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?
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?
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.
Limits
| 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. |
Error Logs
View delivery errors and API failures at Channels → WhatsApp → Logs. Filter by date range, business number, error type, or recipient phone number.Related Documentation
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.