Troubleshooting
Fixes for the most common problems, a WhatsApp webhook that won't verify, an AI that isn't replying, messages that don't send, and missing notifications.
The AI agent isn't replying
Open the chat in Conversations. If it says AI is paused or the chat is marked Needs you, check the handoff reason next to it and go through this list in order:
Working hours aren't the reason
The agent replies 24/7, even outside your working hours. Outside them, it tells the customer your team will follow up during working hours. The agent also waits a few seconds after the last message, so if a customer sends several messages in a row it answers them together.
The WhatsApp webhook won't verify
In Channels & integrations, open WhatsApp and look at Verified and Last event. If both are empty, the webhook isn't set up yet.
Connect the channel first
The Callback URL and Verify token only appear after you turn the channel on and click Connect once. Each channel has its own URL and token, so don't use the Messenger or Instagram ones.
Paste them exactly in your Meta app
In your Meta app: WhatsApp → Configuration → paste the Callback URL and Verify token exactly (no extra spaces) → Verify and save. If the Verify token doesn't match, Meta reports that verification failed.
Subscribe to "messages"
On the same page, subscribe to the messages field. Without it the webhook verifies but no messages arrive.
Make the app Live
Meta doesn't send some webhooks while the app is in Development mode. Switch it to Live.
If Verified shows but Last event stays empty and messages don't arrive:
- Wrong App secret: PropDrop rejects any message whose signature doesn't match. Copy it again from App settings → Basic and save.
- The channel is off: if you switched the channel off in Channels & integrations (status Disabled), messages aren't accepted. Turn it back on.
- Meta test number: if you're testing with Meta's test number, add the customer's number to the allowed list in your Meta app.
- If you saw "Connected, but the webhook URL couldn't be set automatically", paste the Callback URL and Verify token yourself as above.
Full steps in WhatsApp.
My reply isn't sent (the 24-hour window)
Meta decides when you can reply to a customer from outside its own apps:
| Channel | Within 24 hours of the customer's last message | After 24 hours | After 7 days |
|---|---|---|---|
| Normal reply | Approved template messages only, which PropDrop doesn't send | Same | |
| Messenger & Instagram | Normal reply | With the Human Agent tag, if your Meta app is approved for it | No reply until the customer writes again |
- The AI agent always replies to a message that just arrived, so it's inside the 24 hours.
- If you see "Not sent: the 24-hour window is closed", wait for the customer to write again, or call them.
- If you see "Meta refused: your Meta app isn't approved for Human Agent", you can still reply from the Messenger or Instagram app on your phone, and the reply shows up in PropDrop.
See Messaging window.
Other messages that don't send
| What you see | Fix |
|---|---|
| "Not sent: this channel is disconnected. Check Settings" | The channel was disconnected or turned off. Reconnect it in Channels & integrations. |
| "Meta test number: add this customer's number to the allowed list…" | Add the number to the allowed list in your Meta app, or use your real number. |
| "WhatsApp couldn't deliver this message to that number" | The number probably isn't on WhatsApp. Reach the customer another way. |
| "Not sent: the customer blocked your bot on Telegram" | The customer has to unblock the bot and message it again. |
Notifications don't arrive
- Notifications are turned on per device in Settings → Notifications.
- If permission was denied, allow notifications in your browser's site settings (the lock icon).
- On iPhone you must install PropDrop on the Home Screen and open it from the icon.
- Not every notification goes to every role: sales agents, for example, don't get Needs you alerts.
Details in Notifications.
The invite link doesn't work
| What you see | Why, and the fix |
|---|---|
| "This invite is invalid or expired" | The link is older than 14 days, was revoked, or was already accepted. Ask the company for a new invite. |
| "This invite is for a different email than the one you're signed in with" | Click Log out and use the right account and sign in with the email the invite was sent to. |
| "Your account already belongs to another company" | Each account can be in one company only. Accept with a different email. |
| "You've used all the seats on your plan" (when inviting) | Revoke an old invite or remove a member, or request an Extra seat. |
See Invite your team.
I can't publish a listing or project
If you see that you've reached your plan's limit, your available or reserved listings (or active projects) hit your plan's cap. Save it as a draft (drafts are unlimited), change the status of units that sold or stopped, request +100 active listings, or upgrade. See Plans.
I can't turn a channel on
If the channel says "Available on … and above", it isn't in your plan. Starter includes website chat and WhatsApp only. See Plans.
Still stuck?
Contact PropDrop support with your company name, exactly what's happening, and the message you see.