WhatsApp API Integration

Overview

Kraya's WhatsApp API integration lets you connect WhatsApp Business numbers using Meta's embedded signup, send and receive messages via the WhatsApp Cloud API, create and manage message templates, broadcast approved templates to multiple leads, and use organization-wide Quick Replies while chatting.

This integration enables professional WhatsApp messaging at scale, with support for media, interactive messages, automated broadcasts, and saved reply templates on the Chats page.

What you can do

• Connect one or more WhatsApp Business numbers using Meta's embedded signup
• Send an automatic Welcome Message template to new leads added from your forms, integrations, imports, or manual entry, picked per connected number
• Configure each connected number from WhatsApp Account Settings: AI Auto-Reply, Pause AI after a manual message, Auto Lead Creation (welcome message), Bump-Up Messages, Auto Follow-up, Business Hours, and sequence delays
• Send and receive 1:1 messages from the Chats page (within the 24-hour customer service window)
• Use Quick Replies from the Chats sidebar to send saved text and attachments when the session is open (same library as the Chrome extension)
• Create, edit, delete, and reorder Quick Replies on Chats (admin users)
• See when the AI is paused for a lead after you or your team replied by hand, and click Resume AI now to hand the chat back to the AI early
• Create and submit message templates for Meta approval
• Broadcast approved templates to selected leads or CSV import lists
• Configure automatic retries for failed broadcast messages (number of attempts and interval between attempts)
• Manage multiple WhatsApp Business accounts
• Track message delivery status and read receipts
• See per-template Delivered and Read rate figures on the Templates page, and open View insights for sent/delivered/read trends and button clicks over 7, 30, 90 days or a custom window
• Send media messages (images, videos, documents, audio)
• Send interactive messages (buttons, CTAs)
• Let AI Auto-Reply present its answer options as tappable WhatsApp reply buttons or lists (see AI Qualification)
• Let the AI send your approved templates during a conversation, each with your own "when to send this" instruction — set up under Knowledge Base → AI-Guided Template Sharing (see AI Qualification)

How it works (user-facing)

1. Connect WhatsApp Business number: Use Meta's embedded signup flow to link your WhatsApp Business number. Kraya then finishes the setup in the background and prepares a Welcome Message template for that number
2. Configure the number: Choose the welcome template, turn on the automations you want, and set business hours from the Connect WhatsApp page (see Configure your connected number)
3. Access scope on Chats:
   • Admins can view and interact with all organization leads on Chats
   • Non-admin members can view and interact only with leads in pipelines assigned to them
4. 24-hour window: After a lead messages you, you have 24 hours to send free-form messages. After that, you must use approved templates
5. Templates: Create message templates with variables, media, and buttons. Submit them to Meta for approval
6. Chats: Use the Chats page to send 1:1 messages when the 24-hour window is open, and optionally send Quick Replies from the sidebar when that session is active
7. Broadcast: Send approved templates to multiple leads at once (requires templates, not free-form messages)

Pages and entry points

• Connect WhatsApp: https://kraya-ai.com/dashboard/whatsapp-business-accounts
• Chats: https://kraya-ai.com/dashboard/whatsapp-messages
• Templates: https://kraya-ai.com/dashboard/template-message
• Broadcast: Available via a "Broadcast Message" button on the main Dashboard page (no separate route)

Who can use it

• Signed-in users can access WhatsApp API areas based on their role and assigned pipeline access
• If your organization plan restricts premium features, a banner may ask you to upgrade before using WhatsApp features
• Chats access by role:
  • Admins: Can access all chats in the organization
  • Non-admin members: Can access only chats for leads in their assigned pipelines
  • If a non-admin has no assigned pipelines, Chats loads with no visible conversations
• Quick Replies on Chats: All users can open the Quick Replies tab, browse categories, and send a quick reply when the messaging session is open. Admin users can also add, edit, delete, reorder groups and replies, and edit message text inline in the list

Multi-number support

• You can connect multiple WhatsApp Business numbers
• On Chats, Templates, and Broadcast flows, choose the active number from a dropdown
• The first active account is selected by default
• Each number operates independently with its own conversations and templates

CTWA attributes required in your organization

To fetch click-to-WhatsApp ad reference data, ensure these lead attributes exist in your organization:

• wa_ref_body
• wa_ref_headline
• wa_ref_ctwa_clid
• wa_ref_image_url
• wa_ref_video_url
• wa_ref_thumbnail_url
• wa_ref_source_id
• wa_ref_media_type
• wa_ref_source_url
• wa_ref_source_type
• wa_ref_welcome_message

Lead source: CTWA tagging

Leads created through the inbound WhatsApp webhook — that is, when someone messages your WhatsApp Business number for the first time, with or without coming from a click-to-WhatsApp ad — are automatically tagged with source = CTWA when the lead row is created in Kraya. You'll see this on the lead's Personal Info → Source field and in any filter or report that surfaces lead source.

This is set on the inbound path itself, not by a separate process, so it applies to:

• New conversations from organic WhatsApp messages to your number
• Click-to-WhatsApp ad replies (where the wa_ref_* attributes above are also populated)
• Both API and hosted-WhatsApp account types

Existing leads that already have a different source value (e.g., IndiaMART, Google Sheet) are not overwritten — only newly created leads pick up CTWA.

For sync into the WAPI Broadcasts pipeline: only leads in the Qualified stage are eligible to sync. Leads in any other stage on that pipeline stay local until you move them to Qualified.

Step-by-step guide

1) Connect a WhatsApp Business number (Embedded Signup)

Steps:

1. Go to Connect WhatsApp: https://kraya-ai.com/dashboard/whatsapp-business-accounts
2. Click Link WhatsApp API. On a first connection this button is in the middle of the "Connect WhatsApp Business API" welcome screen; once you have a number connected, it is in the top-right corner of the page. This opens Meta's embedded signup flow
3. Follow the on-screen steps:
   • Log in to your Facebook account
   • Select or create a Facebook Business Manager
   • Grant necessary permissions
   • Complete the WhatsApp Business setup
4. When you finish, your phone number appears in the table with the status Setup in Progress
5. Wait a minute and refresh the page. When setup is complete, the status changes to Active

What Kraya sets up automatically after you connect:

• Registers the number with the WhatsApp Cloud API so it can send and receive messages through Kraya
• Links the number to your Leads pipeline, if that pipeline is not already linked to another number. New leads in a pipeline linked to the number are the ones that can receive its welcome message
• Writes a Welcome Message template for the number, using your organization's name and business details, and submits it to Meta for approval. It appears on the Templates page as Welcome Message and is pre-selected in the Welcome Message column of the accounts table. It is not sent to anyone until you switch on Auto Lead Creation (see Set up the welcome message)
• Creates a Request Contact Info template for the number and pre-selects it in the Request Contact Info column
• Detects whether Meta's Marketing Lite API is already enabled for the business account and, if so, shows a Marketing Lite badge next to the number

Notes:

• You can connect more than one number. Each active number will appear in the dropdowns across Chats/Templates/Broadcast
• If a number already exists in your org, the app will not add a duplicate. You will see "Whatsapp account already exists"
• You need admin permissions in Facebook Business Manager to complete the setup
• The embedded signup flow handles all the technical integration automatically
• WhatsApp API features need a paid plan. On the free plan the connect buttons show "Please upgrade to continue using this feature." and the welcome screen's main button reads Upgrade

UI references:

Troubleshooting:

• If the account shows Setup in Progress for more than a few minutes, refresh the page. If it stays there, the welcome template step may not have completed — contact support with the phone number
• If the status shows Failed, setup could not be completed with Meta. Delete the number from the table and connect it again; if it fails again, contact support
• If linking fails, retry the flow. Ensure you are using the correct Facebook Business Manager and have admin permissions there
• If you see permission errors, check your Facebook Business Manager settings and ensure you have the necessary roles

1b) Link an existing WhatsApp Business App number (Coexistence)

The Connect WhatsApp page also has a Link Coexistence button next to the standard Link WhatsApp API button. This is Meta's coexistence flow: it lets a phone number already running the WhatsApp Business App on your phone stay on that app and connect to Kraya through the Cloud API at the same time. Chats keep working on your phone in the Business App, and new automation + broadcasts happen from Kraya — no need to migrate the number or lose your existing contacts.

