> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dialtu.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> When a human handoff notice doesn't arrive or its template isn't approved

<AccordionGroup>
  <Accordion title="The notice didn't arrive" icon="bell-slash">
    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.
  </Accordion>

  <Accordion title="The template is pending or rejected" icon="hourglass">
    **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.
  </Accordion>

  <Accordion title="The notice works on one line but not another" icon="code-branch">
    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.
  </Accordion>

  <Accordion title="The person replied to the notice and nothing happened" icon="reply">
    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.
  </Accordion>

  <Accordion title="The link shows a dash" icon="link-slash">
    The conversation has no client, so there's nothing to link to. Find it in **CRM → Conversations**.
  </Accordion>
</AccordionGroup>

## Still stuck

<Card title="Contact support" icon="life-ring" href="mailto:support@dialtu.com">
  Include the Handoff tool's name, the conversation, and the exact notice note you see on it.
</Card>


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