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Errors & FAQ

Below are some common issues you may face while using Team Inbox and how to resolve them.

⏱️ 24-Hour Session Window Expired

If you try to send a message after 24 hours of the last customer interaction, you may receive an error.

Reason:
WhatsApp allows free-form messages only within a 24-hour session window.

Solution:

  • Use an approved WhatsApp template message
  • Wait for the customer to send a message again

🚫 Message Sending Failed (Meta Error)

Sometimes messages may fail due to Meta (WhatsApp) restrictions or policy issues.

Reason:

  • Invalid message format
  • Policy violation
  • Account limitations

Solution:

  • Check message content
  • Ensure templates are approved
  • Verify WhatsApp account status

💳 Payment / Billing Issues

Messages may not be sent if your account has billing issues.

Reason:

  • Insufficient balance
  • Payment method failure

Solution:

  • Check billing section
  • Add or update payment method
  • Ensure sufficient balance

Tips

  • Always monitor session window timer
  • Use templates after 24 hours
  • Keep account active and verified

Frequently Asked Questions (FAQ)

1. Can multiple agents reply to the same chat?

Yes, but it is recommended to assign chats to avoid duplicate replies.

2. Can customers see internal notes?

No, internal notes are only visible to your team.

3. How can I send messages after 24 hours?

You must use an approved WhatsApp template message.

4. Can I filter chats easily?

Yes, you can use filters based on tags, agents, and status.

5. What are quick messages?

Quick messages are pre-saved replies used to respond faster.

6. Can I assign chats to a team?

Yes, chats can be assigned to teams and distributed using round-robin.

7. Why is my message not sending?

It may be due to session expiry, Meta restrictions, or billing issues.

8. Can I store customer details?

Yes, using additional fields you can store custom customer information.

9. How do I prioritize important chats?

You can star (highlight) chats to mark them as important.

10. Can I use chatbot and manual chat together?

Yes, you can switch to manual chat anytime when needed.

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