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FAQs on Interactions

General FAQs

  1. What channels are available in Interaction?
    1. WhatsApp
    2. SMS
    3. Video
    4. Calls
  2. Is Interaction available in Full-Screen view?
    1. Yes, Interaction can be accessed in full-screen view by clicking the full-screen icon. It will open Interaction in a new tab of the browser.
  3. Can I use Interaction on a Mobile phone?
    1. Interaction can be accessed on mobile by logging into a phone browser (Chrome/Safari/Edge).
  4. Is Interaction available on the App?
    1. No, Interaction is currently not available on the app.
  5. Is Interaction available in Integration?
    1. No, Interaction is only available on Smartflo as of now.
  6. Is Interaction available in Dialer?
    1. Yes
  7. Do I need to reach out to the support team to enable Interaction?
    1. If you are a new customer, you can add it as part of your requirement & Interaction will be part of your onboarding
    2. If you are an existing customer, reach out to your account manager to get interaction licenses allocated to your account.
  8. I see random Contacts being saved in my account.
    1. As part of the Interactions Hub module, we save all new interactions as a contact in the Smartflo platform. These contacts are saved in a default contact group, ‘Interactions Hub Contacts’, and are only saved if the number is not saved on the platform. The contact name is saved with a random UUID to keep each contact name unique, and it can be edited via Interactions Hub, Manage Contact, or API. This random contact name will also be visible in CDR and whenever the details are updated, the updated name gets visible across Smartflo.

Onboarding FAQs

  1. Where can I find a step-by-step guide to get started on Interaction?
    1. Onboarding Guide
    2. Template Management (OMNICHANNEL)
    3. Permission to Users
  2. How many WhatsApp numbers can be added to a single Smartflo account?
    1. We don’t cap the number of WhatsApp Numbers or Omni accounts that can be integrated into an account, however, we do recommend not adding more than 500 numbers in a single account. In case you want to add more than 500 numbers, kindly contact support.
  3. Can I directly onboard my number on WhatsApp from within Smartflo?
    1. No, we only support WhatsApp numbers onboarded on Omni as a channel.
      1. In the future, we will allow numbers to be onboarded/embedded signup to be done directly from Smartflo.
  4. What is the use of ‘Tag’?
    1. Tag is a field to allows you to give an easy-to-remember name to your number. It doesn’t hold any significance to the functionality of the platform.

Template Management FAQs

  1. Can I import templates directly from Omni?
    1. No, we currently don’t support importing templates from Omni.
  2. How do I add more templates for Interaction?
    1. Template Management (OMNICHANNEL)
  3. Can I add text in the header of the template?
    1. Yes, any static text can be added to the template on Omni. No need to specify it while adding it on Smartflo.
  4. Can I add media in the header of the template?
    1. Yes, you can include media (Image/Video/Document) in the template. The URL of the media has to be specified in the ‘Media Link’ section of a template on Smartflo. The URL should be a public URL like
      1. Media can’t be uploaded on Smartflo.
      2. Media uploaded on Omni can’t be used.
  5. Can I use variables in the body of a template?
    1. Yes, templates can be added to the body of any template.
  6. Can I use a static URL button in a template?
    1. Yes. However, dynamic URLs are not supported.
  7. I do not have the option to add Header Text/Footer/buttons in Smartflo template management, Why?
    1. All static information is to be entered only on Omni (while creating the template) & as part of the integration, we will use whatever information is available with the template.
  8. What are the things to check while adding an Omni template in Smartflo?
    1. Ensure the template name is the same as entered on Omni.
    2. The template should be in ‘approved’ status.
    3. The language of the template should be the same.
  9. How would I enter the variable of the template?
    1. While sending a template to a number, Interaction will show the screen to enter the variable & preview screen of the template.
  10. Can I use a template to send notifications of call events?
    1. Yes, the WhatsApp template can be used to send notifications in the form of a template for events such as Missed calls, answered calls, DTMF press, etc.
  11. What is the priority option in the template?
    1. It supports a number from -100 to 100 to manage the order of the agent template list. The lowest number (-100) will have the highest priority (top of the list).

