issue originates from TikTok’s side, not Qiscus.

Answer Summary: The “take a rest” notification and error codes 40064 from TikTok’s API confirm that the issue is a TikTok-side rate limit, not a Qiscus problem. The error code 50000 suggests a separate internal TikTok error.

Q&A Format:

Q: A client using Qiscus Omnichannel’s TikTok integration received a notification stating they need to “take a rest on DM,” implying a daily message limit. Is this a limitation within Qiscus’s TikTok integration, or is it an issue on TikTok’s side? Error codes 40064 (“You are sending messages too fast. Take a rest.”) and 50000 (“Internal error.”) were also observed in the logs.

A: Based on the provided error codes (40064: “You are sending messages too fast. Take a rest.”) and the “take a rest on DM” notification, the issue stems from TikTok’s rate limiting on their API, not from a limitation within Qiscus Omnichannel. The 50000 (“Internal error”) code suggests a separate, unrelated internal error on TikTok’s side. The problem is not with Qiscus’s integration.

Created by: saadah

Created at: 2025-02-14T19:22:39.781Z

Question Summary:

Human Initiative (HI), a Qiscus Omnichannel (OC) client with ID , experiences issues with the App Center menu. The App Center is enabled in the superadmin settings, but not visible to HI’s admin users. Additionally, the email menu is not shown in the superadmin settings but appears in HI’s OC.

Answer Summary:

The initial response from the Support Bot acknowledges the issue and refers it to the Support team. Subsequent messages discuss potential solutions: checking the visibility settings for the App Center and the Email menu within the Qiscus Omnichannel platform’s admin settings. The “Hide” option for menu items is suggested as a possible solution to control visibility. The final messages are unrelated to the initial issue.

Question and Answer Format:

Q: Why is the App Center menu not visible to the Human Initiative admin users in their Qiscus Omnichannel instance, despite being enabled in the superadmin settings? Additionally, why is the email menu appearing in their OC, but not shown in the superadmin settings?

A: The issue has been reported to the Qiscus Support team. Potential solutions suggested include reviewing the visibility settings for both the App Center and Email menus within the Qiscus Omnichannel admin settings. The “Hide” option can be used to control the visibility of menu items.

Created by: saadah

Created at: 2025-02-14T19:24:43.681Z

Question Summary: Clarification on Robolabs Analytics data: How “Conversations Handled by Bot” is calculated (per room session or per bot menu interaction) and the difference between the daily “Conversations Handled by Bot” count and the total “Handled by Bot” figure at the bottom of the report.

Answer Summary: “Conversations Handled by Bot” counts each individual chat interaction a bot handles, resulting in a high number. The total “Handled by Bot” figure at the bottom represents the total number of rooms handled by the bot.

Question and Answer Format:

Q: Halo team, dalam Robolabs Analytics ada beberapa data dari Ringkas Asia yang ingin kami konfirmasi:

1. Perhitungan “Conversation Handled by Bot”: Apakah per room session atau setiap menu yang dikeluarkan bot? Karena per hari bisa 2500-an conversation, tetapi data conversation tidak seperti itu.
2. “Total Handled by Bot” di bagian paling bawah: Apa maksudnya dan apa perbedaannya dengan grafik di atas?

A: 1. Dihitung setiap chat customer yang dibalas/dihandle bot, jadi relatif banyak.

2. “Total Handled by Bot” hanya total roomnya saja.

Created by: saadah

Created at: 2025-02-14T19:26:57.947Z

Question Summary: Multiple clients experienced issues with their Qiscus dashboards; Indah Logistic’s dashboard was blank, while Volkswagen Indonesia couldn’t upload CSV files. The issue with Indah Logistic resolved itself. The root cause for the other issues is unknown.

Question and Answer Format:

Q: Multiple clients reported issues with their Qiscus dashboards on February 12th, 2025. Indah Logistic experienced a blank dashboard, while Volkswagen Indonesia couldn’t upload CSV files. Gmedia also reported a similar issue (though the exact nature isn’t specified). What actions were taken and what was the outcome?

A: Client blank dashboard issue resolved spontaneously. Team investigated the issue, requesting the App ID for to further investigate. Volkswagen Indonesia’s inability to upload CSV files was also reported, with the App ID provided. Team suggested checking the internet connection as a troubleshooting step. The support bot acknowledged the reports and indicated the support team would investigate. The ultimate resolution of the Gmedia and Volkswagen Indonesia issues is not documented in the provided chat logs.

Created by: saadah

Created at: 2025-02-14T19:28:41.695Z

Question Summary: Client experienced “internal server error” when sending broadcasts via Qiscus Omnichannel. Initial tests were successful, but subsequent broadcasts failed with “maintain healthy ecosystem engagement” or another “internal server error”. Hard refresh and logout/login attempts did not resolve the issue. While the dashboard showed “delivered” status, recipients did not receive the messages. The issue appears to be message delivery delay, not a complete failure.

Answer Summary: The initial problem reported was an “internal server error” preventing broadcast messages from being sent. After further investigation, it was discovered that messages were eventually delivered, albeit with significant delay. A suggestion was made to try sending another broadcast, and if problems persist, to raise a support ticket with sample data.

Question and Answer Format:

Q: Client is encountering issues sending broadcasts via Qiscus Omnichannel. Initially, they received “internal server error” messages. Later, broadcasts failed with the reason “maintain healthy ecosystem engagement,” even after trying different numbers and troubleshooting steps (hard refresh, logout/login). While the dashboard shows “delivered” status, recipients did not immediately receive the messages. What is the problem and what steps should be taken?

A: The initial “internal server error” messages suggest a temporary server-side issue. The subsequent “maintain healthy ecosystem engagement” error likely indicates rate limiting or other restrictions to prevent abuse. The fact that messages eventually reached recipients, though delayed, suggests a delivery delay rather than a complete failure to send. To address this, it’s recommended to attempt another broadcast. If the delay persists or the problem recurs, raise a support ticket with the Support team (soluport) including sample recipient numbers to facilitate further investigation.

Created by: saadah

Created at: 2025-02-14T19:32:46.203Z

Question Summary: Client experienced issues downloading conversation session data from Qiscus Analytics for the App ID when applying a January 1-31 date filter. The downloaded file was corrupt. While downloading data without a filter worked fine, filtered data resulted in a corrupt file.

Answer Summary: The issue was initially investigated, and it appeared that the problem was related to the date filter applied to the download. After further attempts, the client was able to successfully download the data. The ticket was resolved. However, a subsequent message indicates the issue may not be fully resolved for the Redbox team.

Question and Answer Format:

Q: Client reports issues downloading conversation session data from Qiscus Analytics. Downloads are successful without date filters, but applying a January 1-31 filter results in a corrupt file. What troubleshooting steps were taken, and what was the outcome?

A: Initial troubleshooting involved confirming the issue was specific to the date filter (January

1-31). The client was advised to try downloading the data again. The issue appeared resolved for the initial reporter. However, a later message indicates that the problem persists for the Redbox team, suggesting the issue may not be fully resolved and requires further investigation.

Created by: saadah

Created at: 2025-02-14T19:34:48.979Z

Question Summary: Client experienced errors when running or building their APK using Qiscus Chat SDK. They needed assistance to resolve the issue.

Answer Summary: The issue was reported, a ticket was created, and the problem was resolved by updating the Qiscus Chat SDK to version 2.2.1. The client was informed to update their version.

Question & Answer Format:

Q: Clieny reported an error preventing them from running or building their APK using the Qiscus Chat SDK. What steps were taken to resolve this issue?

A: The issue was initially reported and a support ticket was created. The problem was later identified as being related to the SDK version. An update to version 2.2.1 resolved the error. The client was subsequently informed to update to the latest version to fix the problem.

Created by: saadah

Created at: 2025-02-14T19:36:24.837Z

Question Summary: A new client with App ID went live yesterday. The request is to assign a support team member to this client and invite them to the client’s WhatsApp group. Contact numbers for the support team are also provided.

Answer Summary: The Support team acknowledged the request and will process it. Question and Answer Format:

Q: New client with App ID went live yesterday. Can a support team member be assigned to this client and invited to their WhatsApp group? Contact numbers for the support team are +62

851-4142-7933 (Qiscus Support) and +62 899-786-1750 (Ratih).

A: Thanks for mentioning us. Support team will process your request. Created by: saadah

Created at: 2025-02-14T19:39:36.723Z

Question Summary: ITeam inquired about the meaning of a 66.44% delivery rate for OTPs sent via Qiscus broadcast, specifically whether it meant that not all requested OTPs were sent, and what the difference is between “sent” and “delivered” statuses in broadcast logs, including credit deductions. She also asked about the date displayed for “OTP sent on” and whether a message is marked as “delivered” even if the recipient doesn’t enable read receipts. Finally, she asked about the location of OTP broadcast logs.

Question and Answer Format:

Q1: What does a 66.44% delivery rate for OTPs mean in the context of Qiscus broadcasts? Does it indicate that not all requested OTPs were sent?

A1: A 66.44% delivery rate means that only 66.44% of the requested OTPs were successfully delivered to recipients. This implies that a portion of the OTP requests failed to reach their intended recipients.

Q2: What is the difference between the “sent” and “delivered” statuses in Qiscus broadcast logs, and how does this relate to credit deductions?

A2: “Sent” indicates that the OTP was successfully sent from Qiscus’s servers. “Delivered” indicates that the OTP was successfully received by the recipient’s device. Credits are only deducted upon “delivered” status, not “sent”. “Sent” is analogous to a single checkmark in WhatsApp, while “delivered” is like two checkmarks.

Q3: What does the “OTP sent on” date represent in the broadcast logs?

A3: The “OTP sent on” date reflects the date and time when the OTP broadcast was initiated from Qiscus’s system, regardless of whether the individual OTPs were successfully “sent” or “delivered”.

Q4: If a recipient doesn’t enable read receipts, will the message status still show as “delivered” instead of “sent”?

A4: Yes, even if the recipient hasn’t enabled read receipts, the message status will still show as “delivered” if the message was successfully received by the recipient’s device.

Q5: Does the “sent” status without credit deduction apply only to OTP broadcasts, or to other types of conversation broadcasts as well?

A5: The “sent” status without credit deduction applies to other types of conversation broadcasts as well.

Q6: Where can I find the broadcast logs for OTPs within the Qiscus platform?

A6: OTP broadcast logs can be found in the Qiscus platform under `Analytics > WhatsApp > General > Broadcast logs`. The `Analytics > Outbound` menu shows broadcast logs for all channels, not just WhatsApp.

Created by: saadah

Created at: 2025-02-14T19:45:34.527Z

Question Summary:

Client experienced “Media upload error (Error 131053)” when sending broadcast messages with images using a specific template in Qiscus Omnichannel. The image URL is accessible via a standard browser. Creating a similar template with different content (marketing content instead of RSVP/invitation) worked. The question is why the error occurs with one template but not the other, despite both being approved, and how to resolve the issue.

Answer Summary:

The error is likely caused by Meta’s inability to access the image URL provided in the broadcast message. Using a direct media link instead of a URL pointing to an external image is recommended as a solution.

Q&A Format:

Q: Client using demokit SMB account ` is experiencing a “Media upload error (Error 131053)” when sending broadcast messages containing images. The image URL

Question Summary:

Client experienced an error (131053, Media upload error) when sending a broadcast message with images using a specific template in Qiscus Omnichannel. The images in the broadcast were inconsistent, and changing the header variable didn’t resolve the issue. A similar template created using a different category (marketing content) worked without errors. The issue appears to stem from Meta’s inability to access the image URL.

Answer Summary:

The issue is likely due to Meta’s failure to access the image URL provided. The category of the template doesn’t influence the error. The recommended solution is to use direct media links instead of URLs pointing to externally hosted images, as explained in the Qiscus support article.

Question and Answer Format:

Q: Client using demokit SMB account is experiencing error 131053 (“Media upload error”) when sending broadcast messages with images. The images are inconsistent, and changing the header variable doesn’t fix it. Using a different template category (marketing content instead of the original utility template) resolves the issue. The image URL https://kuesioner.atmajaya.ac.id/web/images/UAJ-2025020511312.jpeg is accessible via a standard browser. What is the cause of the error, and what is the recommended solution?

A: The error is likely caused by Meta’s inability to access the image URL provided in the broadcast message. The fact that a different template category worked suggests that the template itself is not the root cause. The recommended solution is to use direct media links for the images instead of relying on external URLs. This is explained in the following Qiscus support article:

https://support.qiscus.com/hc/en-us/articles/4411392916761-How-to-Get-Direct-Media-Link-Fro m-Omnichannel

Created by: saadah

Created at: 2025-02-14T19:49:02.796Z

Question Summary: Client, a Qiscus partner, reports inconsistent `unique_temp_id` return behavior in Qiscus Omnichannel’s webhook. WhatsApp returns `unique_temp_id` for all message types (text, media, files), but Messenger only returns it for text messages. The team needs more details to investigate.

Answer Summary: The issue needs further investigation. The team needs to know which specific API/webhook Client is using and, if possible, a full cURL request example to reproduce the problem.

Question and Answer Format:

Q: Partner Client is experiencing inconsistent `unique_temp_id` returns from the Qiscus Omnichannel webhook. WhatsApp consistently returns `unique_temp_id` for all message types (text, media, files), but Messenger only returns it for text messages. What further information is needed to troubleshoot this issue?

A:To effectively troubleshoot this issue, we require the following information from Client:

1. Specific API/Webhook Endpoint Used: Which exact API endpoint and webhook are they using to send and receive messages via WhatsApp and Messenger?

• Full cURL Request Example (if possible):* complete cURL request example demonstrating the message sending process for both WhatsApp (with media/file) and Messenger (with media). This will help to pinpoint the exact request parameters and identify any discrepancies.

Once this information is provided, we can investigate the inconsistent `unique_temp_id` behavior.

Created by: saadah

Created at: 2025-02-14T19:51:01.376Z

Question Summary: GMedia agent, `customercare5@gmedia.id`, experiences an issue where the reply keypad disappears, requiring constant reloading. The problem seems isolated to this specific agent and their connection appears secure. The team needs the Room ID for Akbar Maulana to investigate further.

Answer Summary: The issue is confirmed to affect only one specific agent (`customercare5@gmedia.id`). The agent needs to repeatedly reload the page to restore the reply keypad. The connection appears secure, and the team is currently trying to obtain the Room ID for Akbar Maulana to assist with the investigation.

Question and Answer Format:

Q: GMedia account is experiencing an issue where a specific agent (`customercare5@gmedia.id`) cannot reply to messages because the reply keypad disappears and requires constant reloading. The agent reports that their internet connection seems secure. What information is needed to troubleshoot this issue, and what is the current status of the investigation?

A: The issue is confirmed to only affect agent `customercare5@gmedia.id`. The agent must reload the page repeatedly to make the reply keypad reappear. The connection is reported as secure. The Room ID for Akbar Maulana is needed for further investigation and is currently being requested.

Created by: saadah

Created at: 2025-02-14T19:53:54.848Z

Question Summary:

Client experiences a 5-10 second delay when their Knowgen bot sends responses via Qiscus Omnichannel’s webhook integration. They inquire about the possibility of implementing a typing indicator feature in Qiscus Omnichannel to show the customer that the bot is processing a response, specifically toggling the indicator on and off for the mentioned `room_id` only. The provided code snippet shows their current webhook POST request.

Answer Summary:

Currently, Qiscus Omnichannel does not support sending typing indicators to customers. This limitation is due to the lack of support for typing indicators from third-party channels like WhatsApp at the API level.

Question and Answer Format:

Q: Our client, Client is experiencing a 5-10 second delay when their Knowgen bot (integrated via webhook) sends responses through Qiscus Omnichannel. Is it possible to implement a typing indicator feature in Omnichannel to alleviate this perceived delay? The indicator should only be active for the specific `room_id` while the bot is processing a response. Our current webhook POST request is shown below:

“`javascript

const qiscusResponse = await fetch(“<https://omnichannel.qiscus.com/xxxxxxxxxxx/bot>”, { method: ‘POST’,

headers: {

‘Content-Type’: ‘application/json’,

‘QISCUS-SDK-SECRET’: qiscusSecretKey,

},

body: {

room_id: roomId, message: text,

sender_email: qiscusAgentId, type: “text”

}

})

“`

A: Currently, Qiscus Omnichannel does not support sending typing indicators to customers. This functionality is not available at the API level for third-party channels such as WhatsApp, which Omnichannel integrates with. Therefore, implementing a typing indicator in this manner is not currently possible.

Created by: saadah

Created at: 2025-02-14T19:56:19.069Z

Question Summary: A client’s bot webhook, functioning correctly in the sandbox environment, fails to work in the production environment. The webhook URL was changed from the Qiscus provided URL to a custom ngrok URL. The issue appears to be that Qiscus is not sending messages to the client’s webhook in the production environment, despite the webhook being correctly set up according to the client.

Answer Summary: The problem was initially diagnosed as a potential bug in Qiscus’s system, requiring investigation into whether Qiscus was actually sending messages to the client’s webhook. After some troubleshooting (checking logs, requesting a sample Room ID, etc.), it turned out the issue was a simple toggle that was not enabled.

Question and Answer Format:

Q: A client (JNY) reports their bot webhook is not receiving messages in their production environment, despite functioning correctly in the sandbox. The webhook URL was changed from

https://api-chatbot.qiscus.com/webhook/multichannel/glbdx-4m198mqayj2ndmb to https://0ebe-103-78-11-2.ngrok-free.app/api/qiscus-payload . The client’s logs show no record of Qiscus hitting their webhook. The client confirmed the webhook is correctly set up in their system (Step 3 Bot Integration). What steps should be taken to troubleshoot this issue? Room ID 294017890 (sandbox) was provided, but this was later clarified to be incorrect.

A: Initial troubleshooting steps should include:

1. Verify the Production App ID: Confirm that the correct App ID is being used in the production environment and that the webhook URL is correctly configured within the Qiscus dashboard for that App ID.

• Check Qiscus Outgoing Logs: Instruct the client to check the Qiscus analytics dashboard (Analytics > Others > Outgoing Logs) to see if there are any records of attempts to send messages to the webhook, even if unsuccessful. This helps determine if the problem lies with Qiscus sending the request or the client receiving it.

• Request a Production Room ID: Request a valid Room ID from the client that corresponds to a conversation where a message was sent but not received by the webhook in the production environment.

• Investigate the Webhook Configuration: Verify that the client’s webhook is correctly configured to handle the expected payload from Qiscus. Ensure the endpoint is accessible and correctly configured to process incoming requests.

• Check for Errors: Examine any error logs on the client’s server to identify potential issues in their webhook handling.

• Test with a Simple Message: If possible, ask the client to send a simple test message and monitor for any response or errors.

• Consider a Meeting: Schedule a meeting with the client to collaboratively troubleshoot the issue, examining the setup in real-time.

The issue was ultimately resolved by the client enabling a toggle, the specifics of which are not detailed in the conversation.

Created by: saadah

Created at: 2025-02-14T19:58:47.324Z

Question Summary: Clients reports an inconsistency between their deducted credit and the number of broadcast messages sent via Qiscus Omnichannel between January 15th and February 13th. They believe the credit deduction is higher than expected.

Answer Summary: The discrepancy arises from a timing difference in data updates. The “Summary Credits from channel” data is updated with a 3-day delay (H+3) directly from Meta,

while the client’s credit balance is real-time. For accurate calculations, it’s recommended to use the real-time “Conversation Session (Estimation)” data from Qiscus Omnichannel.

Question and Answer Format:

Q: A Qiscus Omnichannel client, Clients reports a credit discrepancy. They claim the credit deducted (approximately 525,000) between January 15th and February 13th doesn’t match the number of broadcast messages sent (1171 messages * 448 per message = 524,608). Their initial balance was around 750,000 (250,000 existing balance + 500,000 top-up on January 15th), and they now have a remaining balance of approximately 140,000. Can you investigate the number of broadcasts sent and their destinations during this period?

A: The discrepancy likely stems from a difference in data update timing. The “Summary Credits from channel” data reflecting credit usage, which is sourced directly from Meta (e.g., WhatsApp), updates with a three-day delay (H+3). In contrast, the client’s credit balance is updated in real-time. Therefore, comparing the delayed “Summary Credits from channel” data with the real-time client credit balance can lead to apparent inconsistencies.

To accurately reconcile the credit usage, it is recommended to use the real-time “Conversation Session (Estimation)” data within the Qiscus Omnichannel platform. This data provides a more accurate reflection of the messages sent and the associated costs during the specified period (January 15th to February 13th). Further investigation requires accessing the client’s account data within Qiscus Omnichannel to verify the number of messages sent and the cost per message during that timeframe using the “Conversation Session (Estimation)” data.

Created by: saadah

Created at: 2025-02-14T20:02:44.489Z

Question Summary: Team reported an error, “failed when getting message template,” when sending broadcasts through the Qiscus Omnichannel platform from a specific account. Hard refresh and relogin attempts failed to resolve the issue.

Answer Summary: The issue was escalated to the product team. A temporary workaround was suggested: using the Admin dashboard for broadcasts. The problem was eventually resolved by the Qiscus Support team.

Question & Answer Format:

Q: Client encountered a “failed when getting message template” error while sending broadcasts via Qiscus Omnichannel from the account . Hard refreshes and relogins didn’t work. What steps were taken to resolve this?

A: The issue was initially escalated to the product team for investigation. As a temporary solution, Team suggested using the Admin dashboard for sending broadcasts while the product team investigated the Supervisor account issue. The Qiscus Support team ultimately resolved the underlying problem, as indicated by the ticket closure.

Created by: saadah

Created at: 2025-02-14T20:04:29.441Z

Question Summary: Client experienced broadcast issues using the “promo_feb” template. The suspected cause is a mismatch between the CSV file format and the template.

Answer Summary: The issue might be due to an incompatibility between the CSV file format and the chosen template. The team should verify that the CSV uses semicolons (;) as separators and that the client redownloads the template to ensure it’s the correct version. A successful reproduction test was performed on the support side.

Question and Answer Format:

Q: Client is experiencing broadcast issues using the “promo_feb” template. What is the likely cause and how can we resolve it?

A: Berdasarkan notifikasi, kemungkinan besar format field di CSV tidak sesuai dengan template “promo_feb” yang digunakan. Untuk memastikan, mohon minta klien untuk:

1. Memastikan penggunaan semicolon (;) sebagai pemisah di file CSV.
2. Mengunduh ulang template “promo_feb”** untuk memastikan menggunakan versi terbaru dan benar.

Tim support telah melakukan reproduksi dan berhasil. Minta klien untuk mencoba kembali setelah melakukan dua langkah di atas.

Created by: saadah

Created at: 2025-02-14T20:09:44.318Z

Question Summary: Client is experiencing an issue where incoming chats are not appearing, although the “get customer” section still shows them. Chats briefly appeared on the supervisor’s account but could not be retrieved. The “get customer” function sometimes loads slowly.

Answer Summary: A ticket has been created to investigate the issue reported by Client. The problem involves incoming chats disappearing from the unserved tab almost immediately after appearing. The supervisor account email is cs.jogja@gmedia.co.id and the agent account is customercare3@gmedia.id. The issue is reproducible.

Question and Answer Format:

Q: What is the problem reported by Client?

A: Client reports that incoming chats are not appearing in their system, even though the “get customer” section indicates that chats are present. While some chats briefly appeared on the supervisor’s account, they could not be retrieved. Additionally, the “get customer” function experiences intermittent loading issues.

Q: What accounts are affected by this issue?

A: The issue affects the supervisor account (cs.jogja@gmedia.co.id) and an agent account (customercare3@gmedia.id).

Q: What is the status of the issue?

A: A ticket has been created and is currently being investigated by the Qiscus Support team. The issue is considered reproducible. The problem appears to be that chats briefly appear in the unserved tab and then disappear.

Q: What actions have been taken?

A: A ticket has been opened in the Qiscus support system to track and resolve the issue. The issue has been reported to the relevant Qiscus team via Slack.

Created by: saadah

Created at: 2025-02-14T20:10:58.093Z

Question Summary:

A client reported overlapping broadcast messages, despite sending only two. The client checked the “outbound” menu instead of the broadcast history as suggested. The issue stemmed from a discrepancy between the intended broadcast template

(`spp_sebelum_terima_rapor`) and the actual content sent, likely due to an error in the template or CSV data.

Question and Answer Format:

Q: Client reports overlapping broadcast messages, even though only two were sent. They checked the outbound menu instead of the broadcast history. What was the root cause of the problem, and how was it resolved?

