Request: The client has reached out to us with their concern regarding the Whatsapp ticket creation.
Verification/checklist:
- We must check with the Whatsapp vendor if they are passing the information to us.
- We must check if the webhook URL has been added to the account
- We must gather a screenshot of the sent message.
- We must check the Screenshot shared and check if the number, date, and time are clearly visible.
Procedure:
- The agent must gather the number and check if the ticket was created in the system or not. If the ticket was created we can provide the ticket number to the client and inform them that the tickets are getting created.
- If the ticket was not created, we must forward the request to the technical team with the logs.
CASE 1= When the ticket is not created even after testing from our end:
Procedure:
CASE 2= When the ticket is created from their end and WhatsApp messages do not land. -
Procedure:
- We must collect the ticket number, and share the rest of the information with Rajesh
Template (when a ticket was created):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with the Whatsapp ticket creation.
We have checked your account and we see that the ticket **** was created on (mention the creation date and time).
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
XXXX
Action:
- Complete the Verification.
- Follow the mentioned procedure based on the request.
- If the issue persists after following the validation process and mentioned procedures the issue must be raised on JIRA || Team A
Acknowledgement Template (When the request is forwarded to the technical team):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding the facebook tickets not being created.
We have forwarded your request to the concerned team. We will update you regarding the same within XXXX hours.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxxx
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