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🟢 Managing WhatsApp Integration with OmniChat: Common Issues and Solutions

šŸ“š This tutorial explains WhatsApp message limitations, error handling, and setup requirements. Learn how to use templates, manage errors, and utilize features like rich messages and chatbot support.

This guide addresses common issues with WhatsApp integration in OmniChat, including message sending restrictions, webhook setup, and troubleshooting. Learn how to handle re-engagement errors, ensure proper message delivery, and utilize rich messages and AI features effectively.

  • You cannot send a WhatsApp message to a user who has sent you a message more than 24 hours ago or has never messaged you before. WhatsApp prohibits this action. Instead, you must use aĀ WhatsApp templateĀ or send anĀ text message. If you encounter an “Error message: Re-engagement,” it indicates this situation.
  • If you does not receive WhatsApp messages make sure you are not assigning the WhatsApp conversations to aĀ departmentĀ and that the WhatsApp number used for testing is not a phone number of a OmniChat admin or agent. Also, make sure you setup correctly the WhatsApp webhook URL.
  • If you can not send messages, an error should appear in the admin area when you try to send a message to the user.
  • We cannot provide support for Twilio or 360dialog configuration, including all related issues.
  • We cannot provide support in getting your WhatsApp account or WhatsApp message template approved.
  • WhatsApp conversations and messages are compatible withĀ queue and routing.
  • If you are testing with the sandbox and after 72 hours you can no longer send messages to your phone number you must link again your phone number to your sandbox.
  • You can sendĀ rich messagesĀ to WhatsApp. If you send chips, buttons or select rich messages, with more than 3 options, you can use theĀ whatsapp=”Your menu text”Ā shortcode attribute to set the text of the WhatsApp message menu.
  • TheĀ follow-up messageĀ is supported, but the message is always sent, also if an agent replies.
  • TheĀ offline messageĀ is supported, but the timetable is not sent.
  • The chatbot is supported. TheĀ human takeoverĀ feature is also supported. To enable the Dialogflow chatbot support for audio messages, activateĀ Settings > Artificial Intelligence > OpenAI > Speech recognition

  • The supported AI features includeĀ language detetction,Ā spelling correction,Ā multilingual via translation,Ā Google search.If you have additional doubts, remember that you can always contact us.

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