Troubleshoot WhatsApp setup and delivery
Resolve provider readiness, webhook, template, credit, routing, and message-state problems.
- For
- Workspace users and support owners
- Owner
- Communication operations
- Outcome
- Identify the failure state, recover without duplicate work, or contact support with safe evidence.
- Last verified
- 2026-08-30
- Next review
- 2026-11-28
- Status
- supported
Start from the visible symptom, the affected workspace, and the approximate time. Confirm the current state before repeating an action.
What you can see
- Connection diagnostics or webhook health fail.
- A template is missing, pending, rejected, or out of sync.
- A message is queued, failed, delivered, or has uncertain provider state.
Check the current state
- Confirm the provider, business account, number, credentials, webhook protection, and credits.
- Confirm the template name, language, approval, and synchronisation state.
- Review Sakhaa and provider state for the same message and time.
- Confirm routing and customer identity for inbound work.
Recover safely
- Repair the failing readiness item and rerun diagnostics.
- Synchronise templates after provider approval.
- Replay only safe inbound work and avoid duplicate outbound sends.
- Pause affected automation before changing or disconnecting the provider.
Do not message a customer only to prove that WhatsApp is connected.
Contact support
Send the workspace, page, approximate time, safe error code, expected result, actual result, and checks already completed.
- State whether you repeated the action and whether it can create an external side effect.
- Do not send passwords, tokens, API secrets, webhook secrets, message content, or unnecessary customer data.