FAQ & Troubleshooting
By Conversa Labs
By Conversa Labs
Frequently asked questions, common errors (WhatsApp disconnected, pairing, failed payment), limits and anti-ban best practices.
FAQ & Troubleshooting
Overview This section gathers frequently asked questions and fixes for the most common issues in Conversa Labs. If you don't find the answer here, use the Help Center search or check the specific module's category. Prerequisites - None. Step by step 1. Use the search at the top of the Help Center to find your question. 2. Open the matching FAQ or troubleshooting article. 3. If it's about a specific module, go straight to its category. Settings & options - Not applicable — this is a reference section. Use cases - Quickly resolve recurring questions without opening a ticket. - Diagnose common WhatsApp, payment and access issues. Tips, limits & best practices - Before reporting a problem, check the matching troubleshooting article. - Keep the platform and channels up to date. Troubleshooting - I didn't find my question: refine the search or browse the module's category. See also - Frequently asked questions - Common WhatsApp errors - Failed payment
Frequently asked questions
Overview Short answers to the questions that come up most. For details, follow the link to the matching category. Prerequisites - None. Step by step Check the common questions: 1. How do I add an agent? In Settings → Agents, invite by email and set the role. 2. How do I connect WhatsApp? In Inboxes → Add, choose the WhatsApp type (Web or Cloud). 3. Can I have multiple numbers? Yes — each number is an inbox. 4. How do I enable a module? Modules depend on plan/feature; an administrator enables it on the account. 5. How do I change the language? In your profile, under preferences. 6. How do I see reports? In the Reports section, by conversations, agents, teams and more. Settings & options - Most actions live under Settings (account, agents, teams, inboxes). Use cases - Fast onboarding of new users and administrators. Tips, limits & best practices - Standardize roles and teams from the start. - Use labels and attributes to keep data organized. Troubleshooting - I couldn't find a feature: it may depend on plan/feature or your access role. See also - Core concepts - Common WhatsApp errors
Common WhatsApp errors
Overview The most frequent WhatsApp issues involve connection (channel disconnected), pairing (QR/phone) and re-authentication (the session must be redone). Most are fixed by checking the connection and re-pairing. Prerequisites - Administrator access to the WhatsApp inbox. - The number's device/source available to re-authenticate if needed. Step by step 1. Open the WhatsApp inbox and check the connection status. 2. If disconnected, try to reconnect/re-authenticate from the inbox. 3. For WhatsApp Web, rescan the QR code or re-pair by phone. 4. For WhatsApp Cloud, check the credentials and the number's status on Meta. 5. After reconnecting, send a test message to confirm. Settings & options - Connection status: connected, pairing, disconnected, logged out. - Re-authentication: redoes the session when WhatsApp requires it. Use cases - Restore a number that dropped after instability. - Re-pair after swapping/wiping the device. Tips, limits & best practices - Keep the device/source stable and online (for WhatsApp Web). - Avoid practices that trigger blocks (see the limits & anti-ban article). Troubleshooting - QR doesn't show: reload the connection wizard and try again. - Drops right after connecting: check source stability and the gateway webhooks. - Cloud error: verify number, verification and credentials on Meta. See also - Connect WhatsApp Web (QR pairing) - Limits, anti-ban and best practices
Failed payment
Overview A charge can stay pending or fail due to the gateway (declined card), while waiting for the customer's confirmation (PIX/boleto), or because a webhook didn't arrive. Real payment confirmation always comes from the gateway webhook, not the success screen. Prerequisites - A connected gateway (Asaas/Mercado Pago) with a configured webhook. Step by step 1. Open the charge and check its current status. 2. Declined card: ask the customer to try another card or method. 3. PIX/boleto pending: wait for confirmation; resend the link/QR if needed. 4. Paid at the gateway but pending here: check whether the webhook arrived. 5. Confirm the final state in the gateway dashboard if necessary. Settings & options - Webhook: the source of truth for status. It must be active and validated. - Methods: PIX, boleto and card (hosted checkout). Use cases - Recover a sale with a declined card by offering another method. - Resend a PIX charge that expired. Tips, limits & best practices - Never trust the success screen to mark as paid — trust the webhook. - Ensure idempotency when processing gateway events. Troubleshooting - Status doesn't update: check the webhook configuration and signature. - Duplicate charge: verify idempotency by identifier. See also - Connect a gateway (Asaas/Mercado Pago) - Refunds, webhooks and reports
