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Mass Marketing Troubleshooting

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Overview

This comprehensive troubleshooting guide helps diagnose and resolve common issues across all mass marketing components: campaigns, automated campaigns, and templates. Use this systematic approach to identify problems and implement solutions.

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Common Issues by Component

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Campaign Issues

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Campaign Not Sending

Symptoms:

• Campaign shows as active but no messages are being sent
• Recipients not receiving messages
• Campaign stuck in “sending” state

Possible Causes:

1. Template not approved or expired
2. Audience has no valid WhatsApp numbers
3. Rate limiting restrictions
4. Payment or billing issues
5. Phone number not connected or suspended

Diagnostic Steps:

1. Check template approval status
2. Verify audience size and phone number validity
3. Review billing and payment status
4. Check phone number connection status
5. Monitor rate limiting notifications

Solutions:

1. Template Issues: Use approved template or wait for approval
2. Audience Issues: Clean customer database, verify phone numbers
3. Rate Limits: Be patient, campaigns will resume automatically
4. Billing: Update payment information, resolve billing issues
5. Phone Number: Verify connection in channels settings

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Low Delivery Rates

Symptoms:

• High percentage of failed message deliveries
• Many messages showing as “failed” in analytics
• Poor campaign performance metrics

Possible Causes:

1. Invalid or inactive phone numbers in audience
2. Recipients have blocked the business number
3. Network connectivity issues
4. WhatsApp policy violations
5. Template quality issues

Solutions:

1. Clean Data: Remove invalid phone numbers from customer database
2. Monitor Blocks: Track and address spam reports
3. Check Connectivity: Verify network and service status
4. Review Content: Ensure template compliance with policies
5. Quality Control: Improve message relevance and value

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Variables Not Displaying Correctly

Symptoms:

• Template variables showing as placeholder text
• Missing or incorrect personalization
• Fallback values not working

Possible Causes:

1. Incorrect variable mapping in campaign
2. Missing customer data for variables
3. Data format issues
4. Variable syntax errors in template

Solutions:

1. Check Mapping: Verify variable assignments in campaign setup
2. Data Completeness: Ensure customer records have required data
3. Format Validation: Check data format matches variable expectations
4. Fallback Values: Set appropriate defaults for missing data

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Automated Campaign Issues

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Events Not Triggering

Symptoms:

• Automated campaign shows as active but no messages sent
• Expected events not generating messages
• Zero trigger count in analytics

Possible Causes:

1. Platform integration disconnected or expired
2. Webhook configuration issues
3. Event filters too restrictive
4. Platform not sending webhook events
5. Authentication credentials invalid

Diagnostic Steps:

1. Check platform connection status
2. Verify webhook configuration in platform
3. Review event filter settings
4. Test with manual platform events
5. Validate API credentials

Solutions:

1. Reconnect Platform: Re-authenticate with e-commerce platform
2. Webhook Setup: Verify webhook URLs and subscriptions
3. Adjust Filters: Broaden filter criteria or remove restrictions
4. Platform Support: Contact platform support for webhook issues
5. Credentials: Update expired or invalid authentication tokens

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Incorrect Variable Data

Symptoms:

• Messages contain wrong customer information
• Order details don’t match actual orders
• Random or placeholder data in messages

Possible Causes:

1. Incorrect variable mapping configuration
2. Event data format changes
3. Platform API changes
4. Data corruption in webhook events
5. Caching issues with customer data

Solutions:

1. Review Mapping: Check variable assignments against available event data
2. Test Events: Verify event data structure with sample events
3. Platform Updates: Check for platform API or webhook changes
4. Data Validation: Implement validation for incoming event data
5. Clear Cache: Reset cached customer data if applicable

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High Trigger Frequency

Symptoms:

• Too many messages being sent
• Customers receiving duplicate messages
• Unexpected message volume

Possible Causes:

1. Multiple events triggering same campaign
2. Insufficient filter restrictions
3. Platform sending duplicate events
4. Event loop or cascade effects
5. Test events triggering production campaign

Solutions:

1. Event Selection: Review and limit triggering events
2. Add Filters: Implement more restrictive webhook filters
3. Deduplication: Add logic to prevent duplicate sends
4. Platform Review: Check platform event configuration
5. Environment Separation: Separate test and production environments

