FAQ & troubleshooting

Yes. Connect the same number you already use — no new SIM and no lost history. HopeChat runs alongside the WhatsApp Business app through Meta's official coexistence model.

Check three things: (1) the Webhook Callback URL in your Meta app exactly matches the one shown in Settings → WhatsApp Config, (2) you've subscribed to the "messages" webhook field, and (3) your access token has the whatsapp_business_messaging and whatsapp_business_management permissions. Test the connection from Settings → WhatsApp Config.

This means the encryption key on the server changed since the token was saved (e.g. ENCRYPTION_KEY was rotated). Use the Reset Configuration button in Settings → WhatsApp Config, re-enter your credentials, and save. Your old token is permanently unrecoverable.

Meta rejects templates that violate their commerce or content policy. Open Settings → Templates, read the rejection reason, edit the content, and save. The template status resets to Draft and you can resubmit. Common reasons: promotional content in a Utility template, missing business info, or placeholder issues.

Go to Settings → Users and click Add User. Your plan limits the number of seats: Bronze = 1, Silver = 5, Gold = 15. To add more, upgrade your plan from Settings → Billing.

No. Each recipient uses one message credit. Top up from Settings → Billing if your balance is insufficient. Credits are consumed only when a message is actually sent — failed sends don't cost credits.

The AI scores its confidence on every answer. When it can't find a relevant match in your knowledge base, it sends a polite fallback message to the customer and flags the conversation in your inbox with a "Bot" tag so an agent can pick it up.

If they abandoned the exam before finishing (i.e. never reached the score summary), they can retry — only completed attempts are blocked. If they completed the exam and want to retake it, you'd need to allow it from your end by clearing the attempt record — contact support.

Currently you can toggle an automation's active state from the automation list. A paused automation stops firing new triggers but any in-progress flows complete normally.

The Webhook Callback URL is shown in Settings → WhatsApp Config. The system-wide Verify Token is managed by your system admin — contact them to obtain it before pasting it into your Meta app.

Yes. Go to the AI page and edit the system prompt. You can instruct the AI to speak formally, casually, in a specific language, or in a local dialect. Changes take effect immediately.

You get a 7-day grace period after expiry where features remain active. After grace, the workspace enters read-only mode: you can still view data but can't send messages or run automations until you renew.