1. The WhatsApp module is not installed
The WhatsApp module must be enabled for your clinic through the Marketplace. Check: Go to Marketplace in the sidebar and look for the WhatsApp module. Fix: Install or request the WhatsApp module from the Marketplace.2. The template is not approved by Meta
All automated WhatsApp messages must use a template that Meta has approved. If a template is pending or rejected, messages using it will fail. Check: Go to WhatsApp → Templates. Approved templates are marked clearly. Fix: Submit the template for approval, or use an already-approved template.3. You are outside the 24-hour conversation window
WhatsApp limits free-form replies to a 24-hour window after the patient’s last message. Outside that window, you can send only approved templates. Check: Look at the composer. If it says “waiting for patient reply”, the window is closed. Fix: Send an approved template instead of a free-form message. The window reopens when the patient replies. How the WhatsApp conversation window works →4. A template variable is empty
If a template has placeholders such as{{patient_name}} or {{appointment_date}}, every placeholder must be mapped before the message can send.
Check: Open the automation or message and look for unfilled variables.
Fix: Fill in every placeholder. The save button is disabled until all variables are mapped.
5. The patient’s phone number is invalid
WhatsApp messages require a valid phone number with country code. Check: Open the patient record and verify the phone number. Fix: Update the phone number. OdontoX normalises phone numbers to+92 followed by 10 digits.