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 ConversaLabs. 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