Channel Specific

WhatsApp

  1. What is the message body limit?
    1. Maximum length: 4096 characters
  2. As a supervisor how can I see the interaction?
    1. Messaging logs (available in the reporting section) should be used to access any interaction. This will only allow us to view the interaction.
  3. Can I mask all numbers in Interaction?
    1. Yes, in the applied user role enable the 'Number Masking’ option to mask the number from the user.
  4. Can I send & receive media in a conversation?
    1. Yes
  5. Can I receive WhatsApp Business Call in Interaction?
    1. Yes, but WhatsApp Business calling is in Beta on Smartflo.
  6. Can I call a number via WhatsApp Business Call?
    1. No, currently outbound calls are not supported.
  7. I am getting error ‘Message Not Delivered to Maintain a Healthy Ecosystem Error’
    1. This error usually pops up when a user has received too many marketing messages from businesses within a specific timeframe. This cap for each user adapts based on factors such as how many messages the user has already received or whether they've interacted with previous ones. For example, if six businesses have sent marketing messages to a user within a certain time frame, WhatsApp may block a seventh business from sending a marketing message, even if that business is reaching out to this user for the first time and throw the #131049 Error with the following error data : "In order to maintain a healthy ecosystem engagement, the message failed to be delivered."
  8. What Is the Healthy Ecosystem?
    1. In order to prevent WhatsApp from becoming a cluttered platform and to protect users from getting bombarded by frequent marketing notifications Meta has implemented Marketing Message Frequency Cap. By limiting the number of marketing messages users receive from businesses within a certain timeframe, Meta aims to maintain a healthy environment for users on WhatsApp. In India only 20-25% of marketing messages are affected by this error.

SMS

  1. Can I send a template with variables using SMS?
    1. Yes, the SMS template can be triggered to any number from Interaction

Video

  1. How does video work?
    1. Users can click on the Video option to generate the host & participant links.
      1. Host - To be joined by the user/agent.
      2. Participant - To be joined by end consumer.
  2. How to share video links with participants?
    1. Video links can be easily shared via SMS/WhatsApp template.
  3. Is there a different app that needs to be downloaded to join the video call?
    1. No, video calls can be joined by any latest version browser (Chrome/Edge/Safari)
  4. Are video licenses separate or part of Interaction?
    1. The video license has to be purchased separately by the customer.

Calls

  1. Can I answer calls directly from Interaction?
    1. Yes, you can use the browser to answer calls within Interaction
  2. Can I start a call with the contact I am interacting with?
    1. Yes, outbound calls are supported in Interaction

Troubleshooting

  1. My token is successfully saved but I am not able to save a template/While saving the template, I am encountering ‘Invalid Template Name’.
    1. The integration token obtained from Omni has expired, kindly disable the Smartflo integration in Omni. Get the new token by enabling the Smartflo integration & updating it on Smartflo Onboarding Guide.
  2. Interactions fail to set up or load/Interaction is stuck on ‘Setting up your App screen’
    1. Check the browser settings, especially under the Performance section. If the Energy Saver option is enabled, it might cause such issues. Disable the Energy Saver option as a troubleshooting step to resolve the problem.
  3. My message has failed to be sent & I am getting an error below the template/message.
    1. Hover over the error icon to know the exact reason for failure. You can refer to the error codes document for more details.
  4. While saving a template for WhatsApp I am getting an error to enter the DLT ID.
    1. You can ignore the error and enter any random number in the field.
  5. How to Tackle Error #131049:Message Not Delivered to Maintain a Healthy Ecosystem Error in WhatsApp?
    1. Constantly trying to send messages will not solve the problem in this case.  Although there's no clear-cut solution except for waiting for some time, here are some practical steps you can take to minimize the impact of the error:
      1. If you have something urgent to communicate, consider sending a utility message as they are not affected by Frequency Capping.
      2. As the cap is not permanent, try sending marketing messages at increasing intervals (e.g., after two days, then a week, and so on).
      3. Check if users have read (message has blue ticks) the previous marketing messages (check message info). If a message has gone unread, use an alternate communication channel to prompt users to open it.
      4. If you’re consistently running into this error, reach out to your potential/existing customers through other channels like calls, SMS, or email.

Annexures

Quick Links

  1. Smartflo
  2. Interaction
  3. Omni

Updated 2 days ago