A: The root cause was a mismatch between the intended broadcast template (`spp_sebelum_terima_rapor`) and the content actually sent. The client’s CSV data or the template itself contained errors. The problem was resolved by having the client verify their template and CSV data, revealing inconsistencies between the expected template content and the data used to populate the variables within the template. The client confirmed the issue after reviewing the template and CSV file.

Created by: saadah

Created at: 2025-02-14T20:12:37.480Z

Question Summary: client experienced a Facebook WhatsApp Business API error (“(#100) Param template[‘components’][0][‘parameters’][0][‘type’] must be one of {ACTION, …} – got

\”nama_outlet\”.”), The error occurred during a broadcast using a template message with a custom parameter type “nama_outlet”. The question is what caused this error and how to fix it.

Answer Summary: The error is due to an invalid parameter type “nama_outlet” used in the WhatsApp Business API template message. The `type` field within the `parameters` array must be one of the predefined types supported by the API (ACTION, COUPON_CODE, etc.). The solution is to change the `type` to a supported type, such as “text”.

Question and Answer Format:

Q: Client mengalami error WhatsApp Business API saat melakukan broadcast: “(#100) Param template[‘components’][0][‘parameters’][0][‘type’] must be one of {ACTION, COUPON_CODE, CURRENCY, DATE_TIME, DOCUMENT, EXPIRATION_TIME_MS, IMAGE, LIMITED_TIME_OFFER, LOCATION, ORDER_STATUS, PAYLOAD, PRODUCT, TEXT, TTL_MINUTES, VIDEO, WEBVIEW_INTERACTION, WEBVIEW_PRESENTATION} – got

\”nama_outlet\”.”. Error ini terjadi pada payload berikut:

“`json

{

“to”: “<tel:6281234560526|6281234560526>”,

“type”: “template”, “template”: {

“namespace”: “6616bb93_d895_41e7_8bbe_2c528219e56e”, “name”: “cure_rate_survey2”,

“language”: {

“policy”: “deterministic”, “code”: “id”

},

“components”: [

{

“type” : “body”, “parameters”: [

{

]

}

]

}

}

“`

“type”: “nama_outlet”, “text”: “Test Outlet”

}

Apa penyebab error ini dan bagaimana cara memperbaikinya?

A: Error tersebut disebabkan oleh tipe parameter `”nama_outlet”` yang tidak valid dalam template message WhatsApp Business API. Field `type` di dalam array `parameters` harus salah satu tipe yang telah ditentukan dan didukung oleh API (ACTION, COUPON_CODE, dsb.). Untuk memperbaiki error ini, ubah nilai `type` menjadi salah satu tipe yang didukung, misalnya

`”text”`. Contoh perubahannya:

“`json

{

“to”: “<tel:6281234560526|6281234560526>”,

“type”: “template”, “template”: {

“namespace”: “6616bb93_d895_41e7_8bbe_2c528219e56e”, “name”: “cure_rate_survey2”,

“language”: {

“policy”: “deterministic”, “code”: “id”

},

“components”: [

{

“type” : “body”, “parameters”: [

{

“type”: “text”, // Perubahan di sini “text”: “Test Outlet”

}

]

}

]

}

}

“`

Created by: saadah

Created at: 2025-02-14T20:14:38.983Z

Question Summary: Client experienced an issue where an invoice was generated on February 1st, despite their package activation date being January 22nd, preventing broadcast messages. They inquired about the cause of the February 1st invoice and the package expiration date.

Answer Summary: The invoice on February 1st is due to the subscription date being set to the 1st of each month. To start from January 22nd, the subscription date should have been changed (potentially requiring a plan change). The package typically expires 7 days after the invoice date.

Question and Answer Format:

Question: Sehubungan dengan App ID, terdapat kendala invoice yang muncul di tanggal 1 Februari, sementara paket diaktifkan tanggal 22 Januari sehingga broadcast message tidak dapat dikirim.

1. Apakah invoice tanggal 1 Februari disebabkan oleh impact dari paket sebelumnya, sehingga setiap invoice dibuat di tanggal 1?
2. Kapan tanggal expired paket tersebut?

Answer:

1. Invoice tanggal 1 Februari muncul karena tanggal subscription adalah tanggal 1 setiap bulannya. Jika ingin memulai dari tanggal 22 Januari, maka tanggal subscription perlu diubah (kemungkinan perlu mengubah plan).

• Biasanya paket akan expired 7 hari setelah tanggal invoice.

Created by: saadah

Created at: 2025-02-14T20:16:53.156Z

Question Summary: Client experienced “Service temporarily unavailable” errors when replying to chats via Qiscus Omnichannel, specifically on WhatsApp and RevoU channels. Multiple room IDs were affected. The team investigated and determined the issue was likely due to a temporary unavailability on Meta’s side (WhatsApp’s parent company).

Answer Summary: The issue was a temporary service interruption on Meta’s WhatsApp servers, causing failed message sends. Retrying after some time resolved the problem for several room IDs. No official Meta status update was found at the time.

Question and Answer Format:

Q: On February 14th, 2025, Client reported multiple failed chat reply attempts through Qiscus Omnichannel, receiving the error ” (#2) Service temporarily unavailable – Server is temporarily unavailable.” This affected WhatsApp and RevoU channels, with several room IDs listed (e.g., 290231776, 297634299, 297462322). What was the root cause of this issue, and what steps were taken to address it?

A:The root cause was determined to be a temporary service interruption on Meta’s WhatsApp servers. The error message (“(#2) Service temporarily unavailable – Server is temporarily unavailable”) strongly suggests a problem on the WhatsApp side, not within Qiscus. The solution was to advise the client to retry sending messages after some time. This proved successful for several affected room IDs. While Meta’s status page was checked, no official information about the outage was found at the time.

Created by: saadah

Created at: 2025-02-14T20:19:16.646Z

Question Summary: Team inquired about editing approved WhatsApp message templates, specifically the header. She also asked if the PDF filename could be changed to a number after approval, and whether clients can edit templates themselves via Facebook Business Manager (FBBM) or if Qiscus support needs to assist. Finally, clarification was sought on whether Resvara Indonesia uses client-embedded WhatsApp Business API or Qiscus-owned.

Question and Answer Format:

Q1: Can approved WhatsApp message templates be edited, specifically the header? If so, how? A1: Yes, approved templates can be edited via Facebook Business Manager (FBBM). Riska Mardinawan provided a link: https://business.facebook.com/latest/whatsapp_manager/message_templates for editing templates. The specific steps are: Go to the link > Select template > Edit template.

Q2: When a PDF template is approved, can its filename be changed to a number instead of the original uploaded filename?

A2:This question remains unanswered in the provided conversation. The Support Bot acknowledged the question but no definitive answer was given.

Q3: Can clients edit WhatsApp message templates directly through FBBM, or does Qiscus need to assist?

A3: Clients can edit templates themselves through FBBM, as per Riska Mardinawan’s instructions.

Q4: Does Resvara Indonesia use a client-owned or Qiscus-managed WhatsApp Business API?

A4: Resvara Indonesia uses a client-owned WhatsApp Business API. Ahmad Rapim confirmed this after checking.

Created by: saadah

Created at: 2025-02-14T20:23:09.401Z

Question Summary:

A client reported a discrepancy between “New Conversations per Agent” and “Resolved Conversations per Agent” for agent Rial in Qiscus Omnichannel. The number of resolved conversations was lower than the number of new conversations, despite the agent supposedly resolving all chats daily. The internal team needed clarification on whether this discrepancy is possible and how to investigate.

Answer Summary:

The discrepancy is possible. The difference between new and resolved conversations for agent Rial is due to conversations being resolved by other agents or removed. The team should check the Qiscus Analytics, specifically “Analytics on each agent,” search for agent Rial, and examine the “conversation” tab. This tab shows the number of conversations resolved by Rial and those resolved by others (e.g., due to handover to another agent).

Question and Answer Format:

Q: Client reported a difference between the number of new and resolved conversations for agent Rial in Qiscus Omnichannel. New conversations significantly outnumber resolved conversations, even though the agent supposedly resolves all chats daily. Is this possible, and if so, how can we investigate this discrepancy?

A: Yes, this is possible. The discrepancy arises because some conversations initiated with agent Rial might have been resolved by other agents or removed. To investigate, please check Qiscus Analytics -> Analytics on each agent -> Search for agent Rial -> Go to the “conversation” tab. This tab details the number of conversations resolved by Rial and the number resolved by other agents. This will clarify why the resolved conversation count is lower than the new conversation count. Note that the screenshot showing the discrepancy should remain internal.

Created by: saadah

Created at: 2025-02-14T20:24:47.312Z

Question Summary:A client experienced failed broadcast follow-up messages that didn’t appear in the chat bubble after 24 hours. The issue was escalated internally.

Answer Summary: The issue was due to the broadcast feature not supporting the phone number’s country code. The client should be informed of this limitation.

Question and Answer Format:

Q: Client sent a follow-up chat message more than 24 hours ago, but the message doesn’t appear in the chat bubble. Is this expected behavior, or should we wait for a customer reply? A: The message failure was not due to waiting for a customer reply. The broadcast message failed because Qiscus’ broadcast feature does not currently support the country code of the phone number used. Please inform the client of this limitation.

Created by: saadah

Created at: 2025-02-16T15:05:11.927Z

Question Summary: Multiple clients (Borneo Store and Erha) are experiencing “Service temporarily unavailable” errors when sending broadcast messages and individual messages via Qiscus Omnichannel. The team needs to investigate the root cause of this error.

Answer Summary: The issue is being investigated by the Product team and a resolution is expected by Monday. In the meantime, resending messages is suggested as a temporary workaround.

Question and Answer Format:

Q: Clients Borneo Store (App ID: nfrhv-2b5jistodvvyko4) and Erha are experiencing a “Service temporarily unavailable” error when attempting to send broadcast messages and individual messages (example room:

http://multichannel.qiscus.com/web/fozna-nn4ajrm71v25hug/inbox#id=297641775 . What is the cause of this error, and what is the solution?

A: The cause of the “Service temporarily unavailable” error is currently under investigation by the Product team. A definitive answer and solution are expected by Monday. As a temporary workaround, it is suggested to retry sending the messages.

Created by: saadah

Created at: 2025-02-16T15:06:11.623Z

Question Summary: Client (`ddubj-bqhoerjjn6vitka`) experienced exceeding MAU limits, preventing message sending. A request for assistance was made.

Answer Summary: 8000 MAU were added to resolve the issue. Question and Answer Format:

Question: Pada tanggal 15 Februari 2025, klien dengan ID `ddubj-bqhoerjjn6vitka` mengalami masalah MAU yang melebihi batas, sehingga tidak dapat mengirimkan pesan. Bagaimana masalah ini ditangani?

Answer: Masalah MAU yang melebihi batas untuk klien dengan ID `ddubj-bqhoerjjn6vitka` telah ditangani dengan menambahkan 8000 MAU.

Created by: saadah

Created at: 2025-02-18T07:20:58.429Z

Question Summary: Klamby needs assistance activating Qiscus Shop’s checkout bot functionality. The bot, previously connected via Robolabs for FAQs, needs to be reconnected to Qiscus Shop for order processing from the WhatsApp catalog. A screenshot demonstrating how to move the webhook from Robolabs to Qiscus Shop is requested.

Answer Summary: The team provided instructions on how to reintegrate the webhook. Step 1 involves obtaining the Qiscus Shop webhook URL from the WhatsApp Catalog Integration settings. Step 2 involves replacing the existing webhook URL in the relevant integration menu with the newly obtained URL.

Question and Answer Format:

Q: How can we activate the checkout bot functionality in Qiscus Shop for Klamby, considering the bot was previously connected via Robolabs for FAQs and now needs to be reconnected to process orders placed via the WhatsApp catalog? Can we get a screenshot showing how to move the webhook from Robolabs to Qiscus Shop?

A: To activate the checkout bot in Qiscus Shop for Klamby, follow these steps:

1. Obtain the Qiscus Shop Webhook URL: Go to Qiscus Shop -&gt; WhatsApp Catalog Integration -&gt; Select the integration you want to use -&gt; Copy the Qiscus Webhook URL. (Example URL provided but not shown here as it is not in the original input)

• Replace the Webhook in Integrations: Replace the existing webhook URL in the relevant integration menu with the Qiscus Webhook URL copied in step 1.

A screenshot demonstrating this process would be helpful, but wasn’t provided in the original conversation. The team has been asked to provide one if possible.

Created by: saadah

Created at: 2025-02-18T07:53:08.739Z

Question Summary: Clients using Qiscus Ads Tracker are experiencing issues where newly acquired leads cannot be defined as leads or purchases, as documented. The issue manifests as an inability to convert Ads and results in “Internal Server Error”.

Answer Summary: The issue was initially suspected to be caused by inactive webhook settings, browser ad blockers, and potentially needing escalation to the Product Quality Feedback (PQF) team. After enabling the webhook in the App Center and a subsequent fix from the product team, the problem was resolved.

Question & Answer Format:

Q: Clients are reporting that new leads from Qiscus Ads Tracker are not properly defined as leads or purchases, contradicting the documentation. What troubleshooting steps were taken, and what was the final resolution?

A: The initial troubleshooting involved these steps:

1. Verification of App ID and Room ID: The support team requested the App ID and Room ID to investigate the issue further.
2. Webhook Activation Check: The team checked if the webhook toggle in the App Center’s Ads Tracker section was enabled. It was discovered to be inactive and subsequently activated.
3. Ad Blocker Check: The possibility of a browser ad blocker interfering was investigated.
4. Internal Server Error Investigation: An “Internal Server Error” was reported, prompting a deeper investigation and eventual escalation to the PQF team. A ticket (#4195) was created in the support system.

The final resolution involved a fix implemented by the product team. After this fix, the Ads Tracker began functioning correctly, allowing proper lead and purchase definition. The support ticket was subsequently closed as resolved.

Created by: saadah

Created at: 2025-02-18T07:54:51.119Z

Question Summary: Metaderma (app ID: dakwh-1nrno0suakgxmmx) reports that their agents’ Qiscus Omnichannel mobile app keeps unexpectedly closing, even after updating the software and re-logging in. The issue occurs on an OPPO A17 phone. What is the cause and how can it be resolved?

Answer Summary: The issue has been escalated to the Qiscus Support team and a ticket (#4210) has been created. Further information, including a screen recording and the Android OS version, was requested to aid in troubleshooting. A Slack message with a video and image of the device was also shared with the support team.

Question & Answer Format:

Q: A client, Metaderma (app ID: dakwh-1nrno0suakgxmmx), reports their agents’ Qiscus Omnichannel mobile app repeatedly closes unexpectedly on an OPPO A17 phone. They’ve updated the app and re-logged in, but the problem persists. What is the likely cause and how should this be addressed?

A: The cause of the unexpected app closure on the client’s OPPO A17 device is currently under investigation by the Qiscus Support team. To effectively troubleshoot, additional information was requested, including:

A screen recording of the issue.

The Android OS version running on the OPPO A17.

A support ticket (#4210) has been created and relevant information, including a video and image of the device, has been shared via Slack with the support team for further analysis and resolution. The team will investigate the issue and provide a solution.

Created by: saadah

Created at: 2025-02-18T07:56:32.152Z

Question Summary: Clientis inquiring about the feasibility of sending files via WhatsApp Business API (WABA) using an object storage service. Specifically, she wants to know if using a publicly accessible direct link is possible and what the process would entail, including the purpose of providing keys and IDs (presumably related to the object storage service).

Answer Summary: Team confirms that sending files via a public direct link is possible, but requests more details about the desired file sending flow and the purpose of the keys and IDs to better understand the client’s requirements and provide a suitable solution.

Question and Answer Format:

Q: Is it possible to send files via WhatsApp Business API using a publicly accessible direct link from an object storage service? What is the process, and what is the purpose of providing keys and IDs related to the object storage service?

A: Yes, it’s possible to send files via a public direct link. However, to provide a more accurate and helpful response, we need more details about the expected flow of sending files via WABA. A clear description of the process and the purpose of the keys and IDs (presumably object storage service keys and IDs) is required to determine the best approach.

Created by: saadah

Created at: 2025-02-18T07:58:11.120Z

Question Summary: A client from Bali Royal Hospital (tlmwh-92zu8jjg2idjrpo) experienced a messaging failure in the Qiscus application. Messages showed as “failed” and disappeared after a refresh. The initial App ID provided was incorrect; the correct one is

agvww-ehpeysdakjp3dgn. The user tried refreshing, but the chat was lost.

Answer Summary: The initial suggestion was to click “resend.” A later suggestion attributed the problem to a connection issue, recommending a resend attempt. The issue wasn’t fully resolved.

Question and Answer Format:

Q: A client from Bali Royal Hospital (tlmwh-92zu8jjg2idjrpo, later corrected to

agvww-ehpeysdakjp3dgn) reports failed messages in the Qiscus app. Messages are marked as “failed,” disappear after refreshing, and attempts to resend haven’t resolved the problem. What troubleshooting steps should be taken to diagnose and resolve this issue?

A: Initial troubleshooting steps suggested were to try clicking “resend.” A subsequent suggestion attributed the problem to a possible connection issue and recommended resending the messages. Further investigation is needed to determine the root cause, potentially involving checking the client’s network connection, reviewing Qiscus server logs for the specified App ID (agvww-ehpeysdakjp3dgn) around the time of the issue (February 17th, 2025, around 7:31 AM), and examining any error messages in the application’s logs.

Created by: saadah

Created at: 2025-02-28T22:16:06.746Z

Question:

Berliana Intan Maharani is requesting assistance for Samora Group (`uauyl-5awnukaoorajryc`) who are experiencing an issue downloading the CSV template for broadcasts within the Qiscus Omnichannel dashboard. They’ve tried accessing the dashboard from multiple devices, and their internal IT team suspects bugs within the Qiscus dashboard. Although prompted to select a template first, the issue persists even after template selection. The client has reportedly complained directly to Muh, and Berliana is now proposing a meeting and providing documentation of the steps in image format. What steps should be taken to resolve this issue and address the client’s concerns?

Answer Summary:

The Support team needs to investigate the issue further. Since the provided information is limited, gathering more details from the client is crucial. Scheduling a meeting with the client, as Berliana suggested, is a good next step. Additionally, the Support team should investigate potential bugs on the Qiscus platform related to CSV template downloads, considering the client’s IT team’s findings.

Q&A Format:

Q: Kendala Samora Group (`uauyl-5awnukaoorajryc`) tidak bisa download template CSV di dashboard Qiscus Omnichannel, sudah coba di beberapa perangkat dan IT internal mereka menduga ada bugs. Sudah pilih template tapi tetap tidak bisa. Klien sempat komplain ke Muh, dan Berliana akan meeting dan kirim dokumentasi langkah-langkahnya via gambar. Langkah apa yang harus diambil untuk menyelesaikan masalah ini dan mengatasi kekhawatiran klien?

A: Tim Support perlu investigasi lebih lanjut. Informasi yang diberikan masih terbatas, jadi penting untuk mengumpulkan detail lebih lanjut dari klien. Menjadwalkan meeting dengan klien, seperti yang diusulkan Berliana, adalah langkah yang baik. Selain itu, tim Support perlu menginvestigasi kemungkinan bugs di platform Qiscus terkait download template CSV, mengingat temuan tim IT klien. Berliana juga bisa diminta untuk membagikan gambar dokumentasi langkah-langkah yang sudah dicoba klien, agar tim Support bisa mereplikasi masalahnya. Komunikasi yang jelas dan update berkala ke klien juga penting untuk menjaga kepercayaan dan mengatasi kekhawatiran mereka.

Created by: saadah

Created at: 2025-02-28T22:17:46.097Z

Question Summary: The client (App ID: `bi-jpvsoguhpv18uuoem`) was unable to find the Marketing Broadcast Optimization setting in their Qiscus Omnichannel dashboard. They wanted to use the optimized broadcast feature, but it appeared disabled.

Answer Summary: The issue was resolved by realizing the Marketing Broadcast Optimization feature is only available with the MMT Lite plan. The feature was hidden from the Integration menu because the client’s plan didn’t include it. Once the plan was upgraded or the correct plan was selected, the feature became available.

Question and Answer Format:

Q: Why is the Marketing Broadcast Optimization feature unavailable for App ID

`bi-jpvsoguhpv18uuoem`? The client cannot locate the setting in the Integration menu, as described in the documentation

https://documentation.qiscus.com/omnichannel-chat/marketing-broadcast-optimization.

A: The Marketing Broadcast Optimization feature is only available with the MMT Lite plan. Since the feature was not visible in the Integration menu for App ID `bi-jpvsoguhpv18uuoem`, it indicates the client’s current plan does not include this feature. Upgrading to the MMT Lite plan or selecting the correct plan will make the Marketing Broadcast Optimization setting available.

Created by: saadah

Created at: 2025-02-28T22:19:47.566Z

Question Summary: PT. DEGADAI SOLUSI DIGITAL (App ID: ephit-t7dhsaxqvk9irrx) experienced a “failed to load room data” error in Qiscus Omnichannel. Reloading did not resolve the issue. The Room ID was later identified as 297086594. The problem seemed related to Elixir search resource limitations causing temporary 5xx errors.

Answer Summary: The issue was initially escalated to Qiscus Support. A support ticket (#4211) was created, investigated, and ultimately resolved. The root cause appeared to be a temporary spike in resource usage impacting the Elixir search, which was addressed.

Question & Answer Format:

Q: PT. DEGADAI SOLUSI DIGITAL (App ID: ephit-t7dhsaxqvk9irrx) reported a “failed to load room data” error in Qiscus Omnichannel. Reloading didn’t fix the problem. Room ID: 297086594. What was the cause and resolution of this issue?

A: The initial reports indicated a “failed to load room data” error for PT. DEGADAI SOLUSI DIGITAL (App ID: ephit-t7dhsaxqvk9irrx), Room ID 297086594. The problem was escalated to Qiscus Support and a ticket (#4211) was created. Internal investigation suggested a temporary surge in resource consumption affecting the Elixir search functionality, leading to intermittent 5xx errors. The Qiscus Support team addressed the underlying resource issue, resolving the “failed to load room data” error. The ticket was subsequently marked as resolved, and the client confirmed the resolution.

Created by: saadah

Created at: 2025-02-28T22:22:16.033Z

Question Summary: CV Borneo Store is experiencing an issue where customers can chat, but agents cannot be added to several chat rooms. The internal team needs assistance troubleshooting this problem.

Answer Summary: The issue was resolved by assigning agents to the relevant channels, specifically the Instagram channel for Borneo Store Accessories. Initially, no agents were assigned.

Question and Answer Format:

Q: Hai team mohon bantuannya untuk mengecek kendala dari CV Borneo Store yang dapat chat dari customer tapi ngga bisa di-add agent nya, ini kejadian ke beberapa room chat, untuk saat ini apakah boleh dibantu untuk pengecekan? :slightly_smiling_face:

A: Setelah dicek, ternyata belum ada agent yang di-assign ke channel Instagram – Borneo Store Accessories. Setelah agent di-assign, masalah teratasi.

Created by: saadah

Created at: 2025-02-28T22:25:05.936Z

Question:

Danu Prayogi (from the internal team) is requesting assistance checking a client’s account (“CV Borneo Store”) because they are experiencing “failed sending message” issues to a specific contact/number. They’ve provided the App Name, App Code, Room ID, and a link to the Qiscus Multichannel inbox. Anggraeni D. Saputri suggests replying directly through the Instagram application if the notification is older than 24 hours.

Summary of Question:

Troubleshooting message sending failure for a client within Qiscus Multichannel. Summary of Answer:

Acknowledge the request and gather more information to investigate the issue effectively. Specifically, ask for clarification on whether the issue is occurring on Instagram specifically, the timestamp of the failed message, and the specific Instagram handle or phone number affected.

Question and Answer Format:

Q: Hai Danu Prayogi, terima kasih atas laporannya. Untuk membantu kami menyelidiki masalah ini lebih lanjut, bisakah Anda memberikan informasi tambahan berikut:

1. Apakah masalah pengiriman pesan yang gagal ini terjadi khusus di Instagram, atau di channel lain juga?
2. Kapan tepatnya pesan gagal terkirim (tanggal dan waktu)?
3. Bolehkah kami tahu username Instagram atau nomor telepon yang terdampak?

