Unable to enable Converse from Connector

If you are unable to enable the Converse option in the connector settings, please refer to the following details:

Converse Enablement – Required Settings

To fully enable Converse for a tenant, two separate settings must be configured:

1. Global Converse Feature Flag – enabled via TM.

2. Channel-Specific Converse Flag – enabled for each connector (e.g., WhatsApp, SMS) via the backend.

Behavior Based on Settings

• Case A:

  • Global flag (1): ❌ False

  • Channel flag (2): (Any value)

  • Result: Converse widget is not visible.

• Case B:

  • Global flag (1): ✅ True

  • Channel flag (2): ❌ False (for WhatsApp connector)

  • Result:

    • Converse widget is visible.

    • No channels available.

    • Converse flag appears disabled and non-editable in WhatsApp connector settings.
      

• Case C:

  • Global flag (1): ✅ True

  • Channel flag (2): ✅ True (for WhatsApp connector)

  • Result:

    • Converse flag is editable in WhatsApp connector settings.

    • Once enabled, the WhatsApp channel becomes visible in the Converse widget.

      
      

Action for Agents

• Always confirm whether both the global feature flag and the channel-specific flag are enabled.

• If the global flag is disabled → coordinate with TM.

• If the channel flag is disabled → raise with the backend team.

• Re-test after enabling and confirm resolution to the customer.