Needs attention alerts
KiliChat watches for problems that would otherwise only be noticed when a customer complains: a connection about to expire, Meta going quiet, lots of failed messages, or a missed backup. When it finds one, it shows a Needs attention card at the top of the dashboard.
Agency admins only
Alerts are shown to the KiliChat team (agency admins). If you're a business owner, you don't need to watch for these: we do. You'll still see warnings about your own number's token in the app, and we'll contact you if we need you, for example to reconnect with Facebook.
Where do I see alerts?
- On the Dashboard, in the Needs attention (N) card.
- As a red number next to Dashboard in the sidebar.
- By email to every agency admin, when an alert first appears (if email is set up on the server). The subject starts with Action needed for critical alerts or Heads up for warnings.
KiliChat checks for problems every 15 minutes. When everything is fine, the card says All clear (if anything was fixed recently) or doesn't show at all.
What do the alerts mean?
Red dots are critical (messages are probably not flowing). Amber dots are warnings.
| Alert | Level | What to do |
|---|---|---|
| Meta token expires in N days | Warning | Shown from 14 days before. Reconnect with Facebook, or add a permanent system-user token, before it runs out. |
| Meta token expired / Meta token stopped working | Critical | The number can't send or receive. Reconnect it in its Settings → WhatsApp connection. |
| Meta isn't sending updates | Critical | At least 3 recent messages are stuck at "sent" and nothing has arrived from Meta for 2 hours, so customers' replies may not be arriving either. Check the Connection checklist, and try Subscribe to webhooks. |
| N of M messages failed today | Warning | At least 5 messages, and a quarter or more of the day's sends, failed. The most common reason is shown. Look at the inbox or broadcasts for details. |
| A webhook was turned off after repeated failures | Warning | A client's own webhook address failed 50 times in a row. Fix that endpoint, then turn the webhook back on in API & webhooks. See API & webhooks. |
| The nightly backup hasn't run | Critical | No backup in the last 30 hours. Check the server's backup log. |
| Backups are only on this server | Warning | Backups aren't being copied off the server. Set up an off-site bucket. |
| The off-site backup copy failed | Critical | Last night's backup only exists on the server. Check the bucket settings. |
Alerts about a number have an Open settings button that takes you to that number's settings.
How do I clear an alert?
Fix the problem. There's no dismiss button: KiliChat clears the alert by itself the next time it checks and the problem has gone (within about 15 minutes). Fixed alerts move to Show N fixed this week.
Will I get the same email again and again?
No. Each alert is emailed once, when it first appears. If it's fixed and later comes back, that's a new alert and a new email.
Who should I contact if an alert won't go away?
Check Troubleshooting. For connection problems, Connecting a WhatsApp number explains the checklist and how to reconnect.