Check a failed send

  1. Open the message and check its status or error. Record the line number and send time.
  2. In Channels, check the connection and licence expiry. If reconnection is required, follow the instructions for the connection type.
  3. For official WhatsApp outside the window, use an approved template. If it fails, check its language and status, number restrictions and Meta billing.
  4. If a file is unavailable or its type is unsupported, ask the customer to resend it as a document, photo or text.

If the message appears in Dialogs but not in Bitrix24, check the Open Line, queue and employee access.

Send support the line number, time, message direction and visible error.