When to use this flow:

• Your number is already active in the WhatsApp Business App and you don't want to disrupt it.
• You want to keep responding from the phone (or having your team respond from the phone) while Kraya handles automation, sequences, and broadcasts.
• You want to import your existing WhatsApp contacts into Kraya without exporting a CSV.

If you're starting fresh with a new number that has never been on the Business App, use the standard Link WhatsApp API flow above — coexistence is only for numbers already linked to a Business App.

Steps:

1. On the Connect WhatsApp page, click Link Coexistence (the outlined button next to Link WhatsApp API).
2. Meta's embedded flow opens. Sign in to the Facebook account that manages your Business Manager, pick the phone number that is currently on the Business App, and complete the linking.
3. Kraya creates the account and shows the status as Syncing (amber badge). During this stage, Kraya reads your Business App contact list and starts importing them.
4. Imported contacts land as leads in a hidden Existing Leads stage in your default pipeline. This stage is intentionally kept out of your normal pipeline view and has AI Auto-Reply and automation switched off, so importing your contact book does not trigger a wave of automated messages or credit spend.
5. When the sync finishes, the status changes to Active (green badge) and the account behaves like any other Cloud API account — 1:1 chats, templates, broadcasts, Quick Replies, and everything else in this guide apply from here on.
6. As with a standard connection, Kraya links the number to your Leads pipeline (if that pipeline has no number yet) and prepares a Welcome Message template. A Request Contact Info template is not created automatically for coexistence numbers — create one on the Templates page if you need it. Then follow Configure your connected number.

What gets synced during coexistence setup:

• Contacts from the phone's WhatsApp Business App → land in the hidden Existing Leads stage.
• Chat history is not synced. Only contacts come across; past conversations remain on the phone. New messages from any of these contacts (after linking) appear as normal Kraya conversations.

Coexistence badges and status labels on the accounts table:

• Coexistence badge — appears next to the number for every account linked via the Business App flow, so you can tell coexistence accounts apart from regular Cloud API accounts at a glance.
• Syncing — amber in-progress status shown while contacts are being imported. Refresh the page to check for the transition to Active.
• Active — normal running state; identical to any other Cloud API account from this point on.

Coexistence limitations:

• Marketing Lite is not available on coexistence accounts. The Marketing Lite API (Meta's simplified marketing-message pricing tier) requires a Cloud-API-only number and cannot be enabled on a number that is also on the Business App. The accounts table shows a disabled Marketing Lite toggle with a tooltip that reads "Accounts connected with coexistence cannot use the Marketing Lite API." If you need Marketing Lite for a given number, migrate it fully to Cloud API instead of using coexistence.
• Both the phone and Kraya can reply. If someone from your team replies from the WhatsApp Business App on the phone at the same time Kraya's AI sends a reply, both messages will land in the same conversation. Coordinate ownership so the two surfaces don't step on each other — typically, turn off Kraya's AI Auto-Reply and Auto Follow-up on any lead the phone team is actively handling.

Troubleshooting coexistence:

• Status stuck on "Syncing" for a long time — Contact import runs in the background; large contact books (10K+) can take several minutes. Wait and refresh. If it never moves to Active, contact your Kraya POC.
• Imported contacts didn't appear in my pipeline — They land in the hidden Existing Leads stage, which doesn't show on the default pipeline view. Change your stage filter to include hidden stages, or search by phone number.
• Marketing Lite toggle is disabled — Expected for coexistence accounts (see above).

1c) Configure your connected number

Once a number shows Active, finish setting it up from the same Connect WhatsApp page. Everything below is per number — if you connect several numbers, configure each one.

The accounts table:

Set up the welcome message

The welcome message is an approved WhatsApp template that Kraya sends automatically, from this number, to each new lead you receive from somewhere other than WhatsApp — for example a website form, Meta Lead Ads, IndiaMART or another integration, a Google Sheet, the External API, a CSV import, or a lead you add by hand. It lets you greet a new enquiry on WhatsApp within minutes, without anyone on your team having to send the first message.

Kraya prepares a Welcome Message template for you when you connect the number. You can keep it, or pick another approved template.

Steps:

1. On the Connect WhatsApp page, find the number in the accounts table.
2. In the Welcome Message column, click the template name (hover shows "Click to preview template"). If no template is set, click the - with the pencil icon.
3. In the Choose a Template Message dialog:
   • Pick Marketing or Utility from the category dropdown (Marketing is selected by default; the template Kraya creates is a Utility template)
   • Search by name with Search templates if you have many
   • Select a template with the radio button. A phone preview shows how it will look to the lead
4. Click Save. You will see "Template saved successfully".
5. Click the gear icon in the Action column to open WhatsApp Account Settings, and turn on Auto Lead Creation ("Automatically create new leads from incoming messages and send welcome message"). The welcome message is not sent until this is on.

Who receives the welcome message. A new lead receives it when all of these are true:

• Auto Lead Creation is on for the number, and a welcome template is selected
• The selected template is Approved by Meta (only approved templates appear in the picker; the template Kraya creates on connect must be approved first)
• The number's status is Active
• The lead is in the New Lead stage of a pipeline linked to this number. If the lead has already moved to another stage by the time Kraya sends, it is skipped
• The lead has a phone number
• You are not already chatting with the lead on WhatsApp

Who does not receive it:

• People who message your WhatsApp number first. They are added as leads automatically (regardless of the toggle) and are already in a conversation, so no welcome template is sent to them
• Leads added through a WhatsApp broadcast CSV import
• Contacts imported into the hidden Existing Leads stage during coexistence setup
• Leads in pipelines that are not linked to this number

Timing and retries. Kraya checks for new leads every two minutes, so the welcome message usually goes out within a few minutes of the lead being added. If sending fails, Kraya retries automatically for up to 7 days. A lead is not sent the same welcome template twice.

Changing or turning off the welcome message:

• To use a different template, click the current template name in the Welcome Message column, choose another, and click Save
• To stop sending, turn Auto Lead Creation off in WhatsApp Account Settings. The template stays selected but is not sent. There is no option to clear the selected template from the column

Tips for a good welcome template:

• Keep it short and personal — use variables such as the lead's name, and add text before and after every variable (see Template creation rules)
• Ask one clear question so the lead replies. Their reply opens the 24-hour window, and AI Auto-Reply (if on) takes over the conversation from there
• Utility templates that read as a service greeting are usually approved faster than promotional Marketing templates

Set up the Request Contact Info template

Some people reach you on WhatsApp with a username and no visible phone number. The Request Contact Info template is what your team sends to ask them to share their number — it carries a Share Contact Info button the lead can tap.

• Kraya creates and pre-selects a Request Contact Info template when you connect a number through Link WhatsApp API (not for coexistence numbers)
• To change it, click the template in the Request Contact Info column (hover shows "Click to preview or change template"), pick an approved template in the same Choose a Template Message dialog, and click Save
• If the column is empty, hover shows "Pick a REQUEST_CONTACT_INFO template — agents will use this to ask BSUID-only leads to share their phone." To build your own, add a Request Contact Info button when creating a template on the Templates page

WhatsApp Account Settings

Click the gear icon in the Action column to open WhatsApp Account Settings for that number. Each change saves as soon as you make it — there is no Save button. You will see "Settings updated successfully" (or "Error updating settings" if it did not save).

