Current Trends
Status is pending, failed, or successful for more than 4 business days, What is the FIRST macro we send
Send the appropriate first pass status macro(s) first
What is the macro for about payments?
Payments on WhatsApp is available for users in India. This payments feature enables bank-to-bank money transfer using UPI.
UPI (Unified Payment Interface) is a national payment system developed by the NPCI (National Payments Corporation of India), and supports most major banks in India.
To use payments, make sure you're using the latest version of WhatsApp. If you're having trouble downloading it through the Google Play Store or Apple App Store, visit whatsapp.com/download.
For more information on payments, visit this page.
Note:
This feature is not available for the WhatsApp Business app.
What should you do when you receive a phone ticket that says "User inquired about wanting to know how to add a bank account"
Private solve
Users unable to make more payments with the failure of RISK_THRESHOLD_EXCEEDED
As long as the user hasn't gone over 25,000 Rs per txn, 10 txn per day, or 100,000 Rs in txns per day, send Contact Bank.
What is the second macro youd send after sending successful transaction (it has not been 4 days)
Follow-up successful transaction
User writes in saying they can't add bank and getting error message, we have already sent them "cant add bank" what should you send next according to current trends?
HDFC PSP Error Message
User getting this error - "Switch to the SIM you used to set up WhatsApp payments. Or change your WhatsApp number to the installed SIM and set up payments again."
Send the macro Escalated WA eng.
When to uncheck greeting and farewell box
1.When routing to a different queue
2.When marking ticket solved
3.When escalating ticket to S3 (troubleshooting, bank issue, etc.)
User writes in asking what type of rewards they receive when signing up for payments
Unsupported Payments Feature
User is unable to make payments and gets multiple errors UPI_ACTIVE_DEVICE_BINDING_NOT_FOUND
May send Remove Bank + Additionally + Add Bank because user may need to reset device binding.
Floating transaction but no written context on ticket
Explain Payments Issue
User asks "How to set up UPI Pin?"
About UPI PIN and ID + Can't Remember PIN
When users write in about their IOS being too old.
Check the device if it is an iPhone 4s/5/5s/6/6s.
Check if the IOS is lower than 13.4
In this case, we can send WAPay::iOS::Edu - Pay::iPhone 6/6S Not Supported
If the ticket has "Topics:" followed by topics selected by the user...
Ignore it! You can't count the topics as part of the ticket since the users might select them randomly. Only read the info sent below/above the "Topics:" line.
User writes in asking what the transaction limit is?
UPI allows up to 10 transactions per day up to a total of Rs 100,000. Currently, individual transactions on WhatsApp have a limit of Rs 25000.