Problem:
You are trying to reply to your customer inside of the Chatarmin chat feature but it won't send the message there are 3 main reasons why this could be:
Insufficient funds for 360Dialog
If you are lacking the funds on your 360Dialog Account, you can't be billed for the message and thus can't reply to your customer.
24-hour messaging Limit expired
META limits conversations to a 24-hour window and bills it as such. This means if a conversation is started on Day 1 at 11:00 unlimited messages can be sent between you and your customer. Once it is Day 2 11:00 the conversation window closes and you are going to have to pay to start a new conversation. The issue is you a WhatsApp Business Platform Account (your WhatsApp Account) can not start a conversation with a message, only with a Template.
Your account has been limited by META
Your WhatsApp account may have been limited by META and you are unable to send messages.
Solution:
Insufficient funds for 360Dialog
There are 2 main possibilities to be billed by 360Dialog for your conversations:
Smart Billing (recommended) - 360Dialog forecasts spending averages and charges your balance proactively based on behavior. This is the standard setting.
If you decide on this option, you have to manually charge your balance once for 360Dialog to be able to charge you in the future. You won't have to worry about charging your balance in the future.
Manual Billing - You charge your Balance manually and have to deposit again once your balance is 0. If you choose this setting make sure to regularly check your balance and recharge your balance on time.
TL;DR:
1. Go to https://app.360dialog.io/funds/
2. Click on "Add funds" and charge your balance.
3. (Optional) switch to "Smart"
24-hour messaging Limit expired
As previously mentioned if no conversation window is currently active you have to start a conversation via a campaign. To do this you will have to create a template first. You can create a template with a greeting and include a variable. We will later use the variable to include the message we want to communicate to the customer.
1. Create "Template"
2. Wait for the template to get approved by META
3. Go to the "Chat" feature and find the chat you want to reply to
4. Click "Start Conversation"
5. Select the template and fill out the variable with your custom text
6. Click "Send message"
Your account has been limited by META
META may have limited your account due to too many customers of yours having flagged your message as spam. You can check out your account status here:
https://business.facebook.com/wa/manage/phone-numbers
Click on the settings icon next to your phone number. You will then potentially see a message that states you have been blocked due to some users marking your messages as spam. You can apply for a review. Meta usually takes 24-48 hours to review your request and in most cases, you will become unblocked.
After you are unblocked you should wait some time before sending outbound campaigns again until your Quality Rating is High again. (Learn more about META Quality Rating here) The best way to do this is to let your Passive Lead-Generation Flows run due to users not marking self-initiated messages as spam.