WhatsApp Troubleshooting
Overview
This page provides common issue solutions and troubleshooting guides for HelloClinic WhatsApp functionality.
Common Issues
Connection Problems
WhatsApp Business API Connection Failed
Problem Description: Unable to establish connection with WhatsApp Business API
Possible Causes:
- Incorrect API key configuration
- Network connectivity issues
- WhatsApp Business account not verified
- Firewall blocking connections
Solutions:
- Verify API key configuration is correct
- Check network connectivity
- Verify WhatsApp Business account status
- Check firewall settings to allow WhatsApp API connections
- Contact system administrator to confirm server configuration
Message Sending Failed
Problem Description: Messages cannot be successfully sent to patients
Possible Causes:
- Incorrect recipient phone number format
- Recipient has blocked your number
- WhatsApp Business account restricted
- Message content violates WhatsApp policies
Solutions:
- Confirm phone number format is correct (including country code)
- Ask patient to check if they accidentally blocked your number
- Check WhatsApp Business account status
- Ensure message content complies with WhatsApp usage policies
- Try sending test message to a known working number
Configuration Issues
WhatsApp Message Templates Not Working
Problem Description: Default message templates cannot be used normally
Possible Causes:
- Template not approved by WhatsApp
- Incorrect template format
- Template expired or disabled
Solutions:
- Check template approval status
- Confirm template format meets WhatsApp requirements
- Resubmit template for approval
- Use approved templates
- Contact WhatsApp Business support
Auto-Reply Function Malfunction
Problem Description: Auto-reply function not working properly
Possible Causes:
- Incorrect auto-reply rule configuration
- Keyword matching issues
- System time configuration problems
Solutions:
- Check auto-reply rule configuration
- Confirm keyword matching logic
- Check system time settings
- Test auto-reply functionality
- Reconfigure auto-reply rules
Synchronization Issues
Message History Not Syncing
Problem Description: WhatsApp message history not syncing with HelloClinic system
Possible Causes:
- Unstable network connection
- System sync configuration issues
- Database connection problems
Solutions:
- Check network connection stability
- Confirm sync configuration is correct
- Check database connection status
- Manually trigger synchronization
- Contact technical support for assistance
Contact Information Not Updating
Problem Description: Patient contact information not automatically updating
Possible Causes:
- Permission configuration issues
- Data sync delays
- Contact privacy settings
Solutions:
- Check permission settings
- Wait for automatic system sync
- Manually update contact information
- Confirm patient privacy settings
- Refresh contact list
Performance Optimization
Improve Message Sending Speed
- Batch Sending: Use batch sending feature for large volumes of messages
- Scheduled Sending: Avoid peak hours for message delivery
- Template Optimization: Use concise message templates
- Network Optimization: Ensure stable network connection
Reduce Error Rates
- Number Validation: Validate phone number format before sending
- Content Checking: Ensure message content complies with policies
- Regular Testing: Regularly test WhatsApp functionality
- Status Monitoring: Monitor API connection status
Best Practices
Message Management
- Use standardized message templates
- Regularly clean up expired message records
- Establish message categorization and tagging system
- Set appropriate message retention periods
Privacy Protection
- Comply with personal data protection regulations
- Obtain patient consent before sending messages
- Regularly review privacy settings
- Handle sensitive information securely
Compliance Requirements
- Follow WhatsApp Business terms of service
- Ensure message content is legal and compliant
- Regularly update policies and procedures
- Keep API version updated
Error Code Reference
| Error Code | Description | Solution |
|---|---|---|
| 1001 | Invalid API key | Check and update API key |
| 1002 | Invalid number format | Confirm phone number format |
| 1003 | Template not approved | Wait for template approval |
| 1004 | Sending rate too high | Reduce sending frequency |
| 1005 | Account restricted | Contact WhatsApp support |
Contact Support
If the above solutions cannot resolve your issue, please contact our technical support team:
- Email: support@helloclinic.io
- Phone: +886-2-XXXX-XXXX
- Online Support: Monday to Friday 9:00-18:00
- Emergency Support: 24/7 technical hotline