WhatsApp

Connect a WhatsApp number

A WhatsApp number in Lynomia Chat is a channel, listed under Settings → Inboxes with its own inbox. The connection itself is made with Meta, not with Lynomia Chat: your number lives on Meta's WhatsApp Business Platform, and Lynomia Chat holds the credentials that let it read and write on that number's behalf. What a WhatsApp Business Account is Meta groups your WhatsApp assets into a WhatsApp Business Account, often shortened to WABA. It is not a phone number and not a Facebook page. It is the container that owns your numbers, your message templates and your messaging limits, and it has an id — the WhatsApp Business Account ID — that you will be asked for at least once. Two consequences matter more than the terminology: - Templates belong to the business account, not to the inbox. If two inboxes in Lynomia Chat are two numbers on the same business account, they see and send the same templates. If they are on different business accounts, a template with the same name in each is two separate templates. - One account in Lynomia Chat can hold several numbers and several business accounts. Nothing assumes one of either. The three ways to connect | Route | Use it when | What you supply | |---|---|---| | WhatsApp Cloud — quick setup through Meta | you are connecting a number through Meta and want the connection configured for you | a Meta login with admin rights; you pick the number inside Meta's own window | | WhatsApp Cloud — manual setup | the number is already on the WhatsApp Business Platform, or you manage your own Meta app | Phone Number ID, WhatsApp Business Account ID, a permanent access token | | WhatsApp Business | the number is in use in the WhatsApp Business app on a phone and you want to keep using it there | a Meta login; you confirm on the phone | | Twilio | WhatsApp already runs through your Twilio account | your Twilio credentials | The WhatsApp Business card is shown only when your installation has a Meta app configured for it. If you see only WhatsApp Cloud and Twilio, that is an installation-level setting, not something you can change in your account. See using the WhatsApp Business app and Lynomia Chat on one number. What you need first - Administrator access in Lynomia Chat. Every step below is administrator-only. - A Meta business portfolio you have admin rights on, and a phone number that is not currently signed in to personal WhatsApp and not already connected to another WhatsApp Business Platform account. - For manual setup only: a Meta app with the WhatsApp use case, the number added and verified inside it, and a permanent access token from a Meta system user carrying both whatsapp_business_management and whatsapp_business_messaging. Meta shows that token once — copy it before closing the dialog. Steps 1. Settings → Inboxes → Add inbox → WhatsApp. 2. Choose a route from the table above. 3. Quick setup: choose Connect with WhatsApp Business. Meta's own window opens; log in, choose or add the number, and finish. Lynomia Chat exchanges the result on the server, registers the webhook with Meta and subscribes it. The access token is never handled in your browser. 4. Manual setup: the screen walks you through Meta in four stages — create or select the Meta app, add and verify the number and copy its two identifiers, generate the permanent token, then enter the three values. Verify details checks number access, template access, the webhook callback and the webhook subscription before the inbox is created, and shows you the webhook URL it registered. 5. Choose the agents who will work in this inbox. An agent who is not a member sees nothing of it; administrators see every inbox without being added. 6. Finish. The last screen offers a code to scan with a phone, which opens a chat to the new number — send a test message and watch it arrive in Conversations. After the inbox exists, Settings → Inboxes → the inbox → Account Health reports what Meta says about the number: display phone number, display name and its review status, phone number status, quality rating, business messaging limit, throughput, and the business account's name and id. A worked example A clinic in Kuwait has a landline-free mobile number that has never been on WhatsApp. An administrator opens Add inbox → WhatsApp → WhatsApp Cloud, uses the quick setup, logs in to the clinic's Meta portfolio, adds the number inside Meta's window and verifies it by SMS. Back in Lynomia Chat the inbox appears, two receptionists are added as agents, and the QR code is scanned to send a test "hello" — which lands in Conversations, unassigned, within seconds. Who can do this Administrators only — adding an inbox, viewing Configuration, viewing Account Health and syncing templates. Agents can work in an inbox they are a member of, and cannot change its connection. Limits - A phone number can be connected once in the whole installation. The same number cannot be added to two accounts or two inboxes. - Meta owns the outcomes, not Lynomia Chat. Number registration, display-name review, quality rating, business messaging limit and template approval are all Meta's decisions. Account Health reports them; nothing in Lynomia Chat changes them. - Quick setup can be unavailable when Meta has an issue on its side. The page says so and offers manual setup for eligible numbers. - On Twilio, templates are not managed in Lynomia Chat — the templates page links out to Twilio instead. WhatsApp campaigns also refuse to run on a Twilio inbox: a campaign requires a WhatsApp Cloud number. - Deleting the inbox behaves differently per route. A number connected through quick setup is released from the Meta app on delete, so it can be connected elsewhere. A manually connected number is deliberately left registered, because deregistering it would disable the number on your own Meta app. Move a manual number in Meta, not by deleting the inbox. Related - The WhatsApp 24-hour window - Using the WhatsApp Business app and Lynomia Chat on one number - WhatsApp templates - When WhatsApp does not work If it does not work I only see two provider cards. Your installation has no Meta app configured for the WhatsApp Business app route. Use WhatsApp Cloud, or ask whoever runs your installation. Meta's window finished but no inbox was created. If the message says the setup finished without a WhatsApp phone number that can be connected, the Meta flow ended on a business portfolio with no usable number. Run it again and add a phone number inside Meta's window. "This access token is invalid or expired." The token is not a permanent system-user token, has expired, or is missing one of the two required permissions. Generate a new one and paste it again. The inbox exists but no messages arrive. The webhook is not registered. Open Account Health — if it shows Webhook not configured or a URL mismatch, use Register Webhook there.

