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Updated 9 months ago

TypeBot won’t reply to some users on WhatsApp

At a glance

The community member is experiencing two bugs with their Typebot connected to a WhatsApp number. The first and most important bug is that the bot won't reply to some users, regardless of the message content. Even if a user sends a message that doesn't meet the "start bot condition" but later sends a correct message, the bot still won't reply.

In the comments, community members suggest that the issue could be due to a mismatch between the WhatsApp number displayed in the WhatsApp application profile settings and the number typed in Typebot. It's also mentioned that for some Brazilian phone numbers, the 9th digit may need to be removed. Additionally, there was an issue with the "ChatSession" table where the phone number in the "Id" column didn't match the phone number in the "state" column, and removing the 9th digit from the phone number resolved the issue for some users.

The community members also suggest checking if the "State" column is empty, as this may cause some users to not receive messages. A known issue related to this problem is mentioned in the Typebot documentation.

Useful resources
VVillani
I have a Typebot connected to a WhatsApp number, but I’m encountering two bugs:

The first bug is the most important one. Please help

  1. The bot simply won’t reply to some users, regardless of the message content.
  1. If a user sends a message that doesn’t meet the “start bot condition” but later sends a correct message that should initiate the conversation, the bot still won’t reply.
The “start bot condition” is defined as:
User message != *

Any ideias on why the bot won’t reply some users?
B
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V
12 comments
BBaptiste
Hmmm
BBaptiste
Hard to reproduce
BBaptiste
Can you constantly reproduce the error?
mmichaelvips
are you usin the test or production ?
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VVillani
Yes, I can.

Just tested and was able to send a WhatsApp message using the Facebook api. But the chat still doesn’t work for some users.
VVillani
Production.

Just tested and was able to send a WhatsApp message using the Facebook api. But the chat still doesn’t work for some users.
VVillani
Is there any way to reset the user chat history and “context”?
VVillani
An update:

Apparently on table “ChatSession” there was an mismatch between the phone number on column “Id” and the phone number on the json inside the “state” column.

For some contacts I had to remove the 9th digit from the phone number (Brazilian phone number). Probably there was a conflict between id on typebot database when receiving a message and WhatsApps’s id.
BBaptiste
Known issue!
BBaptiste
https://docs.typebot.io/deploy/whatsapp/overview#faq (last Q)
BBaptiste
This can be due to a mismatch between the WhatsApp number displayed in your WhatsApp application profile settings and the number you have typed in Typebot.

For example, some Brazilians have 2 numbers, 1 with 8 digits, the other with 9 digits. In Typebot, you need to type the number that is displayed in your WhatsApp application profile settings to make sure the bot works properly.
VVillani
I forgot to mention, but in some cases the Sate column was empty ({}) and these users didn’t receive message.

Have you ever seen this issue too?
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