WhatsApp troubleshooting
Fix Meta WhatsApp connection, template, and messaging window issues.
Problem
WhatsApp cannot connect, template sends fail, or customer replies do not appear in Messages.
Cause
- Meta WhatsApp not connected or webhook verify token mismatch
- Template not approved or not mapped for use
- Messaging outside an allowed customer care window without a template
- Provider / business verification still pending
Solution
- Re-check Settings → Messaging & Delivery → WhatsApp against the Meta guide
- Use an approved template when required
- Confirm inbound webhooks reach Zyelra
- Retry after Meta verification or template approval completes
When to contact support
Contact support if Meta shows delivered webhooks but Zyelra never receives inbound WhatsApp messages with a verified callback configuration.
Next step
Jump to another problem area if this guide did not resolve the issue.
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