WhatsApp messages do not arrive
If WhatsApp messages do not arrive in the Inbox, first check the status of the number. If you cannot send to a customer, the 24-hour service window is often closed.
Check the number status
- Go to Channels, then open WhatsApp.
- Select the number.
- Find Status in Details.
| Status | What to do |
|---|---|
| Live | The number works. Go to the next section. |
| Setting up | Meta has not finished the setup. Select Setup checklist and complete each item. |
| Disconnected or Failed | Meta disconnected the number. Select Reconnect and complete the Facebook steps again. You need the Owner or Admin role. |
Also check Quality and Messaging limit. Meta sets them. The messaging limit is the number of customers that the number can start conversations with each day.
Customer messages do not show in the Inbox
- Open My Inbox, not a channel view or a folder. Check the Closed tab too.
- Send a test message to the number. Use the chat link on the number's Configuration tab.
- If you connected with Connect an existing WhatsApp Business Account, check that the WhatsApp Business app is still active on the phone.
A customer message always goes into the Inbox, even when no workflow replies to it.
You cannot send a reply
The composer says the service window has closed. WhatsApp allows a free-form reply only for 24 hours after the customer's last message. After that, send an approved template, or wait for the customer to message again.
"No approved templates are available." Make a template on the number's Templates tab and submit it to Meta. You can send it after Meta approves it. See Use message templates.
A template is Rejected. Open the number's Templates tab. The row shows Meta's reason. Select Edit and resubmit.
The customer sent STOP. Line stops WhatsApp messages to a customer who sends STOP, STOPALL, UNSUBSCRIBE, CANCEL, END or QUIT.
You cannot attach a file. Files are not available while the service window is closed. Use a template.
Your agent does not reply on WhatsApp
A workflow decides who answers each message. Open the number and find Handled by. Select Edit workflow to check the workflow.
Still not working
Contact support@useline.io. Include the WhatsApp number and the time of a missing message.