> ## Documentation Index
> Fetch the complete documentation index at: https://docs.izap.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Why wasn't my message delivered?

> Understand WhatsApp's 24-hour window, approved templates, and what iZap shows when a message fails.

WhatsApp accepts every message your business sends and only afterwards decides
whether to deliver it. The three most common reasons a message shows as sent but
never arrives:

## 1. The 24-hour window is closed

WhatsApp only allows free-form messages within 24 hours of the contact's last
message to you. Outside that window — and always for a **new contact who never
wrote to you** — only a **pre-approved template message** is delivered. Anything
else is silently discarded by WhatsApp.

What to do:

* In iZap, failed messages show a red indicator with the reason. When the reason
  is the closed window, use the **send template** action to reopen the
  conversation.
* Create and submit templates in **Dashboard → My Contents → Message templates**.
  Choose the **Marketing** category to introduce your business, or **Utility**
  for transactional follow-ups. Meta usually approves within minutes (up to
  24h). Every `{{1}}`-style variable needs an example value for approval.

## 2. The number is not on WhatsApp

If the destination number has no WhatsApp account, the send fails shortly after
being accepted. iZap remembers these numbers and skips them in future
broadcasts.

## 3. Marketing limits

Meta limits how many marketing messages a person receives. If a marketing
template is throttled, wait and try again later — transactional (Utility)
messages are not affected.

## About the WhatsApp Business app (coexistence)

If your number is connected to iZap while you keep using the WhatsApp Business
app, messages you receive and send **in the app** appear in iZap — but messages
sent **through iZap** (AI replies, broadcasts, dashboard chat) do **not** appear
in the WhatsApp Business app. That is a WhatsApp platform limitation for all
providers, not a missing sync: check the iZap dashboard for the full
conversation history.

## Checking a message

Every outbound bubble in the dashboard chat shows its delivery state: one check
(sent), two checks (delivered), colored checks (read), red icon (failed, with
the reason). "Sent" alone means WhatsApp accepted the message — delivery is
confirmed only when the second check appears.