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Quick Diagnostics

Having issues with WhatsEngine? Use this quick checklist to identify and resolve common problems.
Test these basics first:
  1. Send list command - do you get a response?
  2. Create a simple task: today-15:30 test task
  3. Check if you received a confirmation with task ID
  4. Try completing the task: done [ID]
  5. Verify completion message
If any step fails, continue to specific troubleshooting sections below.

Message Not Being Received

WhatsApp Integration Issues

Symptoms: You send messages but get no response from WhatsEngineSolutions:
1

Check Phone Number

Verify you’re registered with the correct WhatsApp number:
  • Must include country code (+1, +44, etc.)
  • Check dashboard profile settings
  • Ensure number matches exactly
2

Verify Bot Number

Ensure you’re sending TO the correct bot number:
  • Check the bot number in your dashboard
  • Save it as a contact for easy access
  • Test with a simple “hello” message first
3

Test Webhook Connection

# Test your webhook endpoint directly
curl -X POST "https://yourdomain.com/api/whatsapp-webhook?secret=YOUR_SECRET" \
  -d "type=whatsapp&data[phone]=+1234567890&data[message]=test"

Message Parsing Problems

Format Recognition Issues

Problem: Messages like today 3:30 PM call client create no taskSolution: Use 24-hour format with hyphen
❌ Wrong formats:
today 3:30 PM call client
today at 15:30 call client  
today/15:30 call client

✅ Correct formats:
today-15:30 call client
today-1530 call client
today-15.30 call client
Problem: Custom date formats not workingSolution: Use supported date formats
❌ Wrong formats:
Dec 25 15:30 call client
12/25/2024-15:30 call client
25-12-2024-15:30 call client

✅ Correct formats:
today-15:30 call client
tomorrow-15:30 call client  
2024-12-25-15:30 call client
Problem: Very short task descriptions get rejectedExample:
❌ Rejected: "today-15:30 call"
❌ Rejected: "today-15:30 go" 

✅ Accepted: "today-15:30 call client"
✅ Accepted: "today-15:30 go to meeting"
Rule: Task text must be at least 3 characters after cleaning common words

Natural Language Issues

Problem: Times appearing wrong in confirmationsDebug Steps:
  1. Check your timezone setting in dashboard
  2. Verify it matches your actual location
  3. Test with a simple message and check the confirmation time
Example:
User timezone: UTC+5
Message: "today-15:30 call client"  
Expected confirmation: "Task scheduled for today at 3:30 PM"

If you see different time, update timezone setting

Team Assignment Problems

Team Member Not Found

Problem: @john today-15:30 meeting creates personal task insteadDebugging:
1. Check team member exists:
   - Go to dashboard → Team
   - Verify "john" is listed as slug
   - Ensure member is active

2. Test exact match:
   - Use exact slug from dashboard
   - Check for typos or extra spaces
   - Try without @ symbol: "john today-15:30 meeting"
Common Issues:
  • Slug mismatch: Dashboard shows “john_doe” but you use “john”
  • Inactive member: Team member disabled in settings
  • Case sensitivity: “John” vs “john” (should work both ways)
Problem: #developers today-16:00 meeting creates personal taskDebugging:
1. Verify tag exists:
   - Dashboard → Team → Tags
   - Check exact tag name
   - Ensure tag has team members assigned

2. Check team member assignments:
   - Each team member should have tag_ids set
   - At least one member must have this tag
   - Members with tag must be active
Setup Example:
Tag: {"id": 1, "name": "developers"}

Team Members:
- alice: {"tag_ids": [1]} ✅
- bob: {"tag_ids": [2]}   ❌ (wrong tag)
- charlie: {"tag_ids": [1], "is_active": false} ❌ (inactive)

Assignment Setup Issues

Check team_members table:
SELECT id, name, slug, phone, is_active, tag_ids 
FROM team_members 
WHERE user_id = 'your-user-id';
Required fields:
  • name: Display name
  • slug: Unique identifier (lowercase, no spaces)
  • is_active: Must be true
  • user_id: Your user ID

Reminder System Issues

Not Receiving Reminders

Problem: Tasks created but no reminder messages receivedCauses:
  1. Future scheduling: Task scheduled for future, reminders come at scheduled time
  2. WhatsApp API issues: Check API credentials and quota
  3. Phone number problems: Incorrect or unregistered WhatsApp number
  4. Processing function stopped: Background reminder system not running
Debug Steps:
-- Check if reminders are being logged
SELECT * FROM notification_history 
WHERE message_type = 'reminder' 
AND user_id = 'your-user-id'
ORDER BY sent_at DESC;

