WhatsApp handoff problems

A WhatsApp order has two relevant events: the form is submitted, and the customer sends the prepared message. Check which event happened before investigating the other.

WhatsApp does not open

Review the form's submit action and confirm Submit response to WhatsApp is selected. Check the customer device: it needs an available WhatsApp app or web experience, and the customer may need to sign in or link their account.

Try the public form link in the device's normal browser if an embedded browser or another app prevents the handoff. Keep an alternative contact or ordering route available for customers who do not use WhatsApp.

The wrong conversation opens

Check Route to this number in the handoff setup. Include the international country code. If Dynamic routing is enabled, inspect the selected form field and its value for that order.

Do not confuse the customer contact field with the business number that should receive the message.

The message is incomplete

Review the customized message and the form's order summary. Recheck the same product selections in Preview. If the amount itself is wrong, correct the order calculation before changing the WhatsApp wording.

The order exists but there is no message

The customer must press Send in WhatsApp. Opening the chat does not send the message. Find the saved submission in Responses and apply the confirmation policy you state on the form.

When asking support for help, include the form link, device and browser, and whether the problem occurs before WhatsApp opens, in the message preview, or after the customer sends it. Avoid including private chat content that is unrelated to the issue.