Troubleshoot WhatsApp CRM and Inbox

Start with the message shown in the Chat launcher, Inbox, WhatsApp, or Templates. Use a team-owned number for testing. Do not ask customers to resend private data.

Open WhatsApp CRM from the member dashboard.

WhatsApp CRM does not open

The launcher currently shows the status labels below as written.

If the launcher shows the wrong workspace name, return to Konektor, select the correct workspace, then open WhatsApp CRM again.

An action is unavailable

Check your role before treating this as a fault:

• owners and admins can connect and manage channels, templates, and quick replies;
• staff can handle Inbox within their agent permissions but cannot change channels;
• viewers can only read conversations and customer data.

Viewers cannot send, assign, add notes, resolve conversations, or change settings. This is expected behavior.

New messages do not appear

1. Open WhatsApp.
2. Confirm that the correct number shows Aktif.
3. Click Segarkan once.
4. Open Inbox and select All.
5. Clear any active search term or filter.
6. Reload the page once.
7. Send one message from a team-owned test number if the conversation has never existed.

Do not send many test messages at once. Record the time of the first message so support can investigate without seeing the conversation content.

You cannot write a regular reply

Check two things:

1. If you are a viewer, the reply area is read-only by design.
2. If Window gratis 24 jam customer sudah habis. Kirim pesan dinonaktifkan. appears, use an approved template.

For a conversation outside the 24-hour window, click the document icon, choose an APPROVED template, complete the variables, review the preview, then send.

A template does not appear

1. Open Templates.
2. Click Sinkron dari Meta.
3. Search for the template by name.
4. Confirm that its status is APPROVED.
5. Confirm that message text appears in the preview.
6. Return to Inbox and reopen the template picker.

Templates with PENDING, REJECTED, PAUSED, or DISABLED status are not ready to send. A template without message text also does not appear in the send list.

Official connection setup is incomplete

1. Open WhatsApp.
2. If the list is empty, click Segarkan.
3. If an earlier connection did not finish, open Hubungkan WhatsApp and continue with the same number.
4. Complete authorization and verification.
5. Wait for WhatsApp terhubung.
6. Confirm that the channel shows Aktif.

Do not create several connections for the same number. If the authorization window does not open, allow pop-ups for the page and try once more.

A message shows Failed

Check that:

• the channel is still Aktif;
• the 24-hour window is open, or the selected template is APPROVED;
• every template variable has a value;
• the device has a stable internet connection.

After fixing the cause, resend once and wait for status to change. Do not try repeatedly, because the recipient could receive duplicates.

QR Session problems

QR Sessions (advanced) remains in the Konektor dashboard and is not managed in Direct Chat. If a QR code expires, open that menu and create a new code. Scan it directly in WhatsApp and never share the QR image.

Use Official WhatsApp Business for the team Inbox managed through WhatsApp CRM.

Contact support

Include:

• the workspace name;
• your role;
• the incident time and time zone;
• the menu you opened;
• the visible status message;
• the last four digits of the test number, if needed.

Do not send credentials, customer message content, full phone numbers, or screenshots that expose personal data. Support can request more information through a secure channel when necessary.

Related guides

• Use Unified Inbox
• Manage templates and quick replies
• Connect Official WhatsApp Business
• Understand QR Session risks