Where to look first
The Settings › Notifications page shows the settings that decide whether a WhatsApp message goes out:
- If the line is not connected, the Owner sees a notice saying so at the very top of the page. The line's status and the problem found at its last check are on the WhatsApp Connection card, which only the Owner sees too.
- The Message Templates table at the end of the page shows which notifications go out on WhatsApp.
- The delivery status of individual messages is not shown in the app; Dakik's team watches deliveries. To find out whether a particular message went out, write to our support team.
If the line is not connected
- WhatsApp is not connected
- The studio's number was never connected. Members get in-app and push notifications only. Connect the number: Connect WhatsApp.
- WhatsApp was disconnected
- The WhatsApp session on the phone has closed. Scan the code again with the linked phone.
- WhatsApp connection error
- The WhatsApp server cannot be reached. Try again after a while with Test the Connection; if the problem stays, disconnect and connect the number again.
If no WhatsApp message was created
Sometimes no WhatsApp message is created for a notification at all; the member gets it only in the app and, if it is on, by push. These are the reasons:
| What may be the cause? | What to do? |
|---|---|
| The line was not connected when the notification was created. | Connect the line. Notifications created in the meantime are not sent later. |
| The notification's WhatsApp switch is off in the Message Templates table. | Turn it on in the Message Templates table: Edit notification templates. |
| The notification is a kind that never goes out on WhatsApp; its cell in the table says None. | These go out in the app and by push only. Notifications for staff are never sent on WhatsApp. |
| The member's Phone field is empty. | Enter the number in Edit Member. New notifications go to it. |
If the message was deliberately not sent
Dakik deliberately does not send some WhatsApp messages. These are not errors, and they are not sent later either:
- The member does not want this notification on WhatsApp
- The member turned off WhatsApp messages or this kind of message. The member changes this on the WhatsApp Preferences card under Settings › Preferences, the studio under Contact Preferences in Edit Member. Only change the preference if the member asks you to.
- Its moment passed before quiet hours ended
- The message was created at night about a session that could not wait for the morning. See the quiet hours section below.
- The WhatsApp assistant already said it in the chat
- The member made the change with the WhatsApp assistant, which confirmed it in the same chat. Nothing to do.
- Demo studio
- A demo studio never sends WhatsApp messages.
Quiet hours
WhatsApp and push messages created between 22:00 and 08:00 studio time are held until after 08:00. The in-app notification does not wait.
- Waitlist seat offers go out at once, at any hour.
- An urgent message, such as a session canceled or changed, still goes out at night if the session starts at 10:00 the next morning or earlier.
- If the session starts before 08:00, a message that would have to be held is not sent and is skipped.
If the message could not be sent
Dakik tries a WhatsApp message that cannot be sent up to 5 times on its own. The most common causes are a closed WhatsApp session on the phone and a member number that is wrong or does not use WhatsApp. The app has no way to resend a message by hand.
If you are the Owner, check that the line shows Connected on the WhatsApp Connection card; if not, connect the number again: Connect WhatsApp.
Check the member's Phone; if it is wrong, correct it in Edit Member.
If the information matters, tell the member another way.
A correction applies to new notifications; an old message that could not be sent does not go to the new number.
If it still does not go out
If the line shows Connected and the template and the member’s preference are on, but messages still do not go out, or you want to know whether a particular message went out, contact our support team with the member's name, the kind of notification and roughly when it was due. Dakik's team checks the delivery records.
Support: Contact form
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