The WhatsApp Business app and Lynomia Chat on one number

Most businesses in the Gulf already run WhatsApp from a phone, in the WhatsApp Business app, with one person holding the handset. Meta calls keeping that and connecting the same number to a platform coexistence. In Lynomia Chat it is the WhatsApp Business card under Settings → Inboxes → Add inbox → WhatsApp. It exists so that you do not have to choose between the phone your staff know and an inbox your team can share. Check whether it is available to you first This route is built, and the whole onboarding has been tested end to end against a simulated Meta in a staging rehearsal. It has not been released to production. Two things still have to happen against the real Meta before it goes live: a signup run through Lynomia's own Meta app, and a real WhatsApp Business app number connected and messaging. So treat this article as a description of the route, not an instruction to use it today. If the WhatsApp Business card is not on your Add inbox screen, that is expected — ask whoever runs your installation before planning a migration around it. What it allows | | | |---|---| | You keep the number | no new number, no port, no "message us on our new WhatsApp" | | The phone keeps working | the WhatsApp Business app stays on the handset and stays usable | | Both sides land in one conversation | a reply sent from the phone appears in the Lynomia Chat conversation as an outgoing message, so the history is not split in two | | Your team replies from Lynomia Chat | assignment, labels, canned responses, reports — the same as any other WhatsApp channel | | It is an official Meta connection | the number joins the WhatsApp Business Platform; nothing is scanned, scraped or proxied | A reply typed on the phone reaches Lynomia Chat because Meta sends an echo of it. Each echo is matched by its WhatsApp message id, so a message cannot be duplicated, and Lynomia Chat never re-sends it to the customer. What it does not do - It does not import your past chats. Nothing from before the connection comes across. Meta only allows that synchronisation in the first 24 hours after onboarding, and Lynomia Chat does not implement it at all — so it cannot be turned on later for a number that is already connected either. Your history stays on the phone. - It does not import your contacts. Contacts in Lynomia Chat are created by the messages that arrive after the connection, or by importing them yourself. - It does not change WhatsApp's rules. The number is now a WhatsApp Business Platform number, so the 24-hour window and approved templates apply exactly as on any other WhatsApp channel — including to the phone. - It is not a second channel. One number, one inbox. The phone and Lynomia Chat are two doors into the same conversation, not two conversations. What you need first - Administrator access in Lynomia Chat. - The WhatsApp Business app, version 2.24.17 or later, signed in on the phone that holds the number. - A Meta login with admin rights on the business portfolio you want the number to live under. - The phone in your hand during setup — you confirm the connection on it. Steps 1. Settings → Inboxes → Add inbox → WhatsApp → WhatsApp Business. 2. Read the note on the card, then start the connection. Meta's own window opens. 3. In Meta's window, log in and pick your existing WhatsApp Business app number. 4. Confirm the connection on the phone. Linked devices such as WhatsApp Web are signed out at this point; link them again afterwards if you use them. 5. Back in Lynomia Chat, choose the agents who will work in the new inbox. 6. Send yourself a test message, and send one reply from the phone. Both should appear in the same conversation — the customer's message incoming, the phone's reply outgoing. Who can do this Administrators only. Agents can work in the inbox once they are added to it, from either side. Limits - There is no manual fallback for this route. If the Meta window fails, there is no credentials form to fill in instead. The ordinary WhatsApp Cloud card still has its manual setup, but that is for a number already on the WhatsApp Business Platform. - Deleting the inbox releases the number from the Meta app. Reconnecting means running the flow again, and because history is never imported, the chats from the gap do not come across. - Account Health reports coexistence, it does not control it. The inbox's Account Health tab shows a Coexistence line when Meta says the number is on the Business app as well. That is Meta's own signal. - Everything Meta decides stays Meta's. Display-name review, quality rating and the business messaging limit are reported in Account Health and set by Meta. Related - Connect a WhatsApp number - The WhatsApp 24-hour window - WhatsApp templates - When WhatsApp does not work If it does not work There is no WhatsApp Business card. Either your installation has no Meta app configured for it, or this route is not released on your install yet. Both are installation-level, not account settings. The Meta window finished but no inbox appeared. The flow ended without a number that can be connected. Run it again and pick the WhatsApp Business app number explicitly. Replies from the phone are not showing up in Lynomia Chat. Open the inbox's Account Health tab. If it reports that the webhook is not configured, or shows a URL mismatch, use Register Webhook there. My old chats are missing. They were never imported, and there is no setting that will bring them in. Keep the phone for reference.

