WhatsApp Business API issues can be tricky to diagnose because they often involve Meta's approval processes and policies in addition to the Live Bots 365 platform. This guide covers the most common WhatsApp-specific issues.
Issue: Messages are not being delivered
Check that the recipient's number is a valid WhatsApp number. Verify that your WhatsApp Business account is in Good standing in Meta Business Manager. If you are sending outside the 24-hour window, ensure you are using an approved message template. Check the message status in Conversations — a 'Failed' status will include an error code.
Issue: Template was rejected by Meta
Review Meta's rejection reason carefully. Common rejection reasons: promotional language in a utility template, missing opt-out instructions in marketing templates, URL shorteners, or content that violates Meta's policies. Revise the template to address the rejection reason and resubmit.
Issue: WhatsApp account is flagged or restricted
High complaint rates or policy violations can cause Meta to restrict your account. Review your messaging practices — ensure you have consent from all recipients, honor opt-out requests immediately, and avoid sending unsolicited marketing messages. Contact Meta Business Support to appeal restrictions.
Issue: Cannot connect WhatsApp Business account
Ensure you are using a phone number that is not already registered with a personal WhatsApp account. The number must be verified via SMS or voice call during setup. Check that your Facebook Business Manager account has the necessary permissions. Try disconnecting and reconnecting the account in Integrations > WhatsApp.
Issue: Automation is not triggering
Check that the automation is Active (not Paused). Verify the trigger conditions match the actual event. Check if the contact meets any filter conditions you have set. Review the automation log for error messages.