WhatsApp Connection Issues

This guide helps you resolve common problems when connecting your WhatsApp Business account to ABC Sales AI.

Common Connection Issues

Connection Fails During Setup

Issue: You receive an error during the initial WhatsApp Business connection process.

Possible Causes:

1. Incorrect Facebook Business Manager access
2. WhatsApp Business API account not properly configured
3. Authentication token errors
4. Missing Business Verification

Solutions:

1. Verify Facebook Business Manager Access:

   • Ensure you have admin access to your Facebook Business Manager account
   • Confirm the Business Manager account is fully set up
   • Check that you've accepted all terms and policies

2. WhatsApp Business API Configuration:

   • Verify your WhatsApp Business API account is active
   • Ensure your phone number is verified
   • Check that your number isn't connected to another service

3. Authentication Issues:

   • Generate a new authentication token from Facebook Developer Console
   • Verify that your app is properly configured with WhatsApp Business permissions
   • Check that your System User has appropriate permissions

4. Business Verification:

   • Complete Facebook Business Verification if prompted
   • Ensure your business details match exactly on all platforms
   • Wait 24-48 hours after verification before retrying

Connection Drops After Working

Issue: Your WhatsApp connection was working but suddenly stopped.

Possible Causes:

1. Expired authentication tokens
2. API usage limits exceeded
3. Facebook policy violations
4. Payment method issues

Solutions:

1. Token Renewal:

   • Generate and update your authentication tokens
   • Set up permanent tokens where possible
   • Check token expiration dates

2. Usage Limits:

   • Review your WhatsApp API usage in Facebook Business Manager
   • Check if you've exceeded message limits
   • Upgrade your plan if necessary

3. Policy Compliance:

   • Review any notification emails from Facebook/WhatsApp
   • Check your Business Manager account for policy alerts
   • Ensure your message content complies with WhatsApp policies

4. Payment Verification:

   • Verify your payment method is up-to-date
   • Check for any failed payment notifications
   • Update billing information if needed

Messages Not Being Delivered

Issue: Your WhatsApp connection seems active, but messages are not being delivered.

Possible Causes:

1. Template message issues
2. 24-hour message window violations
3. Number formatting problems
4. Recipient opt-out

Solutions:

1. Template Message Issues:

   • Ensure all templates are approved
   • Check that you're using approved templates correctly
   • Verify template parameters match expected format

2. 24-Hour Window:

   • Confirm you're only sending non-template messages within 24 hours of the last customer message
   • Use approved templates for proactive messaging outside the 24-hour window

3. Number Formatting:

   • Ensure all phone numbers are in international format (e.g., +15551234567)
   • Remove any special characters or spaces from phone numbers
   • Verify country codes are correct

4. Opt-Out Status:

   • Check if recipients have opted out or blocked your business
   • Review message delivery logs for specific status codes
   • Respect opt-out requests to maintain good account standing

Still Having Issues?

If you've tried the solutions above and still experience connection problems:

1. Check System Status: Visit our status page to check for any system-wide issues

2. Detailed Diagnostics: Navigate to Settings > Messaging Channels > WhatsApp > Diagnostics to run connection tests

3. Contact Support:Reach out to our technical support team with:

   • Screenshots of error messages
   • Your WhatsApp Business phone number
   • Detailed description of the issue
   • Steps you've already tried

Our AI Support agent is always ready to help with immediate assistance 24/7. For issues requiring human support, escalation to our support team occurs during working hours, with responses typically within 1 business day for standard issues and within 4 hours for critical connection problems.