In this article we explain why some conversations are not assigned to agents and remain in the bot, generally due to errors in template delivery due to Meta's limitations.
🟡 Frequently Asked Question / Initial Context
Sometimes, WhatsApp messages are not correctly assigned to agents and get stuck in the bot. This usually occurs when messages cannot be delivered due to Meta's policies on template sending, which prevents the workflow from completing and blocks automatic assignment.
🛠️ Troubleshooting – Step by step to identify the problem
Verify Meta's policies on templates: Meta allows a maximum of two templates per day to the same customer only when the conversation has expired (outside the 24-hour window). If you try to reactivate the contact with a third template on the same day without having received a response, Meta will block the sending due to possible harassment. This will generate a red triangle in the interface, indicating that the message was not delivered.
Review the bot's workflow: If the message is not delivered, the workflow does not complete. The bot will not be able to execute the assignment action and, therefore, will keep the conversation under its control instead of passing it to an agent.
Check webhook configuration: Make sure that the webhooks are configured and enabled correctly to ensure that conversations are processed and assigned once the bot completes its task.
Check the sending history: Review how many templates have been sent to the customer in the last 24 hours to confirm whether Meta's allowed limit has been reached.
✅ Possible Solutions
Wait 24 hours: If the error is due to Meta's limit, you must wait a full day from the sending of the first templates before trying to contact the customer again through this channel.
Configure a contingency rule: You can create a rule that automatically assigns the conversation to an agent when the system detects a delivery error, preventing the customer from being stranded in the bot.
Optimize template usage: Avoid sending more than two templates daily to the same contact to prevent preventive blocks by the platform.
📝 Additional Notes
The template limit is a Meta safety mechanism to prevent abuse; once reached, there is no manual way to bypass it until the required time passes.
It is vital that workflows anticipate delivery error scenarios so that human attention can intervene as backup.
🖼️ Practical Example / Use Case
Case: The customer "Ópticas Veo+" reported that a message did not reach the recipient after sending two previous templates on the same day. The conversation was trapped in the bot with no advisor able to see it.
Solution: It was confirmed that the block was due to excess templates according to Meta's rules. The necessary time was waited to resume contact and a custom rule was configured so that, in the event of future sending errors, the case is immediately assigned to a support agent for manual follow-up.
📞 When to Contact Support?
If conversations continue to not be assigned correctly after verifying that there are no Meta blocks or workflow errors.
If you experience technical difficulties configuring automatic assignment rules for delivery errors.
Don't let Meta's limits stop your operations! 🚀
If you notice that chats get "stuck" in the bot after sending a template, it's most likely that you've reached the limit of two daily attempts allowed by WhatsApp. Respect waiting times to avoid spam blocks, configure contingency rules so an agent intervenes when sending errors occur, and optimize your communications so each template counts. ✅