Chatwoot Missing Messages: Question & Answer Ads

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CHATWOOT Support for Question & Answer Messages: A Deep Dive

Hey guys! Ever stumbled upon a new type of message in your Chatwoot setup and wondered what's going on? Let's dive into a specific case where messages from ads, featuring question-and-answer formats, aren't showing up as expected. We'll explore the issue, analyze the payload, and discuss potential solutions, including how to handle unsupported message types.

The Problem: Unseen Messages in Chatwoot

So, the situation is this: you're receiving messages, likely from ad campaigns, that include a question-and-answer structure. You can see them in the source, but they're not showing up in Chatwoot. This is a problem, right? It's not. This can lead to missed customer interactions and a frustrating experience for your users. The issue highlights a gap in Chatwoot's current support for specific message formats, particularly those that might originate from advertising platforms.

Looking at the provided images, we can see these messages are likely designed with interactive elements. These messages might contain questions that users can respond to, and the ad platform then uses these responses to improve the user experience. The fact that Chatwoot isn't rendering these messages is an indication that the platform hasn't implemented support for this particular message format, guys.

This lack of support can stem from several things, for instance: the message's structure might not be something that Chatwoot currently understands. The payload may be missing critical data. Or, the channel integration isn't correctly translating the message into a format Chatwoot can display. Whatever the reason, the outcome is the same: the message is invisible, and your team is in the dark.

Decoding the Payload: A Closer Look

Let's take a moment to dig into the JSON payload you've provided. This is the raw data that Chatwoot receives when a message is sent, and it holds the clues to understanding why the message isn't rendering correctly.

Here's a breakdown of the key parts of the payload, guys:

  • content_type: "text": This indicates the message is of type "text." But the content itself ("content": "") is empty. This could mean that the question and answer are embedded in a different part of the payload, not within the main content field. It also may not supported
  • sender Information: This section provides details about the sender, including their name, phone number, and custom attributes. The custom_attributes section is particularly interesting as it holds WhatsApp-specific identifiers like waha_whatsapp_jid. These are clues that the message is coming from a WhatsApp channel.
  • conversation Details: This part gives us info on the conversation itself, including its status, timestamps, and the inbox it belongs to. The source_id is also valuable because it helps tie the message back to a specific advertising campaign or platform.
  • Missing Components: The payload lacks any explicit question-and-answer data. There are no fields that specify the question text or the potential answers. This lack of data is a major reason for this issue.

Based on the payload, we can conclude that the message type isn't simply a standard text message. It likely requires a different processing method to extract and display the interactive elements. Because of it, the message isn't showing up. Analyzing payloads like this is the first step in pinpointing the problem and developing the right solution, guys.

Solutions and Strategies: Making the Invisible Visible

Alright, let's talk solutions. There are a few approaches we can take to address the problem of these missing question-and-answer messages:

  1. Message Transformation to Text: The basic idea is to convert the question and answer elements of the message into a simple text format that Chatwoot can display. This could involve extracting the question text and the user's answer (if available) and then presenting them within the message content, guys.

    For example, if the original message contained a question like "How satisfied are you?" and the user selected "Very satisfied," the transformed message could be "Question: How satisfied are you? Answer: Very satisfied."

  2. Default Message for Unsupported Types: If the message format is too complex to transform or if there are too many message formats, you could implement a default message. This message could simply inform the user that the original message type isn't supported and that they need to view the message on WhatsApp itself.

    For instance, the default message could say, "We are unable to display this message type. Please check WhatsApp to see the original content."

  3. Feature Request or Custom Integration: Chatwoot doesn't have built-in support for question-and-answer formats, so you could explore a custom integration. This might involve using Chatwoot's API to create a custom message handler that interprets the specific message format. This might be a bigger effort.

    In short, you can create a new feature, or you can make your own.

  4. Enhance the Channel Integration: It might be necessary to modify the WhatsApp channel integration within Chatwoot to recognize and properly process the question-and-answer message type. This could involve updating the integration to parse the payload and extract the question and answer elements. Or, it could allow a simple