A WhatsApp chatbot can revolutionize customer interactions—until it stops working. From connectivity problems to configuration errors, several factors could disrupt its functionality. Don’t worry; we’ve compiled a comprehensive guide to help you identify the root cause and resolve the issue step by step. Whether it’s a small glitch or a major setup problem, this tutorial will get your chatbot back on track.
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Incorrect Confirmation Token or Callback URL
Sometimes, your WhatsApp chatbot might not work properly due to an incorrect confirmation token or Callback URL. This issue is common when the same Meta app is used across multiple chatbot platforms. In such cases, the wrong settings might be copied over, preventing communication with the WhatsApp API.
How to diagnose it?
1. Open our app and go to the WhatsApp Module > Profile and select the WhatsApp account.
2. On the profile page, you’ll find the Callback URL and Verify Token.
3. Now, go to Meta Developers and open the WhatsApp > Configuration section.
4. Verify that the Callback URL and Verify Token in Meta match exactly with the ones in our platform.
If they don’t match, this is likely the source of the issue.
How to fix it?
1. In Meta Developers, replace the incorrect Callback URL and Verify Token with the correct ones from our platform.
2. After entering the correct details, click Verify and Save.
3. Scroll down to confirm that you are subscribed to the Messages webhook.
Once the changes are saved, your chatbot should be up and running without any issues.
WhatsApp Account Pending Approval by Meta
Your WhatsApp account might still be under review by Meta, which is why the status is showing as “Pending.” This can happen when your account has not yet been fully approved or connected to Meta’s systems.
How to diagnose it?
1. Open the WhatsApp Manager in Meta and ensure your WhatsApp account is selected in the top right corner.
2. In the left sidebar, select Phone Numbers.
3. Look for your WhatsApp number and check the Status. It should say Connected. If it says Pending, this is the cause of the issue.
How to fix it?
This issue likely arises if you haven’t fully completed the connection between your WhatsApp account and our platform. This is especially true if Meta is asking you to upload a certificate to approve the account.
1. Ignore that message from Meta and focus on finishing the connection process instead.
2. Go to Meta Developers, select the app for your chatbot, and navigate to WhatsApp > API Setup.
3. Make sure you complete the following:
- Step 6: Add a payment method.
For further details, check this article.
4. Once completed, scroll to the top of the API Setup page and under Access Token, click Generate Access Token.
On the page that opens, click Continue As, then select Opt in to all current and future WhatsApp accounts. Click Continue and then Save. Skipping this step is most likely what keeps your account in Pending if you have connected it to our app already.
5. Finish connecting your WhatsApp number to our platform by following the instructions in this tutorial.
-Generate the System User, get the Account ID, and paste both in our platform.
– Also, paste the Callback URL and Verify Token we provide on the Webhooks Configuration page and subscribe to the Messages webhook.
-Turn on the application after providing the Privacy Policy.
After these steps, your WhatsApp account should now be connected to our platform. Please allow several hours for Meta to detect that you’re using a verified partner (us) to build your chatbot and approve your account.
No Payment Method Linked to WhatsApp Account
A payment method has not been added to your WhatsApp account, which may restrict its functionality and prevent Meta from approving your account. This step is critical for completing the API setup of your WhatsApp Cloud Account.
Why is a Payment Method Required?
Meta requires a payment method because business-initiated conversations (e.g., proactive messages sent to customers) have a cost. Even if you’re only using a chatbot to respond to customer-initiated conversations, adding a valid payment method is mandatory for account approval. You can learn more about WhatsApp’s pricing structure [here](#).
How to Diagnose It?
1. Open Meta Developers, click on your app, and go to API Setup.
2. If the payment method has not been added or is invalid, a warning message will appear under Step 5: Add a Payment Method.
How to Fix It?
1. In the API Setup section, click on Step 5: Add a Payment Method.
2. You will be redirected to the payment setup page.
3. Add a valid debit or credit card to your account.
4. Rest assured, no charges will be made unless you begin using bulk campaigns or other chargeable features.
After completing this step, your WhatsApp account should be ready for Meta approval, and your chatbot should work seamlessly.
App in Development Mode Instead of Live
Your Meta app is still in development mode and needs to be switched to Live for full operation. Even after completing the API Setup, adding a payment method, configuring the webhooks, generating a token, and connecting your WhatsApp account to our platform, this final step is crucial. Without it, the chatbot might not function as expected.
How to Diagnose It?
1. Verify that everything in the API Setup is correctly configured.
2. Open Meta Developers and navigate to WhatsApp > Configuration (the same page where the webhooks are set up).
3. At the top of the page, look for a toggle switch labeled Development on one side and Live on the other.
4. If the switch is set to Development, your app is not live.
How to Fix It?
1. Toggle the switch from Development to Live.
2. You will be prompted to link a Terms and Conditions and a Privacy Policy page. You can use ours:
- Terms and Conditions: https://planifyx.com/terms-and-conditions/
- Privacy Policy: https://planifyx.com/privacy-policy/
3. Save your changes.
4. Wait a few minutes for Meta to approve the settings.
Once approved, you can turn the switch to Live mode, ensuring your chatbot is fully operational.
System User Token Lacking Permissions
The System User Token does not have the necessary permissions. This could be due to:
1. The token itself being improperly configured.
2. The user who created the token not having the app assigned as an asset.
How to Diagnose It?
