We currently have a process in our help center with conversations initiated by Whatsapp channel, once the conversation is closed, we send some automated whatsapp templates for the seller to answer a survey.
We thought they were not being sent because if they did not respond to the message we could not see it reflected in the conversation. However, if they are sent but not reflected in the conversation, we need these whatsapp templates to be seen so that we can measure the conversations with their correct closures.