What to do when something is not working

Look below for the sentence that matches what you are seeing. Each section says what is happening and what to do, in that order.

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My agent stopped replying to my customers

What is happening. Almost always the connection with Meta needs attention: the access expired, a permission is missing, or the connection is being restored. A paused subscription also leaves your agents silent. What to do. Open the conversation in your Inbox. Below the message that did not go out, Eva writes the reason in one line, with Fix connection beside it. For example: Eva lost access and needs to reconnect. or Eva needs its permissions restored to keep answering. Fix connection takes you to that channel’s page — Messenger or Instagram — inside your agent, where Eva opens the repair window with the action that fits: Reconnect when the access expired or a permission is missing, Repair now when Eva is restoring the connection, and Verify connection to confirm it stuck. The owner and administrators see that link; everyone else sees Ask an administrator. If the conversation shows no reason at all, check whether there is a billing notice in Settings → Subscription.

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Messages arrive, but another application answers

What is happening. On Messenger or Instagram, Meta lets several apps serve the same Page. When another app is the default one, Eva receives the messages but cannot reply. The conversation says it like this: Another app is answering these conversations. What to do. Select Fix connection in the conversation. Eva gives you the exact steps and the buttons Open in Meta and Copy instructions, in case someone else administers the Page. The steps are these: in the Page settings, go to Advanced messaging, then to Conversation routing, and leave Eva (goeva.ai) as the default handler. Come back to Eva and use Verify connection.

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Instagram is not delivering direct messages to Eva

What is happening. Instagram does not share your direct messages until you authorize access for connected tools. Without that permission, Eva sees no direct messages at all. What to do. In the Instagram app, open Settings and then Messages and story replies. Go into Connected tools and turn on Allow access to messages. Come back to Eva and use Verify connection. If it is still the same, there is a second switch on the Facebook side: on the linked Page, open Settings, then Linked accounts, go into Instagram, and turn on access to Instagram messages in Inbox. That one needs a computer and an administrator with full control.

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I connected the channel and nothing happens

What is happening. It is not always broken. A freshly connected Messenger or Instagram shows as Setup required until your agent successfully answers a real message on that channel. An inbound message alone is not enough: the label clears once Meta accepts Eva’s reply. What to do. Send a message from another account or another phone, the way a customer would. On that channel’s page, inside your agent, use Test now if it appears. You have confirmed it works when the message appears in your Inbox and your agent replies.

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My WhatsApp message will not send, or it says Awaiting approval

What is happening. WhatsApp only allows free replies during the 24 hours following the customer’s last message. After that, every outgoing message needs WhatsApp’s approval. What to do. On a number used only in Eva, and with a customer who had already written to you, you do not have to go find a template. If your agent is still carrying the conversation, start with Take conversation and write. Then type your message and send it as always: Eva prepares the reopening behind the scenes and the message shows Awaiting approval for a few minutes. The shortcut In a hurry? Send an approved template appears right there if you do not want to wait. If the message fails, Eva explains the reason in the same bubble and leaves Retry, which sends that same message again. To change the wording you write a new message. The most frequent reasons: the message carries a link, it sounds promotional, it is too long, it is almost all capitals, it carries characters WhatsApp does not accept, or it is trying to send a file on its own. Outside the 24-hour window text is required; photos, videos, and documents can travel with it. Anything WhatsApp will not carry in a reopening — a voice note, for example — waits and goes out as soon as the customer replies. When it is your first contact with that person, there is nothing to reopen: the conversation offers Send template message, and you choose one of your approved templates.

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An audio, a photo, or a file will not open

What is happening. The file could not be downloaded in time. There are two different bubbles and they do not say the same thing. What to do. When the download failed, the bubble says Couldn’t download the file and offers Retry download. Use it once. The other bubble gives the reason and carries no retry, because the file no longer exists on WhatsApp’s side: the sender deleted it before it synced, the file expired, the link expired, or the message is more than 14 days old. In those cases there is nothing to recover. The rest of the conversation stays intact, so ask the customer to send it again. If it happens often, write to us.

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My payment did not go through, or my service paused

What is happening. These are two different states and they are resolved differently. Eva shows you which one is yours in a notice at the top of Settings → Subscription. What to do. If the notice says Update your payment method, the charge could not be processed: select Update payment method to open the Stripe portal and change your card. If the notice says Your service is paused, your agents have already stopped replying and updating the card does not fix it. Select Reactivate on WhatsApp, which writes to the Eva team; reactivation is something we do. If the notice says Invoice pending payment, one of your invoices is open: select View billing to see it in your history. More detail in How to manage your subscription.

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If none of this was your problem

Contact us and tell us what you were doing and what you saw. You can also check the frequently asked questions.