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Sender Issues

If your sender has been in this state for more than a few minutes, work through these checks:
  1. Verify you completed the full Meta signup flow — you should have seen a confirmation message before being redirected back to Intellixent. If you closed the popup early, the setup did not complete.
  2. Confirm you created a new WhatsApp Business Account — during Meta signup, you must create a new account. Selecting an existing one causes the integration to fail.
  3. Check your phone number selection — in the Meta popup, confirm you clicked Add new number and selected the correct pre-verified number.
  4. Wait and refresh — setup can occasionally take a few minutes. Refresh the page after 5 minutes.
  5. Contact support if the status hasn’t resolved after 30 minutes.
Meta may temporarily rate-limit verification attempts.
  1. Wait 5–10 minutes before retrying verification.
  2. If the problem persists, try using a different phone number — some numbers have issues with Meta’s verification system.
  3. Confirm you’re using a “normal” type number — SIP numbers and special number types are not supported for WhatsApp Business.
An offline sender cannot send or receive messages.
  1. Check for policy violation emails from Meta — high block rates or spam reports can trigger offline status.
  2. Review your quality rating — a low quality rating can cause a sender to go offline. Check the WhatsApp Senders page in your dashboard.
  3. Re-authenticate the connection — if you can’t find a specific cause, contact support to refresh the connection.
Suspension means Meta has detected a policy violation.
  1. Read the error message carefully — it will specify the reason (common causes: spam reports, prohibited content, high block rates).
  2. Stop any problematic campaigns immediately and review Meta’s commerce and messaging policies.
  3. Appeal the suspension through Facebook Business Manager by contacting Meta support with evidence of compliance.

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Template Issues

Review the rejection reason shown on the template and use the table below to resolve it:
Rejection reasonFix
Promotional content in a Utility templateChange the category to Marketing
Missing variable samplesAdd clear, realistic sample values for all variables
URL shorteners usedReplace with full, branded URLs
Aggressive or threatening languageSoften the tone and remove any threatening phrasing
Wrong category selectedChoose the category that accurately reflects your content
After editing, resubmit the template for review.
Meta’s review process can take time, especially for Marketing templates.
  • Marketing templates can take up to 48 hours
  • Complex templates may take longer
If you need the template urgently, create a new template with a different name using simpler content. While waiting, check that your sample values are appropriate — unclear samples can cause delays.
A template is disabled when it receives too many blocks or reports from recipients, lowering its quality score.
  1. Review how you were using the template — were you sending to people who didn’t opt in or expect messages?
  2. Create a revised version with improved content and more targeted audience selection.

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Messaging Issues

Work through these checks:
  1. Number format — recipient numbers must be in E.164 format (e.g., +14155551234, +442071234567). Numbers in any other format will fail silently.
  2. Recipient has WhatsApp — the number must have WhatsApp installed and registered.
  3. Sender status — your sender must show Online in the WhatsApp Senders page. Offline or suspended senders cannot deliver messages.
  4. Daily messaging limits — new senders have limited daily capacity. Check your current tier and whether you’ve hit the limit.
Free-form (non-template) messages can only be sent within 24 hours of the customer’s last message to you. After that window closes, you must use an approved template to re-engage.
  • Check the conversation timestamp to confirm whether the window is still open
  • If the window has closed, send an approved template message to restart the conversation
  1. Verify an assistant is connected to the sender — go to the WhatsApp Senders page and confirm an assistant is assigned.
  2. Check that AI is enabled — the AI Enabled toggle must be on for the sender.
  3. Test the assistant — use the test chat interface to confirm the assistant responds correctly when sent a message directly.
  4. Check for errors — review the conversation for system error messages and check your account’s system logs for issues.

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Quality Rating and Messaging Limits

A drop in quality rating is caused by recipients blocking your messages, reporting them as spam, or simply not engaging.
  1. Identify the problematic campaigns — review which messages triggered blocks or reports.
  2. Improve your targeting — only message contacts who opted in and expect to hear from you. Remove unengaged contacts.
  3. Review message content — ensure every message is relevant, valuable, and doesn’t use aggressive language.
  4. Be patient — quality ratings recover over time as you send well-received messages. Focus on quality over volume.
  1. Wait for the limit to reset — limits use a rolling 24-hour window.
  2. Improve your quality rating — higher quality ratings unlock higher daily limits automatically.
  3. Spread out your sends — instead of sending all messages at once, introduce delays in your automation flows to stay within your daily capacity.

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Connection Issues

  1. Allow popups for the Intellixent domain in your browser settings.
  2. Clear browser cache and cookies, then try again in a private/incognito window.
  3. Try a different browser — Chrome or Firefox typically handle the Meta OAuth popup most reliably.

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Getting Help

If you’ve worked through the steps above and the issue persists, contact support with:
  • Your sender ID
  • The exact error message (copy the full text)
  • The steps you’ve already tried
  • Screenshots if applicable
You can also check the Intellixent status page for any ongoing platform issues and review Meta’s WhatsApp Business documentation for platform-specific policies.