Knowledge base

Conditions for the stable work of Wahelp with the amoCRM integration


Integration with amoCRM allows you to integrate WhatsApp and other messengers with a CRM system.

These solutions help businesses improve communication with customers within the "one window" framework to automate business processes.


But do not forget that any Internet resource is subject to adjustments, updates, technical work, possibly rare short-term failures, or simply disconnections between the sender, the intermediary, and the recipient.

Therefore, it is always necessary to comply with the conditions for stable operation and recommendations for smartphone settings.


In order for WhatsApp in WAhelp to work stably - without outages and interruptions - the following points must be observed.

1) Smartphone for the bot is connected to Wi-Fi and has a stable connection.

2) You are not using WhatsApp Web (https://web.whatsapp.com/).

3) The power-saving mode is disabled on the bot's smartphone; the smartphone's charging is consistently above 15% (or the smartphone is permanently connected to the power supply).

4) The smartphone is not using VPN.


The most common reason you cannot send or receive messages is due to a poor internet connection.


Troubleshooting Android issues

Most connection problems can be resolved by following these steps:

  • Restart your phone by turning it off and on again.

  • Update WhatsApp to the latest version on Google Play Store.

  • Open Phone Settings> tap Network & Internet> turn Airplane Mode on and off.

  • Open Phone Settings> tap Network & Internet> Data connection> turn on Mobile Data.

  • Open Phone Settings> tap Apps & notifications> WhatsApp> Data Transfer> turn on Background Mode.

  • Go to Phone Settings> tap Network & Internet> Wi-Fi> turn Wi-Fi off and back on.

  • Try connecting to different Wi-Fi hotspots.

  • Make sure Wi-Fi is not turned off in sleep mode.

  • Reboot your Wi-Fi router.

  • Ensure you are not connected to the Internet via a managed Wi-Fi network, such as in your office or university. Such networks can be configured to block or restrict connections.


Troubleshooting iPhone issues


  • Restart your phone by turning it off and on again.

  • Update WhatsApp to the latest version from the App Store.

  • Open iPhone Settings, turn Airplane Mode on, and then off.

  • Open iPhone Settings> tap Cellular and turn on Cellular data.

  • Open iPhone Settings> tap Wi-Fi> turn Wi-Fi off and on.

  • Try connecting to different Wi-Fi hotspots.

  • Ensure Wi-Fi is not turned off in sleep mode.

  • Reboot your Wi-Fi router.

  • Go to iPhone Settings> General> Reset> Reset Network Settings> Reset Network Settings (this action will delete all saved Wi-Fi passwords).

  • Update or restore the latest iOS version for your device.

  • Ensure you are not connected to the Internet via a managed Wi-Fi network, such as in your office or university. Such networks can be configured to block or restrict connections.

  • Disable roaming.


* Additional settings you may need in case of the frequent occurrence of the "Phone not connected" error are described in this article: https://wahelp.me/faq/wahelp/conditions_for_smartphone/


If you are sure that your phone is connected to the Internet, there are several reasons why messages might not be delivered.

  • Check if our widget is installed in amoCRM.

The installed widget looks like this:

 


Or try reinstalling the widget; for more information on installing the widget, check this article (starting from point 4): https://wahelp.me/faq/amocrm/integration_amoCRM

  • Check if the bot is authorized.

To do this, you need to go to our admin panel (https://wahelp.me/adm/) in the "Channels" section. If the bot is not authorized, you will need to authorize it.

  • Clear your browser cache and then restart the browser.

  • Reboot your phone.

One more possible reason for the issue is that the person you are sending the message to has blocked your phone number. For more details, check the official article by WhatsApp: https://faq.whatsapp.com/general/security-and-privacy/being-blocked-by-someone


Also, it can happen that the contact number you are trying to send WhatsApp messages to is not in the correct format. The proper form for phone numbers can be found in the official article from WhatsApp: https://faq.whatsapp.com/general/contacts/how-to-add-an-international-phone-number

 

 


Note: Do not forget that a message goes through several stages before reaching the recipient, and at each stage, different problems may appear.

From our side, the contact name, phone number, and text message are sent, then this information goes to the API communication channel, in which this information is grouped and sent to amoCRM.


AmoCRM, in turn, has its own limitations on data processing, on the size of files, on the message transfer rate, etc. We cannot influence their work; it may be worth contacting their technical support in such cases.

Thus, if the conditions for stable work are met, then such situations will be minimized.