WhatsApp opens, but the message isn't sent by itself

What you see: you click a WhatsApp button in BytePhase, for example after creating a job or a delivery. WhatsApp opens with the customer’s number and the message already typed. But nothing is sent until you tap Send in WhatsApp.

If your shop hasn’t chosen BytePhase’s number or connected its own number, this is normal. BytePhase prepares the message and opens the chat for you, and you send it from your own WhatsApp. To have messages go out on their own, see the 3 ways to send.

If you have chosen BytePhase’s number or connected your own, start with Messages should go on their own.

Messages should go on their own

When BytePhase’s number or your own number is set up but WhatsApp still opens, check these in order.

A. The message wording isn’t approved

1. Go to Settings › Customers & messaging › Message content & variables and choose WhatsApp in the list at the top.
2. Open the message, for example the one for a new job, and look at its badge.
3. In review: wait a few minutes. Approved · edited, Not submitted, Rejected or Stopped: click Edit, fix the words if needed, click Save, then Send for approval.

See WhatsApp message approval.

B. Your WhatsApp balance is empty

You see “Add credit to send this from your number”. Click Add top-up, or Continue with link to send this one by hand. See WhatsApp balance.

C. WhatsApp stopped your number

On the WhatsApp page (Settings › Integrations › WhatsApp):

• “WhatsApp has stopped accepting this connection”: click Connect this number again.
• “WhatsApp will not send from your number yet”: fix what’s listed in your Meta account, for example add a payment method.

D. The customer opted out

If the customer replied STOP, BytePhase doesn’t send them WhatsApp messages any more. Use SMS or email for them.

E. Sent, but the customer says they didn’t get it

• Check the customer’s mobile number and country code.
• The customer may not use WhatsApp on that number, or may have blocked you.
• Offers can be declined by WhatsApp. Declined messages aren’t charged.

WhatsApp opens and waits for you — try these fixes

1. Tap Send in WhatsApp

1. Check the message in the WhatsApp chat that opened.
2. Tap Send (the arrow) in WhatsApp.

The message is sent only after this step.

2. On a computer, sign in to WhatsApp Web first

On a computer, the chat opens in WhatsApp Web or the WhatsApp desktop app.

1. Open WhatsApp Web in your browser and link it to your shop phone once.
2. Click the WhatsApp button in BytePhase again.

3. Nothing opens, or a blank tab stays open

Your browser may be blocking pop-ups.

1. Allow pop-ups for your BytePhase web address in your browser.
2. Try again. If pop-ups stay blocked, BytePhase opens the chat in the same tab instead.

4. “There’s no mobile number for this customer.”

1. Open the customer and add their mobile number.
2. Try again.

5. The chat opens for the wrong number

The message goes to the number saved on the customer, with your country’s dialling code.

1. Check the customer’s mobile number for typing mistakes or an extra 0 at the start.
2. For a customer from another country, check the number includes the right country code.

Still not working?

Contact support and send:

• the screen and button you used, for example the job page and Notify customer
• whether you’re on a computer or a phone
• a screenshot of what opens, or the message you see