Message Statuses and Sending Rules
The tick marks next to a message, the "failed to send" warning, the Reply and Private Message tabs, and write permission.
The marks next to a message
A small icon next to each message you send tells you the status of the message.
| Icon | Status | Meaning |
|---|---|---|
| ✓ (single tick, gray) | Sent | The message reached the WhatsApp server |
| ✓✓ (double tick, gray) | Delivered | The message reached the customer’s phone |
| ✓✓ (double tick, green) | Read | The customer opened and read the message |
| ❗ (red circle) | Failed | Hovering over it shows “Message could not be sent” |
Statuses update automatically; you do not need to refresh the page. When the double tick turns green, you know the customer has seen your message.
The read receipt may be blocked if the customer has turned off read receipts on WhatsApp. In that case, the double tick stays gray even if the message has been read.
Color in private messages
For notes you write from the Private Message tab, the ticks are orange. This lets you tell messages sent to the customer apart from internal team notes.
Reply and Private Message tabs
Above the message box there are two tabs:
| Tab | Who does it go to? | 24-hour rule |
|---|---|---|
| Reply | The customer | Applies. Locks when the time runs out |
| Private Message | Only your teammates | Does not apply, can always be written |
A Private Message is an internal note that the customer does not see. Use it to leave information for another representative such as “This customer asked for a discount, be careful.” On small screens, the tab text is hidden and only the icon is shown.
When writing something you do not want to go to the customer, make sure you are on the Private Message tab. A message written on the wrong tab goes to the customer.
Quick replies
The Quick Replies button above the message box lists your frequently used answers. Click one and the text is added to the box. If sending is locked (24 hours have passed), the button is also disabled.
To create quick replies, see Quick Replies.
Why is the message box locked?
Sometimes the message box is closed to typing. Reasons and solutions:
| What you see | Reason | Solution |
|---|---|---|
| Select a message template button | 24 hours have passed | Send a template |
| Unregistered User warning | 24 hours have passed and the contact is not registered | Save the contact |
| You do not have write permission on this integration | Your admin has not given you write permission on this channel | Contact your admin |
| Red warning bar (with other text) | The server applied another rule | Read the explanation in the bar |
| A few seconds of lock | The conversation was just opened, messages are loading | Wait |
Write permission
Write permission is granted per channel. Someone who can see a channel may not be able to write on it. For such a user, the message box is gray and shows “You do not have write permission on this integration.” in red text above it. Admins set permissions; see Roles and Permissions.
Failed messages
If the red Message could not be sent icon appears:
- Check your internet connection. If the “Disconnected” warning is shown at the top, try again once the connection is back.
- If you sent a template, check that the template’s status is Approved.
- If 24 hours have passed, you cannot send a free-form message; use a template.
- The number may not use WhatsApp or may have blocked you.
- If the problem persists, check the channel’s connection status on the All Integrations page.
Conversation open on another device
If the same WhatsApp number is also used from the app on a phone, the device that responds can change during the conversation. The server detects this and, if necessary, locks the message box and writes the reason in the red bar. When the bar disappears, you can continue writing.
Common mistakes
- Not counting the single tick as “sent”: A single tick shows that the message reached WhatsApp; it does not mean it was delivered to the customer.
- Confusing Private Message with Reply: Look at the active tab before sending.
- Ignoring the red icon: The customer has not received your message at all.