Log Kesalahan
Log kesalahan adalah daftar urutan waktu dari segala sesuatu di akun Anda yang tidak berfungsi: pesan yang tidak dapat dikirim, balasan AI yang tidak terkirim, saluran yang kehilangan koneksi, atau impor yang gagal di tengah jalan.
Setiap entri memuat kode singkat, penjelasan dalam kata-kata sederhana, dan apa yang harus dilakukan — jadi saat ada sesuatu yang terlihat salah, Anda dapat melihat alasannya sendiri dan memperbaikinya, alih-alih menulis ke dukungan dan menunggu jawaban. Ini juga cara tercepat untuk membedakan masalah nyata dari sesuatu yang berperilaku sebagaimana mestinya (kontak yang memilih keluar, jendela balasan yang ditutup).
Tempat Menemukannya
Di menu utama di sisi kiri layar, paling bawah, klik Log kesalahan — letaknya tepat di atas Bantuan. (Di ponsel, ketuk ikon menu ☰ terlebih dahulu, lalu Log kesalahan.)
Membaca Baris
Setiap baris adalah satu hal yang gagal, diurutkan dari yang terbaru.
| Bagian baris | Apa yang diberitahukan kepada Anda |
|---|---|
| Waktu | Berapa lama yang lalu hal itu terjadi. Arahkan kursor ke sana untuk melihat tanggal dan waktu yang tepat. |
| Kode | Kode singkat untuk jenis kegagalan ini, misalnya TW-63016. Klik untuk menyalin. Setiap kode dijelaskan di bawah. |
| Kategori dan saluran | Area mana yang termasuk di dalamnya (pengiriman, AI, saluran, penagihan, dan sebagainya) dan di saluran mana hal itu terjadi. |
| Apa yang terjadi | Kegagalan dalam satu baris, dengan tautan ke kontak jika ada. |
| Apa yang harus dilakukan | Perbaikan, dalam satu baris. |
Klik baris untuk memperluasnya. Baris yang diperluas menambahkan penjelasan lengkap, pesan dari penyedia itu sendiri jika ada, kode numerik dari penyedia, dan tombol yang membawa Anda langsung ke tempat Anda memperbaikinya — Buka obrolan, Buka Saluran, dan sejenisnya. Tentang kode ini membuka halaman ini pada entri kode tersebut.
Filter
Di atas daftar, Anda dapat mempersempit pencarian:
- Rentang waktu — 24 jam, 7 hari, atau 30 hari. Halaman ini terbuka pada 7 hari dan mengingat rentang yang Anda pilih.
- Chip kategori — satu chip per kategori, masing-masing dengan jumlah entri dalam rentang tersebut. Klik untuk hanya menampilkan kategori itu.
- Saluran — batasi daftar ke satu saluran, misalnya WhatsApp atau Instagram.
- Hanya kesalahan — menyembunyikan peringatan dan entri yang hanya bersifat informasi, menyisakan hal-hal yang benar-benar gagal.
- Pencarian — ketik nama atau nomor kontak, atau kode, untuk menemukan entri tertentu.
Apa yang Dicakup Log
- Pesan yang tidak dapat dikirim, di setiap saluran — WhatsApp Business, WhatsApp Web, SMS, Instagram, Messenger, Telegram, email, dan LinkedIn.
- Waktu saat AI tidak membalas, dan alasannya — tidak ada agen yang diatur untuk menjawab, kredit habis, batas tercapai, jadwal ditutup.
- Masalah saluran — sesi WhatsApp Web yang terputus, login kedaluwarsa, batas pengiriman tercapai.
- Penagihan dan batas — pembayaran yang tertunda, pengiriman dijeda, saldo kredit kosong, batas kontak tercapai.
- Impor basis pengetahuan yang gagal.
- Siaran dan kampanye yang dijeda secara otomatis.
- Jalannya otomatisasi yang berhenti dengan kesalahan.
- Webhook yang gagal atau dimatikan setelah kegagalan berulang.
- Kalender ruangan yang tidak dapat dibaca.
Apa yang Tidak Dicakup
- Segala sesuatu yang berfungsi. Log hanya mencantumkan kegagalan, jadi halaman kosong adalah kabar baik.
- Pemadaman di seluruh platform. Jika beberapa hal yang tidak terkait gagal sekaligus, periksa Status Sistem terlebih dahulu.
- Hasil per penerima dari siaran. Untuk mengetahui kinerja pengiriman secara keseluruhan, buka siaran itu sendiri — lihat Siaran.
