Whatsapp troubleshooting

Common Troubleshooting Scenarios

Symptom	Likely cause	What to do
No AI reply	Autopilot or per-number AI toggle is off	Check both: org-level Autopilot and the per-number toggle on Channels → WhatsApp.
Message not in inbox	Webhook subscription missing	Go to Channels → WhatsApp and click Subscribe to webhooks if the warning appears next to the number.
Outbound message fails	Delivery error from the platform	Check the error logs for details. Common causes: invalid recipient number, rate limits, or account restrictions.
Template not sent	Template not approved or parameters missing	Verify the template is approved under Channels → WhatsApp → View templates. Check that all required parameters are filled.
Message shows as sent in OpenCX but the customer never receives it	Meta accepted the request but did not deliver it	Check the error logs first. If you see send success without a corresponding delivery signal, review the template category, recent message volume, and any Meta account restrictions in Business Manager.
AI stops replying after a human handled the conversation	The WhatsApp session is still open or handed off in the helpdesk layer	If you use Zendesk Sunshine, make sure the conversation is fully ended in Zendesk, not only marked solved. When testing, start with a fresh customer message after the prior session has closed.

If messages are not arriving in your dashboard, the problem is almost always the webhook subscription — not a platform outage.

Frequently Asked Questions

Why do WhatsApp messages fail even though the template is approved?

Approval is required, but it is not the only delivery check. Meta can still limit or suppress delivery based on template category, conversation health, recipient behavior, or account restrictions. If a template is business-critical, prefer a utility-style template where appropriate and check delivery logs after each send.

Why did the AI reply in OpenCX but not on the customer's phone?

That usually means OpenCX generated the reply, but WhatsApp did not complete delivery. Treat this as a delivery issue first, not an AI issue. Check the WhatsApp logs and your Meta Business Manager status before changing prompts or Autopilot settings.

Area	Detail
Inbound delivery	Instant via webhook.
AI reply	Typically seconds after a short debounce delay.
Session auto-resolution	Approximately 12 hours of inactivity (org-level overrides possible).
Reply window	24 hours from last customer message. After that, only templates can be sent.

Area

Detail

Inbound delivery

Instant via webhook.

AI reply

Typically seconds after a short debounce delay.

Session auto-resolution

Approximately 12 hours of inactivity (org-level overrides possible).

Reply window

24 hours from last customer message. After that, only templates can be sent.

Create WhatsApp Agent

Re-check OAuth, number registration, and webhook subscription.

WhatsApp Flow

Re-check session matching and delivery path.

Messaging Rules

Reply window expired? Check template requirements.

Autopilot And Topics

Verify channel-level Autopilot and topic rules.

Whatsapp troubleshooting

Common Troubleshooting Scenarios

Frequently Asked Questions

Limits

Error Logs

Create WhatsApp Agent

WhatsApp Flow

Messaging Rules

Autopilot And Topics

​Common Troubleshooting Scenarios

​Frequently Asked Questions

​Limits

​Error Logs

​Related Documentation

Create WhatsApp Agent

WhatsApp Flow

Messaging Rules

Autopilot And Topics

Common Troubleshooting Scenarios

Frequently Asked Questions

Limits

Error Logs

Related Documentation