The WhatsApp 24-hour window

Almost everything that looks strange about WhatsApp at work comes from one rule, and it is not a Lynomia Chat rule. It is WhatsApp's. When a customer messages you, you can write back freely for 24 hours. After that, the only thing that will send is an approved template. That is the whole rule. Templates, campaigns, automation and most of this section exist because of it. Why WhatsApp has it WhatsApp is the app people keep for family. Meta protects that by making the customer's own message the permission slip: a business may talk freely to someone who has just spoken to it, and otherwise may only send message shapes it has reviewed in advance. Breaking it is not possible — the message simply does not go out. How the clock actually runs - The clock starts at the customer's most recent message in that conversation. - It runs for 24 hours and is per conversation. One customer being inside the window tells you nothing about another. - Nothing you send restarts it. Not a reply, not a template, not a campaign. Only a new message from the customer does. - A customer who messages you at 09:00 and again at 20:00 has pushed the deadline to 20:00 the next day. What changes when it closes | | Window open | Window closed | |---|---|---| | Typing a reply in the conversation | yes, anything | the composer is switched off | | Images, files, voice notes | yes | no | | An approved WhatsApp template | yes | yes — the only thing that sends | | A WhatsApp campaign | yes | yes, it sends a template | | An automation rule that sends a message | yes | the message is created and then fails | | A satisfaction survey | yes | not sent | | A private note | yes | yes — notes are never sent to the customer | When the window is closed, the reply box tells you so: you can only reply using a template message due to 24-hour message window restriction. Use the WhatsApp templates button beside the composer and pick an approved template. If something sends a plain message anyway — an automation rule, a flow, your own integration — that message does not quietly vanish. It appears in the conversation marked Failed to send, with WhatsApp's own explanation underneath: the 24-hour customer service window is closed and no template was used. A worked example A customer asks about a delivery at 11:00 on Sunday. Your agent replies, they talk, the conversation is resolved at 11:20. - Sunday 18:00 — you remember something. The window is open until Monday 11:00, so you type it and send it. - Monday 15:00 — the courier updates you. The window closed four hours ago. Typing is no longer possible. You send your approved order_delivered template instead, and the customer's reply to it opens a fresh 24 hours. - Tuesday — you want to tell 400 customers about a sale. Most are long outside the window, which is why a WhatsApp campaign sends a template rather than a message you type. What this means for how you work - Answer inside the window. It is free-form, it is immediate, and it costs you nothing in review cycles. - Prepare templates before you need them. The moment you need one is the moment you cannot write one — approval is WhatsApp's and takes as long as it takes. See WhatsApp templates. - Do not build your process around reopening the window. There is no way to reopen it from your side. Limits - The window cannot be extended, shortened or switched off. It is not a setting anywhere in Lynomia Chat. - A template is not unlimited either. Meta caps how many unique customers you may message outside the window in a rolling 24 hours — your business messaging limit. It is shown on the inbox's Account Health tab, Meta decides it, and it is shared by every WhatsApp number in the business portfolio. - Lynomia Chat does not warn you that the window is about to close. There is no countdown and no reminder. - Other channels have their own windows, and they are not the same number. A WhatsApp number running through Twilio has the same 24 hours; Facebook, Instagram and TikTok differ. - Resolving or reopening a conversation changes nothing. The window only ever follows the customer's last message. Related - WhatsApp templates - WhatsApp campaigns - Connect a WhatsApp number - Work in the inbox - When WhatsApp does not work If it does not work The composer is greyed out on a conversation I am sure is recent. Check the last incoming message, not the last message. Your own replies do not count. The template button shows nothing. The inbox has no approved templates synced yet. See WhatsApp templates. My automation replies keep failing. The rule fires on something that happens long after the customer wrote — hours later, or on a resolve. Have it send a template, or have it fire on the incoming message instead.

