Support & Troubleshooting
Troubleshooting WhatsApp Business & Webhooks
Fix WhatsApp Cloud API connection issues: resolve webhook handshake failures, refresh expired Meta tokens, and troubleshoot template message delivery.
Common WhatsApp Integration Pitfalls
Troubleshoot Meta WhatsApp Cloud API connection issues with the following verified solutions:
Step-by-Step Diagnostic Steps
Follow these troubleshooting steps:
- 1. Webhook Verification Handshake: In Meta Developer Portal, verify the Webhook Callback URL is set to `https://api.businessplus.co.ke/v1/whatsapp-webhook` and the Verify Token matches your BusinessPlus token exactly.
- 2. Permanent System User Access Token: Ensure you are using a permanent Meta System User Access Token rather than a temporary 24-hour developer user token.
- 3. Subscribe to Webhook Fields: In Meta Webhooks configuration, confirm that your app is subscribed to `messages` and `message_deliveries`.
- 4. The 24-Hour Customer Service Window: Freeform messages can only be sent within 24 hours of the customer's last message. Outside 24 hours, only approved Meta Message Templates can be dispatched.