Sessions Troubleshooting Guide

Communications not sending

Causes: Stage misconfiguration, inactive agent, integration issues

Solutions:

• Check stage configuration
• Verify agent is active
• Review strategy logs
• Confirm channel integration

Contacts stuck in stage

Causes: Aggregation strategy logic issues, session completion problems

Solutions:

• Check aggregation strategy logic
• Verify session completion
• Review error logs
• Test with single contact

Import failures

Causes: Missing required fields, incorrect data formats, file encoding issues

Solutions:

• Validate required fields
• Check data formats
• Verify file encoding
• Review error messages

Strategy debugging issues

Causes: Logic errors, missing error handling, insufficient logging

Solutions:

1. Use logger extensively in strategies
2. Test with small contact batches
3. Monitor strategy execution logs
4. Add defensive programming practices

FAQ

How do I connect WhatsApp to my campaign?

To use WhatsApp in campaigns, you need to:

1. Register WhatsApp Business API through Meta Business Account
2. Create WhatsApp integration in Flametree:
   • Go to Settings > Channels > WhatsApp.
   • Select Add +.
   • Enter the required parameters, including Bot Token, Application ID, Phone Number ID, and others.
3. Configure WhatsApp stage in your campaign:
   • Select WhatsApp channel
   • Choose your agent
   • Set template name and start state

For detailed setup instructions, see the WhatsApp registration guide in the FAQ section.

What file formats are supported for contact import?

Supported formats for contact import:

• CSV: Comma-separated values with headers
• JSON: JSON Lines format (one JSON object per line)

Both formats must include required fields: name, email, phone, object_id, external_id.

How do I debug strategy execution issues?

To debug strategy issues:

1. Use extensive logging in your Python strategies
2. Test with small batches of contacts first
3. Monitor strategy execution logs in the campaign interface
4. Add defensive programming practices like try-catch blocks
5. Check agent status - ensure it's not in "Error" state

Can I use the same agent across multiple campaign stages?

Yes, you can use the same agent across multiple stages. However, consider:

• Agent specialization: Different agents for different channels may be more effective
• Workflow states: Ensure the agent's workflow supports all required states
• Load balancing: One agent handles one conversation at a time

What happens if a contact doesn't respond to communications?

Non-responsive contacts are handled by your Aggregation Strategy:

1. Strategy checks session results after each communication
2. If no response detected, it can schedule follow-up communications
3. You can set maximum retry limits and timeouts
4. Eventually move contact to final stage or mark as unsuccessful

Sessions Not Appearing

Causes: Filtering settings, permission issues, timing delays

Solutions:

1. Clear all filters and refresh page
2. Check date range settings
3. Verify user permissions
4. Contact support if data appears missing

Incomplete Session Results

Causes: Configuration issues, conversation flow problems

Solutions:

1. Review Conversation Results configuration
2. Check if conversation reached completion
3. Analyze conversation flow for missed information
4. Test agent configuration in Playground

Operator Handover Issues

Causes: Integration problems, notification failures

Solutions:

1. Verify operator account setup and permissions
2. Check notification settings and channels
3. Test handover process in controlled environment
4. Review integration configuration

Performance Issues

Causes: High volume, system resources, configuration complexity

Solutions:

1. Monitor system resources and scale if needed
2. Optimize agent configuration for performance
3. Review conversation patterns for efficiency improvements
4. Consider load balancing for high-volume scenarios