[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"docs-en-\u002Fen\u002Fdocs\u002Fwhatsapp-inbox-troubleshooting":3},{"id":4,"title":5,"body":6,"category":445,"code_examples":446,"demos":446,"description":447,"extension":448,"meta":449,"navigation":446,"order":446,"path":450,"seo":451,"sitemap":452,"stem":454,"tags":455,"toc":459,"videos":446,"__hash__":460},"docsEn\u002Fen\u002Fdocs\u002Fwhatsapp-inbox-troubleshooting.md","Troubleshoot WhatsApp CRM and Inbox",{"type":7,"value":8,"toc":431},"minimark",[9,13,30,37,42,45,137,143,147,150,163,166,170,206,209,213,216,228,235,239,267,283,287,319,322,326,329,348,351,355,361,372,376,379,399,402,406],[10,11,5],"h1",{"id":12},"troubleshoot-whatsapp-crm-and-inbox",[14,15,16,17,21,22,25,26,29],"p",{},"Start with the message shown in the Chat launcher, ",[18,19,20],"strong",{},"Inbox",", ",[18,23,24],{},"WhatsApp",", or ",[18,27,28],{},"Templates",". Use a team-owned number for testing. Do not ask customers to resend private data.",[14,31,32,33,36],{},"Open ",[18,34,35],{},"WhatsApp CRM"," from the member dashboard.",[38,39,41],"h2",{"id":40},"whatsapp-crm-does-not-open","WhatsApp CRM does not open",[14,43,44],{},"The launcher currently shows the status labels below as written.",[46,47,48,62],"table",{},[49,50,51],"thead",{},[52,53,54,59],"tr",{},[55,56,58],"th",{"align":57},"left","Launcher message",[55,60,61],{"align":57},"What to do",[63,64,65,76,86,96,110,124],"tbody",{},[52,66,67,73],{},[68,69,70],"td",{"align":57},[18,71,72],{},"Menyiapkan Chat",[68,74,75],{"align":57},"Wait for the access check to finish. Do not open many tabs.",[52,77,78,83],{},[68,79,80],{"align":57},[18,81,82],{},"Membuka ruang kerja Chat",[68,84,85],{"align":57},"Wait for the automatic redirect. If it does not move, reload Konektor once.",[52,87,88,93],{},[68,89,90],{"align":57},[18,91,92],{},"Chat belum tersedia",[68,94,95],{"align":57},"The feature is not active for this workspace. Return to the dashboard and contact support if it should be available.",[52,97,98,103],{},[68,99,100],{"align":57},[18,101,102],{},"Akses Chat tidak tersedia",[68,104,105,106,109],{"align":57},"Confirm that you used the correct account and verified its email, then click ",[18,107,108],{},"Coba lagi",".",[52,111,112,117],{},[68,113,114],{"align":57},[18,115,116],{},"Langganan aktif diperlukan",[68,118,119,120,123],{"align":57},"An owner can click ",[18,121,122],{},"Kelola langganan",". Admins, staff, and viewers should contact the workspace owner.",[52,125,126,131],{},[68,127,128],{"align":57},[18,129,130],{},"Chat sedang tidak tersedia",[68,132,133,134,136],{"align":57},"Wait briefly, then click ",[18,135,108],{}," once.",[14,138,139,140,142],{},"If the launcher shows the wrong workspace name, return to Konektor, select the correct workspace, then open ",[18,141,35],{}," again.",[38,144,146],{"id":145},"an-action-is-unavailable","An action is unavailable",[14,148,149],{},"Check your role before treating this as a fault:",[151,152,153,157,160],"ul",{},[154,155,156],"li",{},"owners and admins can connect and manage channels, templates, and quick replies;",[154,158,159],{},"staff can handle Inbox within their agent permissions but cannot change channels;",[154,161,162],{},"viewers can only read conversations and customer data.",[14,164,165],{},"Viewers cannot send, assign, add notes, resolve conversations, or change settings. This is expected behavior.",[38,167,169],{"id":168},"new-messages-do-not-appear","New messages do not appear",[171,172,173,177,183,189,197,200,203],"ol",{},[154,174,32,175,109],{},[18,176,24],{},[154,178,179,180,109],{},"Confirm that the correct number shows ",[18,181,182],{},"Aktif",[154,184,185,186,136],{},"Click ",[18,187,188],{},"Segarkan",[154,190,32,191,193,194,109],{},[18,192,20],{}," and select ",[18,195,196],{},"All",[154,198,199],{},"Clear any active search term or filter.",[154,201,202],{},"Reload the page once.",[154,204,205],{},"Send one message from a team-owned test number if the conversation has never existed.",[14,207,208],{},"Do not send many test messages at once. Record the time of the first message so support can investigate without seeing the conversation content.",[38,210,212],{"id":211},"you-cannot-write-a-regular-reply","You cannot write a regular reply",[14,214,215],{},"Check two things:",[171,217,218,221],{},[154,219,220],{},"If you are a viewer, the reply area is read-only by design.",[154,222,223,224,227],{},"If ",[18,225,226],{},"Window gratis 24 jam customer sudah habis. Kirim pesan