Informasi ini akan sangat membantu kami dalam mengidentifikasi akar permasalahan. Sementara itu, saran Anggraeni untuk membalas langsung melalui aplikasi Instagram bisa menjadi solusi sementara, terutama jika notifikasi memang sudah lebih dari 24 jam. Namun, kami tetap perlu menyelidiki penyebab utama masalah ini agar tidak terulang kembali.

Created by: saadah

Created at: 2025-02-28T22:27:31.729Z

Question:

the internal team is asking for assistance regarding a client, Caturnusa Sejahtera Finance (TPayLater ID, app code: uvqdq-kssauvsaqnwotac), encountering error #135000 (“Generic user error”) while sending WhatsApp broadcast messages. What is causing this error and how can it be resolved?

Answer Summary:

The issue was initially suspected to be related to the CSV file used for the broadcast, but further investigation and communication with Meta revealed it was likely a transient issue on Meta’s side. The client confirmed the issue resolved itself after some time, without a specific fix being implemented by Qiscus or the client. Troubleshooting steps included checking the CSV file, creating a new template, sending messages to single numbers, and escalating the issue to Meta.

Question and Answer Format:

Q: Client Caturnusa Sejahtera Finance (TPayLater ID, app code: uvqdq-kssauvsaqnwotac) is experiencing error #135000 (“Generic user error”) when sending WhatsApp broadcasts. What’s the cause and solution?

A: Hai Client! Saya senang bisa membantu. Error #135000 “Generic user error” biasanya menunjukkan masalah pada sisi Meta. Awalnya kami menduga masalahnya ada pada file CSV yang digunakan untuk broadcast, tetapi setelah diperiksa lebih lanjut, tidak ditemukan kesalahan.

Berikut langkah-langkah yang telah kami lakukan:

• Memeriksa file CSV untuk memastikan tidak ada data yang kosong atau format yang salah.
• Menyarankan klien untuk membuat template baru dan mencoba mengirim broadcast lagi.

• Menyarankan klien untuk mencoba mengirim pesan ke nomor tunggal untuk melihat apakah masalahnya terjadi juga.
• Mengeskalasi masalah ini ke tim Product Quality First (PQF) dan membuat tiket ke Meta untuk penyelidikan lebih lanjut.

Hasilnya, klien mengkonfirmasi bahwa masalah tersebut telah teratasi dengan sendirinya tanpa tindakan khusus dari pihak klien maupun Qiscus. Kemungkinan besar ini merupakan masalah sementara di sisi Meta. Jika masalah ini terjadi lagi, silakan hubungi kami kembali dengan informasi lebih lanjut, seperti nama broadcast, template yang digunakan, dan contoh nomor yang gagal terkirim.

Created by: saadah

Created at: 2025-02-28T22:30:31.256Z

Question Summary: A client, Privy (rprty-hhotzhewbxryrt9), reports missing broadcast log data in Qiscus Analytics. The reporting for a specific template name is not showing up.

Answer Summary: The issue is being investigated. A team member (AHMAD RAPIM) suggests checking again or trying a re-download, implying a potential issue with data retrieval rather than a system-wide problem. A screenshot of internal data was requested for further investigation.

Question and Answer Format:

Q: Client Privy (rprty-hhotzhewbxryrt9) reports missing broadcast log data in Qiscus Analytics. The reporting for a specific template name is not appearing. Can you investigate?

A: The issue is currently under investigation. A team member has suggested that the client try checking again or re-downloading the data. Further investigation is ongoing, and a screenshot of internal data has been requested from the client to aid in troubleshooting.

Created by: saadah

Created at: 2025-02-28T22:34:59.760Z

Question Summary: Ken Diani Mutia Sari’s team is integrating 108 channels for client Cakra Radha Mustika. They initially requested adding the support team to a WhatsApp group for assistance but were already in the group. A question arose regarding the production App ID (initially thought to be `ztigj-grfqfncj04dup78`, but later corrected to `abi-jpvsoguhpv18uuoem`), which appears disabled. There’s also uncertainty about whether the client (Cakra Radha Mustika) needs further assistance with enabling comments and other features.

Answer Summary: The support team was already included in the relevant communication channel. The provided App ID `ztigj-grfqfncj04dup78` was incorrect; the correct App ID is

`abi-jpvsoguhpv18uuoem`, which is currently disabled. Further clarification is needed regarding the client’s current status and need for additional support in enabling comments and other features.

Question and Answer Format:

Q: Ken Diani Mutia Sari’s team is integrating 108 channels for client Cakra Radha Mustika. They requested support team assistance via WhatsApp group. The correct App ID for the client was later identified as `abi-jpvsoguhpv18uuoem`, but it’s currently disabled. The client may require further assistance with enabling comments and other features. What actions are needed to resolve this situation?

A: Several actions are required:

1. Verify the status of App ID: Investigate why the App ID is disabled. This may involve checking for any account issues, payment problems, or other reasons for deactivation.

• Clarify the client’s needs: Contact Cakra Radha Mustika directly to understand their current progress and any specific issues they are facing with enabling comments and other features. Determine if they are still actively trying to enable these features or if they need further guidance.

• Provide appropriate support: Based on the client’s needs, provide the necessary technical support or documentation to resolve the issues. This may involve enabling the App ID, providing troubleshooting steps, or offering further integration assistance.

• Follow up: After resolving the issues, follow up with the client and Ken Diani Mutia Sari’s team to ensure everything is functioning correctly.

Created by: saadah

Created at: 2025-02-28T22:36:45.944Z

Question Summary: A client, Summarecon Villaggio Outlets, experienced issues with a broadcast message using the “eng_bod_vpc” template. The CSV file contained errors including

blank phone numbers, numbers with spaces, alphanumeric characters mixed with numbers, and numbers only containing “62”. The team explored solutions, including splitting the CSV into smaller files, using text editors or ChatGPT for error checking, and ultimately decided to create a dedicated tool for future CSV validation.

Answer Summary: The issue stemmed from errors within the client’s provided CSV file used for broadcasting messages. The team initially suggested splitting the CSV into smaller batches for easier error detection. Alternative methods using text editors and ChatGPT were also discussed. Finally, the decision was made to develop a dedicated tool to streamline the process of validating CSV files for future broadcasts, addressing the data validation problem proactively.

Question and Answer Format:

Q: What was the main problem reported by Summarecon Villaggio Outlets regarding their broadcast message using the “eng_bod_vpc” template?

A: The client’s CSV file used for broadcasting contained numerous errors in the phone number column. These errors included blank entries, numbers with spaces, alphanumeric characters mixed with numbers, and phone numbers only containing the country code “62”. This prevented the successful broadcast of the message.

Q: What initial solutions were proposed to address the immediate broadcast issue?

A: The initial solutions focused on error correction within the existing CSV. This included splitting the CSV file into smaller, more manageable chunks to facilitate manual error checking and uploading in batches. Using text editors like Visual Studio with a CSV extension, or leveraging ChatGPT for automated error detection within the CSV, were also suggested.

Q: What long-term solution was decided upon to prevent similar issues in the future?

A: The team decided to develop a dedicated tool to validate CSV files before broadcasting. This tool will automate the error checking process, preventing future broadcast failures caused by incorrect data in the CSV files. The tool may utilize regex for checking unknown characters and will likely be integrated with ToolJet for a web-based interface.

Created by: saadah

Created at: 2025-02-28T22:40:06.550Z

Question Summary: Metaderma (App ID: dakwh-1nrno0suakgxmmx) hasn’t received automated invoices via email, despite their plan having invoice-by-system enabled. They also didn’t receive the H-7 reminder email. The client has been paying via WhatsApp, using manually downloaded invoices from the superadmin. The issue is whether there’s a problem with the automated invoicing system or if additional settings are needed.

Answer Summary: The issue was escalated to the Qiscus Support team. The client, Metaderma, had not been receiving automated invoices despite the setting being enabled. It was discovered that the client had been paying late, leading to account disabling. The lack of email invoices was a contributing factor to late payments. The ticket was resolved by the support team.

Question and Answer Format:

Q: Metaderma (App ID: dakwh-1nrno0suakgxmmx, email: admin@metaderma.id) reports not receiving automated invoices or H-7 reminders despite their plan (Metaderma Plan: Lite + Addon 2 agents + Addon 2 WABA + Addon 3000 MAU) having “invoice by system” enabled. They’ve been paying manually via WhatsApp using invoices downloaded from the superadmin. What is the issue, and what actions were taken?

A: The client, Metaderma, was not receiving automated invoices due to an issue with the system. The support team investigated the case (Ticket #4232). It was discovered that the client had consistently made late payments, leading to account disabling. The lack of automated invoice emails contributed to the late payments. The issue was resolved by the Qiscus Support team.

Created by: saadah

Created at: 2025-02-28T22:43:34.521Z

Question Summary: A client (ycekz-cqekdxhpy25mcth, SETDITJEN PAUD DIKDAS DIKMEN KEMENDIKBUD RI) is renewing their Qiscus subscription, but the final decision will only be made at the end of March 2025. They have a significant credit balance (37 million). If the subscription isn’t renewed, they may not pay for the January-March 2025 period. The question is whether it’s possible to disable the account while preserving the credit until the end of March.

Answer Summary: The initial response acknowledges the request and states that the support team will process it. A second response suggests confirming with the product team to ensure the credit remains safe if the account is disabled. A separate Slack thread links to a similar question about credit preservation after disabling and reactivating an app ID.

Question and Answer Format:

Q: A client (ycekz-cqekdxhpy25mcth, SETDITJEN PAUD DIKDAS DIKMEN KEMENDIKBUD RI) needs to potentially disable their Qiscus account before the end of March 2025 due to an uncertain renewal. They have a large credit balance (37 million Rupiah) and are unsure if they will pay for January-March 2025 usage if they don’t renew. Is it possible to disable their account without losing their credit until the end of March, ensuring the credit remains available if they decide to renew later?

A: The support team will process this request. However, confirmation with the product team is recommended to ensure that disabling the account will not result in the loss of the client’s credit balance. A similar question regarding credit preservation after disabling and reactivating an app ID has been raised in a separate Slack thread.

Created by: saadah

Created at: 2025-02-28T22:45:05.038Z

Question Summary: Lunary Agency (`wzkfi-hbltb30nym1irhl`) requests a change of their admin account email from `contact@ptluna.com` to `cs@lunarymg.com` due to company restructuring and name changes.

Answer Summary: The request was processed and resolved by the Qiscus Support team, resulting in a closed ticket (#4229).

Q&A Format:

Question: Bagaimana proses perubahan email akun admin Lunary Agency

(`wzkfi-hbltb30nym1irhl`) dari `contact@ptluna.com` menjadi `cs@lunarymg.com` yang disebabkan oleh pembubaran akta perusahaan dan perubahan nama?

Answer: Permintaan perubahan email akun admin dari Lunary Agency (`wzkfi-hbltb30nym1irhl`) dari `contact@ptluna.com` ke `cs@lunarymg.com` karena pembubaran akta perusahaan dan perubahan nama telah diproses dan diselesaikan oleh tim Support Qiscus. Tiket (#4229) telah ditutup.

Created by: saadah

Created at: 2025-02-28T22:46:25.639Z

Question Summary: PT ARTHA BINA BHAYANGKARA (`tsyfz-q0szaiqc7wfbfbt`) experienced issues with WhatsApp messages not being delivered to clients; messages showed only one checkmark in WhatsApp and didn’t appear in Qiscus. The issue was later resolved, but there was a significant delay in message delivery. The question is why the delay occurred, and whether it could be attributed to Meta’s server.

Answer Summary: The initial issue was investigated by the Qiscus support team. While the exact cause of the initial delay wasn’t explicitly stated, a later comment suggests that delays in webhook delivery from Meta are a possible cause. The ticket was ultimately closed after the messages eventually delivered.

Question and Answer Format:

Q: PT ARTHA BINA BHAYANGKARA (`tsyfz-q0szaiqc7wfbfbt`) reported that WhatsApp messages sent through Qiscus Omnichannel were not being delivered to clients. Messages showed only one checkmark on WhatsApp and were not visible in the Qiscus interface. What

was the cause of this issue, and why was there a significant delay in message delivery after the initial problem?

A: The Qiscus support team investigated the issue. While a definitive root cause wasn’t explicitly stated in the conversation, a subsequent comment suggested that delays in webhook delivery from Meta’s servers were a possible explanation for the delayed message delivery. The problem resolved itself, with messages eventually reaching the clients after a delay.

Created by: saadah

Created at: 2025-02-28T22:50:55.363Z

Question Summary: Leads from ads intended for automatic assignment to telesales agents were incorrectly assigned to customer service agents. Additionally, some leads were not assigned to any agent. The issue involves Qiscus Robolabs and its bot training.

Answer Summary: The initial misassignment was due to the bot’s intent recognition; the phrase used by the lead triggered a handover to customer service instead of telesales. This was resolved by suggesting bot training adjustments. The unassigned leads were attributed to the chat occurring outside of office hours and the client not having the “Handover after office hour” feature enabled. A suggestion to have the Omnichannel admin log out and log back in was also made.

Question & Answer Format:

Q: Why were leads from ads incorrectly assigned to customer service agents instead of telesales agents, as intended by PT Teman Satu Skolla? Room IDs involved: 298885503, 298897955.

A: The initial misassignment stemmed from the Robolabs chatbot’s intent recognition. The phrase “Halo, Kak! Bantu aku lolos PTN lewat SNBT dong” triggered the bot’s

“Handover-Customer Services” intent. The solution proposed was to retrain the bot to assign this phrase to the correct telesales handover intent.

Q: Why were some leads from ads not assigned to any agent at all? Room ID: 298845977

A: These leads were not assigned because the chats occurred outside of business hours, and PT Teman Satu Skolla did not have the “Handover after office hour” feature enabled in their Qiscus Robolabs configuration. The bot, therefore, did not assign these leads to any agent.

Additionally, an admin logging out and back into the Omnichannel was suggested as a troubleshooting step.

Created by: saadah

Created at: 2025-02-28T22:52:18.836Z

Question Summary: Client “RUN System” (ecwjt-xwatjbzusn8sb0g) requires assistance with Qiscus Omnichannel integration. Specifically, they need help understanding: 1) the feasibility of sending location data with user consent when a user clicks a “Check-in” button in WhatsApp; and 2) webhook behavior when adding new phone numbers. The client initially preferred a meeting, but the team is now considering using the ticketing system for support.

Answer Summary: Initially, sending location data upon a check-in button click was deemed not currently possible. The team decided to guide the client to use the ticketing system for

step-by-step assistance and documentation instead of a meeting. The client’s insistence on a meeting is ongoing.

Question and Answer Format:

Q1: Is it possible to send location data with user consent when a user clicks a “Check-in” button within the WhatsApp integration of Qiscus Omnichannel?

A1: Based on the initial assessment, this functionality is not currently possible.

Q2: Regarding Qiscus Omnichannel’s webhook functionality, does adding a new phone number require a new webhook, or can a single webhook handle multiple numbers?*

A2: This question was raised but not directly answered in the provided conversation. Further clarification is needed from the client via the ticketing system.

Q3: What is the current plan to assist the client “RUN System” with their technical questions regarding Qiscus Omnichannel integration?

A3: The team is now guiding the client to submit their questions via the Qiscus ticketing system to receive step-by-step guidance and relevant documentation. This is a change from the initial plan to conduct a meeting. The client has expressed a continued desire for a meeting.

Created by: saadah

Created at: 2025-02-28T22:53:55.885Z

Question Summary: Client (UPPER WEST BSD) experiences an issue where links in ads clicked from iPhones fail to open, while the same ads work on Android devices. The Android issue is further complicated by the fact that the ad icon shows as TikTok, even though the ads aren’t from TikTok. The client is using the latest mobile app. The Room ID and the account from which the links are clicked are needed for further investigation.

Question & Answer Format:

Q: Client “tmvqi-yfpmrj9nno3xhwu” reports that links in ads clicked from iPhones do not open, while the same ads work on Android devices. The Android ads display a TikTok icon, despite not originating from TikTok. The client is using the latest mobile app. What steps should be taken to troubleshoot this issue?

A: To effectively troubleshoot this issue, the following information is required:

1. Room ID: This will help identify the specific conversation and context.
2. Account used to click the ads: Knowing the account used will help pinpoint the source of the problem. Is it a specific user account, or a general issue?
3. More details about the ads: What type of ads are these? What platforms are they running on (beyond the apparent discrepancy on Android)? Can you provide links to the ads, if possible? Screenshots of the ads on both Android and iOS would be extremely helpful.

• Device details: While the client mentioned using the latest mobile app, specifying the exact iOS version used would be beneficial. Also, what is the Android version experiencing the unexpected TikTok icon?

Once this information is gathered, the Support team can investigate the root cause, which could potentially involve issues with deep linking, specific iOS configurations, or discrepancies in the ad implementation. The discrepancy with the TikTok icon on Android also requires further investigation to determine the source of this visual inconsistency.

Created by: saadah

Created at: 2025-02-28T22:58:00.967Z

Question Summary: SprintAsia, a Qiscus client, is experiencing issues connecting their WhatsApp Business Accounts (WBAs) from other Business Service Providers (BSPs) to Qiscus Omnichannel. They previously used a manual method (inputting webhook URL, token, and phone number) which is now deprecated. The question is whether this manual method can be reinstated or if they must use the embed method. The deployment is cloud-based.

Answer Summary: The initial responses indicated that while direct connection via the old method isn’t possible, a workaround using custom channels might be available. However, further investigation is needed, specifically confirming whether the client (SprintAsia) is using a cloud or on-premise deployment (confirmed as cloud), and a deeper dive into the issue via a PQF (presumably a problem/question form or internal tracking system). The issue remains unresolved and requires further investigation by the Qiscus support team.

Question and Answer Format:

Q: SprintAsia, a Qiscus client, reports that they can no longer connect their WhatsApp Business Accounts (WBAs) from other Business Service Providers (BSPs) to Qiscus Omnichannel. Their previous method of manual input (webhook URL, token, and phone number) is deprecated. Can this manual method be reinstated, or must they use the embed method? The deployment is cloud-based.

A: The direct manual input method is no longer supported. A workaround using custom channels is being explored. However, a full investigation is required. This includes verifying the client’s deployment type (confirmed as cloud-based) and further investigation through the PQF system to determine the root cause and a suitable solution. The issue is still under investigation and requires further action by the Qiscus support team.

Created by: saadah

Created at: 2025-02-28T23:00:02.371Z

Question Summary: Clients Jilbrave (App ID `ihgsg-pstnk5o2mkmqhwe`) and PT Karya Muda Inspira reported that the template search functionality within the Qiscus Omnichannel follow-up chat feature for expired chats is not working. They are unsure if this is a feature limitation or a bug. A video was provided as evidence.

Answer Summary: The issue was investigated and resolved. It was determined that the search box for selecting templates does not require clicking; instead, typing directly into the search box initiates the search.

Question and Answer Format:

Q: Multiple clients (including Jilbrave, App ID `ihgsg-pstnk5o2mkmqhwe`, and PT Karya Muda Inspira) have reported that the template search functionality within the Qiscus Omnichannel follow-up chat feature for expired chats is not working. They are unsure if this is a feature limitation or a bug. A video was provided as evidence. Can you investigate and provide a solution?

A: The issue with the search box for selecting templates in the Qiscus Omnichannel follow-up chat feature for expired chats has been investigated. The search box doesn’t require clicking; users can initiate a search by directly typing their query into the search box. This information has been communicated to the clients. The ticket (#4257) has been resolved.

Created by: saadah

Created at: 2025-02-28T23:01:26.248Z

Question Summary: A client reported an issue with `customer_rooms` where indexing fails, leading to data synchronization problems.

Answer Summary: The Support team should be notified about this client issue to investigate the indexing failure in `customer_rooms` causing data synchronization problems. Further information is needed to effectively troubleshoot (e.g., client name, App ID, detailed steps, screenshots/videos, timestamps, relevant IDs).

Question and Answer Format:

Question: Klien melaporkan masalah dengan `customer_rooms` di mana proses indexing gagal dan menyebabkan data tidak sinkron. Bagaimana kita harus menangani hal ini?

Answer: Harap laporkan masalah ini ke tim Support. Untuk membantu tim Support dalam mendiagnosis masalah ini secara efektif, mohon sertakan informasi tambahan berikut: nama klien, App ID, langkah-langkah detail yang dilakukan klien saat masalah terjadi, tangkapan layar atau video jika memungkinkan, waktu kejadian yang tepat, dan ID yang relevan (misalnya, Room ID).

Created by: saadah

Created at: 2025-02-28T23:02:39.275Z

Question Summary: Raden Muhammad Fadly (App ID: xzrqm-0quqej3nt9dz8ys) reports the missing auto-responder menu in their WhatsApp integration within Qiscus Omnichannel. Rozi suggests it might be related to their subscription plan or a one-way WhatsApp configuration.

Answer Summary: The issue requires further investigation. The auto-responder’s absence may be due to the subscription plan not including this feature or a misconfiguration of the WhatsApp Business API integration (possibly a one-way setup instead of two-way).

Question and Answer Format:

Q: Why is the auto-responder menu missing in the WhatsApp integration for App ID xzrqm-0quqej3nt9dz8ys?

A: The absence of the auto-responder menu in your WhatsApp integration for App ID xzrqm-0quqej3nt9dz8ys may be due to one of two reasons:

1. Subscription Plan: Your current Qiscus Omnichannel subscription plan may not include the auto-responder feature for WhatsApp. Please check your plan details to confirm this.

• WhatsApp Integration Configuration: The WhatsApp Business API integration might be configured as one-way instead of two-way. A one-way setup only allows receiving messages from WhatsApp, not sending automated responses. Please review your WhatsApp integration settings within the Qiscus Omnichannel dashboard.

To resolve this, please:

• Verify your subscription plan: Check if the auto-responder feature for WhatsApp is included in your plan.
  • Check your WhatsApp Business API settings: Ensure the integration is configured for two-way communication to enable auto-responders. If you need assistance with this, please provide more details or contact the Qiscus Support team for further assistance. Providing screenshots of your Qiscus Omnichannel dashboard settings related to WhatsApp integration would be helpful.

Created by: saadah

Created at: 2025-02-28T23:04:51.875Z

Summary of Questions:

The client, Bethsaida, is experiencing an urgent issue where their WhatsApp flow is disrupted due to template migration issues during a production deployment. The templates didn’t sync correctly, causing their service to become manual. A Facebook support ticket was created but hasn’t received a response. The team needs help escalating the issue to Meta and exploring alternative solutions, such as reverting to the previous version or migrating templates in batches/by name.

Question and Answer Format:

Q1: What is the core problem affecting Bethsaida’s WhatsApp service?

A1: Bethsaida’s WhatsApp Business API flow is severely impacted because the templates did not sync properly after a template migration during deployment. This is causing their service to become manual, leading to operational disruptions.

Q2: What actions have already been taken to address the problem?

A2: A Facebook support ticket (link provided in original message) has been created, but there has been no response from Meta.

Q3: What is the requested immediate action?

A3: The team urgently requests assistance in escalating the issue to Meta again to expedite a resolution. They also want to know if reverting to the previous version (IVO) is feasible as a temporary workaround.

Q4: Are there alternative migration strategies to avoid complete disruption?

A4: The team is exploring if partial template migration (e.g., migrating a few templates at a time, or by specifying template names) is possible through the API, to minimize disruption. Attempts to do this have been unsuccessful. They also want to know if restarting the migration process (unlinking and relinking) would resolve the issue.

Q5: What is the urgency and impact of this issue?

A5: This is a high-priority issue because it’s blocking Bethsaida’s operational processes, causing significant chaos, especially given their operating hours start at 7 AM. The manual workaround is unsustainable.

Created by: saadah

Created at: 2025-02-28T23:08:29.480Z

Question Summary: Bank Sinarmas (Bank Nano) is still inquiring about the root cause of a previous SDK issue, and there’s been no update from the relevant team.

Answer Summary: The issue was escalated to the relevant team and responded to via the helpdesk. However, further follow-up is needed as Bank Sinarmas is still awaiting clarification on the root cause.

Question and Answer Format:

Q: Pada tanggal 21 Februari 2025, Muhammad Naufal Luthfy meminta bantuan untuk menindaklanjuti pertanyaan dari Bank Sinarmas (Bank Nano) terkait root cause dari issue SDK sebelumnya. Pada tanggal 26 Februari 2025, beliau menanyakan kembali karena belum ada kabar. Apa status dari pertanyaan Bank Sinarmas tersebut dan tindakan apa yang telah dilakukan?

