The notice didn't arrive
The notice didn't arrive
Open the customer’s conversation and look for the notice note. It says what happened:
- no one was assigned — the assignment pool is empty, or the person picked is inactive. Fix: add active people to the pool.
- the assignee has no WhatsApp number for notifications — Fix: add one in Settings → User Management → Users, or on the tool for that person.
- no WhatsApp line is available to send it — no sending line on an SMS or Messenger tool, or the saved line was disconnected. Fix: choose a Sending line.
- the template is not approved by Meta on this line — the template is pending, rejected or not created on the sending line’s account. Fix: see the next item.
- the assignee’s number opted out of messages — Fix: use a different number for that person.
- …failed: error — Meta refused the send. Fix: check the number is a real WhatsApp number and the line is healthy.
- No notice note at all — the notice is off on this tool, or on SMS the agent runs on Aurora. Fix: turn on WhatsApp notification; use a Lumina agent.
- sent but the person didn’t see it — the note means Meta accepted it, not that it was delivered. Fix: check the person’s phone and that the number has WhatsApp.
The template is pending or rejected
The template is pending or rejected
Pending Meta review usually clears in minutes to a few hours. Until then every notice is skipped.Rejected by Meta shows Meta’s reason. With the default template that’s rare; with your own template, fix it in WhatsApp templates and resubmit, or switch to Default template.Not registered on an account means the default template was never created there. Fix: Create template — it needs WhatsApp write permission.
The notice works on one line but not another
The notice works on one line but not another
Templates are approved per WhatsApp Business Account. A line on a second account needs its own approved template.Fix: press Create template on that account’s row too.
The person replied to the notice and nothing happened
The person replied to the notice and nothing happened
Working as designed. Replies to the notice are not read.Fix: they reply to the customer from the platform, using the link in the notice.
The link shows a dash
The link shows a dash
The conversation has no client, so there’s nothing to link to. Find it in CRM → Conversations.
Still stuck
Contact support
Include the Handoff tool’s name, the conversation, and the exact notice note you see on it.