WhatsApp Troubleshooting

This page lists common WhatsApp issues and what to check first.

Some WhatsApp issues are controlled by Meta or Twilio rather than Airgentic. If a check refers to Meta Business Manager, WhatsApp Business Account settings, or Twilio connectivity, Airgentic support may need to help investigate.

Text Messages Do Not Receive a Reply

Check:

1. The WhatsApp number is the correct business number for the service.
2. WhatsApp has been fully onboarded for that service.
3. The service is active in Airgentic.
4. The sender registration is complete and online.
5. The message was sent from a normal WhatsApp user account, not from the same business number.
6. The user is messaging the number in WhatsApp, not sending a normal SMS.

If the number was recently onboarded, allow time for Meta/Twilio registration status to update before retesting.

The Reply Is Not Useful or Seems Wrong

WhatsApp uses the same underlying Airgentic service configuration as the website assistant.

Check:

• The relevant website pages, documents, or data sources are indexed.
• The prompt gives the assistant clear instructions for this type of question.
• The question is within the intended scope of the service.
• The assistant is not being asked for information that is missing from the source content.
• Recent content changes have been re-crawled or reprocessed.

Test the same question in the web assistant or admin preview. If the answer is also wrong there, the issue is likely with content, indexing, prompt wording, or service configuration rather than WhatsApp.

Source Links Are Missing

Source links may be missing when:

• The answer did not use source content that produced citations.
• The relevant page or document is not indexed.
• The source page has an unclear title or metadata.
• The prompt asks the assistant to summarise without showing sources.
• The question is too broad for a specific source to be selected.

Try:

1. Ask a more specific question.
2. Check whether the expected source appears in search or admin preview.
3. Review the service's source-link or citation behaviour with Airgentic.
4. Confirm the content has been indexed after recent updates.

Links Are Wrong or Outdated

Check:

• The source page still exists and redirects correctly.
• The document or page title is accurate.
• The crawler has reprocessed changed or moved content.
• The old URL is not still present in the indexed content.
• The answer is not being drawn from an outdated uploaded document.

If the website recently changed structure, ask an administrator to run the appropriate crawl or reindex process.

Voice Notes Are Not Understood

Check:

• The user sent a WhatsApp voice note, not an unsupported attachment type.
• The recording is clear and not too quiet.
• There is minimal background noise.
• The speaker uses terms that are present in the source content or prompt context.
• The voice note is not too long or covering several unrelated questions.

Tips for users:

• Speak clearly and at a moderate pace.
• Ask one question at a time.
• Use specific names, locations, or reference numbers where helpful.
• Send text instead if the environment is noisy.

Live Calls Do Not Connect

Check:

1. Live WhatsApp calling is enabled for the sender.
2. The user is calling from the WhatsApp mobile app.
3. The business number is eligible for user-initiated WhatsApp calling.
4. Meta business verification and messaging-limit requirements have been met, if required.
5. The call is being placed to the WhatsApp business number, not a normal phone call to a different number.

WhatsApp calling availability can depend on Meta eligibility and country-specific rules. Airgentic can confirm the current status for your sender.

The Call Works but No Links Appear in the Chat

During live calls, Airgentic can speak the answer and send written source links into the same WhatsApp thread when source citations are available.

If no links appear:

• The answer may not have used any source citations.
• The question may have been answered conversationally from general instructions.
• The relevant source content may not be indexed.
• The call may have ended before the written follow-up was sent.
• The WhatsApp messaging connection may be unavailable even though call audio worked.

Try asking a source-specific question, such as a question about a known page, policy, product, location, or service. Then check whether a normal text WhatsApp message returns links for the same question.

The Assistant Mishears Users on Calls

Phone and WhatsApp call audio is compressed, which can affect transcription quality.

Try:

• Ask the user to speak clearly and reduce background noise.
• Keep questions short.
• Avoid speakerphone if possible.
• Add common terms, acronyms, locations, and product names to prompts or source content where appropriate.
• Adjust the voice prompt so the assistant asks for clarification when unsure.

If the issue happens repeatedly with the same terms, collect examples and share them with Airgentic support.

The Display Name Looks Wrong

Check:

• The approved WhatsApp display name in Meta Business Manager.
• Whether a pending display-name change is still under review.
• Whether the user is viewing an old chat thread with cached profile information.
• Whether the correct business number was messaged.

Display name approval and updates are controlled by Meta. Changes may not appear immediately for all users.

A User Cannot Message the Number

Check:

• The number is active in WhatsApp.
• The user has entered the number correctly, including country code.
• The user is using WhatsApp, not SMS.
• The user's device or organisation is not blocking WhatsApp.
• The number has not been disconnected, migrated, or reconfigured.

If many users report the same issue, contact Airgentic support so the sender status can be checked.

Insights or Usage Do Not Show WhatsApp Activity

Check:

• The test interaction completed successfully.
• You are viewing the correct account and service.
• Enough time has passed for insights to update.
• The interaction was with the WhatsApp-connected service, not another service or number.
• Filters in the insights screen are not excluding the interaction.

If the interaction appears in WhatsApp but not in insights after a reasonable delay, contact Airgentic support.

What to Send to Support

When reporting a WhatsApp issue, include:

• The service name.
• The WhatsApp business number.
• The approximate date and time of the test.
• Whether the issue happened with text, voice note, or live call.
• The user's question or a summary of it.
• Screenshots of the WhatsApp thread, if appropriate.
• Whether the same question works in the website assistant or admin preview.
• Any recent changes to prompts, content, phone number, Meta settings, or launch materials.

Do not include sensitive personal information unless Airgentic support specifically requests it through an approved channel.

Related Guides

• WhatsApp Overview
• WhatsApp Onboarding Process
• WhatsApp Configuration