A: Pada tanggal 21 Februari 2025, pertanyaan tersebut telah di-escalate ke tim yang relevan dan dijawab melalui helpdesk. Namun, karena Muhammad Naufal Luthfy kembali menanyakan hal ini pada tanggal 26 Februari 2025, menunjukkan bahwa Bank Sinarmas belum menerima penjelasan yang memuaskan mengenai root cause issue SDK. Diperlukan tindak lanjut lebih lanjut untuk memastikan Bank Sinarmas menerima penjelasan yang lengkap dan memuaskan. Informasi tambahan seperti detail issue, ID aplikasi, atau log error dibutuhkan untuk memberikan solusi yang tepat.

Created by: saadah

Created at: 2025-02-28T23:10:19.259Z

Summary of Questions:

Samora Group (App code: `uauyl-5awnukaoorajryc`) experienced several issues: 1) Problems with WhatsApp Business Account approval (Green tick), resulting in complaints. 2) Inability to broadcast messages due to problems downloading CSV templates and potential dashboard bugs. The team requested a support meeting to address these technical issues.

Question & Answer Format:

Q1: Regarding Samora Group’s WhatsApp Business Account (Green Tick) approval issues, what was the root cause of the problem and what solution was implemented?

A1: The initial rejection of Samora Group’s WhatsApp Official Business Account application was due to non-compliance with Meta’s notability requirements (lack of sufficient presence in reputable news sources). The solution involved providing Meta with additional links to reputable news publications featuring Samora Group, leading to the eventual approval of the account.

The initial rejection message from Meta specified that another review could be submitted after 30 days, but proactive intervention by the support team expedited the process.

Q2: What were the issues encountered by Samora Group related to broadcasting messages, and what steps were taken to investigate and resolve them?

A2: Samora Group reported an inability to download CSV templates, preventing them from broadcasting messages. This was initially suspected to be due to bugs within the Qiscus Omnichannel dashboard, as reported by Samora Group’s internal IT team. While a full resolution isn’t explicitly detailed, the support team was asked to investigate this further. The support meeting was scheduled to help resolve this issue.

Q3: What was the outcome of the support meeting request made for Samora Group?

A3: The initially scheduled support meeting was postponed from 2 PM to 9 AM on Tuesday. While the final outcome of the meeting isn’t described in the provided conversation, the WhatsApp Business Account issue was resolved before the meeting, indicating some success in addressing Samora Group’s problems.

Created by: saadah

Created at: 2025-02-28T23:11:57.760Z

Question and Answer Format:

Q: Client “Mahakarya Omnitalenta Madani” (App code: vydpv-ershwotulol345h) reports a drastic decrease in leads after changing their Qiscus number used for their ads. They suspect the number change is the cause. Is there a known correlation between changing the Qiscus number and a significant drop in leads generated through ads? What further investigation is needed?

A: Based on the provided information, there is a suspicion but no confirmed correlation between the Qiscus number change and the drop in leads. Further investigation is required to determine the cause. This includes:

• Verifying the date range used in the Ads Manager: The lack of a clear date filter in the provided screenshots hinders analysis. Obtaining the exact date range used by the client in their Ads Manager is crucial.
• Comparing ad performance data: A detailed comparison of ad performance metrics (impressions, reach, clicks, conversions) before and after the Qiscus number change is necessary. This will help determine if the number change is a contributing factor or if other factors are at play.
• Checking Qiscus settings: Confirm that the new Qiscus number is correctly configured and integrated with the ad platform. Verify that messages are being properly received and processed.

• Analyzing other potential causes: Explore other potential reasons for the drop in leads, such as changes in ad targeting, ad copy, or competition.

The information provided is insufficient to definitively link the Qiscus number change to the lead decrease. More data and a more thorough investigation are needed.

Created by: saadah

Created at: 2025-02-28T23:13:53.683Z

Here’s a breakdown of the conversation into question-and-answer format, summarizing the main points:

Question 1:

Summary of Question: Bethsaida Healthcare (client with App ID hmaxs-fakiyyljgxdppz4) is experiencing an issue where the “Customer Details” menu is not appearing in their Qiscus Omnichannel setup. Is this expected behavior, or is there a problem?

Question (for Qiscus Support Bot): The client Bethsaida Healthcare (App ID:

hmaxs-fakiyyljgxdppz4) reports that the “Customer Details” menu is missing. What could be causing this, and how can it be resolved?

Answer (from Andrianto Nur Anggoro and implied from Teddy Asrialdi’s response): The issue likely stems from a misconfiguration within the agent’s settings. The solution involves checking the agent’s settings under `Setting > Agent Management > Setting > Customers Agent Setting` and enabling a specific setting (the exact setting isn’t explicitly stated, but implied to be a toggle or checkbox).

Question 2:

Summary of Question: How can a broadcast message be sent via the Qiscus API, specifically regarding the payload and its capacity for sending to multiple recipients?

Question (for Qiscus Support Bot): What is the correct Qiscus API endpoint and payload structure for sending broadcast messages to multiple recipients? Provide details on the payload format to accommodate large numbers of recipients.

Answer (from Pengkuh Dwi Septiandi and Deva Agus P): The recommended approach is to use the API documented in the Qiscus support documentation (link not provided in chat log). The

`/messages` endpoint is *not* recommended for broadcasts. The `admin/broadcast` endpoint is mentioned but its documentation is considered difficult. Using the Meta format is suggested for better usability.

Question 3:

Summary of Question: Clarification on the use of Template IDs when sending WhatsApp broadcasts via the Qiscus API. Specifically, whether the Template ID remains consistent across different WhatsApp Business Accounts.

Question (for Qiscus Support Bot): When sending WhatsApp broadcast messages using the Qiscus API, what is the relationship between Template IDs and WhatsApp Business Account IDs? Does the same Template ID work across multiple WhatsApp Business Accounts?

Answer (from Deva Agus P): Template IDs themselves aren’t consistently reliable across different accounts. The *namespace* is what remains consistent. The specific source of namespace assignment within the client’s system (Ivosights) is unknown.

Created by: saadah

Created at: 2025-02-28T23:16:20.930Z

Question Summary: A client (tmvqi-yfpmrj9nno3xhwu, UPPER WEST BSD) reported that a blocked contact could still send messages to their Qiscus Omnichannel. The internal team investigated and found the block occurred *after* the initial message was sent.

Answer Summary: The issue was resolved. The initial message from the blocked contact arrived before the block was implemented in the system. Therefore, the behavior was expected.

Question and Answer Format:

Q: Klien tmvqi-yfpmrj9nno3xhwu (UPPER WEST BSD) melaporkan bahwa kontak yang telah diblokir masih dapat mengirim pesan ke Omnichannel mereka. Mengapa hal ini terjadi?

A: Setelah dilakukan investigasi, ditemukan bahwa pemblokiran kontak tersebut dilakukan

*setelah* pesan awal diterima. Sistem hanya memblokir pesan *setelah* proses pemblokiran dilakukan. Oleh karena itu, masuknya pesan sebelum pemblokiran merupakan perilaku yang diharapkan.

Created by: saadah

Created at: 2025-02-28T23:18:32.631Z

Question Summary: Metaderma, a client using Qiscus Omnichannel, experienced repeated issues with their autoresponder not displaying correctly. The client, represented by Lukas, reported the autoresponder wasn’t changing even after updates. The issue was escalated internally.

Answer Summary: The problem was ultimately determined to be user error: Metaderma failed to save changes after updating the autoresponder settings. While the client reported recurring problems, investigation revealed the autoresponder *was* functioning correctly, but only triggered on the initial chat within a session. Subsequent messages in the same unresolved session did not trigger the autoresponder.

Question and Answer Format:

Q: Metaderma (App ID: dakwh-1nrno0suakgxmmx), a Qiscus Omnichannel client, repeatedly reported their WhatsApp autoresponder wasn’t displaying correctly, despite making changes in the settings. The issue involved multiple attempts to update the autoresponder, with the old message still appearing. What was the root cause of this recurring problem, and what was the resolution? Include relevant details from the conversation, such as the timeframe and any involved personnel.

A: The root cause was determined to be a user error on the client’s side. While the client (represented by Lukas) reported the autoresponder not updating after changes were made, investigation revealed they had failed to save the changes after editing the autoresponder settings. This was confirmed by Ahmad Rapim who checked the settings and found them to be correct. The issue was initially escalated by Delta Purna Widyangga on February 21st, 2025. Kristina Widowati, the account manager, worked with Ahmad Rapim to investigate. The recurring nature of the reported issue was due to a misunderstanding of the autoresponder’s trigger mechanism: it only triggers on the *first* message of a chat session. Subsequent messages within the same unresolved session will not trigger the autoresponder again. The issue was resolved by clarifying this behavior to the client and confirming the autoresponder settings were indeed correct. While the client initially reported continued problems, further investigation showed the autoresponder functioned as expected, and the issue was ultimately attributed to user error and a misunderstanding of how the autoresponder triggers.

Created by: saadah

Created at: 2025-02-28T23:20:06.216Z

Question Summary: PT Bing Kreatif Mandiri (Bingxue) reports extremely slow dashboard loading times despite trying different devices and networks. The issue is not reproducible on other accounts.

Answer Summary: The issue is not reproducible by other team members. Further investigation is needed to determine the cause of the slow dashboard loading for PT Bing Kreatif Mandiri (Bingxue). The type of dashboard (agent or admin) needs clarification to better assist.

Question & Answer Format:

Q: PT Bing Kreatif Mandiri (Bingxue) reports their dashboard is very slow to load, even after trying different devices and internet connections. The attached screen recording shows the slow loading. What steps should be taken to resolve this issue?

A: Dari chat terlihat bahwa masalah ini sudah dicoba diatasi dengan cara hard refresh, clear cache, dan mengganti jaringan serta perangkat, namun masalah tetap terjadi pada akun PT Bing Kreatif Mandiri (Bingxue). Karena masalah ini tidak dapat direproduksi oleh anggota tim

lainnya, diperlukan informasi tambahan untuk mendiagnosis masalah ini lebih lanjut. Informasi penting yang dibutuhkan adalah:

• Jenis Dashboard: Apakah dashboard yang mengalami masalah ini adalah dashboard agent atau admin?
• App ID: App ID dari PT Bing Kreatif Mandiri (Bingxue).
• Detail Masalah:** Deskripsi lebih detail mengenai masalah yang dialami, misalnya pesan error yang muncul (jika ada).
• Screen Recording (jika tersedia): Meskipun sudah disebutkan adanya screen recording, konfirmasi ketersediaan dan akses ke screen recording tersebut.
• Waktu Kejadian: Waktu spesifik ketika masalah ini terjadi.

Setelah informasi tambahan tersebut didapatkan, tim support dapat melakukan investigasi lebih lanjut untuk menemukan penyebab masalah dan memberikan solusi yang tepat.

Created by: saadah

Created at: 2025-02-28T23:25:43.544Z

Question:

the internal team reported a client, GMedia (App ID: `gis-xuqqz9ghyfnkrtn6j`), experiencing slow loading issues on their Qiscus Omnichannel agent accounts. The agents have already tried clearing cache and re-logging in, and their internet connection is stable. The issue seems intermittent. What was the problem and was it resolved?

Answer Summary:

The problem was reported as slow loading on the Qiscus Omnichannel dashboard for GMedia agents. While initial checks by Andrianto Nur Anggoro couldn’t reproduce the issue, it was escalated to the Product Quality First (PQF) team. The issue seemed intermittent and wasn’t consistently reproducible. The ticket was eventually resolved, likely due to the issue no longer being reported by the client.

Question and Answer Format:

Q: GMedia agents are experiencing intermittent slow loading issues on their Omnichannel dashboard. They’ve tried clearing cache and re-logging in, and their internet connection is stable. App ID: `gis-xuqqz9ghyfnkrtn6j`. What was the cause and resolution?

A: The exact cause of the intermittent slow loading issue for GMedia’s Omnichannel agents was not definitively identified. While the initial investigation couldn’t replicate the problem consistently, it was escalated to the PQF team for further investigation. The support ticket was ultimately resolved as the client stopped reporting the issue, suggesting it might have been a temporary problem or resolved itself.

Created by: saadah

Created at: 2025-02-28T23:28:42.760Z

Question Summary: A client’s chatbot (BotMD) encountered a `SoftTimeLimitExceeded()` error, preventing automated responses to patient inquiries (“Halo mba/mas, …”). This occurred only twice in a week’s worth of chat logs. The question is about the cause and solution for this error.

Answer Summary: To diagnose the `SoftTimeLimitExceeded()` error in Qiscus’s BotMD, additional information is needed, specifically the Room ID(s) associated with the failed responses. This ID will help pinpoint the specific interaction and investigate the root cause, which could be related to the chatbot’s processing time exceeding the allocated limit.

Question and Answer Format:

Q: Gilang Ladisadewa reported a `SoftTimeLimitExceeded()` error in their BotMD chatbot, preventing automated responses to two patient inquiries within a week. What is the likely cause of this error, and how can it be resolved?

A: To effectively troubleshoot the `SoftTimeLimitExceeded()` error in the BotMD chatbot, we need more information. Please provide the Room ID(s) associated with the two instances where the error occurred. The `SoftTimeLimitExceeded()` error indicates that the chatbot’s processing time for a specific message exceeded the allocated time limit. Having the Room ID will allow us to examine the specific conversation and the chatbot’s logic during that interaction, helping us identify the bottleneck causing the extended processing time. This could be due to complex logic, inefficient code within the chatbot, or issues with external API calls made during processing.

Created by: saadah

Created at: 2025-02-28T23:29:52.549Z

Question Summary: Client R Harits Muhammad (`ryexi-wt6dzqfwjutxvtd`) experiences an error sending messages via WhatsApp Business API, specifically a sending limit to the same number. The issue is ongoing.

Answer Summary: The error is due to Meta’s sending limits for WhatsApp Business API. The solution is to wait for a period of time before attempting to send messages to the same number again. The issue is a long-standing one.

Question and Answer Format:

Q: Klien R Harits Muhammad (`ryexi-wt6dzqfwjutxvtd`) mengalami error pengiriman pesan melalui WhatsApp Business API. Errornya berupa limit pengiriman ke nomor yang sama. Apakah ini masalah baru atau sudah terjadi sebelumnya? Bagaimana solusinya?

A: Masalah ini bukan masalah baru, sudah terjadi sejak lama. Error tersebut disebabkan oleh batasan pengiriman (limit) dari Meta untuk WhatsApp Business API. Solusinya adalah

menunggu beberapa saat sebelum mencoba mengirim pesan lagi ke nomor yang sama. Silakan lihat dokumentasi Meta terkait error code WhatsApp Business API untuk informasi lebih lanjut: https://developers.facebook.com/docs/whatsapp/cloud-api/support/error-codes/

Created by: saadah

Created at: 2025-02-28T23:31:23.392Z

Question Summary: Vista Land Group experienced a discrepancy between the QR code sent via Qiscus Omnichannel’s WhatsApp API and the QR code displayed in the Qiscus inbox. The received QR code led to a different URL than intended.

Answer Summary: The issue stemmed from the client’s system not being updated with the new QR code. While Qiscus correctly sent the updated image based on the API request, the metadata retrieval process by WhatsApp may have accessed an older version of the QR code image from the client’s server. The solution involved verifying the image name consistency and potentially updating the client’s system to reflect the most current QR code.

Question and Answer Format:

Q: A Vista Land Group client reported that a QR code sent via Qiscus Omnichannel’s WhatsApp API broadcast (using a template message with an image component) displayed a different QR code on the recipient’s WhatsApp than what was shown in the Qiscus inbox. The different QR code led to an incorrect URL. The client sent the code using the Qiscus WhatsApp API. The API request and the Qiscus inbox both showed the correct, updated QR code. Why was the QR code different on the recipient’s WhatsApp?

A: The discrepancy likely arose because the client’s system was not updated with the new QR code. While Qiscus’s API correctly sent the updated image as specified in the API request, and this correct image is reflected in the Qiscus inbox, the WhatsApp platform, during its metadata retrieval process, may have accessed an older version of the QR code image still residing on the client’s server. This suggests a caching issue or a problem with the client’s image management system. To resolve this, it’s crucial to ensure that the filenames of the QR code images are consistently updated on the client’s side. The client should also verify that their system is correctly serving the most up-to-date version of the QR code image.

Created by: saadah

Created at: 2025-02-28T23:32:41.770Z

Question Summary: Client with account ID `ceufn-jyrx2rgoe6ik3mn` experienced an issue sending messages using the link `<https://linktr.ee/VillaggioPrivilegeClub>`, which was previously working. The error appears to be related to the template used (eng_bod_vpc_download), where the header image field was incorrectly populated with the customer’s name instead of an image.

Answer Summary: The problem isn’t with the provided link, but rather with the incorrect usage of the `eng_bod_vpc_download` template. The header image field in the template should contain an image, not the customer’s name.

Question and Answer Format:

Q: Client with account ID `ceufn-jyrx2rgoe6ik3mn` reports an issue sending messages using the link `https://linktr.ee/VillaggioPrivilegeClub `, which previously worked. The error is shown in an attached image (not provided here). What is the cause of the problem?

A: Based on the subsequent conversation, the issue isn’t with the link

`https://linktr.ee/VillaggioPrivilegeClub ` itself. The problem stems from the use of the

`eng_bod_vpc_download` template. The template’s header image field is incorrectly populated with the customer’s name instead of an image, causing the sending error. The solution is to correct the template by replacing the customer’s name in the header image field with an actual image.

Created by: saadah

Created at: 2025-02-28T23:34:39.948Z

Question Summary:

Client chats in response to reminders are not automatically assigned to agents, even when auto-assign is active. Two specific Room IDs (299832110 and 299831971) and App ID

(uvqdq-kssauvsaqnwotac) are involved. A secondary question asks whether toggling an agent to “offline” is treated the same as logging out, preventing auto-assigned chats.

Answer Summary:

The initial issue was due to agents being offline at the time the chats arrived (13:40:56 and 13:41:52), while agents only came online at 13:43:00. Therefore, no auto-assignment occurred because no agents were available. Regarding the “offline” toggle, it functions similarly to logging out; auto-assigned chats will not be assigned to offline agents.

Question and Answer Format:

Q1: Ada masalah dengan auto-assign chat. Pesan balasan klien dari pengingat tidak secara otomatis masuk ke agen, meskipun auto-assign aktif. Dua Room ID yang terlibat adalah 299832110 dan 299831971, dengan App ID uvqdq-kssauvsaqnwotac. Apa yang menyebabkan hal ini terjadi?

A1: Berdasarkan log, chat masuk pada pukul 13:40:56 dan 13:41:52, sedangkan agen baru online pada pukul 13:43:00. Auto-assign tidak terjadi karena tidak ada agen yang tersedia pada saat chat masuk.

Q2: Apakah mengaktifkan toggle “offline” pada agen akan diperlakukan oleh sistem sama seperti agen “logout”? Artinya, auto-assign chat tidak akan masuk ke agen yang dalam status “offline”?

A2: Ya, mengaktifkan toggle “offline” akan diperlakukan sama seperti agen “logout”. Auto-assign chat tidak akan masuk ke agen yang berstatus “offline”.

Created by: saadah

Created at: 2025-02-28T23:36:14.705Z

Question Summary: A Qiscus Omnichannel user experienced a “failed” message when replying to a message (ID 225038303 in chatroom `yrbey-fo1fuwcyilw3ugp`). The issue seems to involve an attachment and might be related to session expiry, although a reply was visible.

Answer Summary: The issue was escalated to the Qiscus Support team and a ticket (#4310) was created. The Support team is investigating the “Gagal Kirim Pesan Out Side Allowed Window” (Failed to send message outside allowed window) error.

Q&A Format:

Q: Septilia Ratna reported a “failed” message error when replying to a message in Qiscus Omnichannel, chatroom `yrbey-fo1fuwcyilw3ugp`, message ID 225038303. The message included an attachment. Ahmad Rapim suggested the issue might be due to an expired room session, but a reply was already visible. What actions were taken to resolve this issue?

A: The issue was escalated and a ticket (#4310) titled “Gagal Kirim Pesan Out Side Allowed Window” was created in the Qiscus Support system. The Qiscus Support team is now investigating the cause of the error.

Created by: saadah

Created at: 2025-02-28T23:41:41.367Z

Question Summary: Can Qiscus Omnichannel provide data on the performance (response time) of administrators/supervisors when handing over chats to agents?

Answer Summary: Currently, Qiscus Omnichannel’s analytics do not track administrator/supervisor performance data, such as response time. Custom analytics would be required to obtain this information, but this is not currently possible as the data isn’t recorded.

Question and Answer Format:

Q: Is it possible to retrieve performance data (e.g., response time) for administrators/supervisors when they hand over chats to agents within the Qiscus Omnichannel platform?

A: No, the current Qiscus Omnichannel analytics dashboard does not include performance metrics for administrators or supervisors. This data is not currently captured within the system. While custom analytics could potentially provide this information, it’s not feasible at this time because the necessary data isn’t being recorded.

Created by: saadah

Created at: 2025-02-28T23:43:00.628Z

Question Summary: Samora Group (uauyl-5awnukaoorajryc) reported that their auto-responder wasn’t working, specifically in room ID 298463183, despite activating it the previous day. The issue seemed to be related to the auto-responder’s behavior during and outside office hours, and potentially how it handles already resolved conversations.

Answer Summary: The issue was likely due to the auto-responder’s

single-send-per-conversation limitation during office hours. Resolving the conversation and initiating a new message was suggested as a solution, which ultimately resolved the problem.

Question and Answer Format:

Q: Samora Group (App ID: uauyl-5awnukaoorajryc) reported their auto-responder wasn’t functioning in room ID 298463183, even though they activated it the previous day. What was the likely cause of this issue, and how was it resolved?

A: The likely cause was the Qiscus Omnichannel auto-responder’s behavior: during office hours, it sends only one auto-responder message per conversation. Therefore, even if a customer sent multiple messages, only the first message triggered the auto-responder. To resolve this, it was suggested to resolve the existing conversation in room ID 298463183 and send a new message to trigger the auto-responder again. This action successfully activated the

auto-responder. The behavior outside of office hours is different; it sends a message every time a customer sends a message.

Created by: saadah

Created at: 2025-02-28T23:44:35.178Z

Question:

PT IDEA VISION SOLUSINDO inquired about using the Qiscus WhatsApp Business API for broadcast messages. Specifically, they asked about the purpose of `body_sample` and

`header_sample` in the API documentation, how to modify the variables `{{1}}` and `{{2}}` within these samples, and whether there are alternative methods to populate these variables besides using the provided cURL example. They also later asked about the usage of `body_sample` in the context of sending broadcast messages.

Answer:

The `body_sample` is not used when sending broadcasts; it’s only an example provided by Meta for template approval. To modify the variables `{{1}}` and `{{2}}`, the values are supplied within the payload when sending the broadcast message. The `header_sample` (specifically,

*media* in the header sample) acts as a default if the client doesn’t provide variable values during broadcast. To send broadcasts via the WhatsApp Business API, the client should refer to the documentation for payload examples. [Link to relevant documentation was provided in the original conversation.]

Created by: saadah

Created at: 2025-02-28T23:47:53.271Z

Question Summary: How to retrieve detailed conversation logs from a bot for a specific App ID (hmaxs-fakiyyljgxdppz4) within a date range (February 23-25, 2025)? The logs should include messages both sent by the bot and those sent by users interacting with the bot.

Answer Summary: The default Qiscus Analytics dashboard (Analytics > Others > Message Last 7 Days) can show message data, but it doesn’t differentiate between admin and bot messages. For more detailed, customized reports distinguishing bot and user messages within the specified date range, a custom solution might be necessary.

Question and Answer Format:

Q: Halo selamat pagi mohon bantuannya untuk tarik detail convo dari bot untuk appid hmaxs-fakiyyljgxdppz4 thank you. (Range: 23-25 Februari)

A: Data message bisa diambil dari analytics > others > message last 7 days ya mas Teddy. Pesan yg dikirim bot itu dianggap Admin. Dan gabisa dibedakan mana yg admin/bot. Kalau ada kebutuhan diluar analytics default boleh coba diarahkan untuk custom hehe.

Created by: saadah

Created at: 2025-02-28T23:49:18.492Z

Question Summary: Jobseeker Company (App ID: `vceqj-mwkfjbukm3yhetd`) experienced a credit deduction despite not using the Qiscus dashboard. Further investigation revealed a marketing session in analytics, but no broadcast history in outbound messages. Consequently, incoming Customer Initiated (CI) chats cannot be replied to without a top-up, despite CI chats being supposedly free. The discrepancy between the analytics showing a broadcast session and the lack of broadcast history needs clarification.

