Why did a client not get the WhatsApp message?
A WhatsApp notice goes out if the client wrote in the last 24 hours; otherwise the same notice goes by email or Telegram.
Updated 02 Sep 2026
WhatsApp only allows free-form messages during the 24 hours after the client last wrote. Outside that window, Meta only allows approved templates and charges for them.
That is why WhatsApp notices are sent inside that window. If the client has not written, that channel is skipped and the same notice goes out by email or Telegram, so the person still finds out.
The other two usual causes are that the client did not give consent for WhatsApp notices (the checkbox on the booking form or the buttons in the bot first message), or that the send fell inside your quiet hours.
In Communication › History you can see what happened with each message and the exact reason, with no guessing.