Prerequisites for Better Troubleshooting:

  • Account Name
  • Web Message ID


Initial Verification Steps to be Followed by Business Teams (CRS/CSM/CSS/Onboarding/CAT):


Check Web Message Template:

  • Verify the template selected in the web message campaign.
  • Screenshot:


Verify "Do Not Stack on Mobile" Option:

  • If the template is created with an Advanced Drag and Drop Editor, edit the template.
  • Check for the “Do not stack on mobile” option under the ROW section and enable it.
  • This will display the web message with its original width.
  • Screenshot:

Troubleshooting Steps to be Followed by CAT:


Verify Application Server:

  • Check the application server on which the panel is configured.
  • Login to that particular server from the backend.
  • Screenshot:


Check Template ID in Client Database:

Enter the client database and check the template_id using the following command:
select * from webmsg_details where id=25 \G;

  • Screenshot:


Resolution / Next Steps:


[Reason 1]:

  • Inform the client of the findings.
  • Provide clarity on why the problem occurred.
  • Provide Screenshot


[Reason 2]:

  • Escalate to Cross-functional teams to investigate further.
  • Provide findings by sharing relevant details like Problem statement, Logs, Screenshots, Reference cases


Escalation Path:


Initial Verification by Business Teams (CRS/CSM/CSS/Onboarding):

  • If resolution not found after initial verification:
    • Contact: Care/CEE Helpdesk
    • Email: care@netcorecloud.com (only for NA/US region), helpdesk@netcorecloud.com
    • Slack Channel (Only for escalation): [Your respective channel with Care / Helpdesk]


Further Investigation by Helpdesk:

  • If issue is not resolved after initial & further investigation:
    • CAT Escalation:
      • Escalate to: SME
      • Contact: SME1 / SME2
      • Email: Ticket with internal note with investigation
      • Slack Channel: [Your respective channel within Support]
    • Cross-functional Escalation:
      • Escalate to: Cross-functional Teams
      • Contact: DE/Integration/PS/SRE
      • Email: Child ticket to the appropriate team
      • Slack Channel (Only for escalation): [Your respective channel with Cross Functions]


Reference Ticket IDs:

Ticket 3466737

Ticket 3390888 – (Contains screen recording for enabling the option)


Feedback on Playbook:

Please provide your feedback on the playbooks using the following link: Feedback Form