Answer Summary: The initial credit deduction was due to a WhatsApp broadcast, although the broadcast history is missing. The inability to reply to incoming CI chats is directly linked to the negative credit balance, requiring a top-up. The reason for the missing broadcast history requires further investigation.

Question & Answer Format:

Q1: Klien Jobseeker Company (`vceqj-mwkfjbukm3yhetd`) mengalami pengurangan kredit meskipun belum menggunakan dashboard Qiscus. Apa yang menyebabkan hal ini?

A1: Pengurangan kredit disebabkan oleh pengiriman broadcast WhatsApp. Meskipun demikian, riwayat broadcast tersebut tidak ditemukan.

Q2: Analytics menunjukkan adanya sesi marketing, tetapi tidak ada riwayat broadcast di pesan keluar (outbound messages). Bagaimana ini bisa terjadi?

A2: Perlu investigasi lebih lanjut untuk mengetahui mengapa riwayat broadcast tidak tercatat meskipun analytics menunjukkan sesi marketing.

Q3: Mengapa chat CI yang masuk tidak dapat dibalas dan meminta top up, padahal seharusnya CI gratis?

A3: Ketidakmampuan untuk membalas chat CI disebabkan oleh saldo kredit yang negatif akibat broadcast WhatsApp sebelumnya. Top up diperlukan untuk mengembalikan saldo kredit ke angka positif.

Created by: saadah

Created at: 2025-02-28T23:51:01.277Z

Question Summary: Orlig experienced an issue where WhatsApp message template rejections were not triggering webhooks, while approvals were. The team investigated, finding that webhooks *were* sent for rejections with the reason “INVALID_FORMAT”. The question centers around the expected behavior of webhooks for rejected WhatsApp message templates and the specifics of the payload sent via webhook.

Answer Summary: The initial issue reported was that rejected WhatsApp message templates weren’t sending webhooks. Further investigation revealed that webhooks *were* being sent for rejections with a specific reason (“INVALID_FORMAT”). The team confirmed this with the Product team and resolved the ticket. A link to the payload information wasn’t directly provided in the conversation, but the team did access and share relevant internal documentation.

Question and Answer Format:

Q: WhatsApp message template rejections aren’t triggering webhooks for Orlig (App ID: mejng-vo6opfcc5ej7c2p). Approvals are working correctly. What is the expected behavior of Qiscus’s WhatsApp Business API regarding webhooks for rejected templates, and what information is included in the webhook payload?

A: Initially, it appeared that rejected WhatsApp message templates were not sending webhooks. However, further investigation revealed that webhooks *are* sent for rejections when the `reason` field in the webhook payload indicates “INVALID_FORMAT”. The team confirmed this behavior with the Product team. While a direct link to comprehensive webhook payload documentation wasn’t explicitly shared in this conversation, internal resources were consulted to confirm the behavior and resolve the issue. The ticket was resolved once the client confirmed the issue was resolved.

Created by: saadah

Created at: 2025-02-28T23:52:51.709Z

Question Summary: Destia Vindha Arini inquired about missing data in the Template Insight for a broadcast sent on prokp-tx9qcmfumvgynfk. She also asked if click rate data for CTA buttons is available elsewhere, besides Template Insight.

Answer Summary: Hana Fardilla explained that the Facebook Business Manager Insight was not enabled at the time of the broadcast, hence the missing data. The data would be available the next day. She also confirmed that click rate data for CTA buttons is currently only available in Template Insight.

Question & Answer Format:

Q: Destia Vindha Arini reported missing data in Template Insight for broadcast

prokp-tx9qcmfumvgynfk. Why is the data missing, and are there alternative locations to view CTA button click rates?

A: The Template Insight data was missing because the Facebook Business Manager Insight was not enabled at the time of the broadcast. The data will be available the next day. Click rate data for CTA buttons is currently only available within Template Insight; there are no alternative locations to view this data.

Created by: saadah

Created at: 2025-02-28T23:54:59.432Z

Question Summary: An email sent by a client seems to have not been properly handled, it didn’t register in the helpdesk system or the relevant WhatsApp group. The internal team is trying to figure out what happened and how to rectify the situation.

Answer Summary: The email’s status is unclear. The team needs to investigate why it wasn’t logged in the helpdesk and decide whether to re-raise the issue via the WhatsApp group.

Question and Answer Format:

Q: Email dari klien yang dikirim oleh Karina Nailazahwa belum tertangani dan tidak masuk ke sistem helpdesk maupun grup WhatsApp. Bagaimana cara menindaklanjuti hal ini?

A: Status email dari Karina Nailazahwa belum jelas. Perlu dilakukan investigasi mengapa email tersebut tidak tercatat di helpdesk. Setelah investigasi, tim perlu memutuskan apakah perlu *raise* ulang permasalahan tersebut melalui grup WhatsApp.

Created by: saadah

Created at: 2025-02-28T23:57:22.209Z

Question Summary: A client (App ID: gyeds-a5iqqgqswi6yuce) experienced a “template failed” error when sending a WhatsApp template message, but the detailed log showed a “read” status. The discrepancy between the error message and the log status needs clarification, and the source of specific logs is also questioned. Additionally, the reason for a WhatsApp “Rejected” status during a template message push is sought.

Answer Summary: The issue was escalated to the product team. The initial “template failed” error and “read” log status discrepancy is likely due to an issue outside of Qiscus’s system. The logs in question are confirmed to be from the client’s system, not Qiscus. The WhatsApp “Rejected” status is likely due to an incorrect token being used in the request, specifically suggesting an issue with the `appID` and `secret key` used for sending WhatsApp template messages.

Q&A Format:

Q1: Client reports a “template failed” error when sending a WhatsApp template message, but the detailed log shows a “read” status. Which status is correct?

A1: The discrepancy between the “template failed” error and the “read” status in the detailed log suggests the problem originates outside of Qiscus’s system. Further investigation by the product team is needed to pinpoint the exact cause.

Q2: Are the logs shown (links provided in the original chat) from Qiscus’s system?

A2: No, the logs provided are confirmed to be from the client’s system, not from Qiscus.

Q3: What is the likely reason for the WhatsApp “Rejected” status received during a template message push?

A3: The WhatsApp “Rejected” status is likely due to an incorrect token being used in the request. Specifically, it is suggested that the `appID` and `secret key` used for sending the WhatsApp template message are incorrect.

Created by: saadah

Created at: 2025-02-28T23:59:08.713Z

Question Summary: A client reports that after editing/deleting an agent (“CS Deal maker 6 (wenny/fira)”), the agent’s name still appears in chat rooms (Room IDs 299967033, 300183301, 291548052). The issue might be related to caching. A separate, unrelated feature request for an “Auto Unserved” feature in Qiscus Omnichannel is also raised.

Answer Summary: The initial problem appears to be a caching issue, potentially on the client’s browser or Qiscus’s side. A re-login sometimes resolves the issue. The “Auto Unserved” feature request needs to be raised separately to the Product and Quality team (PQF).

Q&A Format:

Q1: Client reports that after deleting/editing an agent (“CS Deal maker 6 (wenny/fira)”), the agent’s name persists in chat rooms (Room IDs 299967033, 300183301, 291548052). What is the likely cause and solution?

A1: The most likely cause is a caching issue. This could be due to browser cache, or a delay in Qiscus’s system updating the agent’s name. Suggest the client try the following:

• Clear browser cache and cookies.
• Re-login to the Qiscus Omnichannel platform.

If the problem persists after these steps, it may require further investigation by the Qiscus Support team or the Product and Quality team (PQF) to check for any system-side caching issues.

Q2: A separate client feedback suggests an “Auto Unserved” feature for Qiscus Omnichannel to automatically move unanswered chats to “Unserved” status after a certain time, allowing idle agents to pick them up. How should this feedback be handled?

A2: This feature request should be raised as a separate issue to the Product and Quality team (PQF) for consideration and prioritization. The provided summary and benefits of the “Auto Unserved” feature should be included in the request.

Created by: saadah

Created at: 2025-03-01T00:01:31.523Z

Question 1:

Summary of Question: Client ABC Labs requested their Qiscus database in .sql format before cancelling their subscription. Is this possible?

Question: Apakah memungkinkan untuk memberikan data penggunaan Qiscus (database) dalam format .sql kepada klien ABC Labs yang akan berhenti berlangganan?

Answer Summary: No, providing the database in .sql format is not possible. Alternatives, such as data analytics reports, should be offered.

Answer: Tidak memungkinkan untuk membagikan database dalam format .sql. Alternatif seperti laporan analitik data dapat ditawarkan.

Question 2:

Summary of Question: Client Seabank (`arbca-hho8nrvch5zogkg`) has concerns about data storage (messages and customer details) from their social media channels (IG, FB, Twitter) for upcoming audits. They requested either data transfer to their own DB (in raw SQL format – not possible) or complete data deletion from Qiscus. If deletion is chosen, how long will it take and what proof of deletion will be provided?

Question: Klien Seabank (`arbca-hho8nrvch5zogkg`) memiliki kekhawatiran tentang penyimpanan data (pesan dan detail pelanggan) dari saluran media sosial mereka (IG, FB, Twitter) untuk audit mendatang. Mereka meminta pengalihan data ke DB mereka sendiri (dalam format SQL mentah – tidak memungkinkan) atau penghapusan data lengkap dari Qiscus. Jika penghapusan dipilih, berapa lama waktu yang dibutuhkan dan bukti apa yang akan diberikan untuk membuktikan penghapusan data tersebut?

Answer Summary: Providing data in raw SQL format is not possible. The time required for data deletion and the format of the deletion confirmation will need to be determined and communicated to the client.

Answer: Memberikan data dalam format SQL mentah tidak dimungkinkan. Waktu yang dibutuhkan untuk penghapusan data dan format konfirmasi penghapusan perlu ditentukan dan dikomunikasikan kepada klien.

Question 3:

Summary of Question: Client ABC Labs, registered January 30th, 2023, requested their chat history. Is this possible, and if so, what is the volume of data?

Question: Klien ABC Labs (`zuqvp-upjjfgrvn4uiw4e`), yang terdaftar pada 30 Januari 2023, meminta riwayat obrolan mereka. Apakah ini memungkinkan, dan jika ya, berapa volume datanya?

Answer Summary: Accessing and providing the chat history is possible. The volume of data is approximately 15,000 messages.

Answer: Mengakses dan memberikan riwayat obrolan dimungkinkan. Volume datanya sekitar

15.000 pesan.

Created by: saadah

Created at: 2025-03-01T00:04:28.015Z

Question Summary: PT Cerdas Digital Nusantara experienced an issue where searching for tickets based on their ID resulted in a blank screen. The problem was resolved by performing a hard refresh (Ctrl+Shift+R).

Answer Summary: A hard refresh (Ctrl+Shift+R) resolved the issue of a blank screen when searching for tickets by ID in the Qiscus Helpdesk (Ticketing) system.

Question and Answer Format:

Q: PT Cerdas Digital Nusantara reported that searching for tickets using their ticket IDs (e.g., 300296344, 300099721) in the Qiscus Helpdesk system returned a blank screen. What was the solution?

A: A hard refresh of the browser (Ctrl+Shift+R) resolved the issue, causing the ticket information to display correctly.

Created by: saadah

Created at: 2025-03-01T00:06:02.546Z

Question Summary: A client, Septilia Ratna, suggests a new feature for Qiscus Omnichannel called “Auto Unserved,” which automatically moves unanswered chats to “Unserved” status after a certain time, allowing idle agents to pick them up. This aims to improve response times, especially for customers nearing checkout, and maximize agent efficiency.

Answer Summary: The internal team discusses the feasibility. While a similar functionality exists, it’s currently a custom solution (CAA) with additional costs. The team suggests either pursuing a custom implementation for this specific client or submitting the feature request to the Product Quality Feedback (PQF) for consideration as a general feature.

Question and Answer Format:

Q: Client Septilia Ratna requests a new “Auto Unserved” feature for Qiscus Omnichannel. This feature would automatically move chats unanswered for a set period to an “Unserved” status, allowing idle agents to pick them up. How should we respond to this feature request?

A: The proposed “Auto Unserved” feature is similar to existing functionality, but it’s currently implemented as a custom solution (CAA) with associated costs. We have a few options:

1. Custom Implementation (CAA): We can offer Septilia Ratna a custom implementation of this feature, but it will involve additional costs.

• PQF Submission: We can submit this feature request to the Product Quality Feedback (PQF) team for consideration as a standard feature in future Qiscus Omnichannel releases. This would make it available to all clients, but there’s no guarantee of implementation or a specific timeline.

The best approach depends on the client’s budget and willingness to pay for a custom solution versus waiting for a potential future release. We should discuss the pros and cons of each option with Septilia Ratna.

Created by: saadah

Created at: 2025-03-01T00:07:39.398Z

Question Summary: Maron Tech’s client, Muru, using WhatsApp Business API via Qiscus Omnichannel, is not receiving Facebook Ads information in their WhatsApp chat. The webhook shows a message was received, but the ad content is missing. The question is whether this is expected behavior or indicates a problem with the Qiscus integration or Facebook’s setup.

Answer Summary: The issue is likely not a problem with Qiscus’s integration with the WhatsApp Business API. If the ad is a legitimate CTWA ad from Facebook, the payload

*should* be sent. The provided screenshot suggests an error preventing the ad from appearing in WhatsApp. Further investigation is needed to determine the root cause, which may lie within Facebook’s setup or a configuration issue on Maron Tech’s side.

Question and Answer Format:

Q: Maron Tech reports their client, Muru (+60 16-273 0235), using Qiscus Omnichannel with WhatsApp Business API, is not receiving Facebook Ads information in their WhatsApp chat. The client sent a “hi” message, and the webhook shows the message was received, but the ad content is missing. Is this expected behavior, or does it indicate a problem with the Qiscus integration or Facebook’s setup? The provided webhook data shows no ad information and a screenshot shows a potential error. (See attached screenshot in Slack).

A: Based on the information provided, this is *not* expected behavior. If the ad is a legitimate Click-to-WhatsApp (CTWA) ad from Facebook, the payload containing the ad information

*should* be delivered through the WhatsApp Business API integration with Qiscus Omnichannel. The absence of ad information in the webhook data and the error indicated in the screenshot suggest a problem.

The issue likely does *not* stem from a problem within Qiscus’s integration itself. To troubleshoot, we need to investigate further:

1. Verify the Facebook Ad Setup: Ensure the CTWA ad is correctly configured in Facebook Ads Manager and that the WhatsApp Business API number is properly linked. Check for any errors or warnings in the Facebook Ads Manager.

• Examine the Facebook Webhook Data: Analyze the complete Facebook webhook payload for any error messages or indications of why the ad content is missing. The provided snippet only shows the initial “hi” message.

• Review Qiscus Omnichannel Configuration: Verify that the WhatsApp Business API integration within Qiscus Omnichannel is properly configured and functioning correctly. Check for any errors in Qiscus’s logs related to this specific WhatsApp number or room ID (245735347).

• Check for Network Issues: Investigate potential network problems that might be preventing the ad payload from reaching the Qiscus server.

The problem likely lies within either Facebook’s ad setup or a configuration issue on Maron Tech’s end, not a fault within the Qiscus platform itself. More detailed information is needed to pinpoint the exact cause. Please provide the following:

• Complete Facebook Webhook Payload: The full JSON data received from Facebook’s webhook.
  • Qiscus Omnichannel Logs: Any relevant logs from the Qiscus Omnichannel platform.
  • Facebook Ad ID: The ID of the specific Facebook ad in question. Once we have this information, we can provide more specific guidance.

Created by: saadah

Created at: 2025-03-01T00:10:47.163Z

Question Summary: PT Cipta Esensi Optima experienced a broadcast failure via Qiscus Omnichannel API due to a “media upload error.” The error stemmed from the media URL provided in the API request resulting in a HTTP 500 error from the media hosting server.

Answer Summary: The issue was a server-side (HTTP 500) error when accessing the media URL provided for broadcast. The client was advised to check their media hosting server for the root cause of the 500 error. Alternatively, they were directed to use Qiscus’s direct media link uploader to ensure compatibility. The ticket was resolved.

Question and Answer Format:

Q: A client, PT Cipta Esensi Optima, reported a failed broadcast via the Qiscus Omnichannel API, citing a “media upload error.” The error message indicated a problem with media upload. Loki logs show a HTTP 500 error (“Internal Server Error”) when accessing the media URL. What was the root cause and resolution of this issue?

A: The root cause was a HTTP 500 (“Internal Server Error”) response from the client’s media hosting server when Qiscus Omnichannel attempted to access the media URL provided in their API request. This indicated a problem on the client’s media server, not within the Qiscus Omnichannel system itself.

The resolution involved two steps:

1. Troubleshooting the Client’s Server: The client was advised to investigate the cause of the HTTP 500 error on their media hosting server.

• Alternative Uploader: As an alternative solution, the client was provided a link to Qiscus’s documentation on how to use the direct media link uploader

(https://support.qiscus.com/hc/en-us/articles/4411392916761-How-to-Get-Direct-Media-Link-Fro m-Omnichannel ) to ensure the media URL used in future broadcasts is compatible with Qiscus Omnichannel.

The ticket was subsequently marked as resolved. Created by: saadah

Created at: 2025-03-01T00:12:49.261Z

Question Summary:

During testing of Qiscus Omnichannel’s bot handover feature, chats were repeatedly assigned to offline agents despite online agents being available. The specific Room ID 300421352 is cited as an example where agent Muhamad Suyudina, shown as offline, joined the conversation at 17.40. Why are chats being assigned to offline agents?

Answer Summary:

Initial investigation revealed that while a handover to an agent occurred, the `find_online_agent` value was `false`. Further investigation showed the agent assignment was of type

`Assign_agent`, not `handover_task`. The issue has been escalated to the Product Quality and Features (PQF) team for further analysis.

Question and Answer Format:

Q: During a test of Qiscus Omnichannel’s bot handover feature with App ID

`kwilf-fynmglb6enwfs0q`, chats were repeatedly assigned to offline agents, even when online agents were available. Room ID 300421352, for example, showed offline agent Muhamad Suyudina joining the conversation at 17.40. What could be causing this issue?

A: Initial checks showed that although a handover to an agent occurred, the `find_online_agent` value was `false`. The agent assignment type was `Assign_agent`, not `handover_task`, indicating a potential discrepancy in how the assignment was processed. This issue has been escalated to the PQF team for deeper investigation and to gain further insights.

Created by: saadah

Created at: 2025-03-01T00:15:28.820Z

Question Summary:

The Jobseeker Company (App code: vceqj-mwkfjbukm3yhetd) is experiencing issues sending WhatsApp messages via the Qiscus Omnichannel API. Issue 1: Sending text messages requires pre-registration of phone numbers in Customer Data, even with a 200 API response. Issue 2: Sending chat templates results in a 500 Internal Server Error with no error message. The team has reviewed the documentation but found no solution. They suspect the WhatsApp Business account might not be properly registered with Qiscus.

Answer Summary:

Deva Agus P identified two potential solutions: 1. For standard text messages (session messages), the customer must initiate the chat first. 2. For chat templates using English (US), the API payload must use the language code “en_US”. The issue was resolved by Qiscus Support.

Question and Answer Format:

Q: Jobseeker Company (App code: vceqj-mwkfjbukm3yhetd) is experiencing problems sending WhatsApp messages via the Qiscus Omnichannel API. Firstly, text messages only send if the phone number is pre-registered in Customer Data, despite receiving a 200 API response.

Secondly, sending chat templates returns a 500 Internal Server Error with no details. The team has checked the documentation but couldn’t find a solution. Could the problem stem from an unregistered WhatsApp Business account?

A: For standard text messages (session messages), the customer must initiate the chat first. For chat templates using English (US), ensure the API payload uses the language code “en_US”. The issue was resolved by Qiscus Support.

Created by: saadah

Created at: 2025-03-01T00:16:32.502Z

Summary of Questions:

Erha (fozna-nn4ajrm71v25hug) and Dermies (expxq-fikmrawsyczbw7p) are experiencing two issues with Qiscus Omnichannel:

1. Broadcast Feature Delay: The broadcast feature requires a 30-minute wait time, repeatedly occurring for several weeks. Initial fixes were attempted but the issue reoccurred. Network issues were suspected.

• CDP Customer Data Search Issue: Customer data is not appearing in the CDP search despite appearing in the inbox and analytics. A specific phone number (62895636621518) and

customer name (Lusi) are used as examples. The customer last chatted on November 26th. The issue affects multiple clients and has been ongoing for several weeks.

Question and Answer Format:

Q1: Regarding the 30-minute delay in the broadcast feature for Erha (fozna-nn4ajrm71v25hug) and Dermies (expxq-fikmrawsyczbw7p), what is the current status and next steps?

A1: The issue was initially fixed by the product team but has recurred. A network issue was suspected as the last indication. While the issue was not reproducible at the time of the last report, further investigation may be needed if the problem persists. To investigate further, please provide the following:

• Exact dates and times when the delay occurred.
• Screenshots or videos demonstrating the delay.
• Network information (if available) at the time of the delay.

Q2: Why is customer data (e.g., phone number 62895636621518, customer name Lusi) not appearing in the CDP search for Erha (fozna-nn4ajrm71v25hug), despite being present in the inbox and analytics? The customer last chatted on November 26th.

A2: This issue has been escalated to the product team and is under investigation. An update will be provided. The provided curl request shows the API call made to search for the customer. To help the investigation, please provide:

• The App ID (fozna-nn4ajrm71v25hug) to confirm the correct application.
• Confirmation that the customer’s data is indeed present in the inbox and analytics (with screenshots or further details).
• Any error messages received during the search.
• A more detailed description of steps taken to search for the customer within the CDP.

The issue is already being tracked in a Slack channel (https://qiscustech.slack.com/archives/C01HU4JV571/p1740106440524239|here ).

Created by: saadah

Created at: 2025-03-01T00:19:08.145Z

Question Summary: Cariustadz.id (App code: hjzih-fxypmdweu8eizrt) developers can integrate WhatsApp flow data into their database, but not using a WhatsApp Business API (WABA) number. Setting up the WhatsApp flow endpoint requires a public key, which works for the test WABA account but not the production account. The team needs clarification on how to obtain and input the production public key, and whether the client (Cariustadz.id) should handle the setup themselves or if Qiscus should assist. There’s also concern about sharing private keys with the client.

Answer Summary: The issue revolves around obtaining and utilizing the public key for the production WhatsApp Business API account for Cariustadz.id’s WhatsApp flow integration. The solution involves directing the client to follow Facebook’s documentation on obtaining the public key themselves. Qiscus’s product team will then assist in enabling this key within the Qiscus system. Sharing Qiscus’s private key with the client is not necessary or recommended.

Q&A Format:

Q: How can Cariustadz.id (App code: hjzih-fxypmdweu8eizrt) successfully integrate their WhatsApp flow into their production WhatsApp Business API account, given they are encountering issues with the public key setup?

A: Cariustadz.id’s development team should follow the instructions provided in Facebook’s WhatsApp Business API documentation (https://developers.facebook.com/docs/whatsapp/cloud-api/reference/whatsapp-business-encry ption/ >) to obtain their public key. Once they have obtained the public key, they should provide it to the Qiscus support team. The Qiscus product team will then assist in enabling this public key within the Qiscus system to complete the integration. Qiscus will *not* share its private key with the client. The client is responsible for generating and managing their own keys.

Created by: saadah

Created at: 2025-03-01T00:20:42.055Z

Question Summary: Yuniati inquired about integrating WhatsApp checkout data with a

third-party system. Specifically, she wants customers to checkout via WhatsApp and have that purchase data automatically update her POS system. A follow-up question asks how to send a response from a third-party CRM back to the customer.

Answer Summary: Deva Agus P confirmed this is possible using the Qiscus WhatsApp Business API. Checkout can be facilitated through the WhatsApp Catalog, with product selection triggering webhooks to send data to the third-party system. Responses from the

third-party CRM can be sent back to the customer using either the WhatsApp API or the Qiscus Bot API (requiring Bot Integration), with considerations for message timing (under 24 hours since last customer message).

Question & Answer Format:

Q: Bisakah data checkout di WhatsApp Qiscus diintegrasikan dengan sistem pihak ketiga? Tujuannya agar pelanggan dapat checkout di WhatsApp dan data pembelian langsung diperbarui ke sistem POS saya.

