Omnichannel troubleshooting
The messages you can meet in the inbox, WhatsApp, leads and social, what they mean and how to fix them.
Messages and fixes
| Message | What it means | What to do |
|---|---|---|
| 'Type a message.' | The reply box is empty. | Type the text. |
| 'WhatsApp only allows free text within 24 hours of the customer's last message. Send an approved template instead.' | The 24-hour window is closed. | Click Send Template, or wait for the customer to write. |
| 'WhatsApp only allows media within 24 hours of the customer's last message.' | You attached a file outside the window. | Send a template first. |
| 'Files up to 16 MB can be sent.' | The attachment is too large. | Compress it or send a link. |
| 'The file is empty.' | The chosen file has no content. | Choose another file. |
| 'Fill in {{2}} before sending.' | A template variable is blank. | Fill every variable box. |
| 'Only an approved template can be sent.' | The template is draft, pending or rejected. | Use Sync status, or submit it. |
| 'Consent: <reason>. Marketing templates need the contact's opt-in.' | The contact has not agreed to marketing. | Record consent in Marketing, or use a utility template. |
| 'This contact is blocked. Unblock them to reply.' | You blocked this contact. | Use Unblock, then reopen the conversation. |
| 'Conversation not found.' | The conversation is not in your scope. | Ask a supervisor with omni.inbox.all. |
| 'That person is not in this company.' | You assigned someone from another company. | Choose a member of this company. |
| 'Choose the team.' | A transfer needs a team. | Pick one. |
| 'Name the customer.' | A quotation needs a customer name. | Type one. |
| 'Add the products for the order.' | A sales order has no lines. | Add at least one product. |
| 'Choose the type.' | The ticket type is not one the system accepts. | Use Support ticket, Complaint, Warranty, Return or Service. |
| 'Qualify the lead (Convert > Create Opportunity) before moving it past this stage.' | A plain lead cannot jump to that stage. | Create an opportunity first. |
| 'Signature check failed.' | A live webhook call is unsigned or the secret is wrong or missing. | Enter the app secret on the account and check the platform. |
| 'Verification failed.' | The verify token does not match. | Copy the token from the account. |
| 'Not found.' | The webhook address is unknown, inactive or was replaced. | Use the current Callback URL. |
| 'Choose a strategy.' | An unknown lead strategy was sent. | Pick from the list. |
| 'Give at least a name, an email or a phone number.' | Add lead is empty. | Enter one of them. |
| 'This submission has already been converted.' | The lead already exists. | Open it from Lead Inbox. |
| 'The author cannot approve their own post.' | You wrote this post. | Another approver signs. |
| 'Choose at least one channel.' | A post has no channel. | Tick a channel. |
| 'Write a caption or add media.' | A post is empty. | Add text or media. |
| 'Choose when to publish.' | You scheduled without a time. | Enter date and time. |
| 'A post under review or published cannot be edited.' | The post is locked. | Duplicate it. |
| 'Used by POST-00003 - remove it from those posts first.' | Media is still in use. | Remove it from the post first. |
| 'Choose an audience or contact tags.' | A broadcast has no recipients. | Choose an audience or tags. |
| 'Only a draft or scheduled broadcast can be changed.' | The broadcast was already sent. | Create a new one. |
| 'You do not have permission for this action.' | Your role lacks the permission. | Ask an administrator. |
Still stuck
Check Configuration > Webhooks for deliveries that failed, and the account's last error under Configuration > Accounts. Send a Test message on a sandbox account to separate setup problems from platform problems.