WhatsApp Button template failure - Facebook
Incident Report for Blip
Postmortem

Dear customers!

First, we regret the inconvenience caused by the failure.

As previously reported, a failure was identified related to the button settings on the Whatsapp channel.

Impact:

All Smarts Contacts using buttons, experienced failure to render in the channel

Fault identified:

Immediately after identifying the failure scenario, we activated our partner Facebook, who reported that there was a flaw in the API responsible for the configuration of the buttons that was impacting all users of the channel.

Analysis details:

We started to escalate the Facebook team to solve the problem urgently and after the partner's action, the problem was definitively corrected in the API.

Link with more information about the Facebook event reporting the instability in the delivery of messages in the media: https://status.fb.com/whatsapp-business-api

Start date / time: 12/05/2021 9:30 PM
End Date / Time: 13/05/2021 1:00 PM

Posted May 13, 2021 - 14:22 GMT-03:00

Resolved
After the Facebook team acted, the button configurations were normalized. We will bring more details later in the postmortem
Posted May 13, 2021 - 13:33 GMT-03:00
Update
Status update: The engineering team of our partner Facebook remains focused with top priority to resolve the failure.

impact for the customer: For customers who use this button template feature in the smart contact flow (Bot) and also in active notification that uses this button template feature.

Link to Facebook statement reporting instability in media message delivery: https://status.fb.com/whatsapp-business-api
Posted May 13, 2021 - 11:05 GMT-03:00
Identified
We identified a flaw in the button template in WhatsApp.

impact for the customer: For customers who use this button template feature in the flow of smart contact (Bot).

Action in progress: In the analysis carried out by the technical team at Take Blip, no evidence of failure in our environment was identified to justify the observed scenario. With the fault logs collected at the WhatsApp Gateway, we triggered our partner Facebook during the night. We are dealing with the card directly with Facebook. We escalated the ticket and we are waiting for the return from Facebook. Follow the link to the Facebook status page (https://status.fb.com/whatsapp-business-api)
Posted May 13, 2021 - 08:41 GMT-03:00
This incident affected: Channels (WhatsApp).