WhatsApp templates

A template is a message WhatsApp has reviewed in advance. It is the only thing you can send to a customer outside the 24-hour window, which makes it the most important thing you will set up after connecting your number. Templates live under Settings → Templates. They belong to the WhatsApp Business Account, not to one inbox: if two of your numbers are on the same business account, both can send the same template. Use one for any message you need to start rather than answer: an order update, an appointment reminder, a payment reminder, a follow-up on a conversation that went quiet. Inside the window you do not need one — type the message. Two categories, and WhatsApp picks the final one | Category | For | Note | |---|---|---| | UTILITY | something that follows from an action the customer took — an order, a booking, an invoice | approved most readily | | MARKETING | offers, announcements, anything promotional | reviewed more strictly, and the usual reason for a rejection | You choose one; WhatsApp decides the final category and may change it. What Lynomia Chat stores afterwards is WhatsApp's answer, not your request. An AUTHENTICATION template — one-time passcodes — cannot be written here at all: WhatsApp writes that kind of body itself and needs an Android package name and signature hash, so a template authored here would be one the product could never send. What a template is made of | Part | Rules | |---|---| | Header | optional; text, image, video or document. A text header is up to 60 characters and may hold one variable | | Message | required, up to 1024 characters | | Footer | optional, up to 60 characters, and no variables | | Buttons | up to ten in total: up to ten quick replies, two website buttons, one call button, one copy-code button. Keep the quick replies next to each other — WhatsApp refuses them scattered among the others | A website button may hold one variable, and it has to come at the end of the address. Variables, and the sample values that are not real Write a variable as {{1}}, {{2}} if you chose numbered variables, or {{order_number}} if you chose named ones. Three rules catch most rejections before they happen: - a variable cannot be the first or last thing in the text; - two variables cannot sit next to each other — put words between them; - numbered variables have to run 1, 2, 3 in the order they appear, and named ones have to be unique lowercase words. Each variable then grows its own sample value box. These are required, and they are what WhatsApp reads when it reviews the template. They are never sent to a customer. The real value is filled in at send time — by the agent in the composer, by you when you build a campaign, or by a flow. For an image, video or document header, WhatsApp wants a sample file rather than text. Upload it in WhatsApp Manager once and paste the handle it gives you into Sample media handle. What gets approved Lynomia Chat checks the structural rules WhatsApp publishes — lengths, component types, variable placement, button counts and samples — before letting you submit, and shows each problem against the field that caused it. That saves review cycles, and it is all it does. Passing those checks is not approval. WhatsApp reviews tone, accuracy and whether the content fits the category, and none of that is a rule anyone can check in advance. In practice, utility messages about a real order get approved quickly; vague promotional copy and anything that promises what you cannot deliver are where rejections concentrate. The starters The builder offers eight starting points at the top. Each one fills the form with a draft in English or Arabic that you then edit. They are not templates, and none of them is approved — WhatsApp reviews whatever you submit, exactly as if you had written it from scratch. | Starter | Category | Carries | |---|---|---| | Order shipped | UTILITY | a tracking link button | | Order delivered | UTILITY | two quick replies | | Delivery delayed | UTILITY | — | | Appointment reminder | UTILITY | confirm and reschedule quick replies | | Payment due | UTILITY | a link to the invoice | | Back in stock | MARKETING | an unsubscribe footer | | Support follow-up | UTILITY | — | | Welcome message | UTILITY | — | Steps 1. Settings → Templates → New template. 2. Pick the WhatsApp inbox. This decides which business account the template is created in. 3. Give it a name — lowercase letters, numbers and underscores. It can never be changed. 4. Type the language code of the template's own text: en_US, ar, and so on. Not the language of your dashboard, and it can never be changed either. 