If your WhatsApp AI Agent has stopped responding to customer messages, here is how to diagnose the issue before contacting support.
Step 1: Check Your AI Service Status in the Client Portal
- Log in to clients.hordanso.net.
- Click Services > My Services.
- Find your WhatsApp AI plan and check its status.
- Active — the service is running. The issue may be in the WhatsApp API connection (see Step 2).
- Suspended — your service is suspended, usually due to an unpaid invoice. Go to Billing > My Invoices and pay any overdue invoice.
- Terminated — the service has been cancelled. Contact support to discuss reactivation.
Step 2: Test the WhatsApp Connection
- Send a test message to your WhatsApp Business number from a different phone.
- Wait 30–60 seconds for a response.
- If no response, try sending a second message with a common trigger phrase from your FAQ (e.g., 'Hello' or 'Hi').
Step 3: Check for WhatsApp Business API Issues
Sometimes the WhatsApp Business API itself has connectivity issues at the provider level (Meta or 360Dialog). These are usually temporary and resolve within a few hours.
- Check the 360Dialog status page: status.360dialog.com
- Check the Meta API status: developers.facebook.com/status/dashboard
Step 4: Contact Hordanso Support
If none of the above resolves the issue, open a support ticket or WhatsApp message with:
- Your Hordanso account email
- Your WhatsApp Business phone number
- The approximate time the issue started
- A screenshot of the last message that was (or was not) responded to
Our team monitors the AI infrastructure 24/7 and will investigate and fix any server-side issue promptly.
Common Causes of AI Agent Downtime
- WhatsApp API token expired — we rotate tokens periodically, but occasionally one expires before renewal
- Server maintenance window — planned maintenance is communicated via email in advance
- Overloaded webhook queue — very high message volume can temporarily delay responses
- Account suspended — unpaid invoices cause service suspension
