Messaging troubleshooting
What to do when WhatsApp messages aren't delivered, the 24-hour window has closed, a template is rejected, Instagram messages don't arrive or emails land in spam.
4 min read
Not reaching a patient means a lost sale in medical tourism. This page collects the most common messaging problems and how to fix them, channel by channel. Start by checking the message status — it usually tells you what went wrong.
Reading message statuses
- If you see a 24-hour window closed notice above the message box, you can't send free text in this conversation.
- In that case, click Templates, choose an approved WhatsApp template and send it. When the patient replies, the window reopens for 24 hours.
- If a message you sent shows Failed, hover over or click it to see the error. Find the fix for that cause in the tables below.
WhatsApp messages usually show these statuses: Sent, Delivered (reached the patient's phone), Read and Failed.
| Symptom | Likely cause | What to do |
|---|---|---|
| "24-hour window closed" notice | More than 24 hours have passed since the patient's last message. | Send an approved template. See WhatsApp rules and quality. |
| Message Failed | The number isn't on WhatsApp, the country code is missing/wrong, or the patient has blocked you. | Fix the number with its country code (+44, +49…); reach the patient on another channel (SMS, email). |
| Sent but never Delivered | The patient's phone is off or offline. | Wait a while; if urgent, try SMS or a call. |
| Template messages aren't going out | The account's daily messaging limit has been reached or the quality rating has dropped. | Check your quality rating; slow down bulk sends. |
| Marketing templates aren't delivered in some countries | Meta limits marketing messages in some countries or for some users. | Use a Utility template for informational messages — the content must genuinely be informational. |
Heads up
Patients blocking or reporting you lowers your quality rating; if it drops too far, your number's messaging limit may be reduced or the number restricted. Don't send bulk marketing messages to people who haven't opted in.
Template rejected
Meta reviews templates for content and category. Common rejection reasons:
- Wrong category: Submitting a message with a discount or promotion as Utility. Anything promotional is Marketing; Authentication is only for verification codes.
- Variable errors: Variables such as
{{1}}at the very start or end of the message, consecutive variables or missing sample values. - Vague or misleading content: Phrases like "You've won!" or "Last chance!"; guarantees of medical outcomes ("100% success").
- Spelling and formatting: Too many emojis, capital letters or shortened links.
Fix the template and resubmit it. Detailed rules: WhatsApp templates.
Display name not approved
Your WhatsApp display name must match your business name. Generic names like "Best Turkey Dentist" are rejected; use your real clinic name, such as "Aura Dental Clinic", and make sure the same name appears on your website.
Instagram and Facebook Messenger
| Symptom | Likely cause | What to do |
|---|---|---|
| Instagram DMs don't reach the panel | The Instagram account isn't a professional (Business) account or isn't linked to the Facebook Page. | Switch to a professional account, link it to your Facebook Page, then reconnect. |
| Instagram DMs don't arrive (account is set up correctly) | Allow access to messages is turned off in the Instagram app. | In Instagram → Settings → Messages, allow connected tools to access messages. |
| Older messages are missing | Messages from before the connection aren't always imported. | If new messages are coming in, the connection works. |
| Can't reply to the patient | Meta's messaging window (usually 24 hours) has passed. | Wait for the patient to write again or reach them on another channel. |
| All messages suddenly stopped | The Facebook connection expired or a password changed. | Reconnect under Settings → Integrations. See Integration troubleshooting. |
Details: Instagram messaging.
My emails land in spam.
- Make sure SPF, DKIM and DMARC records are set up correctly for your sending domain. See Email services and Domains.
- Send from your clinic's domain (
info@auradental.com), not a free address like Gmail or Hotmail. - Avoid capitals, exclamation marks and words like "FREE" or "DISCOUNT" in subject lines.
- Use a link instead of very large attachments; don't send emails that are just a single image.
- In your first email, ask the patient to add you to their contacts or reply; addresses that get replies land in spam less often.
A patient's email isn't reaching the panel. Make sure the patient replied to the address connected to the panel. If they wrote to a different address, the message won't show in the panel.
SMS
SMS isn't going out. Make sure the number is saved with its country code. Some countries restrict sender names and content. For settings related to your phone/SMS setup, see Phone system.
Still not solved?
When you message our support team on WhatsApp, include: the patient's name and phone number, the channel, when the message was sent and a screenshot of the Failed error.
Related articles
Didn't solve your problem?
Ask the assistant or message our support team.