Business Hours notes:

• If your hours start before 5:00 AM, end after 8:00 PM, or cross midnight, you will see: "Sending messages at late hours can result in a higher number of spam reports and may reduce your WhatsApp account quality"
• You will see "Business hours updated successfully" when the change saves

Delay limits: The delay must be at least 1 and no more than 7 days (168 hours or 10,080 minutes). Otherwise you will see "Delay value must be at least 1" or "Delay cannot exceed {max} {unit} (7 days)".

AI pause limits: 0 (off) up to 7 days (168 hours or 10,080 minutes). Otherwise you will see "Delay value must be at least 0" or "Delay cannot exceed {max} {unit} (7 days)". You will see "AI pause duration updated successfully" when the change saves, or "Error updating AI pause duration" if it did not.

Pause AI after a manual message

When someone on your team replies to a lead by hand, the AI steps back so it does not talk over them. For the time you set, Kraya sends no AI replies and no bump-ups to that lead. When the pause ends, the AI picks the conversation up again.

What starts the pause

• A text or media message you send from the Chats page
• A Quick Reply sent from the Chats sidebar
• On a number linked with Coexistence, a message you send from the WhatsApp Business App on your phone

What does not start the pause

• Templates (from the Chats sidebar, Broadcasts, Scheduled Messages, the welcome message, or Auto Followup sequences)
• AI replies and bump-ups themselves
• Messages sent from the Chrome extension or a Hosted Account. This setting only applies to WhatsApp API numbers

How the pause behaves

• The pause length comes from the number the manual message was sent from. While it runs, AI replies and bump-ups to the lead are held on every WhatsApp API number in your organization
• Every new manual message restarts the pause from that message. The pause always ends at "last manual message + pause length"
• The pause only starts when AI is on for the lead: AI Auto-Reply on for the number, the lead's AI Auto-Reply Status switch on, and AI on for the lead's stage
• Changing the setting only affects pauses started after the change. A lead already paused keeps its current end time (use Resume AI now to end it early). Setting 0 stops new pauses from starting
• Delay sequences for active conversations is a separate setting. It delays Auto Followup sequence messages, not AI replies or bump-ups

When the pause ends

• If the lead sent a message during the pause and nobody has answered it, the AI replies to it, usually within a minute of the pause ending
• The AI does not reply if:
  • You or your team already answered the lead from the same number
  • AI is off for the number, the lead, or the lead's stage
  • The 24-hour customer service window has closed (send a template instead)
  • Your organization is on the Free plan
• Bump-Up Messages are held during the pause and carry on with their normal schedule after it ends

Seeing and ending the pause on Chats

• While a lead is paused, the Personal Info tab on the right sidebar shows AI paused until {date, time} (for example, "AI paused until 17 Oct, 5:13 PM"), in your organization's timezone, under the AI Auto-Reply Status switch
• Click Resume AI now to end the pause straight away. You will see "AI replies resumed for this lead". If the lead's last message is still waiting for an answer, the AI replies to it now, under the same conditions as above
• The badge disappears on its own when the pause ends. It is only shown when the lead's AI Auto-Reply Status switch is on

Delete a connected number

1. Click the trash icon in the Action column.
2. In Delete WhatsApp Account, read the warning: "Are you sure you want to delete this WhatsApp Business Account? This action cannot be undone."
3. If any sequences use this number's templates, the dialog also says how many sequences will be affected. Those template steps are removed from the sequences, and a sequence left with no steps is deleted.
4. Click Delete.

Deleting a number only removes it from Kraya. It does not delete the number or its templates from your Meta Business Manager, and your existing leads stay in Kraya. To use the number with Kraya again, connect it again with Link WhatsApp API.

2) Chats page (1:1 messaging via WhatsApp API)

Where:

• https://kraya-ai.com/dashboard/whatsapp-messages

What you can do:

• Select your WhatsApp number from the dropdown at the top-left
• Search and pick a lead conversation from the left panel
• See each lead's stage at a glance — every conversation in the left panel carries a colour-coded stage tag (names longer than 15 characters are shortened with …). The tag updates live when the stage changes from the Lead Details panel, the CRM, or an automation. Leads sitting in a hidden or default stage show no tag. With a stage or pipeline filter applied, a lead that moves out of the filter drops off the list — the chat you have open stays open.
• See the full conversation in the center panel with message types, media previews, and ticks for delivery status
• Reply with text, images, videos, documents, audio, and interactive messages where supported
• Reply to a specific message — hover over any message in the conversation and click the Reply action; the message you're replying to is quoted above your composer, and the sent reply threads under it on WhatsApp just like a native quote-reply. Click the × on the quoted preview to cancel and send as a normal message instead.
• Send with Ctrl+Enter — press Ctrl+Enter (or Cmd+Enter on Mac) in the composer to send. Enter alone inserts a new line, so multi-line messages work without accidentally sending mid-thought.
• If the 24-hour customer service window is closed, the text input will be disabled. Use a template instead (see Templates section)

Messaging rules and behavior:

24-hour window:

• When a lead sends you a message, a 24-hour customer service window opens
• During this window, you can send free-form messages (text, media, interactive)
• When the window is closed, you cannot send a free-form message. The input will be disabled and you'll be prompted to use a template
• When the window is closed, send an approved template to re-initiate contact (templates can be sent any time). The free-form window itself reopens when the lead replies — not when you send the template. After the lead responds, the 24-hour window reopens and the input re-enables. (Kraya sets the session's open/close time only on the lead's incoming message; this matches Meta's WhatsApp Cloud API, where only a customer message reopens the customer-service window.)
• The window closes 24 hours after the lead's last message to you

Delivery status:

• Each outgoing message shows status as ticks and updates as the message progresses:
  • Single tick: Sent (message sent to WhatsApp servers)
  • Double tick: Delivered (message delivered to lead's device)
  • Double blue tick: Read (message read by lead)
• Failure shows the error code in the message row (when available)
• Status updates are received via webhooks from Meta

Supported message types (1:1):

• Text: Plain text messages with link previews
• Image: JPEG, PNG images with optional captions
• Video: MP4 videos with optional captions
• Document: PDF, DOC, DOCX, and other document types with optional captions
• Audio: Audio files (voice messages)
• Interactive: Buttons, CTAs, and other interactive elements (supported where applicable). AI Auto-Reply can also send its own option sets as reply buttons or an interactive list — those appear in the chat with a View options control so you can see exactly which choices the lead was offered, and the lead's tap comes back as a normal inbound message carrying the option they picked. See AI Qualification.

