- The affected WhatsApp sender and connection mode
- An approximate timestamp and redacted conversation/message identifier
- Access to connection, routing, and delivery evidence
- A Meta business administrator when reauthorization is required
Locate the failure layer
| Layer | Signal | Response |
|---|---|---|
| Account setup | Embedded Signup is unavailable or not configured | Preserve the message and contact WRKZY Support; workspace retries cannot make setup available |
| Meta signup | No code/account/number returned | Complete Meta flow with correct business authority |
| Sender connection | Disconnected or provider unreachable | Open sender details and Connection diagnostics |
| Routing | Inbound reaches wrong/no team inbox | Review primary sender route and assignment preview |
| Template | Rejected, unavailable, or absent for selected sender | Sync sender library and select an approved template |
| Recipient | No consent, restricted, invalid number, or frequency guardrail | Correct eligibility; do not override policy |
| Delivery | Sent but failed/not delivered | Read provider reason and sender quality before retry |
Recover the connection
- Open Settings → WhatsApp.
- Locate the sender and open details.
- Record connection state, setup mode, default status, phone number ID, business account ID, history sync state, and provider reachability.
- Open Connection diagnostics.
- If disconnected, confirm the Meta business user still has authority and reconnect through the supported signup flow.
- If multiple senders exist, confirm the intended one is the default only when appropriate.
- Test inbound routing with a consented internal number.
Do not remove a sender merely because one message failed. Removal can affect campaigns, automations, templates, and team-inbox routing.
Recover template and session sending
Within an open service window, a supported direct message may use the current conversation. Outside it, use an approved template from the connected sender's library. Sync templates in Settings and verify the selected template belongs to that sender. A local draft or rejected template is not sendable.
Recover delivery
Open Settings → Message delivery → WhatsApp. Review sent/delivered/read/failed counts, awaiting updates, default sender, connected sender count, quality rating, unavailable templates, recipient restrictions, and recent provider reasons. Fix the cause first; then retry only the affected eligible recipient or failed campaign rows.
WhatsApp operating chain
- 01GateCustomer permission
Confirm consent and recipient eligibility for the intended message.
- 02IdentityApproved sender
Use the connected business identity and its provider rules.
- 03DecisionSession or template
Choose content allowed for the current conversation window.
- 04EvidenceProvider delivery
Submitted is not delivered; read the provider-backed state.
- 05OutcomeReply and follow-through
Route the response or exception to an accountable owner.
Broad incidents
If quality is Red, several senders disconnect, or many messages fail at once, pause WhatsApp campaigns and customer-facing automations. Do not generate test traffic that worsens quality. Coordinate with the Meta business administrator.
Escalation packet
Provide workspace, sender label/connection ID, phone-number ID and business-account ID, default/routing state, template ID/status, message/campaign ID, approximate time/timezone, diagnostic state, quality rating, and redacted provider reason. Never include access tokens, verification codes, app secrets, or customer message bodies unless authorized.
- Failure layer identified
- Meta authority and sender identity confirmed
- Default and team-inbox routing checked
- Correct sender template/session path used
- Recipient consent/restrictions respected
- Delivery reached a verifiable state