Why can’t I send a WhatsApp reply?

Yesoma checks the connection, customer, conversation, permissions, and saved reply before it sends anything. If a check fails, the reply stays unsent and Yesoma explains what needs attention.

Match the message you see

“Meta-approved template required”

The 24-hour customer-service window is closed. This does not mean the WhatsApp connection is broken. Yesoma will not send an ordinary AI or typed reply after the displayed expiry. Open Saved templates and look for matching language labeled Meta approved. Apply it, save the exact reply, and choose Review approved template. If no current approved language is available, ask the customer to message your business again; a new inbound message may open a new reply period.

If an approved template becomes unavailable after you edit it, reapply the saved language. Meta approved the template wording and variable positions, not the changed free-form copy.

An approved template can be sent after the ordinary reply period closes, but sending it does not open a new free-form period. Wait for the customer to reply. When their new message appears in the Case, Yesoma shows the new expiry and free-form replies become available again.

“Save and review this WhatsApp reply again”

The draft shown in the browser is not the exact current saved version, or its earlier review can no longer be used. Nothing was sent. Refresh the Case if another tab may have changed it, select Save changes, then choose Review & send again. Do not reuse an older confirmation dialog.

“This customer has opted out of WhatsApp messages”

Do not contact the customer on WhatsApp. An owner, admin, or agent cannot override an opt-out or suppression.

“WhatsApp replies are paused for this workspace”

Incoming messages continue to arrive. Ask a workspace owner or admin to resume replies from Settings → Channels → WhatsApp.

“WhatsApp number does not match”

The Contact's saved WhatsApp number differs from the sender on the exact, verified Meta message for this Case. Yesoma shows both Saved WhatsApp and Verified sender so you can review the difference. Open Customer → Edit contact, enter the verified number in international format with the country code once, and save it. Yesoma does not silently change a customer's number.

“WhatsApp conversation not verified”

The Case does not contain a verified Meta WhatsApp message linked to this workspace. This is a Case-history problem and does not by itself mean the workspace connection is broken. Do not send from this Case; review how the conversation was created or contact support.

“WhatsApp connection needs attention”

Yesoma has detected an actual workspace connection or connection-health problem. Open Settings → Channels → WhatsApp and follow the displayed action. If no safe customer action is available, select Contact support.

“Yesoma could not verify that this reply can be sent. Nothing was sent.”

Refresh the inquiry and try the checks again. Confirm that you are assigned to the inquiry, the saved draft is current, and the reply period is still open. If the message remains, contact support. Do not try to work around it from another Yesoma screen.

This message does not automatically mean the connection is broken. Yesoma may have safely stopped a stale saved reply, a changed conversation, or another send check before contacting WhatsApp. A real connection problem is labeled WhatsApp connection needs attention instead.

“WhatsApp usage is temporarily unavailable”

Yesoma could not verify the workspace allowance, so it failed closed. Wait a moment and retry. The message was not sent, and the error is not treated as zero usage or unlimited usage.

“Delivery status is uncertain”

Do not resend yet. Sending again could contact the customer twice. Yesoma preserves the reply and delivery evidence and disables the ordinary resend action. Use the support or review action on the conversation.

After one hour, Workspace Owners and Admins may choose Prepare another reply. Yesoma does not ask you to inspect the customer's private WhatsApp or claim the earlier message is missing. Instead, you must acknowledge that the earlier message may still arrive and that sending another reply could contact the customer twice. Yesoma records that decision and prepares a fresh composer; it does not send anything automatically. The original delivery stays unresolved so a late Meta update can still reconcile it. If continuing is not worth that risk, keep the hold and contact support.

Other reasons a reply may be unavailable

• The connection is still being verified or is receiving messages only.
• Your role is read-only or you are not authorized for the inquiry.
• The Contact's saved number does not match the verified WhatsApp sender.
• The Case does not contain a verified Meta WhatsApp message.
• You changed the draft after saving or after opening the send review.
• The reply was reviewed from an older browser tab or request.
• The customer has not given the required consent.
• The connection is delayed and Yesoma cannot safely confirm sending.

Yesoma never switches to Email or SMS automatically when WhatsApp is blocked. If you intentionally start another conversation, choose that channel yourself and confirm that contacting the customer there is appropriate.