WhatsApp Permissions and Troubleshooting
Most WhatsApp issues come from missing phone numbers, country code settings, or Cloud API template / token problems — not from a separate WhatsApp role.
Access, in plain language
| What you need | Why |
|---|---|
| Company portal access | Share buttons and settings live in the company app |
| Access to the document you are sharing | Sale invoice, purchase document, or Real Estate payment screen |
| Company Admin (or equivalent) for settings | WhatsApp Settings and Cloud API credentials |
| Communication Center (templates) | WhatsApp Templates gallery for Cloud API |
| Automation module (optional) | Workflow action Send WhatsApp |
Frequently asked questions
WhatsApp opens with the wrong country. Check Company Admin → WhatsApp Settings → Default country code, and whether the party phone already includes a country prefix.
Button disabled / no phone. The party or contact has no mobile / WhatsApp number on file. Add one and retry.
Cloud API send fails. Confirm the template is Approved in Biznsbook, the access token is valid, the contact is not opted out, and you are using a template when outside Meta’s customer-care window.
No delivery status update. Ask an administrator to confirm the Meta App webhook URL, verify token, and that the phone number Id matches WhatsApp Settings.
Share was logged but the customer never got a message. Click-to-Chat only opens WhatsApp — someone still has to tap Send on the device. Check the delivery / intent log for channel and status.