Expand troubleshooting and deliverability guidance - #48
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| - the template exists in Meta for that number, language, and name; and | ||
| - it was not deleted by another user or integration. | ||
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| When Hellotext indicates that Meta no longer has the approved template, save the changes to submit it for approval again or select another active template. |
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When the template was actually deleted in Meta, saving the unchanged Hellotext template cannot immediately resubmit it: Meta prevents reusing a deleted template's name for 30 days. This instruction therefore sends users into another failed submission without resolving the missing-template state; direct them to select another active template, create one with a new name, or wait for the name-reuse period to expire.
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| 1. Open **Playbooks** and click **Explore playbooks**. | ||
| 2. Find the **Captures** group. | ||
| 3. Confirm that the playbook is available for your business and plan. | ||
| 4. If it is shown as **By request**, disabled, or not yet available, check with your Hellotext team before preparing the installation. |
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For English users troubleshooting the progressively released Website Popup, the guide tells them to look for By request, but the product-specific guide documents the UI state as On request (_i18n/en/captures/website-popup.md:5). Matching the actual label prevents users from overlooking the state this step is meant to identify.
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Summary
Why
The Help Center structure called for practical decision paths for common delivery, capture, access, and escalation problems. Existing articles covered parts of these workflows but did not provide a complete path from the visible symptom to the affected stage.
User impact
Customers can now distinguish configuration, delivery, verification, customer-profile, page-loading, and downstream-action failures before changing settings or contacting Support. The Support guide also clarifies what evidence is useful and what sensitive information should not be shared.
Validation
bundle exec jekyll build