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Template Issues

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Template Rejected by Meta

Symptoms:

• Template status shows “Rejected”
• Cannot use template in campaigns
• Rejection reason provided in feedback

Common Rejection Reasons:

1. Policy Violations: Content violates WhatsApp Business policies
2. Quality Issues: Poor grammar, spelling, or unclear messaging
3. Spam Indicators: Overly promotional without clear value
4. Format Issues: Incorrect variable formatting or structure
5. Missing Context: Unclear template purpose or use case

Solutions by Rejection Type: Policy Violations:

1. Review WhatsApp Business Policy documentation
2. Remove prohibited content (misleading claims, adult content, etc.)
3. Add required disclaimers where necessary
4. Ensure content provides genuine value to recipients

Quality Issues:

1. Proofread all content for grammar and spelling
2. Clarify message purpose and value proposition
3. Use professional, clear language
4. Ensure logical message flow

Spam Indicators:

1. Focus on customer value rather than promotion
2. Add educational or informational content
3. Reduce aggressive sales language
4. Include clear opt-out instructions

Format Issues:

1. Check variable syntax: {{1}}, {{2}}, etc.
2. Ensure sequential variable numbering
3. Validate character limits for each section
4. Test template preview functionality

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Template Variables Not Working

Symptoms:

• Variables showing as literal text in messages
• Inconsistent variable replacement
• Campaigns failing due to variable errors

Possible Causes:

1. Incorrect variable syntax in template
2. Variable mapping errors in campaigns
3. Missing customer data for variables
4. Data type mismatches

Solutions:

1. Syntax Check: Verify proper variable format {{1}}, {{2}}
2. Mapping Review: Check campaign variable assignments
3. Data Validation: Ensure customer records contain required data
4. Type Conversion: Format data to match variable expectations

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Performance Issues

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Slow Campaign Processing

Symptoms:

• Campaigns taking longer than expected to complete
• Messages delivered very slowly
• Queue processing delays

Possible Causes:

1. Large audience size exceeding rate limits
2. High system load during peak times
3. Network connectivity issues
4. Payment processing delays
5. Template complexity affecting processing speed

Solutions:

1. Audience Segmentation: Split large campaigns into smaller batches
2. Timing Optimization: Schedule campaigns during off-peak hours
3. Network Check: Verify stable internet connectivity
4. Payment Verification: Ensure sufficient credits and valid payment methods
5. Template Simplification: Use simpler templates for large campaigns

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Poor Engagement Rates

Symptoms:

• Low open rates compared to benchmarks
• Minimal click-through rates
• High unsubscribe rates
• Poor conversion metrics

Possible Causes:

1. Irrelevant content for target audience
2. Poor message timing
3. Unclear call-to-action
4. Message fatigue from over-messaging
5. Technical issues with buttons or links

Solutions:

1. Content Relevance: Improve audience targeting and message personalization
2. Timing Optimization: Test different sending times and days
3. CTA Clarity: Make call-to-action buttons more prominent and clear
4. Frequency Management: Reduce message frequency and improve spacing
5. Technical Testing: Verify all links and buttons work correctly

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Systematic Troubleshooting Process

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Step 1: Identify the Problem

Information to Gather:

• Specific symptoms and error messages
• When the problem started occurring
• Which components are affected (campaigns, templates, automation)
• Recent changes or updates made
• Impact on business operations

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Step 2: Check System Status

Areas to Verify:

• Platform integration status
• WhatsApp Business API health
• Template approval status
• Billing and payment status
• Network connectivity

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Step 3: Review Configuration

Settings to Check:

• Campaign configuration details
• Template content and variables
• Audience targeting and filters
• Platform webhook settings
• Authentication credentials

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Step 4: Test with Simplified Setup

Testing Approach:

• Use minimal configuration
• Test with small audience
• Verify single component functionality
• Isolate variables and dependencies

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Step 5: Implement and Monitor

Best Practices:

• Make one change at a time
• Test changes thoroughly
• Monitor impact of modifications
• Document successful solutions

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Integration-Specific Troubleshooting

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Shopify Integration Issues

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Webhook Events Not Received

Common Causes:

• Webhook URL not properly configured in Shopify
• Authentication tokens expired
• Shopify app permissions insufficient
• Network firewall blocking webhooks

Solutions:

