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7. Troubleshooting WhatsApp Messages

This guide provides troubleshooting steps for diagnosing and resolving issues related to WhatsApp Webhooks, API failures, and reused numbers within the ViSN platform.

1. Diagnosing Issues​

If the WhatsApp feature is not functioning properly, follow these steps to check the system logs and identify potential causes.

1.1 Checking WhatsApp Logs​

WhatsApp-related issues may arise from Webhooks or API failures. The logs for debugging can be found in the following locations:

  • WhatsApp Webhooks Logs
    Path: ancillary DB /logs/whatsapp/webhooks

    • Logs events related to incoming WhatsApp messages.
    • Useful for diagnosing message reception issues, webhook triggers, and delivery failures.

  • WhatsApp API Logs
    Path: ancillary DB /logs/whatsapp/api

    • Logs all interactions with the WhatsApp API when sending messages and marking messages as read.
    • Helps debug message failures, invalid templates, and authentication issues.

💡 Recommendation:

  • If messages are not being received, check WhatsApp Webhooks Logs.
  • If messages are not being sent, check WhatsApp API Logs.

2. Resolving Common Issues​

2.1 Clearing Reused Numbers (Lower Environments Only)​

The same driver’s mobile number cannot be reused across multiple active enquiries simultaneously. Follow these steps to clear a reused number in lower environments.

Steps to Clear a Reused Number​

  1. Locate the Number in the Database

    • Navigate to:
      ancillary DB /whatsapp/lease/${leaseWhatsappNumber}/
    • This path contains records of active WhatsApp conversations.

  2. Query for Active Entries

    • Run a query using driverMobileNumber to find ongoing conversations associated with that number.

  3. Mark Conversation as Ended

    • For all matching records, update the document by adding the following field: 
      {
        "isConversationEnded": true
      }
    • This action allows the number to be used for a new enquiry.
Status: Draft (Pending Review)
Category: Protected
Authored By: Sohan on March 04, 2025