Why can't I send a message from Chats?

"AI is replying. Take over to send a message."

While the AI handles a chat, the reply box is locked so you and the AI do not answer at the same time. You may also see "The AI is replying in this chat. Click "Take over conversation" before sending a message."

1. Click Take over conversation in the bar above the reply box.
2. Type your message and press Enter or click Send.
3. When you are done, click Hand back to AI if you want the AI to continue.

"This chat has no inbound message yet, so it can't be replied to."

You can only reply from Chats in a chat where the customer has messaged you at least once. Wait for them to write to you first.

"Your WhatsApp is still connecting, so the message was not sent."

This happens right after you connect or reconnect. Wait a minute and send the message again.

"File too large. Max 16MB."

Files sent from Chats can be up to 16 MB. You can attach images, videos, audio, PDF and Word documents. Compress the file or send a link instead.

"Failed to send" or a send failed error

1. Refresh the page and try again.
2. Check that the app still opens your account. If it shows the login screen, your WhatsApp is disconnected: reconnect it first.
3. If it keeps failing, contact support with a screenshot of the error.

You cannot open or reply in a chat (team members)

If the owner set your access to assigned chats only, you can only see and reply in chats assigned to you. Ask the owner or a teammate who can assign chats to assign it to you.