The assistant is not replying
- Check Connect. If the number is disconnected, nothing reaches you. Reconnecting takes a minute.
- Has someone taken the conversation over? The assistant stays quiet while a person has it. Return to bot gives it back.
- Is there anything to reply to? A sticker, a location or a photo with no caption has no words in it. The assistant leaves those for you.
- Is your trial over? When it ends the assistant stops and the conversation moves to your inbox. Messages still arrive and you can still answer by hand.
A customer sent something and it shows as unreadable
Polls and view-once photos are not passed to businesses by WhatsApp — we never receive them. The assistant says so and asks the customer to type instead. There is nothing to fix.
A template was refused
The refusal reason is on the Templates page in plain words. Usually it is promotional wording in a utility message. Edit and submit again — see message templates.
You cannot reply to an old conversation
If the customer’s last message was more than 24 hours ago, free replies have closed. Send an approved template instead. The inbox shows the time remaining while it is open.
Still stuck
Write to support@waba91.com. Include the customer’s number and roughly when it happened — that is enough for us to find the conversation.