Start with one affected message. Record its approximate time, sender inbox, and the customer involved. Check the latest status before sending it again.
Find where it stopped
For a conversation reply, open the message in Inboxes. For a campaign, open its recipient results. For store notifications, inspect that integration’s notification history.
- No request or record: check the trigger, audience, enabled notification, and workspace.
- Waiting or scheduled: review timing, delivery windows, and any sending limits shown.
- Failed: read the error and address that specific cause.
- Sent or accepted: check for later delivery updates; this does not by itself confirm receipt.
- 1Create a channel with New Inbox.
- 2Open the inbox you want to work in.
Check the sender and recipient
Confirm the WhatsApp inbox is connected and the phone number is correct, including the country code. Check the contact’s opt-in or opt-out state and any campaign eligibility filters.
If the composer requires a template, use an approved template for that sender. Confirm the language, variables, and any required header media. An approved template still needs valid values at send time.
Check the source of a store notification
For Salla, a connected store alone is not enough: the corresponding communication request must arrive, the notification must be enabled, and its template must be ready. Use Salla notification setup to review the chain.
Retry with a clear reason
After correcting the cause, use an available retry action or a controlled test. Do not repeatedly send to a customer while the delivery status is uncertain.
If it still fails, prepare a support report with the exact error and a screenshot with private information hidden.