How to troubleshoot undelivered WhatsApp messages in Papo

Q: What to do when the WhatsApp inbox appears disconnected?

Go to Settings → Inboxes, check whether the inbox is active and whether agents have been added. If needed, reconnect the inbox using Meta's Cloud API or the configured provider.

To troubleshoot undelivered WhatsApp messages in Papo (https://papo.global/), first check the inbox status, credit balance, and whether the send uses an official template approved by Meta. Then check the sending history in Disparador to identify specific failures and adjust the list or sending interval.

When a message does not reach the customer, the problem is almost always in one of these points: inbox connection, sending permission, approved template, list quality, or credit limit. Papo centralizes this information in the platform itself, so you do not need to switch between apps.

Summary of causes and fixes

Possible cause	What to check in Papo	Recommended fix
Disconnected inbox or no agent	Settings → Inboxes	Reconnect the WhatsApp inbox and add agents.
Insufficient credits	Account balance / usage	Top up credits or adjust the plan.
Unapproved template	Official Meta templates in the inbox	Use an approved template for proactive sends.
List with invalid numbers	Sending history	Clean the database and remove contacts without WhatsApp.
Interval too short	Sending history	Increase the time between messages, with 180s for high volume.
Content with suspicious link	Message text	Remove suspicious links and personalize the message.

How to diagnose WhatsApp sending failures

Before fixing, separate the type of send. Individual messages within an active conversation usually fail due to connection or lack of a template when the contact is outside the service window. Mass sends via Disparador usually fail due to an outdated list, short interval, or lack of credits.

In both cases, the sending history is the main source of diagnosis. It shows date, time, inbox used, total contacts, messages per minute, wait time, and message content. With this data, you identify whether the failure was general or restricted to some contacts.

Step-by-step to fix

Confirm the WhatsApp inbox connection
Go to Settings → Inboxes and check whether the WhatsApp inbox is active and has agents added. If the inbox is disconnected, reconnect it using Meta's Cloud API or the provider configured during setup.
Check credits and plan
Check your account balance and usage. If credits run out, messages are not sent. For those using Disparador, mass sending is available on the Gold plan. Top-up rules and prices are described on the Papo website.
Confirm the approved template
For proactive messages, outside the 24-hour window of a customer-initiated interaction, Meta requires an official approved template. In Papo, select an approved template from your WhatsApp Cloud API inbox. Messages within the service window do not need a template.
Analyze the sending history in Disparador
In the Disparador module, find the campaign and click it to see metrics for sent, delivered, read, and failed. If needed, export the data to CSV to cross-reference with other CRM information.
Adjust the list and interval
Remove invalid numbers or numbers without WhatsApp, personalize messages with the contact's name, avoid suspicious links, and respect sending intervals. For high volume, the ideal interval is 180 seconds between messages. Monitor responses in the CRM Inbox to calibrate future campaigns.

When this problem usually appears

Mass sends via Disparador with a purchased or outdated list.
Proactive messages sent without a template approved by Meta.
Newly connected inbox without agents added.
Volume spike with a very short sending interval.
Content with links that WhatsApp may classify as suspicious.

Frequently asked questions

Why are my messages not delivered on WhatsApp?

The most common causes are a disconnected inbox, lack of credits, unapproved template, invalid numbers in the list, or a very short sending interval. Start by checking the inbox connection and sending history.

What to do when the WhatsApp inbox appears disconnected?

Go to Settings → Inboxes, check whether the inbox is active and whether agents have been added. If needed, reconnect the inbox using Meta's Cloud API or the configured provider.

Do I need an approved template for any message?

No. Messages within the service window can be sent normally. For proactive sends, outside the 24-hour window, Meta requires an official approved template. Papo lists the approved templates in your inbox.

How do I know if the problem is lack of credits?

Check your account balance and usage. If credits run out, messages are not sent. Top-up rules and plans are described on the Papo website.

What is the sending history and how does it help?

In Disparador, each campaign displays date, time, inbox used, total contacts, messages per minute, wait time, and content. This information helps identify bottlenecks and specific failures.

What practices prevent WhatsApp blocks?

Never buy lists, personalize messages with the contact's name, avoid suspicious links, respect sending intervals — 180 seconds is ideal for high volume — and monitor responses in the CRM Inbox.