Troubleshooting
Troubleshooting Chattill onboarding and messaging
Resolve common WhatsApp connection, inbox, automation, payment, storefront, voice and integration issues.
For All users12 min readUpdated
Start with these checks
- Confirm the active organization and connected WhatsApp account.
- Refresh once and reproduce the issue with the smallest safe test.
- Record the time, page, customer or order reference, and expected versus actual behavior.
- Check whether the issue affects one tenant, one number, one browser or everyone.
- Do not resend payments, QR codes, broadcasts or order actions repeatedly while the result is uncertain.
Common symptoms
| Symptom | Check |
|---|---|
| Inbound message missing | Connected account status, correct customer number, Meta webhook health and active tenant. |
| Reply not delivered | Customer-service window, template approval, phone format and message status. |
| Sequence not starting | Published state, account scope, exact trigger, priority and competing sequence. |
| Customer stuck at input | Accepted choices, natural-text fallback, retry limit and human escape path. |
| Payment remains Draft | Provider match, amount, payee, status, reference uniqueness and payment date. |
| Storefront keeps loading | Health and catalogue response, browser console, API authorization and recent deployment. |
| Shipping or COGS shows zero | Product SKU mapping, effective cost rule, destination and actual courier cost configuration. |
| Voice call has no answer | Voice number routing, active settings, provider connectivity, published specialist and call outcome. |
What to include in a support request
- Workspace or organization name
- Affected connected number or storefront, without sharing secret credentials
- Approximate UTC or local time and timezone
- Customer phone or order reference only when needed for authorized support
- Screenshot with secrets and unrelated personal data redacted
- Steps to reproduce and whether retrying changed the result
Related guides
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