I can't send a text message
The most common: more than 24 hours have passed since the contact's last message, so the window closed and WhatsApp no longer allows free text.
- Write to them with an approved template. How to have them: WhatsApp templates: create, categories, and Meta approval.
- If the template you want to use doesn't appear, it's because it's still pending Meta approval or was rejected. Check its status in Manage templates.
Why this happens: How WhatsApp Business works in the CRM.
Meta won't let me send from the line
A just-connected number can't send until Meta approves its display name. If you see a notice that the name is pending approval, wait for Meta to approve it; until then the line won't send messages.
The sync dropped (coexistence)
If you connected the number in coexistence mode (it stays in the phone app), Meta requires opening the WhatsApp Business app at least every 14 days. Otherwise, the sync stops.
- Open the app on the phone to reactivate it.
- Confirm in CRM > Settings > Lines that the line is still active.
Messages don't come into the CRM
If messages reach the phone but not the CRM, the line probably doesn't have ingestion enabled.
- In CRM > Settings > Lines, check that the line is active and, if you want incoming messages to create prospects, set it as a lead source.
- If the problem is that no leads come in (not just messages), see Leads don't come into the CRM or don't sync.
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