Attachments:

• When replying with media, you can attach files and send during the open session
• File size limits apply (see Template section for limits)
• Media is uploaded to Kraya's servers and then sent via WhatsApp API

Left sidebar (conversations list):

Account selector:

• Pick which WhatsApp number's conversations to view
• Changing the account refreshes the list to show conversations for that number

Search:

• Find conversations by lead name, phone number, or email
• Typing updates results in real-time
• Try pasting a full phone number for best matches
• Search is case-insensitive

Filters:

• All chats: Default view with all conversations
• Unread: Only conversations with unread messages
• Failed: Conversations whose latest message shows a failed status
• Needs reply: Conversations where the latest message is from the lead or otherwise awaiting your response

Sorting and updates:

• The list shows the most recent conversations at the top
• New inbound/outbound messages move the conversation to the top automatically
• Conversations are sorted by last message timestamp

Unread badge:

• Each conversation shows a running unread count
• Opening the conversation marks messages as read
• Unread count updates in real-time

Snippet and time:

• Each item shows the last message snippet and timestamp
• Timestamps respect your organization timezone

Infinite scroll:

• The list loads more conversations as you scroll (20 at a time)
• No pagination needed; just scroll to load more

Deep links:

• If you're redirected with pre-filled params (e.g., phone and account), the app auto-selects the matching account and opens that conversation when possible
• If that lead is outside your allowed pipeline scope, the conversation may not open for non-admin users
• Useful for linking from other parts of the app

Session indicator:

• When the 24-hour session is closed, you'll see it in the chat area (input disabled)
• Use a template to resume the conversation

UI references:

Right sidebar (when a chat is open):

Layout and tabs:

• Personal Info: Manage lead profile, stage/pipeline, attributes, activity, and notes
• Call Tracker: See upcoming reminder, add/mark done, and update call outcomes
• Auto Followups: Assign or review auto follow-up sequences for this lead
• Template Message: Search approved templates and send template messages from the sidebar
• Quick Replies: Browse saved quick replies by group, preview content, and send when the session is open (see detailed subsection below)

Personal Info:

• Lead name and email: Inline editable; changes save on blur (email validated)
• AI pause badge: After a manual message, shows AI paused until {date, time} with a Resume AI now link. See Pause AI after a manual message
• Pipeline and stage:
  • Change stage from the dropdown. If your org uses auto follow-ups, you'll be prompted to apply a sequence when moving stages
  • Changing pipeline resets stage selection. You can then choose the correct stage in that pipeline
  • Lead Won sale amount (Kraya internal org only): Only if you are signed into Kraya’s internal CRM organization (production organization ID 9d92b3d7-9f52-4ec7-8214-dc724b0a965f, staging 9e6fbee5-6a01-4f31-8880-4808033043c7) does saving Lead Won from the pipeline and stage update flow show Sale Amount first. Enter the sale amount in INR and click Confirm. The value is saved on the lead as Amount Sold. If Amount Sold was set earlier, it may appear pre-filled. Other organizations never see this. Full behavior and surfaces: Dashboard.
• Attributes:
  • Add new custom attributes (key-value), edit existing ones, or bulk delete via the delete modal
• Activity history: See recent updates related to the lead (stage changes, sequence assignments, etc.)
• Notes: Maintain free-form notes; saves on blur

Call Tracker:

• Next Reminder card: Displays status (Overdue, Today, Upcoming) with the scheduled date and optional notes tooltip
• Actions:
  • Add Reminder: Schedule follow-ups with date/time and notes
  • Mark Reminder Done: Clears the current reminder and optionally prompts you to add the next one
• Calls list: Shows standard and follow-up calls (including AI bump-up and status/update calls when applicable)
  • Click the checkbox to open the call update modal and set result (e.g., Done, No Response), duration, and notes
  • When a follow-up call is completed or marked as no response, a subsequent follow-up call entry auto-appears
• Call status tags: Phone calls logged for the lead (from the Call Tracker app or a connected calling integration) carry a colour-coded tag that reflects the call's direction and outcome:
  • Picked (green) — an outgoing call you made that the lead answered
  • Not Picked (orange) — an outgoing call you made that the lead did not answer
  • Missed (red) — an incoming call from the lead that you did not pick up
  • Incoming (blue) — an incoming call from the lead that you answered
  • An incoming call you missed now reads Missed, not "Not Picked" — the two are shown separately so you can tell "the lead didn't answer my call" apart from "I missed the lead's call". Older calls logged before this distinction existed fall back to the earlier Picked / Not Picked labels.
• Timestamps: Respect your organization timezone

Template Message (sidebar):

• Search: Search by template name, infinite scroll to browse approved templates
• Send: Click the Send icon to open the template composer and send to the current lead
• Session awareness:
  • If the 24-hour session is open and you choose a supported interactive/media type, the app can send a session message variant
  • Otherwise, it sends a template message via the API to re-initiate contact (the session reopens once the lead replies, not on the template send)

Quick Replies (sidebar tab):

Quick replies are shared for the whole organization (the same list appears in the Chrome extension). Use them to send predefined text and file attachments in one action while the customer service session is open (same condition as typing a normal reply in the chat).

• Opening the tab: Select Quick Replies on the right sidebar. The list loads when you open this tab for the selected conversation.
• Groups: Replies are grouped into categories. Each group header shows a sent count versus total for the current lead (for example, how many replies in that group have already been sent to this lead). Category names may appear in a readable form (words with spaces and capitals).
• Admins — reordering:
  • Drag a group using the handle on the left of the group row to change the order of groups. A confirmation message appears when the new order is saved.
  • Expand a group, then drag a reply using the handle on that reply row to change the order inside the group.
• Expanding a reply: Click the row to expand. You see the message text and any attachments (file names are links you can open).
• Preview text: In the expanded view, placeholders such as the lead’s first name, your first name, organization name, email, and lead attributes are shown as they would read for this lead so you can check the wording before sending. The message that is actually delivered is finalized when you send (placeholders with no value show as empty in the sent message).
• Admins — quick edit in the list: Click the message text in the expanded view to edit in place. When you click away, your changes are saved if the text changed.
• Send:
  • Use the green send icon on the reply row, or the Send button at the bottom of the expanded preview.
  • Sending is only allowed while the session is open. If the session has ended, the send controls are disabled; hover to see a hint to send a template message first to reopen the conversation.
  • If you try to send when the session is closed, you may see a message asking you to send a template to reopen the conversation.
  • While a send is in progress, that reply’s send controls show a loading state so you cannot double-send.
• After send: A success message appears. New messages show in the chat thread as usual. If the main text sent but one or more attachments failed, you may see an additional warning with details. The lead’s “sent” tracking updates so Sent at (with date and time in your organization’s timezone) can appear on that reply for this lead.
• Admins — add or manage:
  • Click + Add a Quick Reply to open the create dialog.
  • Click the edit (pencil) icon on a reply to open the edit dialog.
  • Create a Quick Reply / Edit a Quick Reply dialog fields:
    • Template Title (required): Shown as the reply name in the list. For new replies, the title must produce a unique internal key (if a title would duplicate an existing reply, you will be asked to use a different title).
    • Group (required): Choose an existing group, or + Add a New Group, then enter a name and use Add (or Cancel to go back). Empty or duplicate group names are not allowed.
    • Message Content (required): The message body. Use the + {lead_name}, + {user_name}, + {org_name}, + {email} chips, and chips for your organization’s attribute names to insert placeholders at the cursor. A short tip explains using placeholders for personalization.
    • Add Attachments: Optional files (types such as JPEG, PNG, PDF, Word, and plain text as offered in the file picker). Files upload when selected; you can remove an attachment before saving.
  • Save saves the reply; Cancel closes without saving on create. On edit, Delete asks for confirmation, then removes the reply.
• Empty organization list: If there are no quick replies yet, you see No quick replies yet. Admins also see a hint to use the add button above.

Plan limits (Quick Replies):

• If your plan has reached the quick reply limit, saving a new or updated reply may show a message that the limit was reached and that you need to upgrade to add more.

