Troubleshooting

Fixes for the most common problems: messages stuck in review, calls not going out, wrong answers, leads not getting messages, and handoffs that didn't arrive.

My message is stuck in review

Meta (WhatsApp) reviews every message. One you write yourself is checked by our team first (With KonvoLead). Meta's review usually takes minutes, sometimes a day.

1. On Templates, click Sync with Meta to fetch the latest statuses. The badge may simply be out of date.
2. Check the status:
   • Draft: it has never been sent to Meta. Open it, then save to send it.
   • With KonvoLead: a message you wrote, waiting for our team to check it before it goes to Meta. Contact us if it has waited more than a day.
   • In Meta review: Meta is reviewing it. You can't edit it until they decide.
   • Rejected by Meta: its reason is on the message. Edit the wording and save to send it again. Common reasons: it starts or ends with a blank, reads like marketing in a utility message, or has example text left in it.
   • Removed from Meta: it was deleted in WhatsApp Manager. Save it again to resubmit.
   • Switched off by Meta: Meta has stopped it being sent. Duplicate it with new wording, or delete it.
3. If it has been In Meta review for more than 48 hours, contact us.

Changing the wording, header, footer or buttons of an Approved message sends it back to review, and it can't be sent until it is approved again. See Message templates.

Calls aren't going out

Open the campaign and click its Call queue tab. See Calling.

1. Is it dialling by itself? If the tab says Calls wait for a person, nobody dials until someone presses Call now. Switch on automatic dialling on the tab, or place each call yourself.
2. Does it say "Not dialling right now"? The reason follows, for example outside calling hours (9:00 to 21:00, inside the campaign's send window if that's narrower). Calls start when the window opens. For any other reason, contact us with the exact words.
3. Are calls scheduled for later? Each shows when it is due and, for another try, try N of M.
4. The Calls wallet. No calls go out when your Calls wallet can't cover a minute. Check Billing.
5. The gap between campaigns. If another campaign contacted the lead recently, the call waits. See Settings.
6. The 72-hour hold. If the lead messaged you in the last 72 hours, the campaign waits so it doesn't interrupt a live conversation.
7. The lead itself. No call goes to a lead who opted out, a lead your team has, someone already on a call with us, or a number on your own sales team.
8. The campaign's channels. A WhatsApp only campaign never calls.

The agent said something wrong

The agent only says what is in your knowledge. A wrong answer almost always means a wrong or missing fact.

1. Open the lead and read the conversation to see exactly what it said.
2. Open Knowledge, then the project, and find the fact. Correct it, switch it to Checked, then click Save and rebuild these answers. A checked fact is never overwritten by a later upload. See Checking facts.
3. If the wrong fact came from a document or website, upload a new version of the brochure or remove the source, so it doesn't come back. See Sources.
4. The agent's answers rebuild by themselves after a change, usually within minutes.
5. Ask the same question with Test the agent to check.

If the agent said something that isn't in your knowledge at all, such as promising a discount or inventing a price, contact us with the lead's name and the time of the message.

A lead isn't getting messages

Open the lead's page and check:

1. Opted out. If they wrote "stop", asked not to be contacted, or replied with an unsubscribe word, campaigns never message or call them again. This is permanent and can't be undone from the dashboard.
2. Not interested. If they replied "no thanks" to an opening message, that campaign stops following up. A new campaign can still reach them.
3. With your team. While a handoff is open, campaigns skip the lead, and anything due in that time isn't sent later. When your team has finished with them, click Mark handoff resolved so future campaigns can reach them.
4. Held back. The Journey card says if a campaign's message is waiting because of the gap between campaigns or the 72-hour hold, and when it will try again. After three holds the lead is skipped for that campaign.
5. The WhatsApp 24-hour window. WhatsApp only lets a business send free text within 24 hours of the buyer's last message. Outside that, only approved messages can be sent, so check the campaign's messages are Approved.
6. The campaign itself. Check it is running, not paused or finished, and that its send window and daily limit allow sending now.
7. Delivery. On the lead's page, an agent message marked not delivered means WhatsApp couldn't deliver it, usually because the number isn't on WhatsApp. Hover for WhatsApp's reason.

If a real buyer messages you, the agent replies whatever the state of the lead, as long as your WhatsApp wallet has money in it and, for buyers who came to you on their own, Inbound is on. Of the people who message you on their own, those it recognises as spam get no reply, and brokers, job-seekers and similar get a short fixed reply instead of the agent.

WhatsApp messages stopped going out

Open the WhatsApp page. The top says where your messages go out from, or why nothing can be sent.

• If your own account's card says Connect again or Can't send, click Connect again and sign in with the same Facebook login.
• Restricted, Paused or Disabled by Meta is Meta's decision about your account. WhatsApp Manager says why.
• No payment method yet: Meta won't deliver template messages until your account has one. Add it in WhatsApp Manager, then click Refresh.

Campaigns that only send WhatsApp messages are paused while the account can't send. Click Resume once it's fixed. See Connecting your own WhatsApp number.

A sales rep didn't get the handoff message

1. On Sales team, check they are a Sales rep, switched to Active, with the number they use on WhatsApp.
2. Check they work on the lead's campaign (their Campaigns tab).
3. On Their WhatsApp messages, check the Lead handoff message is Approved. Until it is, nothing reaches them on WhatsApp.
4. Open their WhatsApp tab to see what was sent to them.
5. On the Handoffs tab, find the lead and click Open, then Remind the rep or Page the next one instead. If it reached nobody, click Page a rep.