5. Choose the category and whether variables are numbered or named. 6. Write the message, and add a header, footer or buttons if you need them. The preview beside the form redraws as you type, using the same renderer that draws real messages. 7. Fill in a sample value for every variable. 8. Save draft. Nothing has gone to WhatsApp yet. Submit it when you are ready — see the template lifecycle. A worked example A clinic wants to confirm bookings. An administrator opens New template, chooses the Appointment reminder starter, and edits it to appointment_reminder_ar in language ar, category UTILITY. The body becomes a sentence holding the patient's name, the date and the doctor; the samples are a real-looking name, "Sunday 12 October" and "Dr Al-Harbi". Two quick replies go underneath. Saved, submitted, approved in minutes. Who can do this Administrators only, for every part of the templates page. Agents send approved templates from the composer but cannot see or change the template manager. Limits - The name and the language can never change after a template is created. Nothing can rename a template, in Lynomia Chat or at WhatsApp. - Catalogue, carousel, product-list and limited-time-offer components cannot be written or sent here. Neither can a location header or a call-permission button. Templates using them appear in the list but are managed in WhatsApp Manager. - A copy-code sample is capped at 15 characters, stricter than WhatsApp's own limit, because a longer coupon would fail at send time. - There is no template library from Meta to pick from. The starters are Lynomia Chat's own. - Satisfaction survey templates are read-only here. They are managed in the relevant inbox's survey settings. - On a Twilio inbox, templates are not managed in Lynomia Chat. The page links out to Twilio. - A template's quality rating appears on its detail panel only when WhatsApp reports one. There is no quality dashboard and no health score page. - Templates refresh from WhatsApp automatically every few hours, and Sync templates refreshes them now. Related - The template lifecycle - The WhatsApp 24-hour window - WhatsApp campaigns - When WhatsApp does not work If it does not work The page says to connect a WhatsApp inbox. No WhatsApp channel exists yet. See Connect a WhatsApp number. It will not let me save. Read the problems above the fields. The most common are a missing sample value, a variable at the very start or end of the message, and two variables with nothing between them. It says a template with that name already exists. A name has to be unique per language within one business account — including a name WhatsApp is still holding from a template you deleted in the last 30 days. A part of my template cannot be edited. It uses a component Lynomia Chat does not author. Manage that one in WhatsApp Manager.

The template lifecycle

A template passes through two different worlds. It starts in Lynomia Chat as a draft only you can see. Once you submit it, WhatsApp owns its state, and everything after that is WhatsApp's decision reported back to you. Knowing where that line falls explains most of what the template manager will and will not let you do. Before you submit, the template is a draft in Lynomia Chat. WhatsApp has never heard of it. You can rewrite it as often as you like, nothing is reviewed, and deleting it affects nothing anywhere. The list says so plainly: Not submitted for WhatsApp approval. After you submit, WhatsApp holds the template. Its state is whatever WhatsApp says it is. Lynomia Chat reads that state — immediately when WhatsApp sends an update, and otherwise on the refresh that runs every few hours. Nothing in Lynomia Chat can set a template to approved. The states, and what you can change in each | State | What it means | Content | Category | Delete | Submit | |---|---|---|---|---|---| | Not submitted for WhatsApp approval | a draft, local only | yes | yes | yes, locally | yes | | Submitting to WhatsApp | handed over, no answer yet | yes, locally | yes | yes | no | | WhatsApp did not accept the submission | WhatsApp refused the request itself | yes | yes | yes | yes, again | | In review at WhatsApp | WhatsApp is reading it | no | no | yes | no | | Approved | sendable | yes — it goes back into review | no | yes | no | | Rejected by WhatsApp | refused, with a reason | yes | yes | yes | no | | Paused by WhatsApp | temporarily unusable, usually over quality | yes | yes | yes | no | | Disabled by WhatsApp | WhatsApp has taken it out of service | no | no | no | no | | No longer at WhatsApp | the last refresh did