--- title: "WhatsApp FAQs" slug: "whatsapp-faqs" updated: 2025-09-08T11:00:26Z published: 2025-09-08T11:00:26Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.commbox.io/llms.txt > Use this file to discover all available pages before exploring further. # WhatsApp #### 1. Do we support Answering a specific message? A: No, we don't support Answering a specific message #### 2. Do we support Stories? A: No, we don’t support WhatsApp stories (AKA WhatsApp Status). #### 3. Do we support Interactive messages? A: Yes, but only in iOS, Android, and the web. See: [https://developers.facebook.com/docs/whatsapp/guides/interactive-messages/](https://developers.facebook.com/docs/whatsapp/guides/interactive-messages/) #### 4. WA Read Receipts (the check marks under each message sent)? A: Yes. To activate the Read Receipts, navigate to **Settings** > **WhatsApp,** expand the **General** section of the specific WhatsApp channels, and toggle on the **WhatsApp Read Receipt** option. ![](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/image-1705305406281.png) ## Re WhatsApp Messages and Conversations #### 1. Is there a limit on the number of messages sent in an open conversation? A: No, you may send as many messages as you wish. #### 2. When do open conversations get locked up for communication? A: After 24 hours from the last sent message the conversation will be locked. #### 3. Can a template be sent after a conversation is locked? A: Yes, as long as the template is approved by WhatsApp and the account is active. #### 4. Can I see the agent’s name above the messages? A: Yes. To activate this capability, navigate to **Settings** > **WhatsApp** module and select the relevant channel. In the **General** section of the channel’s****settings, toggle the **Show the agent’s name on messages**. See more details about these features by clicking [here](https://help.commbox.io/docs/whatsapp-messages) for the guide. ## Re Attachments #### 1. Why didn’t the customer receive the attachment I sent? A: When sending an attachment via WhatsApp, make sure the file size does not exceed the proper size. ![](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/attachments%20max%20file%20size.png) For more information: [https://developers.facebook.com/docs/whatsapp/on-premises/reference/media](https://developers.facebook.com/docs/whatsapp/on-premises/reference/media) ## Re WhatsApp templates #### 1. When composing a WhatsApp message, there are no templates to choose from – why is that? A: It seems your WhatsApp number is not properly connected. You need to disconnect the account and reconnect it again. ![](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/image-1716474521675.png) To disconnect, navigate to **Settings** > **WhatsApp**, and toggle **OFF** at the end of the line where this account is listed. To create a new WhatsApp connection, click [**here**](https://help.commbox.io/docs/whatsapp-self-service-guide) for the guide. Note: When disconnecting the line, template-related fields, such as friendlier names or variable default values, will be lost. #### 2. How do you create a new template? A: For marketing or utility templates, click [here](https://help.commbox.io/docs/creating-marketing-utility-template) For Authentication templates, click [here](https://help.commbox.io/docs/creating-new-whatsapp-authentication-templates). For General information about template management, click [here](https://help.commbox.io/docs/template-management). #### 3. Why am I getting an error that my WhatsApp template doesn't exist? **WhatsApp Template Error: “Template Doesn’t Exist”** This error occurs when the system cannot find the WhatsApp message template you are trying to use. Common reasons include: **a. Template Not Approved by WhatsApp** - WhatsApp requires all message templates to be **pre-approved** before use. If the template is still pending approval or was rejected, it cannot be sent. **b. Incorrect Template Name** - The template name must match **exactly** (including capitalization and underscores) the name registered in your WhatsApp Business account. Even small differences will cause this error. **c. Template Deleted or Expired** - If the template was deleted from your WhatsApp Business Manager or has expired, it will no longer be available. **d. Wrong Language Version** - WhatsApp templates are language-specific. If you try to send a template in a language that hasn’t been approved, the system will return this error. ## Re Error Messages #### 1. We received the message “Could not retrieve the phone number from contact store." – What is the reason? A: The WhatsApp number used is not in the most updated version. To update your version, use the information in this link: [https://developers.facebook.com/docs/whatsapp/on-premises/changelog](https://developers.facebook.com/docs/whatsapp/on-premises/changelog) #### 2. After sending a message, we receive a “Message Undeliverable.” – What is the reason? A: There are a few reasons for this message: 1. The recipient doesn’t have a WhatsApp number/account. 2. The phone number is part of a WhatsApp experiment group. See more about this topic at this link: [https://developers.facebook.com/docs/whatsapp/cloud-api/guides/experiments/](https://developers.facebook.com/docs/whatsapp/cloud-api/guides/experiments/) 3. The recipient did not accept the new Terms of Service and Privacy Policy. ### #### 3. What is this 'part of experiment' error I'm seeing? WhatsApp occasionally runs experiments to help assess the template's impact, user experience, and engagement. As a result of these experiments, about 1% of WhatsApp users will not receive marketing template messages sent to them by the business. CommBox advises the agents that their message was not delivered with a message error. Note that resending the message will not change the outcome, so choose a non-WhatsApp alternative. To learn more about this topic, click [https://developers.facebook.com/docs/whatsapp/cloud-api/guides/experiments/](https://developers.facebook.com/docs/whatsapp/cloud-api/guides/experiments/) ![WA experiment5.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/WA%20experiment5%282%29.png) ### #### 4. I got this 'Cannot submit message' error, why is that? **Kibana Error: “Cannot Submit Message”** When you see the **“Cannot submit message”** error in Kibana, it means that the **mailbox has exceeded its sending quota** from the customer’s general email account. **To resolve issue:** - The end customer needs to **add a license** to the mailbox and **increase its sending quota**. - Once the quota is increased, the issue will be resolved in the system as well.