To identify the issue, follow these steps:
1. Open Meta Business Settings and navigate to Users > System Users.
2. Select the System User associated with your app and verify its permissions.
3. Check that the app is assigned to this user as an asset with the correct permissions: “WhatsApp Business Management” and “WhatsApp Business Messaging”.
If the app is missing from the list of assets or the token is outdated, this is likely the problem.
How to Fix It?
Step 1: Ensure Correct Asset Assignment
1. Go to Business Settings > Accounts > Apps and find the app associated with your chatbot.
2. Assign the app as an asset to the System User by clicking Add People or Assign Assets.
3. Grant full permissions for WhatsApp Business Management and WhatsApp Business Messaging.
Step 2: Generate a New Token
1. Return to Meta Developers and navigate to App Settings > System Users.
2. Generate a new Access Token for the system user. Ensure you select the necessary permissions during token generation.
3. Copy the new token and save it somewhere safe before closing the page.
Step 3: Update and Reconnect the Token in Our Platform
To ensure everything works correctly, you’ll need to update the token on our platform and reconnect your WhatsApp account. Here’s how:
1. Copy the New Token. After generating the new System User Token, copy it from the Meta Developers platform.
2. Back Up Your Chatbot Configuration (Optional). If you’ve already set up your chatbot, you might want to make a backup before proceeding. Follow this [tutorial](<link>) to export your chatbot settings.
3. Delete the Existing WhatsApp Account. You’ll need to remove the current account from our platform. Navigate to **WhatsApp > Profile. Select your WhatsApp account. Click Logout to remove the account.
4. Add the Account Again. Go to WhatsApp > Add Account in our platform. Provide the new System User Token and your WhatsApp ID. Our app will generate a new Callback URL and Verify Token.
5. Update the Callback URL and Verify Token on Meta Developers. Open Meta Developers, go to WhatsApp > Configuration. Replace the Callback URL and Verify Token with the new values provided by our platform. Save the changes.
6. Verify Webhook Subscription. Ensure you’re subscribed to the messages webhook to complete the setup.
Once permissions and token configurations are corrected, your WhatsApp chatbot should work seamlessly.
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Insufficient Credits in OpenAI API Key
The OpenAI API Key being used for your chatbot does not have sufficient credits to process AI-related requests. If you’re using AI to respond to your messages, it is essential that you provide a valid API key from OpenAI. This key requires credits, which are used for tokens in the AI chatbot. Tokens are units of work that the AI uses to generate responses. If there are insufficient credits, the AI will not be able to process requests, and your chatbot may stop responding as expected.
How to diagnose it?
1. Verify if the issue is with the AI and not the entire chatbot.
Go to the WhatsApp Module > Chatbot and create a new item in your WhatsApp account. Add a simple keyword like “test” and set a basic response like “test completed” in the Caption field. Do not use AI for this response. Save the new item and send the keyword “test” through WhatsApp. If the chatbot responds, this means the issue is specifically with the AI, not the whole system.
2. Check your OpenAI credits. Visit your OpenAI account, then go to Settings > Billing. Here, you’ll find the amount of credit available in your account.
How to solve it?
To resolve the issue:
1. Add more credit to your OpenAI account.
2. You can also enable auto-recharge in OpenAI settings, so your credits are automatically replenished once they reach a specified limit, ensuring this doesn’t happen again. We recommend always maintaining at least 10 USD in credit.
For more detailed instructions on adding credit, please check this tutorial.
The Prompt is Incorrect
If you have enough credits in your OpenAI account but your AI is still not working, it’s possible that the issue lies in the prompt being used. The prompt is the instruction given to the AI that dictates how it should respond to inquiries. There are three common issues that might cause the AI to malfunction due to an incorrect prompt.
AI Training is Not Set as the No Match Template
The No Match Template is used to ensure that the AI can respond to any query, regardless of the keywords used by the user.
How to diagnose it?
Go to the WhatsApp Module > Chatbot, and find the item where the AI training is located. Ensure that under the Is This No Match? field, you select Yes.
Make sure the item is Enabled, and check that “Use AI” is selected under the caption box.
How to fix it?
If you’re setting up the No Match Template for the AI, remember to only have one No Match item enabled per account (this should be the AI). This setting allows the AI to handle responses for queries that don’t match specific keywords.
The Prompt is Too Long
Each AI model has a limit on the number of tokens it can process in a single request. If the prompt exceeds this limit, the AI will not work as expected.
How to Diagnose?
Different models (like GPT-3.5 and GPT-4.0 Mini) have different token limits. For example:
- GPT-3.5: Can handle up to 4,096 tokens.
- GPT-4.0 Mini: Can handle up to 8,192 tokens.
If your prompt exceeds these limits, the AI will not respond.
How to Fix?
Use OpenAI’s tokenizer to measure the length of your prompt for the model you’re using. Check the documentation for each model to confirm the maximum input length. If the prompt is too long, shorten it. You can learn more about AI models and their limits [here](#).
AI Answers Incorrectly
Sometimes, the AI may provide a response, but it’s not what you’re expecting (e.g., short, unhelpful responses). This usually indicates that the prompt isn’t clear or structured well.
How to Fix?
The best practice is to divide the prompt into two parts:
- First part: Instruct the AI to act as an assistant for your business, and set the expectations (e.g., response length, tone).
- Second part: Provide a sample conversation that clearly demonstrates how the AI should interact.
If the instructions aren’t clear enough, the AI might respond, but not as expected.
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