not find it | as its last state allowed | as its last state allowed | as its last state allowed | no | A few others come straight from WhatsApp — under appeal, archived, being deleted, deleted, and template limit reached. None of them can be edited from here, and No longer at WhatsApp is Lynomia Chat's own observation rather than a state WhatsApp reports: the last refresh saw that business account's other templates and not this one. Its detail panel tells you when it was last seen and suggests duplicating it. Whatever the state, Duplicate always works. It makes a brand-new draft with a new name, carrying none of WhatsApp's status or history. What never changes WhatsApp treats a template's name and language as its identity, so neither can be edited — not here, not in WhatsApp Manager. There is no rename. If you need a different name, duplicate the template, edit the copy and submit it. And a template in en_US and the "same" template in ar are two separate templates to WhatsApp, each reviewed on its own. Both fields are locked in the builder when you edit, with the reason beneath them, rather than quietly ignored. Editing an approved template costs you something Saving a change to an approved template sends it back to WhatsApp for review. While it is in review it may not be sendable, so a campaign or flow depending on it can stop working for a while. WhatsApp also limits how often you may do this: one change every 24 hours, and ten every 30 days for an approved template. Lynomia Chat warns you before you save. Only the content and, where WhatsApp allows it, the category go to WhatsApp. WhatsApp replaces all of the template's parts with what you send, so there is no partial edit — the complete template goes every time. The category is the awkward one: WhatsApp will not change the category of an approved template. You can only change it while the template is rejected or paused. To move a template from MARKETING to UTILITY, create a new one. Deleting, and the 30-day name block Deleting a draft removes a row in Lynomia Chat and nothing else. Deleting a template WhatsApp holds is a real deletion at WhatsApp: - campaigns and flows that use it stop working, immediately and without warning; - WhatsApp blocks the name for 30 days. You cannot recreate order_shipped under that name for a month, in any language; - if the template has been sent but not yet delivered, WhatsApp may hold it as being deleted for 30 days. When that happens the next refresh brings the template back into your list carrying that state — which is the truth, not an error. A disabled template cannot be deleted at all. That is WhatsApp's rule, and the Delete action is not offered. A worked example Your order_shipped template is approved and used by a flow, and you want to add a tracking button. Edit it, add the button, fill in its sample value and save; Lynomia Chat warns you it goes back into review and you accept. The template now reads In review at WhatsApp, and the flow's Send template node cannot use it while it is there, so it follows its failure path. WhatsApp approves it an hour later and the state updates on its own. Had you instead deleted it and made a new one, the name would have been blocked for 30 days and the flow would have needed editing. Who can do this Administrators only — submitting, editing, deleting and duplicating. Each action is checked on the server as well as hidden in the interface, so an action a state does not allow cannot be forced. Limits - A draft is not a submission. Nothing reaches WhatsApp until you submit it. - Submitting twice is not possible. A submit already in flight is refused rather than creating a second template at WhatsApp. - A template is per language. There is no bundle, and no way to submit several languages at once. - There is no revision history. Lynomia Chat does not keep previous versions of a template's text. - Lynomia Chat cannot appeal a rejection. Appeals happen in WhatsApp Manager; while one is open, the state reads Under appeal here. Related - WhatsApp templates - The WhatsApp 24-hour window - WhatsApp campaigns - When WhatsApp does not work If it does not work Submit is not offered. The template is already at WhatsApp, or a submit is still in flight. Edit is not offered. WhatsApp only allows edits while a template is approved, rejected or paused. The category field is locked. The template is approved. Change the category only while it is rejected or paused, or create a new template. It has been in review for hours. That is WhatsApp's queue. Sync templates will fetch the current state, but it cannot hurry the review.

