When WhatsApp does not work: line, messages, calls, templates and sign-in

First find out where the chain breaks. Open “Channels” and look at the line status and its term. If the line is connected and the term is running, look for the cause below. A single failed send has its own article, Message not delivered.

  1. Open “Channels”. “Connected” means the line works. “Temporarily offline” often passes by itself. “Reconnection required” and “Disconnected” need action.
  2. Check the line term and the banners above the screen: “The subscription of channel … has ended” means the line must be paid — how.
  3. Find your problem in the questions below. If you cannot, give support the line number, the time, the direction of the message and the visible error.

The WhatsApp Web line went offline or the phone is not reachable

The line works while the phone with WhatsApp is on and the device stays in “Linked devices”. If you removed Dialogs from that list, the line disconnected. Open “Channels” → “Connection” and press “Show QR code”, or “Show a new QR code” if it expired. The scanning order is in WhatsApp Web by QR. To learn about a disconnection at once, switch on the line alerts.

The channel neither receives nor sends messages

Most likely the line term has ended. A banner “The subscription of channel … has ended” shows above the screen, and under “Settings → Payment” the line is marked “Expired”. Issue an invoice as in Trial, payment and the invoice.

The message is in Dialogs but not in Bitrix24

Check that the channel is connected to the Open Line, that the line has a queue, and that the employee is in it and has access. Step by step this is in Connect a Bitrix24 Open Line and Staff access. If a reply from Bitrix24 did not reach the customer, check the message status in Message not delivered.

The message is in Dialogs but there is no chat in amoCRM

Open “Settings → Integrations” and check: the account is “authorized”, the line shows “Connected”, and “Messages in amoCRM” says “Connected”. If it says “Not connected”, press “Connect to amoCRM” next to the line. The order is in Connect WhatsApp to amoCRM.

A call does not ring for the employee

Check in order: the line has the calls option; under “Channels → line gear → Calls” the employees and the distribution are chosen; the employee has Dialogs open and the browser is allowed the microphone. Details are in Set up WhatsApp calls.

Calls go to mobile Bitrix24 instead of Dialogs

If the line’s call settings direct calls to mobile Bitrix24, Dialogs does not show them. Press “Return calls to Dialogs” and test a new call. Details are in Set up WhatsApp calls.

The call took place, but it is not in the CRM

The CRM sees only calls through a connected line. A call from a personal phone that bypasses the line will not reach the CRM. What exactly lands in the deal is in A call in the deal and the CRM feed.

A template is not sent

Look at the template status: only “Approved” can be sent. “Pending” needs waiting, “Rejected” needs fixing, “Paused” and “Disabled” mean choose another. Also check the template language and the number’s limits. Details are in Official templates and Meta problems.

Cannot write: “The free-reply window has closed”

More than a day has passed since the customer’s last message, and plain text cannot be sent on official WhatsApp. Send an approved template. The window rules are in The 24-hour window and templates.

It says the number has no WhatsApp

Check the number in the customer card: it must be in international format. If it is right, the customer may have no WhatsApp or may be unreachable. Contact them another way.

The interface or a template is in another language

The interface language is switched in the header and does not change messages to the customer. A template’s language is chosen separately when it is created; you can filter by it in the template list. More in Language and theme and Official templates.

I cannot sign in to Dialogs

The code did not arrive — see the solution. You signed in but do not see the line or section you need — access is granted by the administrator. The order of granting access is in Staff access.

No notifications or sound for new messages

A notification appears when the Dialogs tab is hidden and the browser allows notifications for the site. Details are in Notifications.

Message Support on WhatsApp · +7 771 682 74 70 · support@tehprof.kz