Mobile behavior:

• On phones, the right sidebar appears as a bottom drawer when you tap the info icon
• Swipe down or close to dismiss

UI references:

Troubleshooting:

• Sale Amount appeared when saving Lead Won on Personal Info: Enter a valid amount in INR and click Confirm so Amount Sold is saved and the stage update can finish. This only applies to Kraya’s internal organization (see organization IDs in Dashboard); everyone else should not see this screen.
• "Message failed" with error code (e.g., 131049): This means the message cannot be delivered to maintain healthy engagement. See Meta's official error code guide for more details: Meta WhatsApp Cloud API Error Codes
• If your input is disabled: Your 24-hour session window is likely closed. Send a template to re-initiate; the input re-enables once the lead replies
• Quick Reply send fails (no open session): You will see messaging that no open session was found, or the session-expired hint. Send a Template Message to this lead from the sidebar to re-initiate; once the lead replies the session reopens and you can send the quick reply
• Quick Reply missing after someone else deleted it: If the reply no longer exists, the app may show an error and refresh the quick reply list
• If media won't upload: Try a smaller file or a different format. See template media limits below for guidance
• Messages not appearing: Refresh the page to reload conversations and messages
• Delivery status not updating: Status updates come via webhooks; wait a few seconds for updates
• Permission error while opening or sending in a chat: This usually means your user role does not have access to that lead's pipeline on Chats. Ask your admin to assign you to the required pipeline.

3) Templates page (Create, manage, and submit for approval)

Where:

• https://kraya-ai.com/dashboard/template-message

What you can do:

• Create templates with:
  • Category: Marketing or Utility (required by Meta)
  • Multiple components: an optional Header attachment (image/video/document), Body (with variables like {{lead_name}}), Footer, and Buttons (Visit Website, Call Phone, Copy Offer, Text Back, Request Contact Info)
  • Sample values for variables: Required for submission (used for template preview)
• Submit templates for approval (status moves from Draft → Pending → Approved/Rejected)
• Duplicate and edit templates
• Filter by business number, categories, statuses, and search

Language:

• English (en_US) is supported by default
• Templates are created in English (en_US); there is no language selector in the editor

Template statuses:

• Draft: Local draft in Kraya; not yet submitted to Meta
• Pending: Submitted to WhatsApp for approval; awaiting Meta's decision (typically takes a few hours to a few days)
• Approved: Ready to use in chats (outside 24h) and broadcasts
• Rejected: When Meta returns a reason, it is shown in a tooltip on the Rejected status chip. You can't edit a submitted template — duplicate it, fix the copy, and resubmit

Letting the AI send a template: once a template is Approved, an admin can add it to Knowledge Base → AI-Guided Template Sharing with an instruction such as "Send this when the lead asks about fees or pricing." The AI then sends it mid-conversation when that situation comes up, filling variables from the lead. See AI Qualification.

Template analytics (Delivered, Read rate, View insights):

• Every Approved template row shows two extra columns: Delivered (messages delivered in the last 30 days) and Read rate (read ÷ delivered for the same window, with the delivered count in brackets). Both columns sort. Hover a column header for the window note; when nothing was delivered in the window the cell shows —%.
• Click the View insights icon on an approved row to open the Template Insights dialog: Sent, Delivered, and Read totals, a day-by-day line chart of the three, and a button clicks breakdown per button (Quick Reply / URL) for templates that have buttons. Switch the window with 7 Days / 30 Days / 90 Days / Custom (pick your own start and end dates).
• Figures come from Meta's template analytics and are synced once a day (around 02:00 IST). The list header shows a last synced timestamp so you know how fresh the numbers are; a template approved today has no figures until the next sync.
• Read counts only include recipients who have WhatsApp read receipts turned on, so real read rates can be higher than shown.
• Analytics is enabled automatically when you connect a number; numbers connected before this launched were enabled in bulk, so nothing to do on your side.

Header media limits (when creating templates):

• Images: up to 5 MB (JPEG, PNG)
• Videos: up to 16 MB (MP4)
• Documents: up to 10 MB (PDF)

Template components:

Header:

• Optional text, image, video, or document
• Media must meet size and format requirements
• The header is an optional image, video or document attachment; there is no text header

Body:

• Required text content
• Can include the variables {{lead_name}}, {{lead_first_name}}, {{user_name}}, {{org_name}}, {{email}}, {{booked_slot}}, {{meeting_link}} and any of your custom attributes; anything else is rejected as an invalid variable
• Variables must have sample values for submission
• {{booked_slot}} is available on the template editor for confirmation and reminder templates. When the template is sent to a lead who has a booked slot from Calendar Booking, the variable resolves to that lead's booked date and time — same value used in the built-in Calendar Confirmation template. Sending to a lead with no booked slot leaves the variable empty.
• {{meeting_link}} is available on the template editor. When the template is sent to a lead whose booked call has a Google Meet link from Calendar Booking, the variable resolves to that link. It must be in the template body when you submit it for approval — adding it to an already-approved template does not work. For a lead with no Meet link, automatic sends use the template's sample value, and sending from a chat with Template Message shows "All attributes must have a value" until the variable has a value.
• Variables cannot be placed at the very beginning or end of the body text. Add text before and after all variables (e.g., Hello {{lead_name}}, welcome! is valid, but {{lead_name}} welcome or Thanks, {{lead_name}} is not). This applies to standard templates and to each carousel card body
• Body text has character limits (varies by category)
• Optimize with AI (standard templates): An Optimize with AI action appears next to the body character counter. Clicking it opens an Instructions modal where you can give optional guidance (for example: "Make it more compelling", "Shorter for SMS-style read", "Stronger CTA"). Click Generate to run the optimization — Kraya considers your organization's context, the template name (treated as the template's purpose), and the selected category (Marketing vs Utility) to produce an improved body. The optimized version appears as an inline preview with a Changes Made summary and Apply / Dismiss buttons. Apply replaces the current body with the optimized text; Dismiss clears the preview. Each optimization run costs 1 AI credit. The 1024-character template body limit is respected, and template variables ({{1}}, {{lead_name}}, etc.) are preserved. Carousel-card body optimization is not available in this release.

Footer:

• Optional text footer
• Limited character count

Buttons:

• Quick Reply: Up to 3 buttons with text labels
• URL: Up to 2 buttons with URLs
• Call Phone: Up to 1 button with phone number
• Copy Code: Up to 1 button with code to copy
• Button text and values are required

UI references:

Troubleshooting:

• Submission blocked: Ensure all variables in the Body have sample values and any buttons have required fields (e.g., URL or phone number)
• "Variables cannot be placed at the very beginning or end of the message": Rewrite the body so that text appears before and after every variable. For carousel templates, check each card body individually
• "Unsupported file format" when adding a header: Use JPEG/PNG for images, MP4 for video, PDF for documents
• Rejected templates: Check the rejection reason in the tooltip on the Rejected chip (shown when Meta provides one), then duplicate the template, adjust content to follow WhatsApp's messaging policies, and submit the copy
• Template not appearing in dropdown: Ensure template is Approved and associated with the correct WhatsApp Business account
• Variables not working: Ensure variable names match exactly (case-sensitive) and sample values are provided

4) Broadcast (send an approved template to many leads)

Where:

• Button on the main Dashboard page

What you can do:

• Choose a connected WhatsApp number
• Select an approved template
• Choose audience source:
  • Current selections from the Dashboard: Individual leads and/or entire stages you selected in bulk actions
  • CSV upload: Map columns to lead fields; assign a pipeline and stage, or choose "Distribute via Round Robin" to split the uploaded leads across your Round Robin sales pipelines (same as lead import — see Import Leads)
• Provide default values for template variables as needed
• Send the broadcast immediately or schedule it for a future date and time
• Run multiple broadcasts in parallel (both immediate and scheduled)
• Cancel a scheduled broadcast before it starts
• Track broadcast progress live
• Auto-retry messages that fail to deliver, up to a chosen number of attempts at a chosen interval

Important rules:

• Broadcasts use only Approved templates (Draft or Pending templates cannot be used)
• Non-template content cannot be broadcast (even within 24h)
• Multiple broadcasts can run in parallel (both immediate and scheduled)
• You can have up to 5 scheduled broadcasts at a time per organization
• Scheduled broadcasts must be set to at least 10 minutes in the future
• There are no explicit per-send caps in the app. Sending may be paced for reliability, and failures will be recorded per recipient
• Broadcasts respect WhatsApp's rate limits and policies

Round Robin distribution for CSV broadcasts:

When you upload a CSV as the audience, you can choose "Distribute via Round Robin" instead of a single pipeline and stage. Selecting it opens a dedicated "Distribute via Round Robin" step:

• One row per pipeline, pre-filled with all your sales pipelines enabled for Round Robin
• Each row has a Pipeline dropdown (a pipeline can be chosen only once) and a Stages dropdown that defaults to that pipeline's Round Robin stage
• Remove any pipeline you don't want; use "Select another pipeline" to add one back
• The uploaded leads are split evenly across the pipelines you keep, each landing in the stage you picked for that pipeline
• At least one pipeline must be selected — otherwise you'll see "Select at least one pipeline to distribute leads across."
• This split is calculated within this broadcast only; it does not advance your normal Round Robin rotation

Round Robin distribution only appears if Round Robin is available for your organization. For full details on the selection screen and its behavior, see Import Leads → Round Robin distribution.

