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WhatsApp Issues

Having trouble connecting or using WhatsApp with TAB? Here are common problems and solutions.

Can't connect WhatsApp​

Connection popup blocked​

Your browser might be blocking the Meta popup.

Fix:

  • Check for a popup blocker notification
  • Allow popups from TAB
  • Disable ad or privacy blockers for TAB
  • Use a desktop browser — channels cannot be connected from a phone

Your business does not appear in the popup​

The popup only lists Meta Businesses the logged-in Facebook account manages.

Fix: Log in with the Facebook account that is an admin of your Meta Business, or create a new Meta Business in the popup.

The number is rejected as already in use​

The number is registered on WhatsApp or connected to another WhatsApp API provider.

Fix:

  • If it is your WhatsApp Business app number, connect it through the coexistence option in the popup instead — see Coexistence
  • If it is a regular WhatsApp number you no longer need there, delete the account in the app, then try again
  • If it is with another provider, remove it there first

Verification code never arrives​

Fix:

  • Check the number can receive SMS or calls
  • Choose the voice-call option in the popup
  • Wait a few minutes before requesting another code

"Failed to connect WhatsApp"​

TAB could not finish the connection after the popup closed.

Fix:

  1. Close the dialog and click Setup again
  2. Complete every step in the popup and click Finish — closing it early cancels the setup
  3. If it keeps failing, contact support

"WhatsApp signup is not configured"​

Contact support.

Connection stays "Disconnected"​

If the WhatsApp card shows "Disconnected" after setup:

  1. Switch the toggle on the card on
  2. If it switches off again, Meta may have restricted your WhatsApp Business account. Check Meta Business Manager for warnings or a business verification request
  3. Remove the channel and run Setup again

Agent not responding on WhatsApp​

If customers message your WhatsApp number but get no response:

Check connection status​

Go to Channels. The WhatsApp card should show "Connected" with the toggle on.

Check agent is trained​

An untrained agent can't respond. Make sure your agent shows as "Trained."

Check conversation credits​

If you're out of conversation credits, your agent can't respond.

Check the agent is not locked​

After a downgrade, agents over your plan's limit are locked and stop responding. Upgrade or free a slot.

Check for a human takeover​

While a team member has taken over a conversation, the agent does not reply to it until it is handed back. On a coexistence number, replying from the WhatsApp Business app takes over automatically. See Taking over a conversation.

Test the agent​

Try sending a message to your WhatsApp number from a different phone. If it doesn't work:

  • Test the same agent in the Playground
  • If Playground works but WhatsApp doesn't, the issue is the connection

Messages not appearing in Customers​

WhatsApp conversations should show up in your Customers section.

If they're not:

  • Verify the connection is active
  • Check you're looking at the right date range
  • Wait a few minutes for sync
  • Refresh the Customers page

Wrong responses​

If your WhatsApp agent gives different responses than expected:

  • WhatsApp uses the same training as your website widget
  • Test in the Playground to verify agent behavior
  • Update training content if needed

Template rejected​

Meta reviews every template.

Fix:

  • Follow WhatsApp's message template guidelines — no misleading content
  • Make sure the category matches the message (a promotion is Marketing, not Utility)
  • Templates cannot be edited in TAB. Edit the template in WhatsApp Manager (View in Meta) or create a new one

Disconnecting WhatsApp​

To pause the agent:

  1. Go to Channels
  2. Switch the toggle on the WhatsApp card off
  3. Confirm

To remove the channel:

  1. Go to Channels and open the menu on the WhatsApp card
  2. Click Remove Channel
  3. Confirm

After removing:

  • Your agent stops responding to WhatsApp messages
  • Past conversations stay in the Customers section
  • You need to run Setup again to reconnect

Common questions​

Can I use my personal WhatsApp number?

A number can only be on one WhatsApp account. Use a separate number for the agent, or connect the number from your WhatsApp Business app so you and the agent share it.

Can I take over the conversation manually?

Yes. Open the conversation in Customers and click Human takeover; the agent pauses while you reply, and you hand it back when you're done. See Taking over a conversation.

Can the agent send images?

It sends product photos when it recommends products from a connected store, and templates you create can carry an image, video, or document. It does not compose other image or file replies.

Can customers send voice notes and images?

Yes. Voice notes are transcribed and answered; images are read by the agent. Documents, videos, and stickers are not processed.

What happens if WhatsApp goes down?

Customers won't be able to reach your agent via WhatsApp. They can still use your website chat widget.

Still having problems?​

Contact support with:

  • Your WhatsApp Business number
  • The error message or behavior you're seeing
  • What you've already tried