General
May I know why there are 2 external ID for the same Facebook account?
Please note each Facebook page will have its unique PSID for each Facebook user, there will be multiple external ID for the same Facebook user if you have connected to more than 1 Facebook channel (i.e. the same Facebook user will have 3 PSID if you ...
Why the Log-out function is not working in web chat?
For the logout button, please note it is only available for the Facebook platform and it is only working if you have used the account linking function with the login button before.
What can we do if there are many mojibake or corrupted data in the exported data file?
You will need to use import the csv file to excel with UTF-8 if there is any Chinese character. It will be caused the mojibake or other error if you open the csv file directly. Please refer to the guide here on how to import the file to excel ...
What should I do if receiving this error: "Message failed to send because of an unknown error"?
It could be not enough memory and caused the server to be temporarily down. If the server is not connected in the health check, you could restart the server (after clicking Unlock) in the Stella platform, nad the Whstapp number will be back on line ...
The Template Message is already pending for an hour, is there any issue?
If the template message is submitted, WhatsApp might auto-review (usually within minutes) or pass it to a human to do a manual review (this will take 1 - 2 days). The status will show Pending (in yellow) during the review. When the template ...
Where can we edit the Webchat menu bar at below?
You could update the persistent menu for webchat in the webchat platform page. Please refer to the persistent menu documentation for more details.
What can I do if I have error display on Chinese characters for the imported members?
The error could be caused by you have saved Chinese characters directly in a csv file. Please save the csv file as CSV UTF-8 to display Chinese Characters and import the file to Stella again. You could also use Google sheet to export the .csv file in ...
How to reset Two-step verification (2FA) with WhatsApp Manager?
If your WhatsApp server is offline and could not disable the Two-step verification (2FA) in Stella, you could now turn off the 2FA in the WhatsApp Manager if your WABA is created via embedded signup. 1. Click the Settings of your number in your ...
May I know why there are only Singapore and Germany for the server options?
Please select Singapore for the Asia Pacific region, or select Germany for the European region.
Can we send out custom template in sandbox?
Yes, you could create and send out a custom template (not the sample template provided by WhatsApp) with a sandbox number. In order to send Templated Messages on WhatsApp, you must first submit the message content to the WhatsApp team for approval on ...
Can we reply with more response?
We support sending multiple responses in one node, so you could add more responses by clicking the "+New Response" button (i.e. add a text or a back to menu button ).
What is the User Messages in dashboard?
User Messages is the number of user actions (e.g. send text, click on a button, upload media, etc). Please click here to see more details about Dashboard.
What should I do if I forget my Stella account password?
You could click the "Forgot your password?" button on the login page to reset your password.
Will there be any charges on MAU, after users witch off “Master Switch” for the specific channel?
Stella will still charge MAU even users have switched off the master switch as the messages still passing our webhook. We would suggest users delete (for Webchat), unsubscribe channel (for Facebook, Instagram, Slack) or terminate the channel (for ...
What is the difference of message status (sent /delivered /read)?
sent Message sent by your business was received by the server. delivered Message sent by your business was delivered to the user's device. read Message sent by your business was read by the user. read notifications will only be available for those ...
Where can I provide feedback or submit feature request for Stella?
You could submit a ticket to our Support team here if you have any feedback or feature requests for Stella. Thank you for your support!
What is Stella?
Stella is a powerful and developer friendly chatbot builder. It allows you to easily design and customise conversation flows without prior knowledge in coding or build your own bot with extensive APIs for customisations and integrations with CRMs, ...
How does Stella ensure security and data privacy?
We consider our users' privacy and the security of their personal information to be extremely important. We adopt database encryption and HTTPS encryption as well as maintain a set of standard password policies on the Stella system. You could read ...
What are the Pros of using private and public cloud Stella?
Pros for using private-cloud Stella: - Better security that can be fully in compliance with your in-house security policy - Faster chatbot response time (as you may adopt VMs in a bigger size) - More stable - May have customized feature ...
How does Stella handle the maintenance activity?
We will monitor the server by Prometheus (an open-source system monitoring and alerting toolkit) to check the server and network status during maintenance. We will also subscribe to third-party developer platforms for status updates on different ...