If WhatsApp messages are no longer arriving in Superchat, there could be several reasons. Here are some steps to help identify and resolve the issue:
Is the Channel Still Properly Connected?
The simplest and most obvious reason for not receiving WhatsApp messages is a lost connection to the channel. This can occasionally happen but is easy to fix by reconnecting the channel.
Click on Settings → Inboxes and then look at the relevant Whatsapp channel.
If there is a red warning triangle next to the WhatsApp channel, click the three dots next to it and click Reconnect.
The channel should then be reconnected, and messages should appear in the mailbox as usual.
Are the Superchat Team Members Assigned to the Corresponding Mailbox?
Determine if no team members can receive messages or if it’s just certain individuals. If team members are not assigned to the correct mailbox, they won’t be able to view the messages. Here’s how to assign them:
Click Settings → Manage team and then the team member in question. Here you can check which inboxes they have access to.
Assign them to the relevant inbox, allowing them to see the messages.
What Role Does the Team Member Have in the Superchat Account?
Team members in Superchat can have different roles:
• Member: Can only see/edit assigned chats.
• Supervisor: Can see and edit all chats and send WhatsApp templates.
• Administrator: Can make all settings changes.
If a team member is set as a Member, you can assign all the chats by yourself individually, or do it automatically via an automation. Another option would be, to change their role to a Supervisor or an Administrator.
Click on Settings → Manage team and then check the user's Role.
If they are a Member, change their role as needed, or assign specific chats to them.
Are There Restrictions on Your WhatsApp Account?
A less obvious reason might be that your WhatsApp account has been restricted or banned by Meta. You can check this in your Meta Business Suite.
In the first place, we have to check, if the reason for the restriction/ban is reasonable. If not, we can appeal a policy check.
In your Meta Business Suite, click on the relevant portfolio and then select the Settings cogwheel.
Then go to Settings → WhatsApp accounts and then select your account. Then select WhatsApp Manager.
Here, you will be able to check your Account status for warnings, restrictions or quality issues.
Check messaging limits and quality signals
In this instance, the best action to follow is submitting a Meta Appeal, which you can do by following the instructions here.