WhatsApp messages are not sending
Fix the most common reasons a WhatsApp message will not go out.
If a WhatsApp message will not send, the cause is usually one of a few things. Work down the list.
Most common: the 24-hour window closed
WhatsApp only allows free-form text within 24 hours of the customer's last message. After that, you must send an approved template. MAZZA will offer the template picker automatically. See Templates and the 24-hour window.
Checklist
Send a template if the window is closed
If you see a session-expired message, switch to an approved template.
Check your template's status
A template must be approved by Meta to use. If it is pending or rejected, it cannot be sent yet. Review it on the Templates tab.
Check if the customer opted out
If a customer has opted out, MAZZA blocks messages to them. This is by design.
Confirm the number is connected
For automation messages, make sure your automation WhatsApp number is connected in Integrations.
Last updated June 2026