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Troubleshooting and FAQ

Answers to common questions — emails going to spam, outreach stuck on Waiting, WhatsApp not receiving messages, images not delivered and more.

My emails go to spam

Add DKIM and SPF for your domain (cPanel → Email → Email Deliverability → Manage). Keep first outreach emails short and personal and start with 20–30 a day. See Email.

Outreach people stay on "Waiting"

• Is the campaign started (the button says Pause)?
• Is it inside sending hours (default Mon–Fri 9:00–17:00)? The note at the top says when the next emails go out.
• Has today's daily limit been reached? New campaigns start at 10 a day.
• A red "Sending has stopped on the server" box means the background sender isn't running — contact support.

WhatsApp messages don't arrive in Thenexi

The webhook isn't set up: WhatsApp → Settings → Connection — copy the Callback URL and Verify token into your Meta app and subscribe to messages. See Connect WhatsApp.

WhatsApp: "Not delivered — not on WhatsApp"

That number doesn't use WhatsApp (or can't receive the message). Check the country code.

WhatsApp image template not delivered (403)

Upload the image in the campaign (Send again → Image) so it's sent from Thenexi's copy.

I can't message a customer on WhatsApp

Free replies are allowed only within 24 hours of their last message. To write first, send an approved template from Campaigns.

The chat assistant gives an old answer

AI receptionist → Knowledge → Read the website again, or add an FAQ, or click Correct this answer in Conversations.

Still stuck?

Ask the chat on this page or contact us.