Kapan Harus Menghubungi Dukungan
Most entries tell you exactly what to change, and you can do it yourself. When an entry says to get in touch, or the same code keeps coming back after you’ve followed the fix, contact support and include the code and the time it happened (copy them straight from the row). That’s usually enough for us to find it without any back and forth.
Semua Kode Kesalahan
Bagian pertama dari kode menunjukkan dari mana kegagalan tersebut berasal:
- TW — Twilio, penyedia di balik WhatsApp Business dan SMS. Angka setelahnya adalah kode kesalahan milik Twilio.
- META — WhatsApp Business melalui Meta. Angka tersebut adalah kode kesalahan milik Meta.
- WAW — WhatsApp Web.
- APP — Kode milik Your AI Connector, digunakan untuk segala hal yang tidak diberikan angkanya oleh penyedia.
Setiap kode di bawah ini memiliki tautannya sendiri, jadi Tentang kode ini di dalam aplikasi akan mengarahkan Anda ke entri yang tepat.
WhatsApp Business (Twilio)
| Code | What it means | What to do |
|---|---|---|
TW-63005 |
WhatsApp rejected the message content. WhatsApp rejected the content of this message. | Check the message text, any media, and the template’s header and variables, then send again. |
TW-63007 |
Sender number is not connected. This message was sent from a number that is not connected as a WhatsApp sender. | Reconnect the number under Settings → Channels, then try again. |
TW-63012 |
Temporary WhatsApp problem. WhatsApp had a temporary problem on their side. | Try sending again in a few minutes. |
TW-63016 |
24-hour reply window closed. The 24-hour reply window with this contact has closed, so a free-form message cannot be delivered. | Send an approved template to reopen the conversation. |
TW-63021 |
Content not accepted by WhatsApp. The content did not pass WhatsApp’s checks: an unsupported message type, media that is too large or not publicly reachable, or a header or button text over the length limit. | Check that media links open in a private browser window, shorten button labels, and keep template bodies under 1,024 characters. |
TW-63024 |
Number cannot receive WhatsApp messages. This number cannot receive WhatsApp messages. It may not be on WhatsApp, or the person has not accepted WhatsApp’s latest terms. | Confirm the number with the contact, or reach them by SMS or email. |
TW-63027 |
Template not available in this language. The template does not exist in the language it was sent in. | Pick a template approved in the contact’s language, or create one in that language under Templates. |
TW-63032 |
Blocked by a Meta experiment. WhatsApp will not deliver to this number because Meta has included it in a platform experiment. | There is nothing to fix on your side. Reach the contact on another channel if it is urgent. |
TW-63049 |
Marketing template blocked by Meta. Meta blocked this marketing template. Marketing templates can no longer be delivered to US numbers. Elsewhere this is usually a temporary cap on how many marketing messages that person can receive. | For US contacts use SMS or email. For other countries, try again later. |
TW-63050 |
Contact opted out of marketing. This person opted out of marketing messages from your business on WhatsApp. | They will not receive marketing templates again until they opt back in. Utility and service messages still work. |
TW-63051 |
WhatsApp sender locked by Meta. This WhatsApp sender is locked by Meta. This usually happens after 30 days with no messages sent. | Contact support to get it re-registered. |
TW-63058 |
Country not allowed for business messaging. WhatsApp does not allow business messaging to recipients in this country. | Reach the contact by SMS or email. |
TW-21211 |
Invalid phone number. The contact’s phone number is not a valid number: a missing country code, a typo, or extra digits. | Open the contact and correct the number in international format, for example +14155551234. |
TW-21212 |
No approved sender on this account. The number this message was sent from is not an approved WhatsApp sender, so the provider refused it. | Open Settings → Channels and check your WhatsApp Business number is connected and approved. If it shows as connected, contact support and quote this code. |
TW-21408 |
Destination country not enabled. Sending to the contact’s country is switched off on the sending account. | For SMS with your own Twilio account, enable the country under Messaging → Settings → Geo Permissions in the Twilio Console. For WhatsApp, contact support. |
TW-21602 |
Empty message. The message had no text, so it could not be sent. | Add text to the message and send again. |
TW-21610 |
Contact replied STOP. This person texted STOP to your number, so carriers block further texts to them. | Remove them from your lists. They can text START to your number to opt back in. |
TW-21656 |