A: Ya, bisa. Anda dapat menggunakan WhatsApp Business API Qiscus dan Qiscus Shop atau WhatsApp Catalog. Ketika pelanggan memilih produk, webhook akan mengirimkan data ke sistem pihak ketiga Anda untuk diproses. Detail lebih lanjut tentang API dan webhook dapat

ditemukan di sini:

https://documentation.qiscus.com/omnichannel-chat/whatsapp-business-api#how-to-use-waba- catalogue-api dan

https://documentation.qiscus.com/omnichannel-chat/whatsapp-business-api#settings-the-webho oks .

Q: Bagaimana cara mengirimkan respons dari sistem CRM pihak ketiga (balasan) kembali ke pelanggan?

A: Anda dapat menggunakan salah satu dari dua metode:

• WhatsApp API:

https://documentation.qiscus.com/omnichannel-chat/whatsapp-business-api#type-of-message

• Qiscus Bot API:

https://documentation.qiscus.com/omnichannel-chat/bot-human-collaboration#step-1–send-mes sage-to-qiscus-omnichannel-chat-from-bot (perlu mengaktifkan Bot Integration).

Perlu diingat: Jika pesan terakhir dari pelanggan lebih dari 24 jam yang lalu, Anda harus menggunakan WhatsApp API template.

Created by: saadah

Created at: 2025-03-01T00:22:55.624Z

Question Summary: Margareta Ayu from client “whyil-ggqowqicqs19xmy” requested a meeting on February 28th at 10:00 AM to discuss API integration with their system. Deva Agus P suggested finding out more details about their integration issues and whether they’ve consulted the documentation before scheduling a meeting. Margareta agreed to explore alternative meeting times or to escalate the issue via a ticket if needed.

Answer Summary: The initial request for a meeting was acknowledged. Due to scheduling conflicts, a suggestion was made to gather more information about the client’s integration problems and their prior use of the Qiscus documentation before scheduling a meeting. The issue will be handled via a support ticket if further assistance is needed.

Question and Answer Format:

Q: How should we proceed with Margareta Ayu’s request for a meeting regarding API integration with their system (client ID: whyil-ggqowqicqs19xmy)?

A: Margareta Ayu requested a meeting on February 28th at 10:00 AM to discuss API integration issues with their system. Due to scheduling conflicts, it’s recommended to first gather more information. This includes determining the specific integration challenges they’re facing and whether they have already reviewed the relevant Qiscus documentation (available at [omnichannel.qiscus.com/docs](omnichannel.qiscus.com/docs)). If further assistance is needed after gathering this information, the issue should be escalated via a support ticket.

Created by: saadah

Created at: 2025-03-01T00:24:06.738Z

Question Summary: Multiple reports of Qiscus analytics dashboard issues: slow loading, missing data, inability to open downloaded data, and outdated SDKs.

Answer Summary: Several issues with Qiscus analytics have been reported, including slow loading speed, missing data in the dashboard (possibly due to filtering issues), inability to open downloaded data files, and outdated SDKs. Some issues seem resolved (WhatsApp analytics updates), while others require further investigation by the support team.

Q&A Format:

Q1: Several clients have reported that the Qiscus analytics dashboard is slow. What are the known issues related to slow loading times and missing data in the analytics dashboard?

A1: Based on the reports, the slow loading of the analytics dashboard is a recurring issue. There are also reports of data missing from the dashboard, which may be related to filtering problems (as indicated by the link to a Slack thread regarding a filter issue). One client reported problems opening downloaded analytic data files. The support team is investigating these issues.

Q2: Are there any known issues with the Qiscus analytics SDKs being out of date?

A2: Yes, there’s a specific report (#4292 Link Sehat) mentioning an outdated analytics SDK. This needs further investigation and resolution.

Q3: Besides the dashboard issues, are there other reported problems with Qiscus analytics functionality?

A3: Yes, in addition to slow loading and missing data in the dashboard, there have been reports of problems opening downloaded analytics data and outdated SDKs impacting data accuracy.

One user also mentioned past issues with WhatsApp analytics not updating, but this appears to be resolved.

Q4: What steps are being taken to address these reported analytics issues?

A4: The support team has been notified of these issues and is processing the requests for resolution. Specific actions being taken are not detailed in the provided conversation, but further investigation is required.

Created by: saadah

Created at: 2025-03-01T00:43:51.768Z

Question Summary: Lotus Asia Tours is experiencing notification issues on their Qiscus Omnichannel mobile app on a Galaxy A34 Android 14 device. Notifications are not arriving, even when the app is open. Reinstalling the app did not resolve the problem. Multiple agents are affected.

Answer Summary: The issue is escalated to the Qiscus Support team. Further investigation is needed, specifically regarding notification permissions within the app’s settings on the affected device. A screenshot of the app’s permission settings is requested.

Question and Answer Format:

Q: Lotus Asia Tours reports that their agents are not receiving notifications on their Qiscus Omnichannel mobile app (Galaxy A34, Android 14). The problem persists even after reinstalling the app. Multiple agents are affected. What steps should be taken to troubleshoot this issue?

A: The issue has been escalated and a support ticket (#4401) has been created. To further investigate, please ask the client to check and provide a screenshot of the Qiscus Omnichannel app’s notification permissions within their device settings (Settings -> Apps -> Qiscus Omnichannel Chat -> Permissions). Confirm if notification permissions were allowed during fresh installation. The type of notification issue (delay or no notification at all) also needs clarification.

Created by: saadah

Created at: 2025-03-01T00:45:11.975Z

Question Summary:

Several internal team members (Danu Prayogi, Anggraeni D. Saputri, Andrianto Nur Anggoro) are reporting an issue where agent names in Qiscus Omnichannel chat rooms (App ID:

xncdg-s7rr2oucegxrhz9, App Name: Lovary) are not updating to reflect recent changes made in the agent management dashboard. The old agent names are still appearing in the chat bubbles despite the updates. They are asking for assistance in resolving this issue and whether this is a known delay or a bug.

Answer Summary:

The issue appears to be a known problem, possibly a delay in updating agent names in the chatroom. The team is monitoring the situation and awaiting a resolution, possibly through an existing support ticket (PQF). The case is similar to other previously reported instances. No immediate solution is provided, but the team is acknowledging the issue and keeping the requester updated.

Question and Answer Format:

Q: Why are the updated agent names not appearing in the Qiscus Omnichannel chat rooms for App ID xncdg-s7rr2oucegxrhz9 (Lovary app) even though the changes have been made in the agent management dashboard?

A: The team is aware of this issue where agent name changes in the dashboard are not immediately reflected in the chatroom bubbles. It seems to be a known problem, possibly a delay in the update process. The team is monitoring the situation and awaiting a resolution, similar to other previously reported cases. There’s no immediate solution available, but updates will be provided as they become available. A related support ticket (PQF) may already exist.

Created by: saadah

Created at: 2025-03-01T00:46:07.894Z

Question:

Why doesn’t the Qiscus webhook provide attachment data when multiple images are sent via Facebook Messenger, only returning a “Sending multiple attachments” message instead? The client, Orlive (App ID: mejng-vo6opfcc5ej7c2p), is experiencing this issue. Single image attachments work correctly.

Answer:

Based on the provided information and the internal team’s discussion, the Qiscus webhook currently does *not* return the image URLs when multiple images are sent simultaneously from Facebook Messenger. The webhook only sends the message “Sending multiple attachments”. This behavior is confirmed as the current expected response. A single image attachment, however, correctly sends the image URL data. A support ticket (#4400) has been created to address this limitation.

Created by: saadah

Created at: 2025-03-01T00:46:46.923Z

Question Summary: Teddy Asrialdi needs help changing the value of his Qiscus SDK Growth plan for SAGA. He wants to change the annual price to 45,000,000 IDR, but the system doesn’t allow it. The issue seems to be related to formatting the price in USD within the SDK’s system, which doesn’t accept decimals.

Answer Summary: Deva Agus P assists Teddy. They determine the USD equivalent using an exchange rate of 16,000 IDR/USD. After some discussion about formatting (the system doesn’t accept decimals), they find a workaround and successfully update the plan.

Question and Answer Format:

Q: Teddy Asrialdi is having trouble updating the pricing of his Qiscus SDK Growth plan for the SAGA app. He wants to set the annual price to 45,000,000 IDR, but receives an error. The provided screenshot (not included here, as it’s a media format) shows the issue. What is the problem and how can it be resolved?

A: The problem lies in the SDK’s inability to accept decimal values in the pricing field when setting the annual price in USD. To resolve this:

1. Currency Conversion: The IDR amount (45,000,000) was converted to USD using an exchange rate of 16,000 IDR/USD, resulting in approximately 2812.5 USD.

• Workaround: Because the system doesn’t accept decimals, a workaround was implemented. The exact method of this workaround isn’t explicitly stated but involved entering a whole number representation of the USD price into the SDK system, which was accepted by the system. The exact value entered is not provided, but it is implied that a whole number close to 2812.5 was used.

The issue was successfully resolved through communication and a practical solution to accommodate the system’s limitations

Created by: saadah

Created at: 2025-03-01T00:48:08.362Z

Format Tanya Jawab:

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: 2025-03-01T00:49:11.390Z

Summary of Question:

The client, Houzcall, requested a change in their SDK plan to a 5k MAU plan with a subscription fee of 5 million IDR per month, effective March 2nd. They currently have a plan exceeding 5k

MAU. The client uses a credit card for payment, which will be auto-debited on March 2nd. They are concerned about the timing of the request and the credit card charge, as March 2nd is a Sunday, and the support team may only be available in the afternoon, while the credit card charge occurs at 9 AM.

Answer Summary:

The support team confirmed the request and processed the change to the new plan. They advised monitoring the credit card charge on March 2nd and to inform them if any issues arise.

Question and Answer Format:

Q: Klien Houzcall meminta perubahan plan SDK ke 5k MAU dengan biaya 5 juta IDR per bulan, efektif 2 Maret. Mereka khawatir tentang waktu permintaan dan debit kartu kredit karena 2 Maret adalah hari Minggu. Apakah perubahan ini bisa dilakukan hari ini dengan tanggal pendaftaran 2 Maret?

A: Tim support telah memproses permintaan perubahan ke plan baru. Disarankan untuk memonitor debit kartu kredit pada 2 Maret dan menginformasikan jika ada masalah.

Created by: saadah

Created at: 2025-03-01T00:50:06.196Z

Question and Answer Format:

Pertanyaan:

Karina Nailazahwa dari Erha melaporkan bahwa broadcast terjebak di status “sent”. Uswatun Hasanah menemukan beberapa nomor yang tidak ada di WhatsApp dan lainnya tidak mengalami kendala. Apa penyebab dan solusinya?

Jawaban:

Uswatun Hasanah memeriksa dan menemukan bahwa beberapa nomor tidak ada di WhatsApp, sementara nomor lainnya tidak mengalami kendala. Status “sent” bisa terjadi jika nomor tujuan tidak aktif atau tidak ada jaringan. Disarankan untuk mengkonfirmasi kembali nomor tujuan dan memastikan jaringan aktif.

Created by: saadah

Created at: 2025-03-01T00:51:20.664Z

Format Pertanyaan dan Jawaban:

Pertanyaan:

Halo team, dari Pixel Telemedia menggunakan CSAT Qiscus guis-dfsdc4ki0jriajfz, mereka mau set up button untuk kirim CSAT ini gimana yaa caranya team? Mohon panduannya, thank you.

Jawaban:

Untuk mengatur tombol CSAT interaktif di WhatsApp, fitur tersebut perlu diaktifkan terlebih dahulu. Anda dapat merujuk ke dokumentasi Qiscus di [link dokumentasi](https://documentation.qiscus.com/app-center/csat#csat-whatsapp-interactive ) untuk panduan lebih lanjut.

Created by: saadah

Created at: 2025-03-01T00:52:56.942Z

Question Summary:

Agent Nadia experienced login issues with Qiscus Omnichannel. The initial login link in a Loom video was incorrect. A corrected link was attempted, but login still failed. The issue was ultimately resolved by removing an extra period from the App ID in the login URL.

Answer Summary:

The problem was a simple typographical error: an extra period after the App ID in the login URL (`hfmrb-cc0l5ym21sjvqii./login`) prevented successful login. Removing the extra period resolved the issue.

Question and Answer Format:

Q: Agent Nadia is experiencing login problems with Qiscus Omnichannel. An initial Loom video showed an incorrect link. A corrected link,

`https://multichannel.qiscus.com/hfmrb-cc0l5ym21sjvqii./login `, was also unsuccessful. What was the cause of the login failure?

A: The login URL contained an extra period (`.`) after the App ID (“hfmrb-cc0l5ym21sjvqii”). Removing this extra period resolved the login issue. The correct URL should be

`https://multichannel.qiscus.com/hfmrb-cc0l5ym21sjvqii/login `.

Created by: saadah

Created at: 2025-03-02T08:43:55.458Z

Question Summary: Why is an offline agent joining conversations on the Instagram channel (App ID: hmaxs-fakiyyljgxdppz4) even though handover to online agents is supposedly enabled during working hours?

Answer Summary: The handover toggle in Robolabs was off, causing the system to assign the conversation to any available agent, including offline ones. Outside of office hours, the handover is also disabled, further explaining the behavior. The issue was resolved by enabling the handover toggle.

Question & Answer Format:

Q: mohon bantuannya hmaxs-fakiyyljgxdppz4 untuk channel IG ketika agent BHM offline join conversation, padahal sudah diset untuk handover di jam kerja. Apakah ada yang salah ya? (Good morning, please help. For the IG channel hmaxs-fakiyyljgxdppz4, an offline agent is joining conversations even though handover is set for working hours. Is there something wrong?)

A: Ini saya cek Robolabsnya, toggle handover to online agent masih off mas, sehingga expected di assign ke any agent, selain itu putside office hour juga mati, jadi expected masih mengassign agent mas (I checked Robolabs; the toggle for handover to online agents was still off, so it was expected to assign to any agent. Also, it’s off outside of office hours, so it’s expected to still assign an agent). The handover toggle needed to be turned on.

Created by: saadah

Created at: 2025-03-06T06:53:02.394Z

Question Summary: Bank Permata, a client, is experiencing issues with Facebook and Instagram comments being marked as spam due to repetitive responses. Additionally, there are separate escalations regarding Facebook DMs and a completely unavailable Custom Analytics dashboard. The team needs to connect with Bank Permata via WhatsApp and determine solutions, while also investigating the root cause of the spam issue and the Custom Analytics outage.

Answer Summary: The spam issue is likely due to repetitive messages/autoresponders and is being investigated by Meta. A meeting with Bank Permata is scheduled to discuss workarounds while awaiting Meta’s response. The Custom Analytics outage is being escalated to the engineering team (SRE) and potential compensation (manual data sending or refund) is being considered.

Question and Answer Format:

Q1: What is the main issue reported by Bank Permata, and what channels are affected?

A1: Bank Permata is experiencing issues where their Facebook and Instagram comments are marked as spam by Meta due to repetitive responses. Facebook DMs are also experiencing separate escalations.

Q2: What is the suspected cause of the spam issue, and what actions are being taken to resolve it?

A2: The suspected causes are repetitive messages and/or autoresponders. The team is waiting for feedback from Meta, and in the meantime, is suggesting Bank Permata use more varied message templates.

Q3: There’s mention of a meeting with Bank Permata. What is the purpose of this meeting, and what will be discussed?

A3: The meeting aims to connect with Bank Permata via WhatsApp to discuss workarounds for the spam issue while awaiting Meta’s response. The team will also address other outstanding questions unrelated to the Meta issue and provide a disclaimer about ongoing Meta investigation.

Q4: What is the status of the Custom Analytics dashboard, and what actions are being taken to address the issue?

A4: The Custom Analytics dashboard is completely unavailable. The issue is being escalated to the SRE team, and potential compensation (manual data delivery or a refund) is being considered due to the paid nature of this feature.

Q5: What are the next steps for resolving both the spam and Custom Analytics issues?

A5: For the spam issue: awaiting Meta’s response and implementing varied message templates as a workaround. For the Custom Analytics issue: escalating to the SRE team and exploring

compensation options for Bank Permata. A meeting with Bank Permata is scheduled to discuss these issues and provide updates.

Created by: saadah

Created at: 2025-03-06T06:56:09.537Z

Pertanyaan Ringkasan: Klien Pand’Or Wijaya (App ID: pofra-lr12rcq1jfn8ocf) memiliki jumlah agent aktif melebihi batas plan yang berlaku. Meskipun plan telah di downgrade beberapa kali, agent yang ditambahkan selama periode upgrade sebelumnya tetap aktif. Pertanyaan utamanya adalah: mengapa agent tambahan tersebut tidak otomatis dihapus saat downgrade plan, dan bagaimana solusi untuk masalah ini?

Ringkasan Jawaban: Agent tambahan tidak otomatis terhapus saat downgrade plan. Solusi sementara adalah meminta klien untuk menghapus agent secara manual. Feedback diberikan untuk fitur otomatis menghapus agent terbaru saat downgrade plan. Masalah ini pernah terjadi sebelumnya, dan solusi manual merupakan solusi sementara hingga ada perbaikan sistem.

Format Tanya Jawab:

Pertanyaan: Klien Pand’Or Wijaya (pofra-lr12rcq1jfn8ocf) memiliki 11 agent aktif, meskipun plan saat ini hanya mendukung 7 agent (sebelumnya 5 agent). Penambahan agent terjadi pada Maret 2024 saat plan di-upgrade, kemudian di-downgrade kembali ke plan awal. Mengapa agent tambahan tersebut tidak otomatis terhapus saat plan di-downgrade? Bagaimana solusi untuk masalah ini, dan apakah ada rencana untuk memperbaiki sistem agar hal ini tidak terulang?

Jawaban: Berdasarkan data yang ada, ketika plan Qiscus Omnichannel di-downgrade, agent yang telah ditambahkan sebelumnya tidak otomatis dihapus. Ini terjadi karena sistem tidak dirancang untuk otomatis menghapus agent saat downgrade plan. Solusi sementara untuk kasus klien Pand’Or Wijaya adalah meminta mereka untuk menghapus agent yang tidak diperlukan secara manual. Feedback telah diberikan untuk menambahkan fitur otomatis menghapus agent terbaru saat downgrade plan untuk menghindari kerugian bagi klien dan Qiscus di masa mendatang. Tim akan menindaklanjuti feedback ini.

Created by: saadah

Created at: 2025-03-06T07:09:30.755Z

Question Summary: BAPENDA Jakarta (App ID: bxhxt-3e9k6ycb0ddhsmj) experienced issues integrating TikTok DM, initially showing an “Account Already Created” error despite no successful integration. The issue was resolved independently by the client, but a subsequent problem with receiving inbound Facebook Messenger DMs persists.

Answer Summary: The TikTok DM integration issue was resolved by the client. The Facebook Messenger DM issue remains unresolved; the team suggests the client re-integrate, provide a video of the integration steps, and check for token errors.

Question & Answer Format:

Q: What was the initial problem reported by BAPENDA Jakarta (App ID: bxhxt-3e9k6ycb0ddhsmj) regarding their Qiscus Omnichannel integration?

A: The client reported an issue with integrating TikTok DM, receiving an “Account Already Created” error message despite not having successfully integrated the channel.

Q: How was the TikTok DM integration problem resolved? A: The client resolved the issue independently.

Q: What is the remaining unresolved issue?

A: BAPENDA Jakarta is still unable to receive inbound Facebook Messenger Direct Messages (DMs).

Q: What is the suggested solution for the unresolved Facebook Messenger DM issue?

A: The team suggested that the client re-integrate Facebook Messenger, provide a video recording of the integration steps for troubleshooting, and verify their access tokens for any errors.

Created by: saadah

Created at: 2025-03-06T07:11:12.567Z

Question Summary: Eka Hafsari needs screenshots of PAMAPERSADA’s Qiscus Omnichannel dashboard (App Information, Inbox, Robolabs) for BAST renewal. The client is unwilling to provide the screenshots themselves, creating a challenge for the support team. The team investigates alternative methods to gather the necessary information, including checking Metabase for Robolabs usage and confirming Robolabs activation status.

Answer Summary: The team explored several options. Direct screenshot access was impossible due to security restrictions. Checking Metabase initially yielded no results, but further investigation revealed that while Robolabs was available, it wasn’t activated and lacked a bot. The issue was resolved without requiring screenshots from the client.

Question and Answer Format:

Q: How can the support team obtain the necessary screenshots of PAMAPERSADA’s Qiscus Omnichannel dashboard (App Information, Inbox, Robolabs) for BAST renewal when the client refuses to provide them directly?

A: The team initially attempted to obtain the screenshots directly. However, due to security restrictions preventing access to client dashboards without credentials, this proved impossible. Alternative approaches were explored. Metabase was checked for Robolabs usage data, but initially returned no information. Further investigation using the correct App ID in Metabase and checking the superadmin dashboard revealed that while Robolabs was available for the client, it was not yet activated and therefore did not have a bot, explaining the lack of information in

Metabase. This information resolved the need for the screenshots. The issue was ultimately resolved without the client providing screenshots.

Created by: saadah

Created at: 2025-03-06T07:12:05.745Z

Question Summary: A Telkomsel client’s WhatsApp Business API (WABA) integration with Qiscus Omnichannel is experiencing issues where replies from the client are not being received. Outbound messages are working, but inbound replies are failing. The issue seems to have resolved itself, but the root cause is unclear.

Answer Summary: The issue was that replies weren’t automatically received. Manually subscribing the WABA ID resolved the problem, although the reason for the initial failure remains unexplained.

Question and Answer Format:

Q: During a Proof of Concept (POC) with a Telkomsel client using Qiscus Omnichannel and WhatsApp Business API (App ID: cmzlh-ecriuazqhnlwko1), inbound replies from the client were not being received. Outbound messages worked correctly. What was the cause of this issue, and how was it resolved?

A: The initial troubleshooting indicated that replies were not appearing in the Qiscus inbox or logs. After several attempts to resend messages, the issue spontaneously resolved itself. It was later discovered that the WABA ID was not automatically subscribed, and manually subscribing it resolved the problem. The exact reason why the automatic subscription failed remains unknown.

Created by: saadah

Created at: 2025-03-06T07:14:15.673Z

Question Summary: Immoderma Aesthetic And Wellness Clinic (App ID: `lvyri-vgcifc9uyxeikym`) is receiving an unspecified notification; the team needs to investigate the cause.

Answer Summary: The Support Bot acknowledged the request. Andrianto Nur Anggoro suggested the issue might be due to missing information and requested a video to better understand the problem.

Question and Answer Format:

Q: Apa penyebab Immoderma Aesthetic And Wellness Clinic (dengan App ID

`lvyri-vgcifc9uyxeikym`) menerima notifikasi yang tidak diketahui ini?

A: Tim Support akan memproses permintaan Anda. Andrianto Nur Anggoro menduga ada informasi yang belum diisi dan meminta video untuk penjelasan lebih lanjut.

Created by: saadah

Created at: 2025-03-06T07:15:06.081Z

Question Summary: Septilia Ratna from PT Teman Satu Skolla inquired about Qiscus Omnichannel’s default analytics capabilities to track the number of incoming tickets. Anggraeni

D. Saputri clarified if “incoming tickets” refers to new conversations.

Answer Summary: The Support Bot acknowledged the request. Anggraeni D. Saputri suggested using the “Chats > Hourly New Conversations” data in Qiscus, filtering as needed, assuming “incoming tickets” means new conversations.

Question & Answer Format:

Q: Can Qiscus Omnichannel’s default analytics show the number of incoming tickets (as defined by PT Teman Satu Skolla)? If so, how? If not, what alternative methods exist to track this data?

A: The Support team will process this request. If “incoming tickets” refers to new conversations, the data can be found in Qiscus under “Chats > Hourly New Conversations.” Filtering options are available to refine the data based on specific needs.

Created by: saadah

Created at: 2025-03-06T07:19:54.920Z

Question Summary: Febe-Tech (PT Bersamakita Karya Trinimandiri) needs API documentation to send messages to customers via WhatsApp using Qiscus. Specifically, they need to send notifications about transactions only to the relevant customer.

Answer Summary: Support squad provided a link to Qiscus’s help center article on sending WhatsApp Business API messages using different template types. This article should help Febe-Tech achieve their goal of sending targeted transaction notifications.

