Messaging troubleshooting
WhatsApp message not delivered, 24-hour window closed, template rejected, Instagram messages missing or the AI not replying.
3 min read
Not reaching a client means a missed viewing. This page collects the most common problems on messaging channels and how to fix them. Start by checking the message status; it usually tells you what went wrong.
WhatsApp: reading message status
- If there's a 24-hour window closed warning above the message box, you can't send free text in this conversation.
- Click Templates and choose an approved WhatsApp template. When the client replies, the window reopens for 24 hours.
- If a message shows Failed, hover over or click it to see the reason.
Statuses: Sent, Delivered (reached the phone), Read, Failed.
WhatsApp: common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| "24-hour window closed" | More than 24 hours since the client's last message. | Send an approved template. See WhatsApp rules and quality. |
| Message Failed | The number doesn't use WhatsApp, the country code is missing, or the client has blocked you. | Save the number with +90 (or the right country code); call or try SMS if needed. |
| Sent but never Delivered | The client's phone is off or offline. | Wait; call if it's urgent. |
| Templates not sending | Daily messaging limit reached or quality rating dropped. | Check the quality rating and slow down bulk sends. |
Heads up
Being blocked or reported lowers your quality rating; if it drops too far, your sending limit may be reduced or the number restricted. Don't send bulk marketing messages to people who haven't opted in.
Template rejected
Meta reviews templates by content and category. Common reasons for rejection:
- Wrong category: sending a promotional message as Utility. Anything promotional is Marketing; Authentication is only for verification codes.
- Variable errors: variables like
{{1}}at the very start or end, consecutive variables, or no sample values. - Misleading content: phrases like "unmissable opportunity" or "guaranteed returns". These go against our brand voice anyway.
Fix the template and resubmit. See WhatsApp templates.
The appointment confirmation didn't go out
Confirmations and reminders are sent with approved templates. If the template was rejected or the scenario is switched off, nothing goes out. In Automation, check that the scenario is on and whether its history shows errors. See Automation history and troubleshooting.
Instagram and Facebook
Instagram DMs aren't arriving in the panel
- Your Instagram account must be a professional account linked to your Facebook page.
- Allow access to messages must be switched on in the Instagram app.
- The connection may have dropped; check its status under Settings → Integrations. See Integration troubleshooting.
Messages to an old Messenger or Instagram conversation won't send
Meta applies a 24-hour window to standard messages on Messenger and Instagram too; replies from a human agent are allowed for longer under certain conditions. You may not be able to message a conversation that's been left unanswered for a long time. The best fix is replying quickly, which is where Conversation AI helps.
Conversation AI isn't replying
- Mode: in suggestion mode the assistant drafts a reply but doesn't send it until an agent approves. Check the inbox for suggestions waiting for approval.
- Channel: the assistant only works on the channels switched on during onboarding. Ask your consultant to add a new one.
- Handoff: once a conversation has been handed to a person, the assistant stops replying in it. See Handoff to a human.
- Wrong answers: ask your consultant to update the assistant's knowledge. See Training and knowledge base.
SMS
Turkish characters can affect SMS length, and long messages are counted as several parts. Commercial SMS also needs İYS consent.
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