When WhatsApp does not work

Nearly every WhatsApp problem is one of three things: WhatsApp refused a template, WhatsApp refused a message, or WhatsApp has stopped talking to your number. Each has its own place to look. The common thread is worth saying first: Meta owns these outcomes. Lynomia Chat reports what WhatsApp says and sends what WhatsApp allows. Where that is the answer, this article says so rather than suggesting a setting that does not exist. A template was rejected Open Settings → Templates and click the template. The detail panel shows Why WhatsApp rejected it: the reason WhatsApp returned, and — when WhatsApp sent us an explanation in words — that too. | Reason you are likely to see | What it usually means | |---|---| | The content is promotional in a UTILITY template | you chose UTILITY, WhatsApp read marketing. Make it MARKETING, or make the message genuinely about one transaction | | The variables look wrong | a sample value is implausible, or a variable sits where WhatsApp will not allow one | | The content is incorrect or misleading | the text promises something it cannot guarantee, or does not match what your business does | | A duplicate exists | the same name and language already exist in that business account | What to do: a rejected template stays editable. Fix the text, save, and submit again — you do not need to recreate it, and recreating it under a new name costs you the old one for 30 days if you delete it. See the template lifecycle. Two honest caveats. The words WhatsApp writes about a rejection only arrive with the live status update; if that did not reach us, you will see the reason code alone. And Lynomia Chat cannot appeal a rejection — appeals happen in WhatsApp Manager, and a template under appeal shows as Under appeal here. A message did not send Find the message in the conversation. A message that failed is marked Failed to send, with WhatsApp's own explanation underneath it. | What you see | Why | What to do | |---|---|---| | The 24-hour customer service window is closed and no template was used | the customer last wrote more than 24 hours ago | send an approved template instead. See the 24-hour window | | The composer is greyed out before you even type | same cause | use the templates button beside the composer | | Template not found or invalid template name | the template is not in this inbox's synced list under that name and language, or is no longer approved | check it in Settings → Templates, then Sync templates | | A campaign completed but someone received nothing | the template stopped being approved, a variable rendered empty, or the contact has no usable phone number | see WhatsApp campaigns | | Nothing at all happened, no message appears | the inbox is disconnected — see below | | A failed message can be retried from the conversation once you have fixed the cause. Three causes account for most of the rest: - A variable that renders empty. In a campaign, a contact whose value is blank is skipped entirely. - An automation rule firing too late. A rule that sends a message when a conversation is resolved will often fire outside the window. Have it send a template, or trigger it on the incoming message. - A number WhatsApp has restricted. Check the quality rating and phone number status on Account Health. A number is not connected Open Settings → Inboxes → the inbox → Account Health. It reports what Meta says about the number, and almost every connection problem is visible there. | What Account Health says | Meaning | |---|---| | Webhook not configured, or a URL mismatch | WhatsApp does not know where to deliver messages, so nothing arrives. Use Register Webhook on that tab | | WhatsApp connection needs to be refreshed | Meta could not validate the connection. Reconnect it from the inbox's Configuration tab | | WhatsApp access token needs attention | for a manually connected number: the token has expired or lost a permission. Replace it in Configuration | | Phone number status Flagged, Restricted or Banned | Meta has acted on the number. This is resolved with Meta, not here | | Display name Not approved | the name is refused; messages still send, but the number may show instead of the name | | Health data is not available | Meta did not answer. Try later | If an inbox has failed to authorise repeatedly, Lynomia Chat marks it disconnected, tells you at the top of the dashboard that you will not receive new messages until it is reauthorised, and emails the account's administrators. A worked example Messages stop arriving on Sunday morning. An administrator opens the inbox's Account Health tab and sees Webhook not configured. They press Register Webhook, the banner clears, and they send a test message from their own phone. It arrives in Conversations within seconds. The messages customers sent while the webhook was missing are not recovered — WhatsApp had nowhere to deliver them — so the team works through the conversations that do arrive and follows up with a template where they need to reopen one. Who can do this Administrators only, for everything in this article: Account Health, Configuration, registering a webhook, syncing templates and the template manager. An agent who cannot send sees the symptom but not the cause, so this is the conversation to escalate. Limits - Messages sent while the webhook was missing are gone. There is no backfill and no replay. - Lynomia Chat cannot change a quality rating, a messaging limit, a display-name decision or a template verdict. All four are Meta's. - There is no alert when a template is paused or rejected. The state appears in the template manager; nobody is emailed. - Deleting and recreating an inbox is rarely the fix and can release the number from your Meta app. Reconnect from Configuration first. - A number can only be connected once across the whole installation. If adding it is refused because the phone number is taken, it is already connected somewhere — possibly in another account. When you have a code Where WhatsApp's refusal begins with a number, there is a page about that number. Those are the ones this installation has actually seen; a code with no page here is one nobody here has met, and inventing an explanation for it would be worse than leaving it to WhatsApp's own words. - 131049 — refused for this one person - 131042 — the account cannot be billed - 131053 — WhatsApp could not fetch the file - 131060 — an incoming message WhatsApp will not hand over - 190 — the access token is no longer valid And for the symptoms that carry no code: the number's status · quality and limits · the display name · nothing is arriving · reconnecting a number · the number is already connected · contact information requests · business-scoped contacts · finding a failed message Related - Connect a WhatsApp number - The WhatsApp 24-hour window - WhatsApp templates - The template lifecycle - WhatsApp campaigns