Troubleshoot WhatsApp

Start with one controlled test

Record the business, connected number, customer number, test time and time zone, and the actual error. Test with a separate customer account so you can verify receipt independently.

Connection or registration is incomplete

1. Open Config → WhatsApp Configuration and refresh status.
2. Check that the intended WhatsApp Business Account and phone number are selected.
3. Complete any pending phone selection or registration action displayed. Successful Meta login alone is not proof that registration completed.
4. Check token validity, phone state, quality information, and last error. Reauthorize the intended assets when required.
5. If the Meta flow cannot access an asset, confirm your provider account's access before repeating signup. Do not disconnect a working production number merely to retry a test.

Incoming messages are missing

Send a fresh message to the exact connected number. Confirm the selected business and inbox filters, then refresh the thread. If the message appears only after refresh, distinguish a live-update problem from failed ingestion. If it never appears, inspect connection/registration and escalate the sanitized test details.

Outgoing text or media fails

Check conversation write permission, AI/human handling, and the messaging window. Use Take Over before manual sending when AI handles the interaction. Outside the window use an appropriate approved template. For media, inspect the file/URL validation and actual provider error rather than retrying every format.

A template is missing or rejected

Open Automation → Meta Templates. Check account, language, approval status, rejection reason, and Refresh status. Use Sync Templates for templates already on the connected Meta account. Fill all required variables and media when sending. The current in-app builder does not submit authentication templates; follow the supported management path described in templates.

Automation reports success but the customer has no message

Inspect the workflow run, recipient mapping, template language, and message/delivery status. Check whether an earlier step succeeded before replaying. A successful trigger request is not proof that the whole workflow completed.

Expected result

You identify the failed stage and verify a corrected test on the customer's device. Contact support with sanitized IDs, timestamps, and exact errors, without tokens or unnecessary customer content.