Question & Answer Format:

Q: Febe-Tech (App ID: ygvoh-is3gdt53uqjxw0m) requires API documentation to send targeted WhatsApp messages to customers notifying them of their transactions. They need to ensure only the relevant customer receives the notification for each transaction. Can you provide the necessary documentation?

A: Please refer to this article in the Qiscus help center:

https://support.qiscus.com/hc/en-us/articles/4419458321817-Send-WhatsApp-Business-API-wit h-Different-Types-of-Template . This documentation explains how to send WhatsApp Business API messages using different template types. By utilizing this, Febe-Tech can implement targeted notifications for each customer’s transactions. Ensure you have created the necessary utility templates beforehand.

Created by: saadah

Created at: 2025-03-06T07:21:17.678Z

Question Summary: Pixel Telemedia is experiencing issues with their Qiscus CSAT setup. The WhatsApp CSAT wording isn’t changing despite configuration changes, remaining in default English. Analytics are also inaccurate, showing discrepancies and even including Qiscus emails. Client doubts the accuracy of agent performance data due to inconsistencies between resolved and ongoing tasks.

Answer Summary: The issue with the WhatsApp CSAT wording was fixed by the product team. The discrepancy in CSAT analytics is being investigated. The App ID (guis-dfsdc4ki0jriajfz) was provided to help troubleshoot. While the wording cannot be changed, a manual request can be made to the Product team for an Indonesian language version of the CSAT rating.

Question and Answer Format:

Q1: What is the main issue reported by Pixel Telemedia regarding their Qiscus CSAT setup? A1: Pixel Telemedia reported that the wording for their WhatsApp CSAT messages remained in default English, despite configuration changes. They also reported inaccurate analytics,

showing discrepancies and including Qiscus emails, leading to concerns about the reliability of agent performance data.

Q2: What was the initial response to the WhatsApp CSAT wording issue?

A2: The Support Bot initially acknowledged the issue and indicated that the Support team would process the request. Subsequently, the product team fixed the issue, and the CSAT wording is now correct.

Q3: What was the status of the inaccurate CSAT analytics issue?

A3: The inaccurate CSAT analytics were reported as a separate issue and were being investigated. The App ID (guis-dfsdc4ki0jriajfz) was provided to assist in troubleshooting.

Q4: What is the client’s concern regarding agent performance data?

A4: The client (Pixel Telemedia) is concerned about the accuracy of their agent performance data due to inconsistencies between the number of resolved and ongoing tasks, causing them to doubt the data’s reliability.

Q5: Is it possible to change the language of the CSAT rating to Indonesian?

A5: While the wording of the CSAT itself cannot be changed, a manual request can be made to the Product team for an Indonesian language version of the CSAT rating.

Created by: saadah

Created at: 2025-03-06T07:22:29.148Z

Question Summary: PT DREAMUS EDUTAINMENT INDONESIA (App ID:

zufsy-i78t41mti93c1ql) wants to track how many people clicked a CTA button in a WhatsApp broadcast template sent via Qiscus Omnichannel. While this specific tracking isn’t currently possible directly from the Qiscus dashboard, the client insists on a meeting with the technical team. The internal team is requesting assistance in scheduling this meeting.

Answer Summary: Initially, the team believed the client’s request was impossible. However, it was later discovered that the total number of clicks (but not individual click details) *is* available in the Outbound > WhatsApp Template > Template Insights section. Despite this, a meeting has been scheduled with the client at 13:30 to address their concerns.

Q&A Format:

Q: PT DREAMUS EDUTAINMENT INDONESIA (App ID: zufsy-i78t41mti93c1ql) needs to track CTA button clicks from a WhatsApp broadcast template sent through Qiscus Omnichannel.

Their request for this data was initially deemed impossible. They’ve requested a meeting with the technical team. Can this meeting be arranged, and what information should be provided to the client during the meeting?

A: While direct tracking of individual clicks on the CTA button within the broadcast template isn’t currently supported in the Qiscus dashboard, the total number of clicks *can* be viewed in the

Qiscus Omnichannel dashboard under Outbound > WhatsApp Template > [Select the relevant Template] > Template Insights. This information should be shared with the client. However, since the client has insisted on a meeting, a meeting has already been scheduled for 13:30.

During the meeting, clearly explain what data *is* available (total click count) and what data is

*not* currently available (individual click details). Further explain the limitations and potential future developments regarding this feature.

Created by: saadah

Created at: 2025-03-06T07:23:43.486Z

Question Summary: Pixel Telemedia (app code: guis-dfsdc4ki0jriajfz) experiences an issue where new chats assigned to agents in Qiscus Omnichannel don’t automatically appear; agents must manually click the “Ongoing” tab to see them. This occurs consistently across all agents and appears to be related to the recent implementation of Qiscus Omnichannel.

Answer Summary: The issue is escalated to the Qiscus support team (ticket #4465). The support team is investigating whether this is a widespread problem or specific to Pixel Telemedia. Further investigation involves checking traffic levels and confirming with the product team.

Question and Answer Format:

Q: Pixel Telemedia (app code: guis-dfsdc4ki0jriajfz) reports that new chats assigned to agents in Qiscus Omnichannel are not automatically appearing in the agent’s chat list. Agents must manually click the “Ongoing” tab to view new chats. Is this a known issue, and what steps are being taken to resolve it?

A: The issue has been reported and escalated to the Qiscus support team (ticket #4465). The support team is investigating whether this is a widespread problem affecting all users of Qiscus Omnichannel or specific to Pixel Telemedia. The investigation includes checking server traffic levels to rule out performance bottlenecks and collaborating with the product team to identify the root cause. The client (Pixel Telemedia) has reported this consistently occurs across all their agents and is a new issue since implementing Qiscus Omnichannel.

Created by: saadah

Created at: 2025-03-06T07:26:34.939Z

Question Summary: PT IDEA VISION SOLUSINDO (`gwars-vmmmscqkrxftleb`) experienced integration issues with Instagram using Qiscus Omnichannel, receiving an unspecified error notification.

Answer Summary: The issue was resolved by verifying that the Instagram account was properly connected to the associated Facebook page. A Facebook page link was provided to check the connection.

Question & Answer Format:

Q: mohon dibantu cek kendala dari PT IDEA VISION SOLUSINDO [`gwars-vmmmscqkrxftleb`] saat coba integrasikan ke IG namun mendapatkan notif spt berikut ini, kira2 kenapa ya tim? terima kasih

A: Sesuai errornya, perlu dipastikan IG yang akan diintegrasikan sudah connect ke FB page yang user tersebut kelola. Silakan buka halaman ini untuk memeriksa koneksi: https://web.facebook.com/settings/?tab=linked_instagram . Pastikan sudah terhubung ke Instagram dan tidak ada keterangan pembatasan (“restriction”).

Created by: saadah

Created at: 2025-03-06T07:27:50.165Z

Question Summary: Universitas Islam Indonesia (UII) client is experiencing difficulties displaying images received via webhooks from the Qiscus Omnichannel API. They need assistance understanding how to retrieve and display these images. The App ID is abvbc-pnwpq2279c2zje3.

Answer Summary: A link to the relevant documentation on retrieving media via the Qiscus WhatsApp Business API was provided. This documentation details the functionalities for retrieving media, which is applicable to the client’s issue.

Question and Answer Format:

Q: A client, Universitas Islam Indonesia (App ID: abvbc-pnwpq2279c2zje3), is inquiring about how to display images received via webhooks from the Qiscus Omnichannel API. They are receiving the webhook response but don’t know how to process it to display the image. Can you provide assistance?

A: The following documentation provides information on retrieving media via the Qiscus WhatsApp Business API:

https://documentation.qiscus.com/omnichannel-chat/whatsapp-business-api#retrieve-media-api

. This document details more flexible functionalities regarding media retrieval, which should help the client display the images received through webhooks.

Created by: saadah

Created at: 2025-03-06T07:29:05.963Z

Question Summary: How to create a support ticket with Meta regarding Ads Buy integration and CURL issues?

Answer Summary: There’s no clear, single process described in the provided conversation. Several team members suggest different approaches, highlighting a lack of established procedure for this specific type of issue (Ads Buy integration and CURL problems). One team member provides a link to Facebook’s direct support, but it appears to be focused on WhatsApp Business API, not Ads Buy. The team is unsure about the correct process and suggests contacting the product team for clarification.

Question and Answer Format:

Q: How does one create a support ticket with Meta regarding issues with Ads Buy integration, specifically concerning CURL?

A: Based on the provided conversation, there isn’t a readily available, established process for creating a Meta support ticket specifically for Ads Buy integration issues involving CURL. One team member suggests this link:

`https://business.facebook.com/direct-support/?business_id=369916156989886 `, but it seems primarily related to WhatsApp Business API. Other team members express uncertainty about the correct procedure and suggest checking with the product team for the appropriate support channel or process. The team’s lack of familiarity with handling this type of issue indicates a need for improved internal documentation or training on Meta Ads Buy support.

Created by: saadah

Created at: 2025-03-06T07:33:03.106Z

Pertanyaan

Client Orlig (App ID: gvdzz-xmxocib2wluxx8d) membutuhkan User Agent yang digunakan oleh Meta/Facebook untuk mengakses file, karena mereka menerapkan aturan firewall yang hanya mengizinkan trafik dengan User Agent spesifik. Mereka meminta bantuan untuk mendapatkan User Agent tersebut agar permintaan mereka tidak diblokir.

Ringkasan Jawaban:

Setelah pengecekan di berbagai sumber (log Qiscus, webhook sample, dan informasi dari tim), teridentifikasi dua kemungkinan User Agent yang digunakan oleh Meta/Facebook:

`”user_agent”:”facebookexternalua”` dan `”user-agent”: “facebookexternalhit/1.1 (+<http://www.facebook.com/externalhit_uatext.php>)”`. Tim menyarankan untuk mencoba

`”user_agent”: “facebookexternalhit/*”` sebagai alternatif yang lebih umum. Informasi ini didapatkan dari log Qiscus dan contoh webhook yang diterima.

Format Tanya Jawab:

Pertanyaan: Apa User Agent yang digunakan oleh Meta/Facebook saat mengakses file melalui Qiscus Omnichannel, untuk keperluan whitelisting di firewall client Orlig (App ID:

gvdzz-xmxocib2wluxx8d)?

Jawaban: Berdasarkan log dan contoh webhook yang diterima, dua kemungkinan User Agent yang digunakan oleh Meta/Facebook adalah `”user_agent”:”facebookexternalua”` dan

`”user_agent”: “facebookexternalhit/1.1 +<http://www.facebook.com/externalhit_uatext.php> “`. Sebagai alternatif yang lebih umum dan direkomendasikan, coba gunakan `”user_agent”: “facebookexternalhit/*”`.

Created by: saadah

Created at: 2025-03-06T07:35:22.311Z

Question Summary:

PT. Artadia Kreasi Global (`ljtyr-os1gta4ebdu292f`) wants to remove their Instagram integration from Qiscus Omnichannel. Is deleting the channel from the Qiscus dashboard sufficient, or are there additional steps required?

Answer Summary:

Deleting the channel from the Qiscus Omnichannel dashboard is sufficient to remove the Instagram integration.

Question and Answer Format:

Q: mohon infonya dari PT. Artadia Kreasi Global [`ljtyr-os1gta4ebdu292f`] akan mencopot integrasi IG nya, apakah bisa cukup delete channel dari sini saja atau harus ada step2 lain yang perlu dilakukan ya? terima kasih

A: Jika ingin copot integrasi delete channel cukup Created by: saadah

Created at: 2025-03-06T07:36:37.469Z

Question Summary: A client’s (TBM) template was initially rejected but later approved after resubmission. The internal team is questioning whether Qiscus Support’s actions (or inaction) played a role in the rejection and subsequent approval.

Answer Summary: Qiscus Support did not intervene. The template rejection was due to a Meta issue where the initial submission wasn’t visible. The client resolved the issue by resubmitting the template, which was then approved. This is a common occurrence.

Question and Answer Format:

Q: Did Qiscus Support’s actions (or lack thereof) contribute to the initial rejection and subsequent approval of client TBM’s template (App ID: N/A)?

A: No. The initial rejection was due to a Meta issue where the initial template submission wasn’t visible to Meta. The client resubmitted the template, resolving the issue and leading to approval. This is a standard procedure in template submission processes. Qiscus Support did not perform any backend actions related to this specific template.

Created by: saadah

Created at: 2025-03-06T07:37:40.520Z

Question Summary: A WhatsApp broadcast from the number “Pawmeals” (6282210595989) to a single recipient failed with error code #131026 (“Message Undeliverable”), while a broadcast from a different number, “Catto Cat Food” (6285282289727), to the same recipient succeeded. Why did the first broadcast fail?

Answer Summary: The initial failure was due to an incorrect recipient phone number. The number originally used (628521814458) was missing a digit, causing the message to be undeliverable. Once the correct number (6285218144587) was used, the broadcast was successful.

Question and Answer Format:

Q: A client, PT Compawnion Jadi Berkat, using Qiscus WhatsApp Business API, experienced a failed broadcast message from the Pawmeals number (6282210595989) to a recipient with error code #131026 (“Message Undeliverable”). A subsequent broadcast from the Catto Cat Food

number (6285282289727) to the *same* recipient was successful. Given that the error code suggests potential issues with the recipient’s number, WhatsApp version, or acceptance of terms, what was the root cause of the initial failure, and why did the second broadcast succeed? A: The root cause of the initial broadcast failure was an incorrect recipient phone number. The provided number was missing a digit. The correct number is 6285218144587, while the initially used number was 628521814458. The second broadcast succeeded because it used the correct, complete phone number.

Created by: saadah

Created at: 2025-03-06T07:38:47.209Z

Summary of Questions:

Jonathan Okto Kurnia is onboarding a new enterprise client, Pelindo, onto Qiscus Omnichannel. They are experiencing issues with broadcast payloads. He requests adding Qiscus support to a WhatsApp group for quicker assistance. A secondary question arises regarding the inability to reset analytics data within Qiscus; a new App ID would be needed for a clean analytics start.

Question & Answer Format:

Q1: Pelindo, a new enterprise client, is experiencing issues with broadcast payloads in Qiscus Omnichannel. Jonathan requests adding Qiscus support to their WhatsApp group for faster troubleshooting. What actions should be taken?

A1: The Support team has already acknowledged the request and will process it. To efficiently assist, additional information is needed. This includes:

• The client’s App ID: To identify the specific account and access relevant data.
• A detailed description of the broadcast payload issue: Including error messages, screenshots, and the exact time the issue occurred.
• Relevant IDs: Such as Room IDs, if applicable.

Q2: Is it possible to reset analytics data within Qiscus Omnichannel? If not, what is the recommended solution for obtaining a clean analytics dataset for a new client implementation? A2:** No, it is not possible to reset analytics data within Qiscus Omnichannel. The recommended solution is to use a new App ID for the client. This will provide a fresh, clean analytics dataset from the start of the implementation.

Created by: saadah

Created at: 2025-03-06T07:39:46.597Z

Question Summary:** PT DREAMUS EDUTAINMENT INDONESIA (App ID:

zufsy-i78t41mti93c1ql) experienced a CSV upload failure for their “promo_ramadhan_1” broadcast template. The team suspects the issue stems from an incorrect delimiter selection during the upload process.

Answer Summary:** The team discussed the possibility of the client selecting the wrong delimiter (likely semicolon instead of comma) when uploading the CSV file. They confirmed that the broadcast template requires a comma delimiter and that the delimiter used during download and upload must match.

Question and Answer Format:

Q: Why did the CSV upload fail for PT DREAMUS EDUTAINMENT INDONESIA’s “promo_ramadhan_1” broadcast template (App ID: zufsy-i78t41mti93c1ql)?

A: The likely cause of the failed CSV upload was an incorrect delimiter selection during the upload process. The team suspects the client may have chosen a semicolon instead of a comma as the delimiter. To successfully upload CSV files for broadcasts, the delimiter used (comma or semicolon) must be consistent between the downloaded template and the uploaded file.

Created by: saadah

Created at: 2025-03-06T07:40:40.375Z

Question Summary:

A vendor (Rifki) working for Astra International needs to create a WhatsApp flow that requires access to a Facebook Business Manager (FBM) account, but they lack this access. The question is how to proceed, considering the vendor’s request for Qiscus to create the template and copy the code from the FBM account due to their lack of access.

Answer Summary:

The solution is not straightforward and requires clarification. If the WhatsApp flow only uses standard templates, Qiscus might be able to assist. However, if the flow involves external API calls, it would require custom development by Qiscus, which is a more involved process.

Gathering detailed information about the flow’s requirements (including any external API calls) is crucial. A meeting with the vendor might be beneficial to clarify the exact needs and assess feasibility. Providing only employee-level access to the specific WhatsApp Business API ID within the FBM might be a solution to address the access issue.

Question and Answer Format:

Q: A vendor developing a WhatsApp flow for Astra International needs access to their Facebook Business Manager (FBM) to complete the integration. The vendor doesn’t have this access and requests Qiscus create the template and copy the necessary code. What is the best course of action?

A: The approach depends on the complexity of the WhatsApp flow.

• Scenario 1: Simple WhatsApp Flow (Standard Templates): If the WhatsApp flow only utilizes standard templates and doesn’t involve external API calls, Qiscus *might* be able to assist by providing the template or guidance. However, further details are needed to confirm this.

• Scenario 2: Complex WhatsApp Flow (External API Calls): If the flow requires hitting external APIs or has more complex logic, this would require custom development within Qiscus. This is a more involved process and requires a detailed specification of the flow’s requirements. We need to understand what external APIs are being called and how they interact with the WhatsApp flow.

Next Steps:

1. Gather Information: We need more information from the vendor (Rifki) about the WhatsApp flow’s specifications, including:
   1. Detailed description of the flow’s logic.
   1. List of any external APIs used.
   1. Screenshots or documentation of the desired flow.

• Assess Feasibility: Based on the gathered information, we can assess whether Qiscus can assist directly or if it requires a more involved custom development effort.

• Consider Meeting: A meeting with the vendor and Astra International might be beneficial to clarify requirements and expectations.

• Alternative Access: Granting the vendor employee-level access to the specific WhatsApp Business API ID within the FBM, rather than full FBM access, might be a simpler solution to the access problem. This limits the vendor’s access to only the necessary resources.

Created by: saadah

Created at: 2025-03-11T06:39:19.529Z

Pertanyaan dan Jawaban dengan Ringkasan

Ringkasan Pertanyaan:

Bagaimana cara mengatasi masalah tampilan ikon integrasi Qiscus Omnichannel Widget di situs klien (PT. Aviana Sinar Abadi) menjadi terlalu lebar, sehingga tampilan di website tidak proporsional?

Ringkasan Jawaban:

Masalah dapat diatasi dengan mengubah ukuran gambar ikon menjadi lebih kecil, misalnya 20×20 piksel, untuk menjaga proporsi dan kecepatan loading. Alternatif lain adalah menggunakan CSS untuk menyesuaikan ukuran tampilan tanpa mengganti gambar, namun ukuran file tetap mempengaruhi performa. Pengaturan CSS seperti menyesuaikan tinggi dan warna latar belakang juga dapat dicoba.

Pertanyaan:

Bagaimana cara memperbaiki tampilan ikon integrasi Qiscus Omnichannel Widget di website klien PT. Aviana Sinar Abadi yang menjadi terlalu lebar saat implementasi?

Jawaban:

Masalah ini dapat diatasi dengan beberapa solusi berikut:

1. Resize Icon: Gambar ikon dapat diubah ukurannya menjadi lebih kecil, misalnya 20×20 piksel, sebelum diunggah ke sistem. Hal ini akan membantu menjaga proporsi tampilan di website dan meningkatkan kecepatan loading karena ukuran file yang lebih kecil.
2. Pengaturan CSS: Jika gambar besar tetap ingin digunakan, Anda dapat mengatur ukuran tampilannya menggunakan CSS, misalnya:

“`css

.qcw-trigger-btn {

height: 20px !important;

background-color: #f16925 !important;

}

“`

Namun, ukuran file gambar tetap akan mempengaruhi waktu loading.

• Simulasi: Berdasarkan simulasi dari tim, ukuran 20×20 piksel sudah terbukti aman untuk tampilan widget.

Silakan pilih solusi yang paling sesuai dan berikan informasi ini kepada klien. Jika ada kendala lebih lanjut, jangan ragu untuk eskalasi kembali. 😊

Created by: saadah

Created at: 2025-03-11T06:44:50.202Z

Question:

Bagaimana proses handling request perubahan flow chatbot untuk klien RS Abdi Waluyo, termasuk detail blueprint existing flow dan perubahan yang diinginkan? Apakah bisa diproses oleh tim support, atau perlu diarahkan ke delivery baru jika membutuhkan effort lebih dari 3 mandays?

Answer Summary:

Proses handling request perubahan flow chatbot RS Abdi Waluyo saat ini sedang dalam tahap assessment. Jika perubahan membutuhkan effort lebih dari 3 mandays, maka akan diarahkan untuk delivery baru dan kemungkinan akan ada charge. Jika effort termasuk dalam scope support, maka akan diproses tanpa tambahan biaya. Saat ini, tim juga menunggu konfirmasi terkait beberapa detail, seperti apakah agen akan tetap diarahkan ke divisi tertentu atau menjadi general agent, serta nama divisi jika ada pengelompokan agent.

Question and Answer Format:

Q: Apakah request perubahan flow chatbot RS Abdi Waluyo bisa diproses oleh tim support? A: Untuk request perubahan flow chatbot RS Abdi Waluyo, tim support sedang melakukan assessment kompleksitas. Jika effort lebih dari 3 mandays, maka akan diarahkan ke delivery

baru dengan kemungkinan charge. Jika effort masih dalam scope support, maka akan diproses tanpa biaya tambahan.

Q: Apa saja yang perlu dikonfirmasi sebelum request perubahan flow chatbot diproses? A: Beberapa hal yang perlu dikonfirmasi adalah:

1. Apakah agen akan tetap diarahkan ke divisi tertentu atau menjadi general agent?
2. Jika ada pengelompokan agent, apa nama divisinya?
3. Detail lain terkait perbedaan antara blueprint existing flow dan update flow.

Q: Ada perbedaan apa pada blueprint existing flow dan implementasi bot saat ini?

A: Perbedaannya ada pada bagian rekanan. Saat ini, terdapat tiga agent rekanan (Yolanda Ningsih dkk) yang diusulkan untuk digabung menjadi satu divisi agar assignment dapat dilakukan berdasarkan divisi.

Q: Apa langkah selanjutnya setelah assessment selesai?

A: Jika assessment selesai dan effort termasuk dalam scope support, maka akan langsung diproses. Jika tidak, akan diarahkan ke TAM atau delivery baru untuk penanganan lebih lanjut.

Created by: saadah

Created at: 2025-03-11T06:46:45.598Z

Summary of Question and Answer

Pertanyaan: Mengapa percakapan WhatsApp Business tidak tercapture di Omnichannel? Apakah pesan pertama dan balasan yang dikirim menggunakan aplikasi WhatsApp Business tidak tersinkronisasi ke Omnichannel?

Jawaban: Hal ini terjadi karena pesan pertama dan balasan dikirim melalui aplikasi WhatsApp Business secara langsung (bukan melalui Omnichannel). Dalam kasus ini, integrasi WA Coexist memungkinkan penggunaan aplikasi mobile WhatsApp Business, tetapi pesan tidak akan tercapture di Omnichannel jika dikirim langsung dari aplikasi mobile tersebut.

Question and Answer Format Pertanyaan:

1. Mengapa percakapan WhatsApp Business tidak tercapture di Omnichannel?
2. Apakah pesan pertama yang dikirim dari aplikasi WhatsApp Business tidak tersinkronisasi ke Omnichannel?
3. Apakah balasan dari aplikasi WhatsApp Business juga tidak tersinkronisasi ke Omnichannel?

Jawaban:

1. Percakapan WhatsApp Business tidak tercapture di Omnichannel karena pesan dikirim langsung menggunakan aplikasi WhatsApp Business mobile, bukan melalui Omnichannel.
2. Pesan pertama yang dikirim melalui aplikasi WhatsApp Business tidak tersinkronisasi ke Omnichannel karena proses pengiriman pesan pertama dilakukan secara langsung dari aplikasi mobile.
3. Balasan yang dikirim melalui aplikasi WhatsApp Business juga tidak tersinkronisasi ke Omnichannel karena aplikasi mobile WhatsApp Business mengirim pesan secara independen dari sistem Omnichannel, meskipun dalam mode WA Coexist.

