I’m having WhatsApp messages inconsistencies. Some messages from WhatsApp are never showing up in Manychat’s platform. However, the messages I send to them are indeed visible, but it’s as if im talking to myself because the chat only shows MY messages.
The problem is, as the messages from my clients are not being recieved by Manychat, the automations never starts, so the conversarion ends up ignored.
The whole “automation” thing gets useless. Is there any solution to this problem?
Some deatils: I use WhatsApp Coexistence, but this issue is relatively new (it didn’t happen the first few months)
Solved
WhatsApp messages not visible on Manychat's chats
Best answer by cata_rendon
Hi
Live Chat Configuration: Check If "Conversations must be explicitly opened" is selected, if that is the case, new messages stay in Closed folder until marked as Open. You can check that In Settings > Live Chat Behavior,
WhatsApp Business App: Disable all automatic messaging options to prevent interference with Manychat automations.
User Interaction: Take into account that Customers must actively send a message - clicking URLs/QR codes isn't enough to trigger automations.
Alternative Solution: Consider using a dedicated Manychat phone number for WhatsApp instead of coexistence to avoid these sync issues entirely. Check this guide: https://help.manychat.com/hc/en-us/articles/16816162800668-How-to-connect-a-new-number-purchased-from-Manychat-to-WhatsApp
Hope this helps,
Catalina Rendon
+4Hi
I’m sorry to hear that you’re experiencing issues with your WhatsApp connection. When you mention that messages are not being delivered, are they coming from paid ads?
If that’s the case, I recommend using the WhatsApp Ads Trigger. You can find the step-by-step guide on how to set it up here:
https://help.manychat.com/hc/es/articles/17154181720476-Disparador-de-anuncios-de-WhatsApp
Make sure that the ad’s call to action is set to “Send WhatsApp Message”, as shown in the guide, and use a template with very clear instructions that you’ve previously configured. In many cases, messages don’t come through because people who see the ad don’t complete all the steps required to start the conversation.
I also recommend that the person configuring the ad in Meta is the primary admin and account owner of the ManyChat account, to ensure everything works correctly.
I hope this helps!
Also, just to let you know, I’ve already replied to you in Spanish on the post in case is better for you to follow up. 😁
Best regards,
Cata Rendon
Same problem here, i get empty message and the system message is “Conversation was moved from Closed to Unassigned” even if it’s first contact with the client. In WA business app is everything ok - i am using coexistence.
It’s not from WA Ads - just direct contact.
+4Hi
Live Chat Configuration: Check If "Conversations must be explicitly opened" is selected, if that is the case, new messages stay in Closed folder until marked as Open. You can check that In Settings > Live Chat Behavior,
WhatsApp Business App: Disable all automatic messaging options to prevent interference with Manychat automations.
User Interaction: Take into account that Customers must actively send a message - clicking URLs/QR codes isn't enough to trigger automations.
Alternative Solution: Consider using a dedicated Manychat phone number for WhatsApp instead of coexistence to avoid these sync issues entirely. Check this guide: https://help.manychat.com/hc/en-us/articles/16816162800668-How-to-connect-a-new-number-purchased-from-Manychat-to-WhatsApp
Hope this helps,
Catalina Rendon
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