Troubleshooting

Solutions to the most common problems with the WhatsApp connection through Meta

This guide covers the most common problems with the WhatsApp connection: first the ones that can block the linking process, then the cases where the connected agent doesn't reply.

Problems during the connection

The browser is blocking the Meta window.

Look for the popup-block icon in the browser's address bar
Click it and allow popups from Leader24
Try again by clicking Connect WhatsApp

Connection interrupted

If you close the Meta popup halfway through the process, the state is lost and you have to start over. It's not a problem: start again from Connect WhatsApp and complete the steps without interruptions.

If instead you closed the popup on the last screen, after the final confirmation, the connection most likely succeeded: check the status on the agent's card before redoing everything.

Number already connected to another agent

Each WhatsApp number can be connected to one agent at a time. If the number you're connecting turns out to be already connected:

Go to WhatsApp in the sidebar
Find the agent currently connected to that number
Click Disconnect
Repeat the connection on the desired agent

Connection saved but to be verified

If the agent's card shows "Credentials saved - verify the connection", the link exists but the message-receiving channel (webhook) is not verified yet: the agent may not receive messages.

Open Manage on the agent's card
Use the Test function to verify the connection
If the problem persists, disconnect and repeat the connection process

"Error" status on the connection

If the card shows the Error status, the configuration has a problem (for example an authorization revoked on Meta's side).

Open Manage on the card and verify the connection with the Test
If the error persists, click Disconnect and repeat the connection from scratch
If the number won't reconnect, contact support

After disconnecting

It may take a few minutes before the number becomes available again for a new connection on WhatsApp.

The agent doesn't reply to messages

If the connection is Active but the agent doesn't reply, these are the most frequent causes:

The agent is deactivated

Check that the agent is active in the Agents section. A deactivated agent doesn't reply on any channel.

Reply hours are configured

If for the WhatsApp channel you've set custom hours instead of "Replies 24/7", the agent doesn't reply to messages outside those hours.

Go to WhatsApp in the sidebar
On the agent's card, open the reply hours
Check the configured time slots, or enable Always on (24/7)

The 24-hour window is closed

WhatsApp allows free-form replies only within 24 hours of the customer's last message. After 24 hours, only template messages approved by Meta can be sent (predefined models, used for example for reminders and follow-ups); the agent goes back to replying freely as soon as the customer writes again.

It's a WhatsApp rule, not a malfunction. Note for those who connected the number from the WhatsApp Business app: messages you send manually from the app don't open the window for the agent.

The phone stayed inactive (number connected via the WhatsApp Business app)

If you connected the number from your WhatsApp Business app and the phone stays inactive for about 14 days, Meta disconnects the number and the agent stops receiving messages. Open the app regularly on your phone; if the number has already been disconnected, repeat the connection process.

Customers see the number instead of the company name

At first it's normal: Meta shows the business name instead of the number only after verifying the display name, a review that starts automatically as your number grows. You don't need to do anything: if Meta rejects the name, it will ask you to change it.

Contacting support

If the problem persists:

Note the date and time of the error
Take a screenshot of the connection status
Contact support from the dashboard or write to info@leader24.ai