If customers are messaging your WhatsApp number but the e-commerce bot is not replying, here are common causes.
Agent Has Taken Over
If a chat agent has replied to the customer from the inbox, the bot is automatically paused for that conversation. The customer can restart the bot by sending a welcome keyword like 'hi', 'hello', or 'shop'. Alternatively, an agent can click 'Resume Bot' in the inbox sidebar to manually reactivate it.
No Products in Catalog
The e-commerce bot only activates when you have products in your catalog. Go to E-commerce > Products and ensure you have at least one product added and marked as available.
Webhook Not Configured
The WhatsApp webhook must be correctly configured in your Meta Developer Console. Verify that the webhook URL points to your Chatber account and that the 'messages' field is subscribed.
Product Out of Stock
If all products in a branch are out of stock, the bot may not show any products to the customer. Check your inventory levels in E-commerce > Products and update stock quantities.