Skip to main content
Chatarmin needs to own your WhatsApp number completely: incoming messages, replies, templates, campaigns and flows. If another app (for example Klaviyo, a helpdesk or your previous provider) is still set as the responder in Meta, it receives your customers’ messages instead of Chatarmin. Flows don’t trigger, chats stay empty and replies fail. Do this check every time you create your WhatsApp account in Chatarmin or switch to Chatarmin from another provider.

​
Set chatarmin.com for every entry point

  1. Open Meta Business Suite and go to the conversation routing settings of your WhatsApp number.
  2. In “Manage who responds to messages”, select chatarmin.com for every entry point:
    • Customer replies to click-to-WhatsApp ad
    • Customer sends a message
    • Calls with customers
    • Customer replies to a marketing message
    • Customer replies to a utility message
  3. Click “Apply”.
Manage who responds to messages in Meta Business Suite
  1. Meta asks you to confirm the change. Click “Update”.
Confirm the conversation routing update
Every entry point has to be set to chatarmin.com. If only one of them still points to another app, Chatarmin won’t receive those messages. For example, replies to your marketing campaigns would never reach Chatarmin.

​
Conversations that are still running

The new setting applies the next time a conversation is routed. Conversations already in progress stay with the previous app until they end. This usually happens within 24 hours of the customer’s last message, but ongoing conversations can take longer.
Keep the previous app connected until those conversations are finished. Disconnect it afterwards so Chatarmin is the only responder on your number.
While a conversation still belongs to the previous app, Chatarmin shows the customer’s new messages so your team doesn’t miss anything, but replying is paused: Chat with replies paused while another app still owns the conversation Once the conversation has ended, the message box comes back on its own and Chatarmin handles the conversation as usual.

​
Signs that another app is still the responder

  • New customer messages don’t show up in the Chatarmin inbox.
  • Flows triggered by customer messages (keywords, welcome flows, AI replies) don’t start.
  • A chat shows: “Another app connected to this WhatsApp number is handling this conversation.”
  • Replies fail with Meta error 131070.
If you see any of these, check the routing settings above first. If everything is already set to chatarmin.com and the problem stays, contact support.