You can face some problems or errors while integrating or using our 360dialog WhatsApp integration. We've listed the most common issues for you:
Configuration error: Failed to send the message using 360dialog.
This error might indicate several issues, for example, you've tried to send a WhatsApp template that is not approved or does not exist in your 360dialog account. Make sure that your template exists in your 360dialog account and is approved, and synchronize your templates. If the problem persists, do not hesitate to contact our support team for further investigation.
Configuration error: Authentication error.
This error means that your WhatsApp number does not have a valid API key. Re-generate it in the 360dialog panel > click on the "Manage WhatsApp Business account" button to get to the WhatsApp Business management section, generate a new API key there, and insert it once again into your WhatsApp number's settings in LiveAgent by navigating to Configuration > WhatsApp > WhatsApp numbers, clicking on the chosen number and clicking the "Change API key" button.
Invalid recipient
This error is displayed in a WhatsApp ticket when the recipient is not correct or the selected phone number does not have a WhatsApp account.
Templates not synchronized. Authentication failed. Please check your credentials.
This error displayed in the WhatsApp number configuration window indicates that the system failed to synchronize the templates due to the invalid API key. Log in to your 360dialog account, click on the "Manage WhatsApp Business Account" button, generate a new API key, and update it in your WhatsApp number configuration window.