dinonaktifkan."," appears, use an approved template.",[14,229,230,231,234],{},"For a conversation outside the 24-hour window, click the document icon, choose an ",[18,232,233],{},"APPROVED"," template, complete the variables, review the preview, then send.",[38,236,238],{"id":237},"a-template-does-not-appear","A template does not appear",[171,240,241,245,250,253,258,261],{},[154,242,32,243,109],{},[18,244,28],{},[154,246,185,247,109],{},[18,248,249],{},"Sinkron dari Meta",[154,251,252],{},"Search for the template by name.",[154,254,255,256,109],{},"Confirm that its status is ",[18,257,233],{},[154,259,260],{},"Confirm that message text appears in the preview.",[154,262,263,264,266],{},"Return to ",[18,265,20],{}," and reopen the template picker.",[14,268,269,270,21,273,21,276,25,279,282],{},"Templates with ",[18,271,272],{},"PENDING",[18,274,275],{},"REJECTED",[18,277,278],{},"PAUSED",[18,280,281],{},"DISABLED"," status are not ready to send. A template without message text also does not appear in the send list.",[38,284,286],{"id":285},"official-connection-setup-is-incomplete","Official connection setup is incomplete",[171,288,289,293,298,305,308,314],{},[154,290,32,291,109],{},[18,292,24],{},[154,294,295,296,109],{},"If the list is empty, click ",[18,297,188],{},[154,299,300,301,304],{},"If an earlier connection did not finish, open ",[18,302,303],{},"Hubungkan WhatsApp"," and continue with the same number.",[154,306,307],{},"Complete authorization and verification.",[154,309,310,311,109],{},"Wait for ",[18,312,313],{},"WhatsApp terhubung",[154,315,316,317,109],{},"Confirm that the channel shows ",[18,318,182],{},[14,320,321],{},"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.",[38,323,325],{"id":324},"a-message-shows-failed","A message shows Failed",[14,327,328],{},"Check that:",[151,330,331,337,342,345],{},[154,332,333,334,336],{},"the channel is still ",[18,335,182],{},";",[154,338,339,340,336],{},"the 24-hour window is open, or the selected template is ",[18,341,233],{},[154,343,344],{},"every template variable has a value;",[154,346,347],{},"the device has a stable internet connection.",[14,349,350],{},"After fixing the cause, resend once and wait for status to change. Do not try repeatedly, because the recipient could receive duplicates.",[38,352,354],{"id":353},"qr-session-problems","QR Session problems",[14,356,357,360],{},[18,358,359],{},"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.",[14,362,363,364,369,370,109],{},"Use ",[365,366,368],"a",{"href":367},"\u002Fen\u002Fdocs\u002Fwhatsapp-official","Official WhatsApp Business"," for the team Inbox managed through ",[18,371,35],{},[38,373,375],{"id":374},"contact-support","Contact support",[14,377,378],{},"Include:",[151,380,381,384,387,390,393,396],{},[154,382,383],{},"the workspace name;",[154,385,386],{},"your role;",[154,388,389],{},"the incident time and time zone;",[154,391,392],{},"the menu you opened;",[154,394,395],{},"the visible status message;",[154,397,398],{},"the last four digits of the test number, if needed.",[14,400,401],{},"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.",[38,403,405],{"id":404},"related-guides","Related guides",[151,407,408,414,420,425],{},[154,409,410],{},[365,411,413],{"href":412},"\u002Fen\u002Fdocs\u002Funified-inbox","Use Unified Inbox",[154,415,416],{},[365,417,419],{"href":418},"\u002Fen\u002Fdocs\u002Fwhatsapp-templates","Manage templates and quick replies",[154,421,422],{},[365,423,424],{"href":367},"Connect Official WhatsApp Business",[154,426,427],{},[365,428,430],{"href":429},"\u002Fen\u002Fdocs\u002Fwhatsapp-session-risk","Understand QR Session risks",{"title":432,"searchDepth":433,"depth":433,"links":434},"",2,[435,436,437,438,439,440,441,442,443,444],{"id":40,"depth":433,"text":41},{"id":145,"depth":433,"text":146},{"id":168,"depth":433,"text":169},{"id":211,"depth":433,"text":212},{"id":237,"depth":433,"text":238},{"id":285,"depth":433,"text":286},{"id":324,"depth":433,"text":325},{"id":353,"depth":433,"text":354},{"id":374,"depth":433,"text":375},{"id":404,"depth":433,"text":405},"whatsapp",null,"Safe recovery steps when Direct Chat does not open, messages are delayed, templates are missing, or sending fails.","md",{},"\u002Fen\u002Fdocs\u002Fwhatsapp-inbox-troubleshooting",{"canonical":450,"title":5,"description":447},{"loc":450,"lastmod":453},"2026-07-18","en\u002Fdocs\u002Fwhatsapp-inbox-troubleshooting",[445,456,457,458],"inbox","direct chat","troubleshooting",true,"LwJT4qmjUOrk9xMk-jpKXHsfZPO2pPpTVR1oMJhi5Ng"]