Number not receiving messages
If customers say they've messaged you but nothing appears in the KiliChat inbox, work through these checks.
Step 1: Are you looking at the right number?
The inbox shows chats for the WhatsApp number chosen at the top of the left sidebar. If your business has more than one number, switch to the other one. Also clear any filters in the inbox (status, assignee, label, 24h). See the inbox guide.
Step 2: Check the connection checklist
Admins only:
- Go to Settings → WhatsApp connection.
- Click Check again on the Connection checklist.
- Look at each line:
| Line | If it has a red cross |
|---|---|
| Token accepted by Meta (red: "Meta rejected this number's token") | The connection has stopped working. See Token expired. |
| Token expiry line (for example "Token expired") | Replace the token. See Token expired. |
| Subscribed to webhooks (red: "Business account isn't subscribed to webhooks") | Meta isn't sending messages to KiliChat. Click Subscribe to webhooks at the bottom of the card, then Check again. |
| Webhook secrets set on this server | A KiliChat server setting is missing. Contact us. |
| Public address set | A KiliChat server setting is wrong. Contact us. |
| Meta is reaching this server (red: "Nothing received from Meta yet") | KiliChat has never received anything for this number. Send a test message from your phone, wait a minute and click Check again. If it stays red, contact us. |
The last line also shows "Last received …", the last time Meta sent anything for this number. If it's hours old while customers are messaging, something is wrong.
"More than one app receives these messages"
If the Subscribed to webhooks line lists more than one app, another tool (an old chatbot provider, for example) is also connected to your WhatsApp account. Make sure only one of them replies automatically, or customers may get two replies. Ask us if you're not sure.
Step 3: Send yourself a test
From your personal WhatsApp, send "hi" to your business number. Within a few seconds it should appear in the inbox. If it doesn't, note the time and contact us.
Other reasons messages don't show
- The contact is blocked. Messages from blocked contacts are ignored on purpose. Unblock them in the inbox's contact panel.
- The number is open in the WhatsApp Business app on a phone. A number connected to KiliChat through the Cloud API usually can't be used in the normal WhatsApp or WhatsApp Business app at the same time. If someone registered the number in the app again, it may have been disconnected from the Cloud API. Contact us.
- Meta has a problem. Rarely, Meta's webhooks are delayed. Messages usually arrive once it's fixed. Meta retries for some time.
My messages are going out, but they all stay on one grey tick
Delivery updates come through the same webhook connection as incoming messages. If messages stay on Sent and replies don't arrive, Meta isn't reaching KiliChat. Follow Step 2 above. The KiliChat team also gets an automatic alert when this happens ("Meta isn't sending updates").
The customer's message arrived, but the bot didn't reply
That's a different problem. See Flow not triggering.