WhatsApp troubleshooting
Common WhatsApp issues and fixes.
Most WhatsApp problems come down to one of a few causes: a closed 24-hour window, a template still under review, a customer who opted out, the AI being paused, or a filter hiding new chats. This page lists the usual symptoms and the exact fix for each.
Find your symptom below, try the fix, and if you are still stuck, head to Getting help.
Quick checklist
Before you dig in, run through these. They solve most cases in seconds.
Check the chat is still open
WhatsApp only lets you send a free reply within 24 hours of the customer's last message. After that, you must send an approved template.
Check the conversation mode
If the AI should be replying but is not, the chat may be in manual mode. Switch it back to autonomous or assisted.
Check your inbox filters
A missing chat is often just hidden by a filter. Clear filters to see everything.
Check the customer has not opted out
If someone asked to stop, MAZZA blocks all sends to them, including manual ones.
I cannot send a message
The most common reason is the 24-hour window. WhatsApp (Meta) only allows free-form replies for 24 hours after the customer's last inbound message. Once that window closes, a plain text reply will be rejected and you will see a message that the reply window has expired.
The fix is to send an approved template instead. Templates are pre-written messages that Meta has reviewed, and they are the only way to start or restart a conversation outside the 24-hour window. Sending one reopens the window so you can chat freely again.
Free text vs templates
Inside the 24-hour window: type any reply you like. Outside it: you must pick an approved template. Learn the full rule in Templates and the 24-hour window.
A template was rejected or is still pending
When you create a template, it goes to Meta for review. It is not usable until Meta marks it Approved. You may see these statuses in the Templates manager:
| Field | Description |
|---|---|
| PendingWait | Meta is still reviewing it. This can take a few minutes to a day. Wait, then refresh. |
| ApprovedReady | Ready to send. It appears in your template picker. |
| RejectedFix and resubmit | Meta declined it. Edit the wording and submit it again. |
| Paused or disabledReview | Meta limited it, often due to low quality or recipient complaints. Review the content. |
If a template is rejected, the usual causes are promotional wording in a utility template, missing or mismatched example values for the blanks, or content that breaks Meta's policy. Adjust the text and resubmit. Meta, not MAZZA, owns the approval decision, so MAZZA cannot speed it up.
Reserved names
Template names that start with mazza_ are reserved for MAZZA system templates (like your team alert) and cannot be created or edited by your team.
The customer has opted out
If a customer has opted out of WhatsApp, MAZZA blocks every send to that number, including templates and manual replies you type yourself. This protects you from messaging people who asked to stop.
You will see a message that the customer has opted out. There is no override. The customer must message you first to re-engage. Once they do, you can reply normally inside the new 24-hour window.
The AI is not replying
If the WhatsApp AI agent has gone quiet, check these two things in order.
Check the conversation mode
Open the chat and look at its mode. The AI only replies in autonomous mode (it sends automatically) or assisted mode (it drafts and you send). In manual mode the AI is paused and you own the thread.
Check for an accidental takeover
When a chat is in autonomous mode and a human sends a reply, MAZZA treats it as a takeover and switches that chat to manual to avoid the AI and a person talking over each other. If the AI stopped right after someone replied, this is why. Switch the mode back to autonomous.
If the AI is silent across every chat, confirm the Messages module is switched on in Settings, Features. If the module is off, the agent will not run.
Where modes live
Each chat carries its own mode, so one customer can be on the AI while another is handled by a person. See Agent modes and human handoff for the full picture.
Media will not send
WhatsApp limits what you can attach, by both file type and size. If a file will not go through, check it against these rules.
Accepted types: images, audio, video, documents (PDF and similar), and text files.
Size limits (set by Meta):
| File type | Maximum size |
|---|---|
| Image | 5 MB |
| Document | 100 MB |
| Video | 16 MB |
| Audio | 16 MB |
If a file is too large, compress it or send a smaller version. If the type is not supported, convert it to an accepted format (for example, export a slide deck to PDF). Very large or unusual files are rejected before they reach the customer.
Read more
See Sending media for tips on attaching files, voice notes, and images.
I am not seeing new messages
If a chat seems to be missing, it is almost always a filter, not a lost message.
- Clear any active filters in the WhatsApp inbox so you see all conversations, not just open or unread ones.
- Check whether the chat was marked resolved. Resolved chats move out of the main view.
- Confirm you are in the right organization if you belong to more than one. Use Switching organizations to check.
If messages truly are not arriving at all, the connection itself may be the problem. Work through WhatsApp messages are not sending and confirm your number is connected in Connecting WhatsApp Business.
Frequently asked questions
Why does my reply say the window has expired?
More than 24 hours have passed since the customer's last message. Send an approved template to reopen the conversation, then continue normally.
How long does template approval take?
Meta decides. It is often quick but can take up to a day. The status shows Pending until Meta finishes. MAZZA cannot speed this up.
Can I message a customer who opted out?
No. Sends to opted-out customers are blocked, including templates and manual replies. They must message you first.
The AI stopped replying to one chat. Why?
A human reply on an autonomous chat pauses the AI and switches that chat to manual. Set the mode back to autonomous to resume the agent.
My image will not attach. What is wrong?
Images must be 5 MB or smaller. Larger files or unsupported types are rejected. Compress the image or convert the file.
Last updated June 2026