Jika ada pertanyaan lebih lanjut atau butuh klarifikasi, silakan hubungi tim Support untuk konfirmasi lebih lanjut. 😊

Created by: saadah

Created at: 2025-03-11T06:49:40.081Z

Summary of Question:

Mengapa nominal yang dikirimkan melalui notifikasi chat WA untuk donasi tidak sesuai? Apakah kesalahan ada di sisi API atau kesalahan input dari pihak client?

Nomor penerima: 085336275938

Waktu pengiriman: 14:35 Template digunakan: “setordasi25”

Summary of Answer:

Setelah dilakukan pengecekan log, ditemukan bahwa nominal pada variable ketiga hanya berisi “Rp 50,-“. Hal ini mengindikasikan kesalahan terdapat pada data yang dimasukkan oleh pihak client ke dalam variable template. Disarankan untuk meminta pihak client melakukan pengecekan ulang pada request yang mereka kirimkan.

Q&A Format Pertanyaan:

Hai tim, client memakai API untuk mengirimkan chat notifikasi WA saat ada donasi. Namun, nominal yang diterima di chat tidak sesuai. Apakah ini kesalahan dari sisi API? Berikut detail datanya:

• Nomor penerima: 085336275938
• Waktu pengiriman: 14:35
• Template digunakan: “setordasi25”

Mohon bantuannya untuk pengecekan. Terima kasih! Jawaban:

Hai, terima kasih atas pertanyaannya! 😊 Setelah kami cek pada log, berikut detailnya:

“`json

{“app_code”:”pnhwl-x0dg6xbmmbtkosc”,”body”:{“template”:{“components”:[{“parameters”:[{“text “:”Arsyaputra Fitriani / M Cahyadi”,”type”:”text”},{“text”:”1201800613″,”type”:”text”},{“text”:”Rp

50,-“,”type”:”text”}],”type”:”body”}],”language”:{“code”:”id”,”policy”:”deterministic”},”name”:”setord asi25″,”namespace”:”93fb41c8_897a_49b1_b35f_3ec8abb3fa67″},”to”:”6285336275938″,”type”: “template”},”client_ip”:”116.68.250.26″,”endpoint”:”/whatsapp/v1/pnhwl-x0dg6xbmmbtkosc/4610/ messages”,”latency”:”660.048ms”,”level”:”INFO”,”method”:”POST”,”query”:””,”status”:200,”time”

:”2025-03-07T08:41:44Z”,”user_agent”:””,”user_id”:164148}

“`

Dari log tersebut, terlihat bahwa variable ketiga hanya berisi “Rp 50,-“. Kemungkinan, pihak client salah memasukkan data nominal ke dalam variable template. Kami sarankan untuk meminta pihak client melakukan pengecekan ulang pada request yang mereka kirimkan.

Apabila ada hal lain yang perlu dicek lebih lanjut, jangan ragu untuk menghubungi kami kembali ya. 😊

Semoga membantu! 🙌 Created by: saadah

Created at: 2025-03-11T06:52:21.570Z

Summary of Question:

Client PT Yuditama Mandiri mengalami kegagalan saat melakukan broadcast, dengan error:

`”key :mime not found in: false. If you are using the dot syntax, such as map.field, make sure the left-hand side of the dot is a map”`. Tim internal bertanya apakah ada kesalahan pada file CSV atau URL yang digunakan pada template broadcast berbasis carousel.

Answer Summary:

Error tersebut kemungkinan disebabkan oleh URL yang digunakan pada `media_url` dalam file CSV hanya berupa base domain tanpa mengarah langsung ke media yang dibutuhkan.

—

Q&A Format:

Question:

Halo tim Support, klien PT Yuditama Mandiri mengalami kendala broadcast gagal dengan error berikut:

`”key :mime not found in: false. If you are using the dot syntax, such as map.field, make sure the left-hand side of the dot is a map”`.

Template broadcast yang digunakan adalah tipe carousel (`tempayan_sh`), dan file CSV yang digunakan sudah terlampir. Apakah ada yang salah pada file CSV atau URL media-nya?

Answer:

Halo, terima kasih atas pertanyaannya. Berdasarkan error yang disebutkan, kemungkinan besar permasalahan ini disebabkan oleh URL pada kolom `media_url` dalam file CSV. URL tersebut hanya berupa base domain tanpa mengarah langsung ke media yang dibutuhkan.

Untuk menggunakan template broadcast carousel, kolom `media_url` harus berisi link lengkap yang mengarah langsung ke file media (contoh: gambar atau video). Silakan periksa kembali file CSV dan pastikan bahwa URL yang digunakan memenuhi format yang sesuai. Jika sudah diperbaiki namun error masih terjadi, mohon eskalasi kembali ke tim Support untuk investigasi lebih lanjut.

Terima kasih! 😊

Created by: saadah

Created at: 2025-03-11T06:54:31.934Z

Summary of Question

Apa perbedaan antara “unique URL button” dan “URL button” pada bagian Template Insight, khususnya pada report di bagian Button Click?

Summary of Answer

“Unique URL button” mengacu pada jumlah klik unik yang terjadi pada tombol URL dalam satu sesi, sedangkan “URL button” menunjukkan total semua klik pada tombol tersebut, termasuk klik berulang oleh pengguna yang sama.

Question and Answer Format Pertanyaan:

Apa perbedaan “unique URL button” dan “URL button” di Template Insight, khususnya untuk

report di bagian Button Click?

Jawaban:

• Unique URL button: Mengacu pada jumlah klik unik yang dilakukan oleh pengguna pada tombol URL dalam satu sesi. Klik unik ini dihitung hanya sekali per pengguna, meskipun pengguna tersebut mungkin mengklik tombol yang sama beberapa kali.
• URL button: Menunjukkan total semua klik pada tombol URL, termasuk klik berulang oleh pengguna yang sama.

Jika membutuhkan informasi lebih mendalam atau ada kendala teknis, silakan hubungi tim Support untuk klarifikasi lebih lanjut. 🙂

Created by: saadah

Created at: 2025-03-11T06:55:50.497Z

Question Summary:

Klien dari PEMERINTAH KOTA BANDUNG mengalami error ketika mencoba menggunakan karakter newline (`\n`) atau tab pada parameter template pesan WhatsApp. Mereka bertanya apakah karakter newline atau enter memang tidak diperbolehkan di parameter template.

Answer Summary:

Karakter newline (`\n`) atau enter memang tidak diperbolehkan di parameter template WhatsApp. Jika ingin menggunakan format serupa, disarankan untuk membuat template baru yang disesuaikan tanpa menggunakan karakter tersebut.

Question and Answer Format:

Q:

Apakah karakter newline (`\n`) atau enter diperbolehkan dalam parameter template pesan WhatsApp? Klien mendapatkan error berikut saat mencoba menggunakan karakter tersebut:

“`

{

“error”: {

“message”: “(#100) Invalid parameter”, “type”: “OAuthException”,

“code”: 100, “error_data”: {

“messaging_product”: “whatsapp”,

“details”: “Param text cannot have new-line/tab characters or more than 4 consecutive spaces”

},

“fbtrace_id”: “Agows-AZQGkbX1U1E7jNqnc”

}

}

“`

Error ini muncul saat template pesan memiliki karakter newline atau enter.

A:

Halo, terima kasih telah menghubungi kami! 😊 Berdasarkan error yang disebutkan, karakter newline (`\n`) atau enter memang tidak diperbolehkan dalam parameter template pesan WhatsApp. Hal ini sesuai dengan aturan dari Facebook/Meta terkait format pesan di WhatsApp.

Sebagai solusinya, jika ingin menggunakan format serupa, Anda dapat membuat template baru dengan variabel yang disesuaikan, tanpa menggunakan karakter newline atau enter. Semoga informasi ini membantu! Jika ada pertanyaan lebih lanjut, jangan ragu untuk menghubungi kami kembali. 😊

Created by: saadah

Created at: 2025-03-11T06:57:12.179Z

Summary of Question:

Bagaimana cara menangani masalah klien DUMA yang mengalami kendala terkait agent yang sudah diassign ke AllChannel tetapi hanya menerima inbound dari Instagram, serta apakah penanganan assignment menggunakan metode manual atau otomatis?

Summary of Answer:

Isu disebabkan karena fitur AAA (Automatic Agent Assignment) telah dinonaktifkan. Oleh sebab itu, klien harus melakukan assignment secara manual dengan cara “get customer”. Tim diminta untuk mencoba metode manual “get customer” untuk memastikan apakah masalah dapat diselesaikan.

Q:

Mohon dibantu pengecekan lebih lanjut terkait klien DUMA berikut: agent yang 2 teratas ini sudah diassign ke AllChannel, tetapi informasinya yang masuk ke mereka hanya inbound dari Instagram. Apakah assignment-nya menggunakan metode manual atau otomatis?

A:

Ijin menjawab, untuk klien DUMA saat ini fitur AAA (Automatic Agent Assignment) telah dinonaktifkan. Oleh karena itu, assignment harus dilakukan secara manual dengan cara “get customer”. Silakan coba metode manual “get customer” untuk melihat apakah masalah dapat diselesaikan. Jika masih menemui kendala, mohon informasikan kembali untuk pemeriksaan lebih lanjut.

Created by: saadah

Created at: 2025-03-11T06:58:07.448Z

Ringkasan Pertanyaan dan Jawaban:

Pertanyaan Ringkas:

Bagaimana cara mengatasi delay pada chat dan respons bot di akun Edelweiss Hospital? Bagaimana cara menyisipkan satu intent baru sebelum pasien mengisi data, sesuai dengan permintaan client?

Jawaban Ringkas:

• Delay chat dan respons bot telah diteruskan ke tim produk untuk pengecekan lebih lanjut.
• Untuk menyisipkan intent baru, cukup menambahkan respons di intent yang relevan tanpa perlu membuat intent baru. Proses ini akan dibantu oleh tim Qiscus saat ini, namun diharapkan tim client dapat lebih hands-on untuk penyesuaian berikutnya.

Format Pertanyaan dan Jawaban:

Pertanyaan:

Bagaimana cara mengatasi delay pada chat di omnichannel Edelweiss Hospital dan bot yang delay/tidak merespons?

Client juga meminta untuk menyisipkan 1 intent baru sebelum pasien mengisi data saat membuat perjanjian, dengan detail berikut:

• Text Response:

_Catatan: Jika Poli atau Klinik yang Anda cari tidak ditemukan di dalam Form, Anda dapat kembali ke Menu Utama lalu memilih menu Poliklinik / Dokter_

• Quickreply Response:

_Menu Utama_

Bagaimana langkah yang harus dilakukan? Jawaban:

1. Delay Chat dan Respons Bot:
   1. Masalah delay pada chat masuk ke omnichannel serta respons bot yang lambat atau tidak merespons sudah diteruskan ke tim produk untuk investigasi lebih lanjut. Harap menunggu update dari tim terkait. Jika memungkinkan, disarankan untuk menyediakan screen recording sebagai bukti tambahan untuk membantu analisis tim produk.

• Penyisipan Intent Baru:
  • Tidak perlu membuat intent baru. Permintaan client dapat dilakukan dengan menambahkan respons ke intent yang relevan. Dalam kasus ini, tim Qiscus akan membantu menambahkan bubble respons tersebut di intent terkait di production (prod).
  • Namun, perlu dicatat bahwa saat dicek sebelumnya, respons tambahan tersebut belum muncul di prod meskipun sudah dibuat di IVB. Hal ini akan segera diperiksa dan diperbaiki oleh tim.
  • Untuk permintaan ini, tim Qiscus akan membantu mengimplementasikan, tetapi diharapkan kedepannya tim client dapat lebih hands-on untuk menangani perubahan serupa.

Harap menunggu proses penanganan ini, dan tim akan memberikan pembaruan secepat mungkin. 😊

Created by: saadah

Created at: 2025-03-11T06:59:14.710Z

Summary of Question:

klien PT. Artadia Kreasi Global (app id: ljtyr-os1gta4ebdu292f) mengenai data email yang diunduh melalui Excel. Ia ingin agar email tersebut masuk di tab “Email” bukan di “Customer Properties”. Pertanyaannya adalah apakah email tersebut perlu diinput di “Additional Information” atau di tempat lain. Andrianto Nur Anggoro menjelaskan bahwa email diambil dari value email di menu customer, bukan di customer chat info.

Summary of Answer:

Email harus diinput di menu customer, bukan di customer chat info atau Additional Information. Data yang diunduh melalui Excel sesuai dengan nilai yang dimasukkan di menu customer.

Question and Answer Format:

Q: Bagaimana caranya agar email klien PT. Artadia Kreasi Global (app id:

ljtyr-os1gta4ebdu292f) yang diunduh melalui Excel bisa masuk ke tab “Email” dan bukan di “Customer Properties”? Apakah email ini perlu diinput di Additional Information atau tempat lain?

A:

Email tersebut harus dimasukkan di menu “Customer” pada Multichannel Dashboard, bukan di “Customer Chat Info” atau “Additional Information”. Nilai email yang muncul di Excel adalah data yang diambil dari value email di menu “Customer”. Jadi, pastikan data email diinput di menu tersebut agar sesuai dengan output yang diharapkan.

Created by: saadah

Created at: 2025-03-11T07:00:46.694Z

Summary of Question:

Klien dari Yayasan Langkah Maju Peduli melaporkan bahwa invoice top-up credit dengan nomor INV21126825003 dan INV21126825004 yang dibuat melalui Superadmin tidak diterima di email

yang ditentukan, termasuk pada email Gmail. Tim internal kemudian melakukan pengecekan log dan menemukan status `delivered`. Namun, invoice baru diterima pada jam 12:20, yang dianggap mengalami delay lebih lama dari biasanya.

Summary of Answer:

Pengecekan log menunjukkan status invoice sudah terkirim (`delivered`). Invoice akhirnya diterima pada jam 12:20, dan masalah dianggap selesai setelah invoice berhasil diterima.

Question

Client: Yayasan Langkah Maju Peduli App ID: shuwt-hwel2cqmxkpjoqs Issue:

Kenapa invoice top-up credit nomor INV21126825003 dan INV21126825004 yang dibuat di Superadmin mengalami delay dan baru diterima di email tujuan pada jam 12:20? Apakah ada masalah pada sistem?

Answer

Setelah dilakukan pengecekan log, status invoice menunjukkan sudah terkirim (`delivered`). Namun, terdapat keterlambatan penerimaan di email tujuan, yang akhirnya baru diterima sekitar jam 12:20. Masalah ini tampaknya bersifat sementara dan tidak ada indikasi adanya gangguan sistem yang signifikan. Jika kasus serupa terjadi kembali, silakan laporkan untuk investigasi lebih lanjut. Masalah ini sudah dianggap selesai setelah invoice diterima.

Created by: saadah

Created at: 2025-03-11T07:02:23.290Z

Question:

Mengapa fitur autoresponder pada YOBO LABS PTE. LTD (App ID: xzrqm-0quqej3nt9dz8ys) tidak berfungsi, meskipun sudah diaktifkan pada plan partnership? Bagaimana cara memastikan apakah masih bisa mengirimkan API atau ada kendala lain?

Answer:

Analisis Awal:

• Berdasarkan diskusi, YOBO LABS menggunakan plan “One Way WABA + 7 Add On Number YOBO” dengan autoresponder yang seharusnya aktif karena plan partnership.
• Ada kemungkinan bahwa Text Field Area di-hide, tetapi tetap memungkinkan API untuk berjalan, seperti yang pernah terjadi pada kasus serupa. Namun, autoresponder mungkin tidak tercatat di log internal Qiscus.

Rekomendasi Tindakan:

1. Reproduksi Masalah:
   1. Tim internal telah mencoba mereproduksi masalah untuk memastikan apakah API masih bisa terkirim meskipun fitur Text Field Area di-hide.
   1. Hasil dari reproduksi ini dapat membantu menentukan apakah masalah ada di pengaturan autoresponder atau kendala lain.

• Pemeriksaan Log dan Sistem:
  • Meskipun autoresponder kemungkinan tidak tercatat di log, tim support dapat melakukan pemeriksaan tambahan untuk mencari potensi failed request atau error lainnya.

• Tiket Support:
  • Tiket telah dibuat untuk eskalasi lebih lanjut ke tim Support.

Created by: saadah

Created at: 2025-03-11T07:04:59.179Z

Summary of Question:

Client meminta bantuan terkait kendala CDP yang dialami oleh klien Metrox. Kendala ini disebutkan mirip dengan masalah yang terjadi sebelumnya. Tim diminta untuk melakukan pengecekan terhadap permasalahan tersebut.

Summary of Answer:

Support Bot meminta detail tambahan atau konfirmasi mengenai masalah CDP yang disebutkan untuk memastikan langkah penyelesaian yang tepat. Jika diperlukan, masalah ini akan diteruskan ke tim Support untuk investigasi lebih lanjut.

Q&A Format Question:

Hai , mohon dibantu ini dari Metrox mengalami kendala di CDP-nya kembali, kendala sama

seperti yang terjadi sebelumnya. Mohon dibantu cek ya tim, terimakasih.

Answer:

Terima kasih atas laporannya, Yuniati. Untuk membantu kami memahami kendala pada CDP ini, dapatkah Anda memberikan detail lebih lanjut terkait:

1. Deskripsi spesifik masalah yang dialami (misalnya error message, fungsi yang tidak berjalan, dll).
2. Kapan terakhir kali masalah serupa terjadi, dan bagaimana penyelesaiannya saat itu?
3. Apakah ada log atau tangkapan layar yang bisa dibagikan untuk membantu investigasi?

Jika detail ini sudah tersedia, kami akan segera mengeskalasi ke tim Support untuk pengecekan lebih lanjut. Terima kasih! 😊

Created by: saadah

Created at: 2025-03-11T07:06:00.052Z

Summary of Question:

Mengapa error tetap muncul saat membuat bot meskipun semua syarat dan ketentuan sudah dicentang?

Summary of Answer:

Error tersebut kemungkinan terjadi karena ada langkah yang terlewat, seperti pengaturan atau pembuatan project di Dialogflow. Setelah mencoba membuat project melalui Dialogflow terlebih dahulu, masalah berhasil teratasi.

Question and Answer Format:

Q: Mengapa error tetap muncul saat membuat bot meskipun semua syarat dan ketentuan sudah dicentang?

A: Error tersebut kemungkinan terjadi karena ada langkah yang terlewat dalam proses pembuatan bot. Salah satu solusinya adalah mencoba membuat project melalui platform Dialogflow terlebih dahulu. Setelah mengikuti langkah ini, tim berhasil menyelesaikan masalah, dan bot berhasil dibuat tanpa error.

Created by: saadah

Created at: 2025-03-11T07:07:01.596Z

Summary of Question:

The client from Persada Hospital is facing an issue where their bot cannot detect the gender due to an input containing stylized Unicode fonts. They are asking if certain fonts are unsupported by Qiscus and seeking clarification or a solution.

Summary of Answer:

The issue is not related to Qiscus directly. The client is using a third-party bot, and the problem arises because the input contains non-standard Unicode fonts that are not sanitized. A Python code snippet was shared to normalize the input. The solution involves sanitizing the input on the client’s side.

Question and Answer Format Question:

Client: PERSADA HOSPITAL

App ID: mjmia-gkhyk5dhokpvsxf

Selamat sore tim, mohon bantuannya. Kami ada kendala pasien kami menggunakan font seperti ini:

`351402120958xxxx#𝙎𝙪𝙥𝙧𝙤𝙣𝙤#𝙥𝙧𝙞𝙖#𝙥𝙖𝙨𝙪𝙧𝙪𝙖𝙣#1958-09-12#𝙅𝙡𝙣.𝙏𝙖𝙢𝙖𝙣`

Apakah ada jenis font tertentu yang tidak bisa ditangkap oleh Qiscus ya? Karena respon bot kami adalah format jenis kelamin tidak sesuai. Secara teks tidak ada masalah, hanya fontnya yang digunakan user berbeda. Terima kasih.

Answer:

Terima kasih atas pertanyaannya. Berdasarkan investigasi, berikut adalah poin-poin terkait masalah ini:

1. Penyebab Masalah:

Masalah ini terjadi karena input dari pengguna menggunakan font Unicode yang bergaya (stylized Unicode), yang bukan ASCII standard. Hal ini menyebabkan bot tidak dapat mendeteksi atau memproses data dengan benar.

• Bukan Masalah di Qiscus:

Bot yang digunakan oleh klien bukanlah milik Qiscus (seperti Robolabs), melainkan dikembangkan oleh pihak ketiga. Oleh karena itu, sanitasi atau normalisasi input perlu dilakukan oleh pihak ketiga tersebut.

• Solusi yang Direkomendasikan:

Disarankan agar pihak ketiga melakukan sanitasi input menggunakan kode seperti berikut (contoh dalam Python):

“`python

import unicodedata

text = “#𝙎𝙪𝙥𝙧𝙤𝙣𝙤#𝙥𝙧𝙞𝙖#𝙥𝙖𝙨𝙪𝙧𝙪𝙖𝙣#1958-09-12#𝙅𝙡𝙣.𝙏𝙖𝙢𝙖𝙣” normalized_text = unicodedata.normalize(‘NFKC’, text) print(text)

print(normalized_text)

“`

Kode ini akan mengubah teks Unicode bergaya menjadi format standar yang dapat lebih mudah diproses oleh bot.

• Langkah Selanjutnya:
  • Jika pihak ketiga memerlukan solusi ini, kode contoh dapat dibagikan dalam bahasa pemrograman yang relevan.
  • Jika ada perubahan lebih lanjut pada bot, harap dikomunikasikan kepada tim produk atau tim terkait di pihak klien.

Harap informasikan kepada tim Persada Hospital agar pihak ketiga mereka dapat menyesuaikan sistem bot-nya. Jika ada pertanyaan tambahan, kami siap membantu. Terima kasih! 😊

Created by: saadah

Created at: 2025-03-11T07:08:49.958Z

Ringkasan Pertanyaan dan Jawaban:

Ringkasan Pertanyaan:

Bagaimana proses migrasi chatbot dari Chatbiz ke Robolabs, apakah memungkinkan langsung tanpa membuat dari awal? Apakah ada cara lebih cepat seperti tinggal mengimpor file atau menggunakan Dialogflow? Selain itu, apakah tim support bisa membantu proses meeting dengan klien untuk diskusi langkah-langkah migrasi chatbot?

Ringkasan Jawaban:

Migrasi dari Chatbiz ke Robolabs tidak bisa dilakukan secara langsung (plug and play) karena format data antara keduanya berbeda. Jika klien menggunakan Dialogflow, mungkin lebih memungkinkan untuk menambahkan existing project, namun jika berbasis file Excel, harus menyesuaikan dengan format Robolabs atau membuat ulang intent dan flow dari awal. Tim support dapat membantu dalam diskusi meeting untuk memberikan panduan, tetapi proses pembuatan bot lebih baik dilakukan oleh tim ops atau klien sendiri.

Format Pertanyaan dan Jawaban Pertanyaan:

Bagaimana proses migrasi chatbot dari Chatbiz ke Robolabs? Apakah memungkinkan langsung

tanpa membuat dari awal? Kalau menggunakan file Excel, apakah bisa diimpor langsung? Bagaimana jika menggunakan Dialogflow? Apakah tim support bisa membantu dalam meeting dengan klien untuk proses ini?

Jawaban:

Migrasi dari Chatbiz ke Robolabs tidak dapat dilakukan secara langsung (plug and play) karena perbedaan format data. Jika klien menggunakan file Excel dari Chatbiz, maka harus menyesuaikan dengan format template yang digunakan di Robolabs. Hal ini berarti intent dan flow harus disusun ulang sesuai standar Robolabs. Namun, jika klien menggunakan Dialogflow, ada kemungkinan untuk menambahkan existing project ke Robolabs tanpa perlu membuat dari awal.

Terkait dengan meeting bersama klien, tim support dapat membantu memberikan panduan cara pembuatan intent, import data, atau langkah lainnya. Namun, proses pembuatan bot sebaiknya dikerjakan oleh tim ops atau klien sendiri jika memungkinkan. Jika migrasi ini melibatkan custom service seperti pengiriman audio di Telegram, maka perlu ada diskusi lebih lanjut dengan tim ops untuk menentukan langkah berikutnya.

Jika masih ada pertanyaan lebih spesifik atau tambahan informasi dari klien, silakan eskalasi kembali ke tim Support agar dapat diproses lebih lanjut.