Template variables do not match. The values filled into the template did not match its placeholders: a missing or empty value, or a value with line breaks. | Check every variable has a value and no line breaks, then resend. |
TW-21703 |
No sender available for this destination. The account has no sender that can reach this contact’s country with this type of message. | Check the number under Settings → Channels. If it is connected and approved, contact support and quote this code. |
SMS (Twilio)
WhatsApp Business (Meta)
| Code | What it means | What to do |
|---|---|---|
META-131026 |
Message undeliverable. WhatsApp could not deliver this message. The number may not be on WhatsApp, the person may not have accepted the latest terms, or their app is very out of date. | Confirm the number with the contact, or reach them another way. |
META-131047 |
24-hour reply window closed. More than 24 hours have passed since the contact last messaged you, so a free-form message cannot be delivered. | Send an approved template to reopen the conversation. |
META-131049 |
Marketing message held back by Meta. Meta did not deliver this marketing message to keep engagement healthy. The contact has hit their limit of marketing messages for now. | Wait at least 24 hours before sending marketing templates to this contact again. |
META-131053 |
Media could not be uploaded. The media attached to this message could not be uploaded to WhatsApp. | Check the file type is supported and the link opens publicly, then resend. |
META-131056 |
Too many messages to this contact. Too many messages were sent to this contact in a short period. | Wait a little before messaging this contact again. |
META-132000 |
Template variables do not match. The number of values filled into the template did not match the template’s placeholders. | Check every placeholder has a value, then resend. |
META-132001 |
Template not found or not approved. The template does not exist in this language or has not been approved yet. | Pick an approved template in the contact’s language under Templates. |
META-132015 |
Template paused for low quality. Meta paused this template because of low quality ratings. | Edit the template to improve it and resubmit; use another approved template in the meantime. |
META-130472 |
Blocked by a Meta experiment. Meta did not send this message as part of a platform experiment. | There is nothing to fix on your side. |
META-133010 |
Number not registered with WhatsApp Business. The sending number is not registered on the WhatsApp Business Platform. | Reconnect the number under Settings → Channels. If it stays like this, contact support. |
Messenger dan Instagram
| Code | What it means | What to do |
|---|---|---|
APP-1901 |
Facebook page automation conflict. Facebook would not let this reply through because another app or Facebook’s own automated responses currently control this conversation. | In your Facebook Page settings, turn off Facebook’s automated responses and, under Advanced Messaging → Handover Protocol, make the connected app the primary receiver. Then reply again. |
APP-1902 |
Meta 24-hour window closed. Instagram and Messenger only allow replies within 24 hours of the contact’s last message. This contact went quiet more than a day ago, so Meta blocked the message. | Wait for the contact to message again. Templates do not exist on these channels; reach them by WhatsApp, SMS or email if it cannot wait. |
APP-1903 |
Comment already has a private reply. Meta allows one private reply per comment, and this comment already got one. | Nothing to fix. Continue in the contact’s DM thread instead. |
APP-1904 |
Comment no longer available. The comment was deleted or is too old for a private reply (Instagram allows private replies for 7 days). | Nothing to fix. |
APP-1905 |
Missing Facebook or Instagram permission. Meta refused the message because the connection is missing a permission. | Reconnect the account under Settings → Channels and accept every permission. For Instagram, also check the account is a professional account linked to your Facebook Page and that “Allow access to messages” is on in the Instagram app. |
APP-1906 |
Facebook or Instagram login expired. The login token for this Page or Instagram account has expired or was revoked, so nothing can be sent. | Reconnect the account under Settings → Channels. |
APP-1907 |
Contact no longer reachable. Meta no longer finds this conversation or person. They may have blocked you, deleted their account, or removed the conversation. | Nothing to fix. |
APP-1908 |
Temporary Meta error. Meta had a temporary problem. | Try again in a few minutes. |
APP-1909 |
Meta rejected this message. Meta refused this message for the reason shown in the expanded row. | Read the detail; if it is not clear, contact support and quote this code. |
WhatsApp Web
| Code | What it means | What to do |
|---|---|---|
WAW-463 |