Scheduling a broadcast:

On the final confirmation screen (where you review the template and audience), you can schedule the broadcast instead of sending it immediately:

1. Check the "Schedule the broadcast" checkbox. A date and time picker appears below
2. Select a Date (format: DD/MM/YY) and Time for when the broadcast should be sent
   • The date and time default to approximately 11 minutes from now in your organization's timezone
   • The scheduled time must be at least 10 minutes in the future
3. Click "Send Now" to confirm the scheduled broadcast

If the selected date or time is invalid, you will see one of these messages:

• "Selected date and time must be in the future." — both date and time are in the past
• "Selected date must be today or a future date." — the date is in the past
• "Selected time must be greater than the current time by at least 10 minutes." — the time is too soon

The "Send Now" button is disabled until a valid future date and time are selected.

After scheduling, you will see a confirmation message: "Broadcast scheduled successfully for {date and time}".

If you are using a CSV upload with a scheduled broadcast, the CSV is imported and validated immediately when you confirm. The actual message sending is deferred until the scheduled time.

Auto-retrying failed messages:

On the broadcast confirmation screen (below the scheduling section), you can have the system automatically retry any messages that fail to deliver, without any manual action.

1. Check the "Retry failed messages" checkbox. A short note appears below it: Automatically retry messages that fail to deliver.
2. Two dropdowns appear:
   • Retry Attempts: how many times to retry per failed lead. Options: 1 time, 2 times, 3 times, 5 times. Default: 3 times
   • Retry After: how long to wait before each next attempt. Options: 8 hours, 12 hours, 16 hours, 24 hours. Default: 24 hours
3. An info note appears below the dropdowns: Meta recommends retrying failed messages after 24 hours for higher delivery chances.
4. Continue with Send Now or schedule the broadcast as normal. Retry settings apply to scheduled broadcasts too.

When retries are applied:

• A retry is scheduled when a message fails at send time (for example, a temporary API error) or when WhatsApp reports the message as failed or undelivered after it was dispatched
• Each retry waits the chosen interval, then re-sends to the same phone number using the same template and variables
• A lead being retried shows a Retrying status until it succeeds or exhausts its attempts

When retries are not applied:

• Skipped leads (missing phone number, missing required template variables) are never retried
• Leads that have already received the message successfully are never retried
• If a recipient has opted out of WhatsApp marketing messages, the lead is marked Opted Out and is not retried — this is shown alongside the Failed badge
• Certain permanent errors at the template or account level (template paused, template disabled, billing or payment issue, account policy violation, account locked) are treated as terminal and are not retried

Broadcast lifecycle with retries:

• A broadcast stays in the In Progress section of the Broadcasts page while any leads are still waiting on a scheduled retry, even after the first pass through every recipient has completed
• Once every lead has reached a final state — delivered, terminally failed, or skipped — the broadcast moves to History
• Cancelling a broadcast also cancels every pending retry for that broadcast

Reporting and statuses:

• For each recipient, you'll see whether the message was sent successfully or failed
• Failure entries show the API error code when available (e.g., 131049)
• Retrying: When auto-retry is enabled, leads waiting for their next attempt show a Retrying status with a Retry n/N counter (current attempt out of the maximum you configured). The status and counter are only shown while the broadcast is still in progress
• Opted Out: Leads whose recipient opted out of WhatsApp marketing messages show an Opted Out label alongside the Failed badge. These are not retried even when auto-retry is enabled
• Retry history: For leads that have been retried, hovering the lead's timestamps shows a Retried at: section listing each prior attempt — the error code (or "Failed" if no code was returned) and when it was tried
• Broadcast completes when all recipients are processed (successful, failed, or skipped) and every pending retry has finished
• Progress updates in real-time as messages are sent
• You can see total sent, failed, retrying, and pending counts
• The status filter on the broadcast leads view includes a Retrying option while the broadcast is in progress
• The In Progress table on the Broadcasts page shows a Retrying column with the live count of leads waiting on a retry for each broadcast
• Scheduled broadcasts appear in the "In Progress" section of the Broadcasts page until they are sent. After completion, they move to the "History" section

Broadcast Performance Overview:

• When you open the details for an in-progress broadcast, the Performance Overview section shows delivery metrics as a chart. If auto-retry is enabled, the chart includes a Retrying segment that reflects the live count of leads waiting on a retry. The Retrying segment is removed once the broadcast moves to History
• When you open the details for a completed broadcast, the Performance Overview section shows delivery metrics using horizontal progress bars instead of a chart
• A summary box at the top displays the total number of leads in the broadcast
• Main metrics (Delivered, Read, Replied) are shown as colored progress bars, each with the status label, a count, and a percentage of total leads
• Additional statuses (Sent, Failed, Skipped) appear as summary cards below the progress bars
• Each metric uses a distinct color for easy scanning

Template variables:

• Provide default values for template variables
• If a lead has the corresponding attribute (e.g., name, email), it will be used automatically
• Default values are used when lead attributes are missing
• Variables are case-sensitive and must match template variable names exactly

UI references:

Troubleshooting:

• "Maximum of 5 scheduled broadcasts allowed": You already have 5 broadcasts waiting to be sent. Cancel an existing scheduled broadcast first, then try again
• "Scheduled time must be at least 10 minutes from now": Choose a date and time that is at least 10 minutes in the future
• "Invalid scheduled_at format": The date or time you entered could not be read. Use the date and time pickers to select valid values
• CSV upload issues: Confirm your mapping (name/phone/email/etc.) and required fields; re-upload if needed
• Large audience: The app processes recipients in chunks; progress will update as it runs
• Template variables not working: Ensure variable names match exactly and default values are provided
• Broadcast stuck: Refresh the page to reload broadcast status
• Broadcast says "In Progress" even though every message has been attempted: This is expected when auto-retry is enabled — the broadcast stays in progress until every scheduled retry finishes. Check the Retrying column on the Broadcasts page to see how many leads are still waiting on a retry
• A lead is marked "Opted Out" and was not retried: That recipient has opted out of WhatsApp marketing messages on their device. The opt-out is enforced by WhatsApp, not by Kraya, and cannot be overridden from within the app
• Auto-retry didn't fix a failure: Some failures are permanent (template paused or disabled, account policy issue, account locked, billing issue). These are not retried — the Failed status is final and the underlying cause must be resolved before re-sending