Limits, anti-ban and best practices
Overview WhatsApp enforces limits and policies to fight spam. Respecting sending pace, list quality and content greatly reduces the risk of the number being banned. Prerequisites - A connected WhatsApp number. Step by step 1. Warm up new numbers: start with low volume and increase gradually. 2. Send to people who opted in; avoid purchased lists. 3. Personalize messages; avoid the exact same text in bulk. 4. Control the pace of sends; avoid sudden spikes. 5. Monitor replies and blocks; reduce volume if there are risk signs. Settings & options - Send control: the platform helps moderate the outbound pace per inbox. - Campaigns: use approved templates and variables to personalize. Use cases - Run a WhatsApp campaign without harming the number's health. - Keep consistent follow-ups without abusive bursts. Tips, limits & best practices - Prefer quality over volume: engaged lists convert more and risk less. - Offer an easy opt-out and respect those who ask not to receive. - For WhatsApp Cloud, follow Meta's approved categories and templates. Troubleshooting - Number blocked/temporarily banned: reduce volume, review the list and content, and wait. - Many complaints/blocks: revisit targeting and frequency. See also - Common WhatsApp errors - WhatsApp campaign
Message not sent (status "failed")
Overview Two different problems are often confused: - Disconnected channel: affects every message in that inbox. The number dropped or lost its session — that case is covered in Common WhatsApp errors. - A single message that failed: only that bubble shows the failed status, with the reason right below it. The rest of the conversation keeps working. When a send fails, the platform records the reason returned by WhatsApp (or by the gateway) and marks only that message as failed. So the first step is always to read the reason on the bubble — it points to exactly what to fix. Prerequisites - A connected WhatsApp channel (Cloud or Web). If the channel is disconnected, all messages fail — fix the connection first. - Agent access to the conversation where the message failed. Step by step 1. Open the conversation and find the bubble with the failed status. The error reason appears next to the message. 2. Fix it according to the cause (template, 24h window, media, conversation type — see the table below). 3. Resend the message (or compose a new, corrected one). 4. Confirm with a test message that it went out — the status should change to sent, delivered, or read. Settings & options - Message status: sent, delivered, read, failed. - Failure reason: the platform shows the error returned by WhatsApp/the gateway on the bubble, unchanged — it is your main guidance for the fix. Common causes | Cause | Where it happens | What to do | |---|---|---| | Template not found or invalid | Cloud | Use an approved template (correct name + language) when replying outside the window. | | 24h window closed | Cloud | Reopen the conversation with an approved template; only then send a free-form message. | | Media too large or unsupported type | Cloud and Web | Reduce the file (default limit 40 MB) and use an accepted format (image, video, audio, document). | | Communities only accept text announcements | Web | In a community, send text only (no media, poll, or buttons). | | Interactive feature rejected | Web | Buttons/lists/carousel/flow depend on the gateway and WhatsApp; if rejected, the reason appears on the bubble. | | Native catalog not supported by the provider | non-Cloud | Native product messages are Cloud-only; other providers fall back to the standard product card. | | Number dropped/disconnected | Cloud and Web | Reconnect the channel — see Common WhatsApp errors. | Cloud vs Web - WhatsApp Cloud follows Meta's rules: it has a 24h window and requires an approved template to reopen the conversation. The reason shown on the bubble is Meta's error message, verbatim. - WhatsApp Web does not use approved templates and has no 24h window — every reply goes out as a session message. The reason shown comes from the connected gateway. Lists and flows only render in 1:1 chats; in groups they arrive as text. Use cases - Reopen a Cloud conversation that passed 24h, using an approved template. - Resend media that was rejected for size, after reducing the file. - Understand why a button worked but the list did not show in a group (on Web). Tips, limits & best practices - On Cloud, keep approved templates ready and respect the 24h window. - Avoid media above the upload limit (default 40 MB) and prefer common formats. - On Web, remember that list and flow only show in 1:1 chats; in a group, use buttons or text. - In communities, communicate