WhatsApp is limiting messages to this contact. They may have blocked this number, or it is a new conversation WhatsApp will not allow from this account yet. | Wait and try later, or reach the contact another way. New numbers should warm up gradually. |
WAW-479 |
Temporary WhatsApp connection issue. | Try sending again. |
APP-1101 |
WhatsApp Web is not connected. The message could not go out because the WhatsApp Web connection was down at the time. | Open Settings → Channels and click Reconnect, then scan the QR code with the phone. Resend the message afterwards. |
APP-1102 |
No WhatsApp number connected. This account has no connected WhatsApp number, so the message had nowhere to go. | Connect a number under Settings → Channels. |
APP-1103 |
Sent on the wrong WhatsApp connection. This conversation lives on your WhatsApp Web number, but the message was sent through WhatsApp Business. | Reply from the chat itself so it uses the conversation’s own channel. |
APP-1104 |
WhatsApp Business sender not set up. The account tried to send through WhatsApp Business, but no WhatsApp Business number is set up. | Connect a WhatsApp Business number under Settings → Channels, or switch the contact to a channel you have connected. If a number is connected, contact support and quote this code. |
APP-1201 |
Invalid phone number. The contact’s phone number could not be validated. | Open the contact and correct the number in international format. |
APP-1301 |
Daily new-contact limit reached. (warning) This WhatsApp Web number has reached today’s limit for messaging people who have never messaged it. The limit exists to protect the number from being banned. | Wait until tomorrow. The limit grows as the number warms up. See Scaling WhatsApp outreach safely. |
APP-1401 |
No approved template attached. A template message was sent without an approved template. | Pick an approved template under Templates and resend. |
Saluran Lainnya
| Code | What it means | What to do |
|---|---|---|
APP-1501 |
Email address rejected. The recipient’s mail server rejected the address. | Check the contact’s email address for typos. |
APP-1502 |
No email inbox connected. This account has no connected email inbox to send from. | Connect one under Settings → Channels → Email. |
APP-1503 |
Email could not be sent. The email could not be sent for the reason shown in the expanded row. | Check your email provider settings under Settings → Custom Email Provider. |
APP-1601 |
Telegram session expired. The Telegram login for this account was ended, usually from the Telegram app’s active sessions. | Reconnect Telegram under Settings → Channels. |
APP-1602 |
Blocked on Telegram. One side has blocked the other on Telegram, so the message cannot be delivered. | Nothing to fix from here. |
APP-1603 |
Telegram message failed. Telegram did not accept this message. | Try again; if it repeats, reconnect Telegram under Settings → Channels. |
APP-1701 |
SMS not set up. This account has no SMS sender connected. | Connect your Twilio account or Android phone under Settings → SMS Provider. |
APP-1801 |
LinkedIn conversation not linked. The message could not be matched to a LinkedIn conversation. | Open the conversation from the LinkedIn page and reply from there. If it repeats, contact support. |
APP-2001 |
Sending paused: billing. Outbound messages are paused because of an unpaid invoice or a blocked subscription. | Settle the payment under Settings → Billing; sending resumes automatically. |
APP-9001 |
Delivery failed. The message could not be delivered. The provider’s reason, when there was one, is shown in the expanded row. | Try again; if it keeps happening, contact support and quote this code and the time. |
AI
Saluran
Penagihan dan Batas
Basis Pengetahuan
Siaran dan Kampanye
| Kode | Apa artinya | Apa yang harus dilakukan |
|---|---|---|
APP-5101 |
Kampanye dijeda secara otomatis. Kampanye dijeda karena terlalu banyak pesan gagal berturut-turut. | Baca kegagalan di atasnya dalam log ini, perbaiki penyebabnya, lalu lanjutkan kampanye. |
APP-5102 |
Penjaga kirim menghentikan siaran. Siaran dihentikan karena sepertinya ditujukan kepada orang yang tidak pernah mengirimi Anda pesan, yang berisiko bagi nomor tersebut. | Tinjau audiens, lalu lanjutkan dari halaman siaran. |
APP-5103 |
Peringatan penjaga kirim. (peringatan) Siaran mengirim pesan ke banyak orang yang tidak pernah mengirimi Anda pesan. | Jaga audiens tetap hangat dan volume bertahap. Lihat Menskalakan jangkauan WhatsApp dengan aman. |
APP-5104 |
Siaran dijeda secara otomatis. Siaran dijeda setelah kegagalan berulang. | Perbaiki penyebab yang ditunjukkan dalam kegagalan pengiriman, lalu lanjutkan. |
Otomatisasi
Integrasi
Janji Temu
Langkah Selanjutnya
- Status Sistem — periksa apakah masalah ada di pihak kami.
- Notifikasi — pilih kegagalan mana yang juga akan dikirimkan kepada Anda melalui email, push, atau lonceng.
- Webhook — kirim peristiwa ke sistem Anda sendiri.