This guide covers the most common issues with the chat inbox and how to troubleshoot them yourself before contacting support. Go through them in order: most issues can be resolved by adjusting filters, templates, or the connection.
Conversations are live, but analytical views sync periodically. In AI Insights, under the menu in the left sidebar, you’ll see the Last generated date and the Sync AI Insights button. In the Tickets section, you’ll find Refresh.
An active filter may be hiding it. Open the filter panel and check:
- Status: the chat may be Closed while you’re only viewing Open conversations.
- Assignee: it may be assigned to another agent or to the AI.
- Read Status, Channel, and Label: make sure they are set to All.
- Activity: expand the time range (for example, to All time).
Resetting the filters with Clear filters is usually the quickest solution. If the conversation still doesn’t appear, use the search bar to look it up by name or phone number.
If the text field disappears and you see the notice “As per Meta's rules, you cannot send a message…”, it means more than 24 hours have passed since the customer’s last message. Use the Send Template Message button with an approved template to reopen the conversation.
Sending errors or “invalid parameter” errors usually have one of the following causes:
- The template has not been approved (its status is not Approved / Live).
- The variables do not match the approved content (a missing or incorrectly formatted variable can trigger “invalid parameter”).
- There is not enough balance in your Account balance.
- The payment method in Meta Business is not properly configured.
Make sure your Visa or Mastercard credit card is selected as the Default payment method and check that there are no outstanding balances.
To test this, create a test campaign: save it as a draft, wait until it is approved (shown in green), open its options menu, and select Send test campaign. Enter your own phone number with the country code (without the + sign). If the message arrives, everything is working correctly. If it doesn’t, check Meta Business and your payment method.
Each agent can view and perform actions based on their own access permissions. If a team member is missing conversations or actions, make sure they are logged in with the correct account and have the appropriate access.
If messages are neither coming in nor going out, check the API connection:
- Confirm that Dondy is listed as a connected partner. Go to business.facebook.com/latest/settings/whatsapp_account and, under Partners, verify that Dondy appears as connected to the WhatsApp account you created during setup.
- If necessary, reconnect the API. In the Dondy app, go to View more > Settings > WhatsApp API Setup, scroll to the bottom, and disconnect. Then complete the API setup again.
The inbox uses the official WhatsApp API and is only available on the Power Automation and Elite plans. It does not work with the WhatsApp Business app on your phone.
As a result, depending on your plan, messages you send or receive through the phone app may not appear in Dondy Chat, and vice versa.
If the issue persists, gather the relevant information before contacting support: the customer’s phone number, a screenshot of the error, the template name and status, the date and time, and what you expected to happen.
Once you have this information, you can schedule a video call, or you can write directly to the chat if you prefer.
Support meeting with us >
WhatsApp Dondy Support chat >
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