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WhatsApp chatbot not responding
Restore WhatsApp replies when messages are received but no useful response is returned.
What you will learn
- How to validate plan and channel access
- How to test the START link and binding flow
- Which webhook settings to verify in self-hosted deployments
Check channel access first
Open Admin > Chatbot and confirm WhatsApp is enabled. Then verify your current plan includes WhatsApp access.
Retest with the share link
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Open the WhatsApp chatbot link from Admin > Settings.
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Send the prefilled START message exactly as generated.
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Send a follow-up message and confirm a response arrives.
Verify webhook prerequisites
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TWILIO_AUTH_TOKEN is set for signature verification
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TWILIO_WHATSAPP_WEBHOOK_URL matches the Twilio webhook URL (or leave unset to use request URL)
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WHATSAPP_PHONE_HASH_SALT is set so inbound events can be processed
Sandbox fallback (optional)
If you rely on the Twilio sandbox join flow, validate WHATSAPP_SANDBOX_DEFAULT_BUSINESS_ID and WHATSAPP_SANDBOX_TO settings.
Expected outcome
- WhatsApp messages return replies consistently.
- You can identify whether the issue is plan, channel, or webhook configuration.
Common issues
- WhatsApp channel disabled in Chatbot settings.
- Sending a plain message before START binding exists.
- Webhook signature validation failing due to incorrect auth token or URL.
Related articles
Still stuck?
Contact our team and we will help you troubleshoot or plan the next step.
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