Quick Diagnostics
Having issues with WhatsEngine? Use this quick checklist to identify and resolve common problems.🔍 Quick Health Check
🔍 Quick Health Check
Test these basics first:
- Send
listcommand - do you get a response? - Create a simple task:
today-15:30 test task - Check if you received a confirmation with task ID
- Try completing the task:
done [ID] - Verify completion message
Message Not Being Received
WhatsApp Integration Issues
- No Response at All
- Delayed Responses
- Partial Responses
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
Message Parsing Problems
Format Recognition Issues
Time Format Not Recognized
Time Format Not Recognized
Problem: Messages like
today 3:30 PM call client create no taskSolution: Use 24-hour format with hyphenDate Not Recognized
Date Not Recognized
Problem: Custom date formats not workingSolution: Use supported date formats
Task Text Too Short
Task Text Too Short
Problem: Very short task descriptions get rejectedExample:Rule: Task text must be at least 3 characters after cleaning common words
Natural Language Issues
- Timezone Confusion
- Time Keyword Issues
Problem: Times appearing wrong in confirmationsDebug Steps:
- Check your timezone setting in dashboard
- Verify it matches your actual location
- Test with a simple message and check the confirmation time
Team Assignment Problems
Team Member Not Found
Individual Assignment Fails
Individual Assignment Fails
Problem: Common Issues:
@john today-15:30 meeting creates personal task insteadDebugging:- 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)
Tag Assignment Fails
Tag Assignment Fails
Problem: Setup Example:
#developers today-16:00 meeting creates personal taskDebugging:Assignment Setup Issues
- Database Configuration
- Metadata Configuration
Check team_members table:Required fields:
name: Display nameslug: Unique identifier (lowercase, no spaces)is_active: Must betrueuser_id: Your user ID
Reminder System Issues
Not Receiving Reminders
Reminders Never Sent
Reminders Never Sent
Problem: Tasks created but no reminder messages receivedCauses:
- Future scheduling: Task scheduled for future, reminders come at scheduled time
- WhatsApp API issues: Check API credentials and quota
- Phone number problems: Incorrect or unregistered WhatsApp number
- Processing function stopped: Background reminder system not running
Reminders Stop After First One
Reminders Stop After First One
Problem: Get first reminder but no follow-upsExpected Behavior:
- First reminder at scheduled time
- Follow-up every 30 minutes until completion
- Task stays in
taskstable until done
Reminder Timing Issues
- Wrong Time Zone
- Delayed Reminders
Problem: Reminders at wrong local timeSolution:
- Update timezone in user profile
- Use numeric offset format: “+5”, “-8”
- Test with a near-future task
Task Completion Issues
”Done” Command Not Working
Task ID Not Found
Task ID Not Found
Problem:
done 1 returns “Task not found”Debug Steps:Completion Not Registered
Completion Not Registered
Problem: Send
done 1 but task still sends remindersCauses:- Database transaction failed
- Task not moved to finished_task table
- Processing error during completion
Performance & Reliability
Message Processing Delays
- Slow Response Times
- Failed Message Processing
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
Dashboard vs WhatsApp Mismatch
Dashboard vs WhatsApp Mismatch
Problem: Dashboard shows different data than WhatsApp responsesSolutions:
- Refresh dashboard: Hard refresh (Ctrl+F5)
- Check sync status: Look for sync indicators in dashboard
- Force sync: Log out and back in to dashboard
- Clear cache: Clear browser cache and cookies
Missing Recent Tasks
Missing Recent Tasks
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
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 Support
- Live Chat
- Community Forum
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
Reset Checklist
Reset Checklist
When nothing works, try this sequence:
- Log out and back into dashboard
- Verify phone number in profile settings
- Test with simple message:
today-15:30 test - Check webhook URL and secret
- Clear browser cache
- Try from different device/browser
Format Reminder
Format Reminder
Always use these formats:
When All Else Fails
When All Else Fails
- Check status.whatsengine.com
- Try the webhook test tool in dashboard
- Contact support with detailed information
- Join community forum for peer help