Limits & behavior

• 24-hour window: Free-form messages can only be sent within 24 hours of the lead's last message. After that, use approved templates
• Welcome message: One welcome template per connected number; only Approved templates can be selected. Kraya checks for new leads every two minutes and retries a failed send for up to 7 days
• Pipeline link: Each WhatsApp number can be linked to only one pipeline in your organization
• Bump-Up Messages: 1 to 5 per number. Fixed bump-up messages: up to 5, each up to 4,000 characters, with a delay of 1 minute to 7 days
• Pause AI after a manual message: 0 (off) to 7 days. Default 15 minutes for a new number
• Delay sequences for active conversations: 1 minute to 7 days
• Chats visibility for non-admin users: Limited to leads in assigned pipelines
• Quick Replies (plan): Your subscription may limit how many quick replies you can store. If you reach the limit, saving shows a message to upgrade
• Template approval: Templates typically take a few hours to a few days to be approved by Meta
• Broadcast limits: Up to 5 scheduled broadcasts per organization at a time. Multiple broadcasts (both immediate and scheduled) can run in parallel
• Message rate limits: WhatsApp API has rate limits; messages may be paced for reliability
• File size limits:
  • Template headers: Images ≤ 5 MB, Videos ≤ 16 MB, Documents ≤ 10 MB
  • Chat messages: Similar limits apply
• Template variables: Maximum number of variables per template (varies by Meta's limits)
• Button limits:
  • Quick Reply: Up to 3 buttons
  • URL: Up to 2 buttons
  • Call Phone: Up to 1 button
  • Copy Code: Up to 1 button

Common edge cases and how to handle them

• I sent a template and the AI kept replying:

  • Expected. Templates do not pause the AI. Only messages you type or send as a Quick Reply on Chats, or from the WhatsApp Business App on a Coexistence number, start the pause

• The pause ended but the AI did not reply:

  • See When the pause ends. The most common reasons are that the lead's 24-hour window closed during the pause, or a team member had already answered

• A lead who messaged me first did not get the welcome message:

  • Expected. The welcome message is only for leads that arrive from other sources (forms, integrations, imports, manual entry). Someone who messages your number is already in a conversation, so AI Auto-Reply or your team responds instead

• The welcome message was skipped for a new lead:

  • Kraya skips it if the lead has left the New Lead stage before it is sent, has no phone number, or is already chatting with you. Leads in a pipeline that is not linked to the number are not sent the welcome message either

• I picked a new welcome template but leads still get the old one:

  • Make sure you clicked Save in the Choose a Template Message dialog and saw "Template saved successfully". Leads already in the queue are sent the template that is selected when the send happens

• I connected a second number and new leads are not getting its welcome message:

  • On connect, Kraya links a number to your Leads pipeline only if that pipeline has no number yet. Your second number may not be linked to any pipeline. Contact support to link it to the pipeline its leads go to

• 24-hour window closed on Chats:

  • The input is disabled. Send an approved template to re-initiate contact. The window reopens — and the input re-enables — once the lead replies; then you can continue 1:1 free-form chatting
  • Note: sending the template does not by itself reopen the free-form window; the lead's reply does

• opens Chats but target lead is missing:

  • For non-admin users, the lead may be outside assigned pipeline scope
  • Confirm pipeline assignment with your admin

• Message shows failed with an error code (e.g., 131049):

  • See Meta WhatsApp Cloud API Error Codes
  • Common error codes:
    • 131049: Message cannot be delivered (engagement quality issue)
    • 131026: Invalid phone number
    • 131051: Template parameter mismatch
  • Consider adjusting message content or using a different approach (e.g., a different template)

• Template rejected:

  • When Meta returns a reason, Kraya shows it in a tooltip on the Rejected status chip — read it, then duplicate the template, update copy/components to align with WhatsApp policies, and submit the copy
  • Common rejection reasons:
    • Prohibited content (spam, misleading information)
    • Incorrect category selection
    • Button URLs not working
    • Template structure issues

• Media not sending:

  • Try a smaller file, or supported formats. For template headers: Image ≤ 5 MB, Video (MP4) ≤ 16 MB, Document (PDF) ≤ 10 MB
  • Ensure file format is supported (JPEG/PNG for images, MP4 for video, PDF for documents)

• Opt-outs:

  • Automated opt-out keywords (e.g., "STOP") are not enforced by Kraya. You should handle opt-outs manually (e.g., stop messaging that lead)
  • Consider maintaining an opt-out list or using lead attributes to track opt-outs

• Multiple WhatsApp numbers:

  • Each number operates independently with its own conversations and templates
  • Ensure you select the correct number when sending messages or creating templates
  • Conversations are tied to the specific WhatsApp number

• Quick Reply with no visible text after placeholders:

  • If every placeholder is empty for this lead, the sent message may be blank text followed by any attachments. Check the preview on Chats before sending when possible

• Quick Replies edited in two places (Dashboard and Chrome extension):

  • The list is shared. Changes made in one place appear in the other after the page or extension data is refreshed

• Template variables not replacing:

  • Ensure variable names match exactly (case-sensitive)
  • Check that lead attributes or default values are provided
  • Verify template is approved and variables are correctly formatted

• Scheduled broadcast not sending at the expected time: The system checks for scheduled broadcasts every minute. There may be a delay of up to one minute past the scheduled time before the broadcast begins sending. If a scheduled broadcast still has not started after a few minutes, refresh the page and check its status

• Maximum scheduled broadcasts reached: If you see "Maximum of 5 scheduled broadcasts allowed," cancel one of your existing scheduled broadcasts from the Dashboard banner or the Broadcasts page, then try scheduling again

• CSV import fails for a scheduled broadcast: If the CSV import encounters errors, the broadcast is marked as failed regardless of the schedule. Fix the CSV file and create a new broadcast

• Cancelling a scheduled broadcast: You can cancel a scheduled broadcast at any time before it starts sending. Once a broadcast begins processing, cancelling stops remaining messages but does not recall messages already sent

Troubleshooting

Decision tree: AI is not replying to a lead on a WhatsApp API number

• Does the lead's Personal Info tab show AI paused until …?
  • Yes → Someone replied by hand recently. Wait for the time shown, or click Resume AI now
• Is AI Auto-Reply on for the number, and the lead's AI Auto-Reply Status switch on?
  • No → Turn them on
• Is the 24-hour window open (the chat input is enabled)?
  • No → The AI cannot send free-form replies. Send a template; the AI picks up when the lead replies
• Still not replying → see AI Qualification troubleshooting (stage AI setting, credits)

Decision tree: New leads are not receiving the welcome message

• Is Auto Lead Creation on in WhatsApp Account Settings for the number?
  • No → Turn it on
• Is a template shown in the Welcome Message column, and is it Approved on the Templates page?
  • No → Wait for Meta's approval, or choose another approved template and click Save
• Is the number's status Active?
  • No → See the connect troubleshooting above (Setup in Progress / Failed)
• Did the lead arrive by messaging your WhatsApp number?
  • Yes → Expected; the welcome message is only for leads from other sources
• Is the lead in the New Lead stage, with a phone number, in a pipeline linked to this number?
  • No → Leads outside those conditions are skipped
• Was the lead added in the last few minutes?
  • Yes → Wait a few minutes; Kraya checks every two minutes
• If none of the above → Contact support with the lead's phone number and the WhatsApp number

Decision tree: The welcome template was rejected by Meta

• Read the reason in the tooltip on the Rejected chip on the Templates page
• Create a new template that follows the rules (see Templates page) and wait for approval
• Select the approved template in the Welcome Message column and click Save

Decision tree: I can open Chats but don't see expected leads

• Are you an admin?
  • Yes → Check selected WhatsApp account and search/filter state
  • No → Confirm the lead is in one of your assigned pipelines
• If still missing → Ask admin to verify your pipeline assignments and retry

Decision tree: Chat input is disabled

• Is the 24-hour session closed?
  • Yes → Send a template to re-initiate; the input re-enables once the lead replies
  • No → Refresh the page and retry
  • No → Check if you selected the correct WhatsApp number

