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Sending messages

Fix send failures, quota issues, expired plans, and statistics discrepancies.

4 min read

Use this guide when messages are not being delivered after the device or number appears connected.

Device connected but sends fail

Work through this checklist from top to bottom:

  1. Check Status — Open Channel → WhatsApp → Devices (or WABA / Telegram / Email). If Status is disconnect, connect the device first.

  2. Check Quota — If Credits shows 0, open Billing → Order to renew, or check whether the target is red Free (parked) and activate the free slot. Click the Plan badge for details. See Plans and quota.

  3. Check Expires — If the badge shows Expired (red text), renew before sending again, or wait for free-tier refill if you are on the green Free active slot.

  4. Check the device token — If you send via the API, copy the token fresh from the Token / API token column on the correct row. A token from a different device will fail. See Copy a device API token.

  5. Check linked devices on the phone — For WhatsApp: open WhatsApp → Linked devices on the phone. If Kirisan is missing, connect again.

  6. Check the inbound handler — If you expect sends to trigger autoreply or flow, open the device edit dialog and confirm On incoming message is set correctly.

Messages deliver but look wrong

Symptom: Message was sent but recipient sees the wrong content or format.

  • Confirm your content block uses the correct channel key (whatsapp, waba, telegram, or email). See Send API.
  • For WABA, only approved templates can start business-initiated conversations. Check template status in Channel → WABA → Templates.
  • For WhatsApp variables, confirm placeholders ([[varname]]) match your template and the send payload fills every variable.

Bulk or campaign sends stop partway through

Symptom: A campaign or schedule shows fewer sent rows than expected.

  • Open Send → Campaign or Send → Schedule and check the row Status — it may be paused or failed.
  • Open Channel → WhatsApp → Logs (or the relevant channel log) and filter by the send time to find error rows.
  • Check Quota — a large batch can exhaust credits mid-send; renew under Billing → Order.

Send statistics look wrong

Open Logs → Statistics to compare time windows and read channel breakdowns.

Today’s count seems off

  1. Open Logs → Statistics and click Today in the header.
  2. Total sends and the subtitle show per-channel counts for the current UTC day.
  3. To compare with a longer window, click 7 days and scroll the Daily activity chart to the rightmost bar (today’s UTC date).

Compare today — hover the rightmost bar on a longer window

  • You should see the hover panel total match what Today showed.

90-day chart looks empty

Click 90 days, then scroll right in the Daily activity chart — the current day is always the rightmost bar.

90-day chart — scroll right

Counts differ between Statistics and channel logs

  • Logs → Statistics counts every outbound send attempt across all channels in one place.
  • Per-channel logs (for example Channel → WhatsApp → Logs) show device-level detail for that channel only.
  • Use Statistics for totals; use per-channel logs when you need to trace a specific message.

Fix common problems

Symptom: Read count is always 0.

Expected when WhatsApp read receipts are not available for your sends. Delivered and Failed still update normally.

Symptom: Email opens or bounces missing from Statistics.

Open Channel → Email → Statistics for email engagement and deliverability. Logs → Statistics shows outbound send attempts only.

Symptom: Can’t see a per-device breakdown.

Open Channel → WhatsApp → Statistics (or Telegram / WABA) for a By device table. Logs → Statistics does not split by device.

Last updated: July 2, 2026
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