Question 1

I connected a number, but messages from customers never arrive.

Accepted Answer

Connecting the number and Meta actually delivering messages to it are two separate steps. This almost always means Meta rejected the webhook subscription, or a required permission wasn't fully granted during connection. Check Settings → WhatsApp numbers for a status message next to the number — if it says Meta refused the webhook subscription, go to Setup & status → Meta connection doctor for the specific reason (usually a missing permission or an unverified Business Manager). Reconnecting via "Connect with Facebook" re-requests the right permissions.

Question 2

Messages were working, then replies quietly stopped.

Accepted Answer

WhatsApp tracks a quality rating per number based on block and report rates. If it drops too low, Meta pauses that number's ability to send — business-initiated conversational replies inside the 24-hour window are usually the last thing affected. Check the number's quality rating in Meta Business Manager. Avoid messaging contacts who haven't opted in, and don't run another tool against the same WhatsApp Business Account at the same time — that's a common way quality quietly degrades without anything in Talko AI itself changing.

Question 3

A message template got rejected.

Accepted Answer

Meta reviews every template before it can be used. Vague templates, or ones that look like marketing while declared as a different category, are the most common rejection reasons. Make the template specific and honest about its category (utility vs. marketing), then resubmit — Templates → status shows Meta's exact rejection reason.

Question 4

Can I keep using the regular WhatsApp Business app after connecting?

Accepted Answer

Yes, with coexistence — a distinct connection mode from a fresh number. Use "Connect existing app number" instead of a new-number connection; you'll scan a QR code from the app, and the number keeps working in both places with its chat history intact.

Question 5

A comment automation rule isn't triggering on new comments.

Accepted Answer

The single most common cause: a rule only reacts to activity that happens after it was created. It can't retroactively match a comment the system already looked at before the rule existed. Post a brand-new test comment after saving the rule — don't reuse or refresh an old one. Also confirm the account is a Professional account with "Allow access to messages" turned on under Instagram's own Settings → Messages → Connected tools.

Question 6

"Connect with Facebook" doesn't do anything, or fails partway through.

Accepted Answer

Almost always because the Instagram account isn't switched to Professional yet, or isn't linked to a Facebook Page — Meta's login flow needs both before it can hand over messaging permissions. Switch to a Professional account in the Instagram app first and link it to a Page, then try connecting again.

Question 7

A DM won't send to a customer who messaged a while ago.

Accepted Answer

This is Meta's own 24-hour messaging window policy, the same rule WhatsApp enforces — not a bug, and not something Talko AI can override. Wait for the customer to message again to reopen the window. A reply to one of their post comments doesn't have this restriction, if that applies here.

Question 8

The video picker says "No videos loaded yet" or shows an error.

Accepted Answer

This used to fail silently and just look empty — it now shows the real reason in red text, distinct from the generic amber warning. The usual cause is a Google API permission gap on the connected account. Read the red error text under the picker for the specific cause (not the generic amber hint above it). If it points at API access or scope approval, reconnect via Setup & status → YouTube.

Question 9

I created a comment rule but it's never replied.

Accepted Answer

Same root cause as Instagram/Messenger rules: the poller only reacts to comments it sees after the rule was created, not ones already sitting there. Post a fresh test comment after saving the rule, then use "Check now" in the YouTube tab instead of waiting for the next automatic check.

Question 10

A reply says it posted, but I can't see it on YouTube.

Accepted Answer

Two likely causes: the poller checks on an interval rather than instantly, so a short delay is normal; or YouTube itself is holding the reply for manual review. Wait a couple of minutes, then check YouTube Studio's "Held for review" tab — a reply can post successfully through the API but still sit there pending Google's own approval.

Question 11

My channel is run as a Brand Account by my team and won't connect.

Accepted Answer

A personal Google login doesn't automatically show Brand Account channels it manages under the default lookup Google's API uses. Talko AI falls back to checking every channel your login manages and shows a picker when there's more than one — choose the right channel there.

Question 12

Replies stopped and something mentions a quota.

Accepted Answer

YouTube's API enforces a shared daily quota across everything using it. Heavy comment volume can occasionally reach it. No action needed — this clears automatically when the quota resets the next day.

Question 13

The location picker shows nothing, or an error.

Accepted Answer

Either the connected Google account doesn't manage any Business Profile, or Google's separate Business Profile APIs aren't approved for this project yet. Read the specific error text shown — it now distinguishes "this account has no Business Profile" from "API access is still pending" instead of one generic failure message.

Question 14

I connected successfully, but reviews never actually show up.

Accepted Answer

Google gates live review access behind a separate "Business Profile API access" approval, on top of the OAuth login itself. This is unrelated to how correctly you set things up, and can take a few weeks. This isn't a setup mistake — it resolves once Google approves the access request. See the Google Reviews guide for what that application needs.

Question 15

I see a 429 error, or something that looks like rate limiting.

Accepted Answer

A 429 on a brand-new connection almost always means the Business Profile API access request is still pending, not genuine traffic-based rate limiting — Google enforces a near-zero default quota on unapproved projects. Waiting and retrying won't fix this; it clears once Google approves API access for the project.

Question 16

Nothing replies at all, on any channel.

Accepted Answer

Almost always a missing or invalid AI key — every channel relies on the same one. Check AI Hub → AI provider & key — the status pill should read "Connected." If it says "Not configured," add a key.

Question 17

Replies are generic or don't seem to know my business.

Accepted Answer

The AI answers from your knowledge base. If nothing's uploaded yet, or it's still syncing, replies fall back to a generic answer instead of a grounded one. Add docs and FAQs to your knowledge base and give it a few minutes to sync — check its status in AI Hub.

Question 18

A reply went out that was wrong or off-brand.

Accepted Answer

AI can occasionally misread intent on short or ambiguous messages, or answer from contradictory knowledge-base content. Add a rule or flow step to handle that specific case deterministically, and check your knowledge base for conflicting information on the topic.

Question 19

A tab or channel shows "not available on your plan."

Accepted Answer

Every tab and channel is gated by your current plan — the Setup checklist only ever asks for what your plan actually includes. Compare against the pricing page, then upgrade from Settings if you need the feature.

Question 20

My trial is ending — what happens?

Accepted Answer

Nothing is deleted or paused mid-trial. Pick a plan before the 14 days end to keep everything running without interruption.

Question 21

Everything feels delayed — replies, broadcasts, all of it at once.

Accepted Answer

Every automated feature runs on one shared background engine that ticks every few minutes, so a delay in one shows up as a delay in all of them together. Check the status page — if it isn't reporting "All systems operational," that's why, and it resolves on its own once the engine catches up.

Troubleshooting

WhatsApp