Journeys: Troubleshooting & FAQs

Q. Is Voice (static) communication supported in CE Journeys?

A. Yes, voice (static) communication is supported in CE Journeys.

Q. What are the prerequisites for enabling voice in CE Journeys?

A. To enable voice functionality via CE Journeys, ensure the following prerequisites are met:

1. Enterprise Setup: Your enterprise must be created on Bizbond.
2. Route Confirmation: Confirm whether you're using a Transactional or Promotional route.
3. DLT Entity Registration (for Promotional route): Register your entity on the DLT platform. Refer to the official Entity Registration User Manual.
4. TRAI Declaration (for Transactional route): Submit a declaration on the company letterhead, as per the TRAI format. (Sample attached)
5. Voice File Format: Prepare your voice file in either .mp3 or .wav format.

Q. Can I choose which Journeys can be enabled for DND?

A. Yes, you can. As an end user of journeys, you can enable DND for all or only for newer journeys. Afterward, you may go to individual journeys and disable the DND feature if required.

Q. What happens to journeys which had DND enabled and the journey ends before the DND matures?

A. The journey might end, but once it matures, any and all communication stuck on DND time will go to the end-user.

Q. How will I know if a message has not been sent due to DND?

A. Currently, we are not showing anything in reporting in this release phase. If you feel you need to see the number of people stuck in DND, make a feature request. We will prioritize that in our product roadmap. We do not discard any messages because of DND.

Q. Will DND be applied to all the journeys once I go live?

A. Whether you choose to go live with all journeys or only apply this configuration to future journeys depends.

Q. Can I disable DND after I have enabled it?

A. Yes, you can disable it even after it is enabled. You can also disable journeys individually if necessary.
Please note that it takes anywhere between 15 minutes and 1 hour to enable/Disable Journeys, depending on the number of parallel journeys running.

Q: Why do some users continue to receive communications after a journey is marked as completed?

A: Some users may still receive communications even after a journey is marked as completed if they have not finished all steps in the journey. This happens due to configured wait times or delays in the journey flow, causing communications to be sent based on the original schedule.