WhatsApp messages are not arriving

Most problems sit in the connection between Meta and your server. Owner and Company admin check them in Company admin → Sales & integrations → Integrations → WhatsApp.

#Nobody sees the messages

• Only people on the WhatsApp Access list see customer chats, Company admins included. Until someone is added, messages are kept but nobody sees them. See Connect WhatsApp Business.
• Check that Active is ticked and the settings are saved.

#Messages do not reach Dromix

1. Select Test connection. If it says Test failed, check the token and the IDs. A token that is not a permanent System user token stops working after a while.
2. Look at Meta last reached this server …. If the time is old or missing, Meta does not deliver to your server.
3. In Meta, under WhatsApp → Configuration → Webhook, check that the Webhook callback URL and Verify token are exactly the ones Dromix shows, and that messages is subscribed.
4. After New token, paste the new verify token in Meta and verify again.
5. Check that the Meta app is published (Live mode) and that a payment method is set in WhatsApp Manager.

#Replies do not go out

• More than 24 hours after the customer's last message, you can only send an approved template. See Answer WhatsApp customers.
• A template that Meta has not approved yet cannot be sent. See WhatsApp templates and the 24-hour rule.