1. Verify webhook URL in Shopify admin
2. Regenerate and update authentication tokens
3. Check app permissions and scopes
4. Whitelist webhook source IPs

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Order Data Missing or Incorrect

Common Causes:

• Shopify API changes affecting data structure
• Custom fields not included in webhook payload
• Order status changes not triggering events
• Multi-location inventory complexities

Solutions:

1. Update integration to handle API changes
2. Configure custom field inclusion in webhooks
3. Verify order status change configurations
4. Handle multi-location data appropriately

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Salla Integration Issues

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Authentication Failures

Common Causes:

• API credentials expired or invalid
• Insufficient application permissions
• Rate limiting by Salla API
• Account suspension or restrictions

Solutions:

1. Refresh API credentials through Salla developer portal
2. Request additional permissions if needed
3. Implement proper rate limiting handling
4. Contact Salla support for account issues

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Zid Integration Issues

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Event Processing Delays

Common Causes:

• High volume of events from Zid
• Processing queue bottlenecks
• Complex data transformation requirements
• Network latency between systems

Solutions:

1. Optimize event processing efficiency
2. Implement queue management strategies
3. Simplify data transformation logic
4. Consider regional processing optimization

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Performance Optimization

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Campaign Performance

Optimization Strategies:

1. Audience Segmentation: Create targeted campaigns for better relevance
2. Timing Optimization: Send messages when customers are most active
3. Content Personalization: Use customer data for relevant messaging
4. A/B Testing: Test different approaches to find what works best

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Template Performance

Optimization Techniques:

1. Clear Value Proposition: Ensure immediate benefit communication
2. Strong Call-to-Action: Use action-oriented button text
3. Mobile Optimization: Design for mobile-first experience
4. Variable Strategy: Use meaningful personalization

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System Performance

Resource Optimization:

1. Database Optimization: Clean and optimize customer data
2. Caching Strategy: Implement appropriate caching for frequent data
3. Queue Management: Optimize message processing queues
4. Monitor Resources: Track system resource usage and bottlenecks

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Emergency Procedures

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Campaign Emergency Stop

When to Stop:

• High volume of spam reports
• Incorrect content being sent
• Major template or data errors
• Legal or compliance concerns

How to Stop:

1. Navigate to campaign details
2. Pause or stop campaign immediately
3. Document reason for stopping
4. Assess impact and plan remediation

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System Outage Response

Immediate Actions:

1. Check system status page
2. Verify network connectivity
3. Contact technical support
4. Implement backup communication channels
5. Notify stakeholders about issues

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Data Breach or Security Incident

Response Steps:

1. Immediately secure affected systems
2. Document incident details
3. Notify relevant authorities
4. Communicate with affected customers
5. Implement additional security measures

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Prevention Strategies

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Regular Maintenance

Weekly Tasks:

• Review campaign performance metrics
• Check template approval status
• Verify platform integration health
• Monitor customer data quality

Monthly Tasks:

• Audit audience targeting effectiveness
• Review and update templates
• Analyze engagement trends
• Optimize campaign strategies

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Monitoring and Alerts

Key Metrics to Monitor:

• Delivery rates and failures
• Engagement rates
• Integration health status
• System performance metrics
• Customer feedback and complaints

Alert Configuration:

• Set thresholds for key metrics
• Configure notifications for system issues
• Monitor approval status changes
• Track unusual activity patterns

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Documentation and Knowledge Management

Documentation to Maintain:

• Campaign strategies and learnings
• Template approval guidelines
• Integration configuration details
• Troubleshooting procedures and solutions
• Performance benchmarks and goals

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Escalation Guidelines

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Internal Escalation

Level 1: Basic troubleshooting and common issues Level 2: Complex technical issues requiring specialized knowledge Level 3: System-wide issues or integration problems

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External Support

When to Contact Support:

• Platform integration failures
• WhatsApp Business API issues
• Template approval problems
• System performance degradation
• Security concerns

Information to Provide:

• Detailed problem description
• Steps already taken to resolve
• Error messages and logs
• Impact assessment
• Urgency level and business impact

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Vendor-Specific Support

Shopify Support: For webhook and API issues Salla Support: For integration and authentication problems
Zid Support: For platform-specific event issues Meta Support: For WhatsApp Business and template approval issues