Symptom / Need

WhatsApp messages are not being sent, affecting communication with customers.

Context / Scenarios

This issue may occur with both incoming chats and outgoing chats. It’s necessary to perform checks to identify possible failures and resolve them.

Response (Solution / Recommendation)

To identify the source of the issue, follow these steps:

1. Test via Debug
   1. Check if the failure is due to incorrect Routing configuration.
2. Check the WhatsApp line status
   1. Confirm whether the line is active or inactive.
3. Validate the TOKEN status
   • Ensure the token is valid, synchronized, and has the necessary permissions.
   • Use Facebook’s portal to validate the token: https://developers.facebook.com/tools/debug/accesstoken/
   • Verify that the token includes the following permissions:
     • catalog_management
     • business_management
     • whatsapp_business_management
     • whatsapp_business_messaging
4. Procedure to enable permissions (if you don’t have the required permissions):
   • Log in: Access Meta Business with your credentials.
   • Account settings: Go to settings and locate the section related to tokens, API, or authentication.
   • Create a new token: Find the option to generate a new authentication token.
   • Configure permissions: Specify the necessary permissions, limiting them for better security.
   • Generate the token: Follow the instructions to create it.
   • Save the token: Store it securely, as it may only be displayed once.
   • Use the token: Authenticate using the token as instructed by the platform.
   • Revoke or regenerate: If needed, revoke or generate a new token.
5. Perform additional tests
   • Check template synchronization from Manager (if templates are deleted or not syncing, it may be a token issue).
   • Send a message from a test agent in the operation (consider whether the template is TEXT-only or MULTIMEDIA).
6. Review reports
   • Use reporting tools to identify possible errors:
     • Go to Reports > Diagram Reports > Option 9 - CDR Routing interactions and chatbots
     • Search for the chat ID and review the communication path to detect where the failure occurs.
7. Identify the cause
   • If none of the above steps resolve the issue, identify the possible source of the failure and proceed with the appropriate intervention.