Check these in order:
- You replied in that chat yourself. When you answer a shopper from the WhatsApp Business app, Carti steps back from that chat and picks it back up about half an hour after your last reply. Other chats keep getting answers.
- The WhatsApp row says Payment issue. Meta is refusing Carti's replies because of a billing problem on your WhatsApp account. Meta includes a monthly allowance of free replies and bills the rest to the payment method in WhatsApp Manager. Click Fix billing, update the payment method, and Carti answers the next message.
- The row says Needs reconnect. Meta signed Carti out. Click Reconnect and go through the steps again.
- You're messaging from the business number itself. Carti treats that as you replying. Test from another WhatsApp account, like your personal one.
To stop Carti from answering on WhatsApp, click Disconnect on the WhatsApp row. If you use the WhatsApp Business app, it keeps working. Still stuck? Message us and we will dig in.
Still need help?
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