-- Check task scheduling
SELECT id, task_text, target_datetime, identifier
FROM tasks
WHERE user_id = 'your-user-id'
AND target_datetime <= NOW();
Problem: Get first reminder but no follow-upsExpected Behavior:
  • First reminder at scheduled time
  • Follow-up every 30 minutes until completion
  • Task stays in tasks table until done
Check:
-- Task should still exist and have updated target_datetime
SELECT task_text, target_datetime, identifier
FROM tasks  
WHERE identifier = 'your-task-id';

-- Should show multiple reminders
SELECT COUNT(*) as reminder_count
FROM notification_history
WHERE related_task_id IN (
  SELECT id FROM tasks WHERE identifier = 'your-task-id'
);

Reminder Timing Issues

Problem: Reminders at wrong local timeSolution:
  1. Update timezone in user profile
  2. Use numeric offset format: “+5”, “-8”
  3. Test with a near-future task
Example:
Your location: New York (UTC-5)
Message: "today-15:30 test reminder"
Expected: Reminder at 3:30 PM New York time

Task Completion Issues

”Done” Command Not Working

Problem: done 1 returns “Task not found”Debug Steps:
1. Check active tasks:
   Send: "list"
   Look for task with ID 1

2. Verify task ID format:  
   Use exact ID from confirmation message
   ❌ "done #1" or "done task 1"
   ✅ "done 1"

3. Check if already completed:
   Task might have been completed already
   Check dashboard completed tasks
Problem: Send done 1 but task still sends remindersCauses:
  • Database transaction failed
  • Task not moved to finished_task table
  • Processing error during completion
Check:
-- Task should be removed from tasks table
SELECT COUNT(*) FROM tasks WHERE identifier = 1;

-- Task should appear in finished_task table  
SELECT * FROM finished_task WHERE identifier = 1;

Performance & Reliability

Message Processing Delays

Symptoms: Long delays between message and confirmationOptimization:
  • Send one message at a time
  • Avoid very long task descriptions
  • Use simple time formats
  • Check internet connection stability

Database Synchronization

Problem: Dashboard shows different data than WhatsApp responsesSolutions:
  1. Refresh dashboard: Hard refresh (Ctrl+F5)
  2. Check sync status: Look for sync indicators in dashboard
  3. Force sync: Log out and back in to dashboard
  4. Clear cache: Clear browser cache and cookies
Problem: Recently created tasks don’t appear in dashboardDebug:
  • Check if task creation was confirmed via WhatsApp
  • Wait 30 seconds and refresh dashboard
  • Check browser network tab for API errors
  • Verify you’re logged into correct account

Getting Help

Self-Service Tools

System Status

Check status.whatsengine.com for service health

Test Webhook

Use built-in webhook tester in dashboard settings

Export Logs

Download recent activity logs for debugging

Reset Integration

Reset WhatsApp integration from settings

When to Contact Support

Contact support immediately for:
  • Data loss or corruption
  • Security concerns
  • Billing issues
  • Service outages lasting > 15 minutes
Include in support requests:
  • Exact error messages
  • Screenshots of issues
  • Phone number and account email
  • Steps to reproduce the problem
  • Recent message examples that failed

Support Channels

[email protected]Response times:
  • Free plan: 48 hours
  • Pro plan: 24 hours
  • Business plan: 4 hours

Before Contacting Support

1

Try Basic Troubleshooting

  • Complete the quick health check at top of this page
  • Check system status page
  • Review recent changes to your setup
2

Gather Information

  • Note exact error messages
  • Save screenshots of issues
  • Record steps that reproduce the problem
  • Check recent webhook logs
3

Test Isolation

  • Try with a different phone number
  • Test simple messages vs complex ones
  • Check if issue affects all features or just specific ones

Common Solutions Summary

When nothing works, try this sequence:
  1. Log out and back into dashboard
  2. Verify phone number in profile settings
  3. Test with simple message: today-15:30 test
  4. Check webhook URL and secret
  5. Clear browser cache
  6. Try from different device/browser
Always use these formats:
✅ Personal: "today-15:30 call client"
✅ Team: "@john today-15:30 meeting" 
✅ Group: "#team today-15:30 standup"
✅ List: "list" or "list today"
✅ Complete: "done 1"
  1. Check status.whatsengine.com
  2. Try the webhook test tool in dashboard
  3. Contact support with detailed information
  4. Join community forum for peer help