WhatsApp isn't replying, or Duke isn't answering

Work through these checks in order.

1. Is your number still connected?

Go to Settings → WhatsApp. If you see WhatsApp disconnected, WhatsApp stopped accepting your access token (it expired or was removed). Nothing is sent until you fix it:

1. In Meta Business Settings → System users, make a permanent token.
2. On the WhatsApp settings page, use Replace the connection and paste it.

People who manage WhatsApp also get a notification when this happens, and the Settings page shows it under Needs attention.

2. Is Duke on duty switched on for WhatsApp?

Open Duke on duty. If WhatsApp is Off, Duke doesn't answer. If it's on Drafts, Duke writes replies but a person must send them: look under Needs you on Home or on the Duke on duty page. See Duke on duty.

3. Did Duke hand the conversation to a person?

When a customer asks for a person, or Duke can't help, he hands over and stops replying. The conversation shows Needs a person. Reply yourself, or click Give back to Duke.

4. Quiet hours or the daily limit?

Duke on duty can have quiet hours and a daily limit. Check the settings on the Duke on duty page.

5. Are your AI credits used up?

If this month's AI credits are used up, Duke can't write replies. See Duke says the AI credits are used up.

6. Is it more than 24 hours since the customer last wrote?

WhatsApp only allows free replies within 24 hours of the customer's last message. After that you need an approved template. If a message failed with “WhatsApp allows free messages only within 24 hours…”, send a template instead. See the 24-hour rule.

7. Is this a demo?

In the demo businesses, messages are recorded as sent but never leave the server.