Engage Troubleshooting Guide

Campaign

Troubleshooting Campaign & API Failures

1. Identify the issue: When you receive a notification failure alert, identify whether the failure is related to a campaign or an API.

2. Gather required details:

   • For API failure: Collect essential information such as botID, Campaign ID, API body, and error response.

   • For Campaign failures:

     • Download or fetch reports from Data Explorer to investigate the error thoroughly.
     • Review error codes in the reports to understand the cause of campaign failures.
     • Conduct a test campaign if necessary to validate issues. Communicate findings to the client for resolution or escalate to the Engineering team.

     For more information on error codes, refer to: Notification Engine Response Codes

3. Handling API Failures:

   • For v1 APIs, attempt to execute the API call and verify if notifications are sent successfully.
   • Review error responses to diagnose the issue.
   • For v2 APIs, use Data Explorer to search using the message ID to delve deeper into the problem.
   • Share a functional CURL command with the client or escalate the issue to the Engineering team as needed.

4. Precautionary Steps (for internal teams): Before escalating any issue in DevRev:

   • Validate and replicate the issue to ensure accuracy.
   • Propose potential workarounds where applicable.
   • Coordinate with the Engineering team for further investigation and resolution.

Voice campaign failed with response "No campaign allowed during this time"

Please verify if the call/campaign was attempted outside our working hours. If so, these calls would not have been dialed out.

WhatsApp Campaign failing due to an invalid parameter

Check if you have entered the content in one of the variables across multiple lines. Meta does not support multi-line content in variables. Ensure all content is passed in a single line.

If the issue is not resolved, reach out to support for additional help.

WhatsApp Template Error - 1443

Issue: Your WhatsApp template has been paused by Meta due to policy concerns.

Prerequisites

• You need access to the “Engage” module.

Steps to resolve

• Follow Meta’s Guidelines: Review Meta’s guidelines for creating high-quality conversations to avoid this error in the future.

Common reasons for message failures

Message failures can occur due to various reasons depending on whether the message is sent via Notification API or Outbound Campaigns. Below are the key reasons categorized accordingly:

Notification API – Possible Reasons for Message Failures

1. Incorrect Configuration: Ensure that API keys, authentication, and webhook settings are properly configured.
2. Network Issues: Unstable network connections may cause API timeouts or failed requests.
3. Platform Limitations: Some messaging platforms (WhatsApp, Facebook, etc.) have rate limits or delivery constraints.
4. Validation Failures: Messages may fail if they do not meet the platform’s validation requirements (e.g., missing required fields).
5. Permission Issues: The sender account may not have the necessary permissions to send messages.
6. Data Mismatch: Incorrect recipient details (phone numbers, email addresses, etc.) can result in undelivered messages.

Outbound Campaigns – Possible Reasons for Message Failures

1. Audience Targeting Issues: Ensure that recipient lists are correctly formatted and contain valid contact details.
2. Campaign Configuration Errors: Incorrect message templates, missing variables, or misconfigured scheduling can cause failures.
3. Opt-out Restrictions: Messages may not be delivered if users have opted out of receiving communications.
4. Channel-Specific Rules: Some platforms restrict promotional or bulk messaging, affecting campaign performance.
5. API Rate Limits: Sending too many messages at once may trigger rate limits, causing delays or failures.
6. Invalid Message Content: Some platforms enforce strict content policies, rejecting messages that do not comply.

For troubleshooting, see Outbound Campaign Errors and Notification API Error Codes. For the general triage workflow (identify → gather details → escalate), see Troubleshooting Campaign & API Failures above.

How to troubleshoot and resolve message failures

• For Notification API:

  • Check API logs for error messages.
  • Ensure the correct API key and authentication method are used.
  • Verify that the recipient's contact details are accurate.
  • Review rate limits imposed by the messaging platform.

• For Outbound Campaigns:

  • Validate the recipient list before launching a campaign.
  • Review campaign logs to identify specific failure reasons.
  • Test different message formats to ensure compliance with platform rules.
  • Monitor opt-out rates and adjust messaging strategies accordingly.

For more details, see Outbound Campaign Errors and Notification API Error Codes.

Campaign failed with error "Malformed issue"

The 'Malformed issue' typically occurs when essential properties in your template, such as the phone number, are not available for some users. To resolve this, ensure that the required property variables are accurately captured.

WhatsApp message not received by end user

When a campaign triggered via the yellow.ai platform or through API notification fails to deliver the template to the end user's WhatsApp number, it's essential to identify and resolve the issue promptly. This guide provides steps to troubleshoot and resolve WhatsApp message failures effectively.

To access failure reports, you need access to AI-agent admin or insights admin*.

Steps to resolve

A. If the campaign is triggered from our Yellow.ai platform:

1. Navigate to the Engagement module and select the Outbound option under the Engage module.
2. Download the campaign report for the specific campaign to identify any failures.
3. Two reports will be sent to your email address: one indicating the achievement of the set goal and the other highlighting failures with reasons under the error resolution column.

B. If the campaign is triggered using the Notification API:

1. In the Insights module, navigate to Data Explorer page.

2. Open the notification report and filter by campaign ID, template name, or status and click Apply filters.

   

3. In the Error messages column, hover on the row for which you want to see the reason for message failure.

   

Additionally, to receive API reports:

For campaigns triggered using API notifications, you can receive the notification report via email based on your preference (This is not applicable for campaigns scheduled via the campaign manager module).

1. In the left navigation bar, go to Settings > API report under the Engage option.

2. In Send notification API reports to, add each email address, and press enter after each.

3. Select the date range for receiving the report and click Confirm.