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Troubleshooting WhatsApp error messages in the Inbox

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You can send and receive messages in the Inbox via WhatsApp and communicate with guests that have provided their phone number.
If a message is unable to be sent, a red border will appear around the message, along with an error message.

Below are the most common error messages and steps to resolve these issues.

Tip:

View the other general error messages you may encounter in the Guesty Inbox.

 

Error message displayed

Explanation/resolution
Error message:
The guest's number might be invalid. Please correct and try again.

This means the guest's phone number is invalid.

Follow these steps to resolve this issue:

  1. You can change it to a valid phone number directly within the Inbox.
  2. Learn more about how to add or edit guest details for reservations.

 

Error message displayed

Explanation/resolution
Error message:
You can no longer send free text messages. Please send a template message instead.

As per WhatsApp’s business accounts rules, you can respond to a guest within 24 hours of receiving a message.
The timer is reset with each new guest message received.

Follow these steps to resolve this issue:

  1. In order to start a conversation, use one of Guesty’s pre-made message templates.
  2. Continue the conversation freely once a guest responds.

 

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