Decision tree: I get "Forbidden" or permission error while opening/sending

• Is the lead in your assigned pipeline scope?
  • No → Request pipeline access from admin
  • Yes → Refresh and retry
• If still not working → Contact support with lead phone number and account used

Decision tree: Message fails with error code

• Check the code against Meta docs → Adjust template/content accordingly → Retry
• Common fixes:
  • 131049: Improve message quality, avoid spam-like content
  • 131026: Verify phone number format
  • 131051: Check template variable names and values

Decision tree: Broadcast won't start

• Is the maximum of 5 scheduled broadcasts reached?
  • Yes → Cancel an existing scheduled broadcast first
• Is the scheduled time at least 10 minutes in the future?
  • No → Choose a later time
• Is your template Approved?
  • No → Wait for approval or use an approved template
• Is your audience selection valid?
  • No → Verify lead selection or CSV upload
• Is a WhatsApp number selected?
  • No → Select a connected WhatsApp Business number

Decision tree: Template won't submit

• Ensure header media is valid and within limits
• Fill sample values for all variables
• Ensure URLs/phone numbers are valid (for buttons)
• Check template structure (header, body, footer, buttons)
• Verify category is selected (Marketing or Utility)

Decision tree: Template rejected

• Review WhatsApp Business Policy
• Check template content for prohibited material
• Verify button URLs are working
• Ensure category matches template purpose
• Edit and resubmit

FAQs

• Why did the AI stop replying after I sent a message?

  • Pause AI after a manual message is on for the number (15 minutes by default). The AI and bump-ups wait for that long after your last manual message, so they do not talk over you.

• How do I turn the pause off?

  • Open WhatsApp Account Settings for the number and set Pause AI after a manual message to 0.

• Does the pause turn off the lead's AI Auto-Reply Status switch?

  • No. The switch stays as it is. The pause ends on its own, or when you click Resume AI now.

• Will the AI answer messages that came in while it was paused?

  • Yes, if the lead's last message is still unanswered when the pause ends, the 24-hour window is still open and AI is on for the lead. It answers once, not once per message.

• What is the welcome message?

  • An approved WhatsApp template that Kraya sends automatically, from your connected number, to each new lead added from your forms, integrations, imports, or manual entry. Kraya writes one for you when you connect the number. Turn it on with Auto Lead Creation in WhatsApp Account Settings.

• Is the welcome message sent as soon as I connect my number?

  • No. It is off by default, and the template Kraya creates must first be approved by Meta. Turn on Auto Lead Creation once the template is approved.

• Can I write my own welcome message?

  • Yes. Create a template on the Templates page, wait for it to be approved, then select it in the Welcome Message column of the Connect WhatsApp page and click Save.

• Does the welcome message use AI credits?

  • No. It is a WhatsApp template send. Meta's template pricing applies.

• Can I use a different welcome message for each number?

  • Yes. Each connected number has its own Welcome Message column and its own Auto Lead Creation setting.

• What else should I set up after connecting a number?

  • Choose the welcome template, then open WhatsApp Account Settings (gear icon) to review AI Auto-Reply, Auto Lead Creation, Bump-Up Messages, Auto Follow-up, and Business Hours. See Configure your connected number.

• Does deleting a number remove it from Meta?

  • No. Deleting only removes the number from Kraya. The number and its templates remain in your Meta Business Manager.

• Can I connect multiple WhatsApp numbers?

  • Yes. Pick which number to use from the dropdowns on Chats, Templates, and Broadcasts. Each number operates independently.

• Can every member see all chats?

  • No. Admins can see all organization chats. Non-admin members can only see chats for leads in pipelines assigned to them.

• Why is my Chats list empty even though I can open the page?

  • This usually means your user has no pipeline assignments for Chats visibility. Ask your admin to assign pipelines.

• Can I broadcast non-template text?

  • No. Broadcasts require Approved templates. This is a WhatsApp API requirement.

• Can I send non-template messages to a lead outside the 24-hour window?

  • No. Send an approved template to re-initiate. The window reopens — letting you send free-form messages again for 24 hours — once the lead replies to your message. The template send alone does not reopen the free-form window.

• Do I see delivery/read receipts?

  • Yes, outgoing messages display ticks and status updates (sent, delivered, read). Failures show error codes where available.

• Are there sending caps or rate limits?

  • The app does not impose a hard cap for broadcasts. Messages may be paced for reliability. Follow WhatsApp's policies for best deliverability. WhatsApp API has rate limits that are enforced by Meta.

• Are WhatsApp sends billed as credits?

  • Credits are linked to AI features (e.g., AI replies). WhatsApp API sends are not counted as AI credits. However, WhatsApp API usage may be subject to Meta's pricing.

• How long does template approval take?

  • Typically a few hours to a few days. Meta reviews templates for compliance with WhatsApp Business policies.

• Can I edit a template after submission?

  • Once submitted, you cannot edit a template. You can duplicate it, make changes, and submit as a new template.

• What happens if a template is rejected?

  • The template status changes to "Rejected". When Meta provides a reason, Kraya shows it in a tooltip on the Rejected status chip — read that first. You cannot edit a submitted template; duplicate it, make changes, and submit the copy as a new template.

• Can I use the same template for multiple WhatsApp numbers?

  • Templates are tied to specific WhatsApp Business accounts. You may need to create separate templates for each number.

• How do I reopen a 24-hour window?

  • Send an approved template message to re-initiate the conversation. The 24-hour free-form window reopens when the lead replies to you — the template send by itself does not reopen it.

• What are Quick Replies on the Chats page?

  • They are saved messages (with optional files) shared across your organization. On the Chats page, open Quick Replies in the right sidebar, expand a reply, and send while the session is open. Admins can manage them here or in the Chrome extension.

• Why is the Quick Reply Send button disabled?

  • The customer service session is closed. Send a template message from Template Message first, then try again.

• Do Quick Replies replace {lead_name} and custom fields the same way on the web as in the extension?

  • Yes. Built-in placeholders and lead attributes are filled when the message is sent. Missing values are sent as blank. The expanded preview on Chats helps you see how it will read for the current lead.

• What file formats are supported for media?

  • Images: JPEG, PNG
  • Videos: MP4
  • Documents: PDF
  • Audio: Various formats supported by WhatsApp

• Can I schedule a broadcast for later? Yes. On the final confirmation screen, check "Schedule the broadcast," pick a date and time at least 10 minutes in the future, and click "Send Now." The broadcast will be sent automatically at the scheduled time.

• Can I run multiple broadcasts at the same time? Yes. Multiple broadcasts — both immediate and scheduled — can run in parallel. There is no longer a limit of one active broadcast at a time.

• How many broadcasts can I schedule? You can have up to 5 scheduled broadcasts waiting to be sent at the same time per organization. There is no limit on how many immediate broadcasts can run.

• Can I cancel a scheduled broadcast? Yes. Cancel a scheduled broadcast from the Dashboard banner (click "Cancel" next to the scheduled broadcast) or from the Broadcasts page (click the cancel icon on the scheduled broadcast row). A confirmation dialog will ask you to confirm before cancelling.

• What timezone is the scheduled broadcast time in? The date and time picker uses your organization's timezone. The scheduled time is displayed in that timezone throughout the app.

Related features

• Auto Followups - Creating sequences that can use WhatsApp API templates
• AI Qualification - Qualifying leads that may receive WhatsApp messages
• Dashboard - Managing leads that can receive WhatsApp messages
• Chrome Extension - WhatsApp Web overlay; same Quick Replies library as Chats for organizations using both
• Scheduled Messages — schedule a one-time approved-template message to a lead at a future date and time; works even outside the 24-hour customer service window

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