by text only. - For campaigns and bulk sends, follow Limits, anti-ban & best practices. Troubleshooting - "Template not found or invalid template name" (Cloud): the template you set does not exist, has a different language, or is not approved. Pick an approved template with the correct name and language and resend. - Failure due to expired 24h window (Cloud): more than 24h passed since the customer last replied. Reopen with an approved template; after that the conversation accepts free-form messages again. - Media rejected: the file exceeds the limit (default 40 MB) or the type is not accepted. Reduce the size and use image/video/audio/document in a common format. - Community ("WhatsApp communities only accept text announcements..."): the message had media, a poll, or buttons. In a community, send text only. - Interactive feature rejected (buttons, lists, carousel, or flow): the platform sends these features without a block of its own — WhatsApp and the gateway are what validate them. If a rejection comes back (for example, a permission message from the gateway), the exact text appears on the bubble; follow that guidance or use a compatible format. - Number dropped/disconnected: if many messages fail, the problem is the connection, not the message — see Common WhatsApp errors. See also - Common WhatsApp errors - Limits, anti-ban & best practices - Connect WhatsApp Web (QR pairing)
I'm not receiving notifications
Overview Notifications arrive through more than one channel, and each one is controlled independently: - Browser push: an operating-system alert when the tab is open or in the background. It depends on an active push subscription. - Email: a digest/alert sent to your account email. - In-app: the notifications bell inside the platform (a list with read/unread, mark as read, snooze and delete). - Sound/audio: an audible cue in the dashboard when something new happens. What triggers each notification depends on the event type (conversation assignment, mention, new conversation, new message in an assigned/participating conversation, SLA, and events from other modules such as tasks, CRM, payments and calendar). For each type, you choose separately whether to receive it by email and/or push. If a channel is unchecked for a given type, the notification will not arrive there — and that is usually the reason behind "I'm not receiving notifications". Prerequisites - Being logged in to your account. - A browser with notification permission granted for the platform's address. - The correct, reachable account email (check the spam/junk folder). Step by step 1. Review your per-event-type preferences. In your profile/account, open Notification settings and check, for each event type, whether Email and/or Push are enabled. Save your changes. 2. Allow browser notifications. Grant notification permission to the site and enable push — this registers a push subscription tied to your user. Without an active subscription, push is not delivered. 3. Check email. Confirm the account address and look for recent messages; check the spam folder and add the sender to your trusted contacts. 4. Check volume and sound. Make sure the system/browser sound is not muted and the dashboard's audible cue is enabled. Settings & options - Per-channel, per-type preferences: the email and push selections are stored as separate lists (one for email, one for push). Checking one does not check the other. - Push subscription: each browser/device creates its own subscription. Switching browser, profile or device requires allowing and registering again. - In-app (bell): notifications also appear in the internal list even when push or email are off; there you can mark as read, snooze, or delete. Use cases - Get push for mentions and new messages, but only email for missed SLA. - Keep a tab open to ensure push while you work. - Track everything through the in-app bell and use email only as a backup. Tips, limits & best practices - Browser push is most reliable with one platform tab open. - After switching device or browser, review your preferences and register push again. - Emails can land in spam: marking them "not spam" improves future delivery. Troubleshooting - Permission denied in the browser: the browser is blocking notifications for the site. Open the site settings, switch to Allow and reload the page. - Expired push subscription: push stops arriving even with permission granted. Re-enable it by turning browser notifications off and on to register a fresh subscription. - Email not arriving: confirm the correct account address and check spam/junk; allow the sender. - No sound: check the system/browser mute and whether the dashboard's audible cue is enabled. - Only one event is missing: the channel (email or push) is likely unchecked for that type in your preferences. See also - Notifications (settings) - Frequently asked questions