My bot didn't answer

Start in Logs#

Almost every reason the bot stays quiet is written down for you in Logs. Open it first:

1. 1

   Open Logs

   Click Logs in the sidebar.

2. 2

   Find the conversation

   Search for the customer's number or name, or scroll to the time they wrote.

3. 3

   Read the notice

   Under the customer's message, look for a notice: Not delivered, The bot stopped here, Sent with a change, A step failed, Conversation started over or Not answered. Each one says the reason, the step, and what to do.

Look up any notice in Delivery errors in Logs. Can't find the conversation at all? Then the message never reached Officely: jump to WhatsApp is disconnected, The customer wrote in a group and Another tool changed your webhook.

The checks below are in order: the most common first.

The chat is paused for a person#

Symptom: the bot answers other customers, but not this one. Often right after you or your team wrote to this customer.

Where to see it: in Logs, the chat row has a Paused pill, and the chat shows Paused · with you since {time} with until you send #thanks or the time it returns. Messages carry a Not answered notice: this conversation is with a person. Tap the Paused (n) filter chip to list every paused chat.

Why: someone replied from the WhatsApp phone (QR connection), the customer reached a Talk to a person step, or they sent a keyword like human or agent.

Fix: open the chat in Logs and tap Return to bot, then confirm. Or send #thanks to the customer from the business phone. The bot answers their next message. See Human mode.

No chatbot is live#

Symptom: nobody gets an answer, on any channel. Often after creating a new bot or unpublishing one.

Where to see it: in Logs, the customer's message has a notice: No chatbot is live.

Fix: open the chatbot, click Publish, and confirm. Only one chatbot is live per account at a time. See Publish.

WhatsApp is disconnected#

Symptom: WhatsApp customers get nothing, and the conversation may not appear in Logs at all. The website chat still works.

Where to see it (QR / Green API): a banner at the top of Officely says WhatsApp disconnected since {date}. Your bot can't answer there until you scan the QR code. Logs may show Not delivered: the WhatsApp number is not connected.

Fix (QR / Green API): click Scan QR code in the banner (or Channels → WhatsApp · Green API). On your phone, open WhatsApp → Settings › Linked devices › Link a device, and scan. If the phone was offline for a long time, WhatsApp may have unlinked it: link it again the same way. In the Green API drawer, Check connection tests it, and Restart clears stuck messages.

Where to see it (official API): Logs shows Not delivered with your WhatsApp number isn't registered with Meta's Cloud API, or a token notice (see Your Meta token expired).

Fix (official API): with Continue with Meta, open Channels → WhatsApp · Official and click Reconnect with Meta (Continue with Meta). With your own Meta app, check the IDs, token and webhook in Connect WhatsApp with your own Meta app.

Daily limit or plan#

Symptom: the bot answered earlier today, then stopped for new customers. Or it never answers on WhatsApp but works on the website.

Where to see it: in Logs, a Not answered notice: the account reached today's conversation limit on the Free plan, or your plan doesn't include WhatsApp replies.

Why: the Free plan answers up to 10 WhatsApp and 100 website conversations a day. The limit resets at midnight UTC.

Fix: upgrade to Pro in Billing to answer every customer, or wait until the limit resets. See Billing & plans.

A step failed#

Symptom: the bot answered the first messages, then went quiet at the same point for everyone, usually right after a step that calls another system.

Where to see it: in Logs, an A step failed or The bot stopped here notice names the step: an HTTP call, a Make scenario, a Google step (Sheets, Calendar, Gmail) or an AI Agent. The detail says what the other side answered, for example a timeout or a 404.

Fix: open the step and fix the call (URL, key, sheet, scenario). Then connect the step's red Error output to a message such as We couldn't load that right now. A team member will get back to you. That way the chat goes on even when the other system is down.

Looping? If the notice says it was looping through steps without waiting for the customer, a Jump or Filter leads back without a question in between. Add a question or an end.

More than 24 hours passed#

Symptom: a message the bot or your system sends to a WhatsApp customer (official API) doesn't arrive.

Where to see it: in Logs, Not delivered: more than 24 hours passed since the customer's last message, so WhatsApp only allows an approved template.

Fix: start with a Templates step. Once the customer replies, the 24-hour window opens again and normal messages work.

The customer wrote in a group#

Symptom: a customer says they wrote, but nothing shows in Logs.

Why: the bot answers private chats only. Messages in WhatsApp groups are ignored, so they don't appear in Logs.

Fix: ask the customer to message your number directly.

Another tool changed your webhook (Green API)#

Symptom: on a QR connection, messages stopped reaching Officely, or arrive only sometimes.

Where to see it: a banner at the top of Officely: Your WhatsApp webhook was changed at {time}; we restored it. (nothing to do), or Another tool keeps changing your WhatsApp webhook, so your bot may miss messages.

Why: another service connected to the same Green API instance replaced Officely's webhook address.

Fix: disconnect the other tool from this Green API instance (or give it its own instance), then click Fix now in the banner. Officely puts its webhook settings back. Channels → WhatsApp · Green API → Check connection shows the same status.

Your Meta token expired#

Symptom: on the official API with your own Meta app, the bot worked for about a day after setup, then stopped answering everyone.

Where to see it: in Logs, a notice that your Meta token expired or is no longer valid.

Why: you pasted the temporary token from Meta's API Setup page. It expires after about 24 hours.

Fix: create a permanent System User token (how), paste it in Channels → WhatsApp · Official → Token, and click Save. Or switch to Continue with Meta, where Officely manages the token.

Still not answering?#

Try your bot in Preview in the builder: if it doesn't answer there either, the problem is in the flow itself. If it answers in Preview but not on WhatsApp, the problem is the connection. Email support with the customer's number and the time they wrote.