> ## Documentation Index
> Fetch the complete documentation index at: https://docs.intellixent.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp

> Troubleshoot WhatsApp Business sender setup, template approvals, message delivery failures, and quality rating issues.

## Sender Issues

<AccordionGroup>
  <Accordion title="Sender is stuck in &#x22;Creating&#x22; or &#x22;Pending&#x22; status">
    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.
  </Accordion>

  <Accordion title="Verification failed or timed out">
    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.
  </Accordion>

  <Accordion title="Sender shows &#x22;Offline&#x22;">
    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.
  </Accordion>

  <Accordion title="Sender is &#x22;Suspended&#x22;">
    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.
  </Accordion>
</AccordionGroup>

## Template Issues

<AccordionGroup>
  <Accordion title="Template was rejected">
    Review the rejection reason shown on the template and use the table below to resolve it:

    | Rejection reason                          | Fix                                                       |
    | ----------------------------------------- | --------------------------------------------------------- |
    | Promotional content in a Utility template | Change the category to Marketing                          |
    | Missing variable samples                  | Add clear, realistic sample values for all variables      |
    | URL shorteners used                       | Replace with full, branded URLs                           |
    | Aggressive or threatening language        | Soften the tone and remove any threatening phrasing       |
    | Wrong category selected                   | Choose the category that accurately reflects your content |

    After editing, resubmit the template for review.
  </Accordion>

  <Accordion title="Template stuck in &#x22;Pending&#x22; for more than 24 hours">
    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.
  </Accordion>

  <Accordion title="Previously approved template now shows &#x22;Disabled&#x22;">
    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.
  </Accordion>
</AccordionGroup>

## Messaging Issues

<AccordionGroup>
  <Accordion title="Template messages are not reaching recipients">
    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.
  </Accordion>

  <Accordion title="Free-form message fails with a 24-hour window error">
    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
  </Accordion>

  <Accordion title="Customer messages arrive but the AI doesn't respond">
    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.
  </Accordion>
</AccordionGroup>

## Quality Rating and Messaging Limits

<AccordionGroup>
  <Accordion title="Quality rating dropped from High to Medium or Low">
    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.
  </Accordion>

  <Accordion title="Daily messaging limit reached">
    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.
  </Accordion>
</AccordionGroup>

## Connection Issues

<AccordionGroup>
  <Accordion title="&#x22;Login with Facebook&#x22; button does nothing or popup is blocked">
    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.
  </Accordion>

  <Accordion title="Popup closes but sender is not created">
    The Meta signup flow has multiple sequential steps. If you were redirected back without the sender being created:

    1. Return to step 2 of the sender setup and reselect your number.
    2. Complete every step of the Meta popup flow carefully — watch for any error messages inside the popup itself.
    3. If Meta rejected the request, resolve the rejection reason before retrying.
  </Accordion>
</AccordionGroup>

## 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 DialogBot [status page](#) for any ongoing platform issues and review [Meta's WhatsApp Business documentation](https://developers.facebook.com/docs/whatsapp) for platform-specific policies.