This guide moves from high-level system checks to granular message investigation.
The client must check one step at a time.
Follow these steps to identify where the failure is occurring.
Phase 1: System & Configuration Checks
Before investigating specific customers, ensure the automation is running correctly.
1. Check Automation Status
Go to the Automation section.
Verify the status of the Cart Abandonment workflow.
Look for: Is it set to Active?
Note: If it is set to Stopped or Disabled, re-activate it and monitor for new carts. If it’s set to Stopped by system, hover over the yellow alert to understand the reason and handle it correctly.
If the automation is set to Active, check the activation date, it you have just launched it within the same day, wait and monitor for new carts, as messages will be sent based on the timing triggers set in the automation.
2. Check automation filters
Check if the automation has impossible filters.
Click “edit the automation.”
Click the filters, and see if you have added product filters, for example, that are no longer in stock.
=> If automation is set to active and has been active for a while with no impossible filters, then proceed to the next step.
3. Verify E-commerce Integration
Navigate to the Integration settings in the Play Store; the icon is just above your avatar on BusinessChat.
Check the connection status between BusinessChat and the e-commerce platform (Shopify, WooCommerce, Salla, Zid, etc.).
Look for: A "Connected" status. If it shows "Disconnected" or an error, reconnect the store immediately. If it’s connected, log in to your ecommerce platform, choose the BusinessChat app details, and update it if you’re prompted to do so.
=> After reconnecting the ecommerce platform, new abandoned carts will receive the messages; however, the abandoned carts during the disconnection won’t receive the notification, unless the second automation message trigger still includes them.
=> If the ecommerce integration is connected and requires no update, then proceed to the next step.
4. Check WhatsApp Payment
If the system attempts to send messages but lacks funds, the automation will fail.
Look for: Any payment issue alerts. If you have WhatsApp bills, you will see a red banner appearing at the top of your BusinessChat account.
If there’s a payment, log in to your Facebook Business Manager and pay the bill, then from the Businesschat account, click the red alert and send a test message to reactivate the account.
-> Any abandoned carts with a pending WhatsApp payment won’t receive messages from the automation. Monitor after the payment is successful.
=> If there’s no pending WhatsApp payment, proceed to the next step.
5. Audit Message Templates
Review the specific templates selected within the automation steps.
Look for:
Are the templates visible in the automation and have no warnings or alerts.
If a template is rejected or paused by Meta, the automation cannot send the message. Create a new template, add it to the automation, and launch.
If the template is not visible and you instead see an empty placeholder, create a new template, add it to the automation, and launch.
=> If the templates have issues, fix them and monitor the automation afterwards. If the templates have no issues, then proceed to the next phase.
Phase 2: The "3-Sample" Investigation
If all checks in Phase 1 are green, we must verify if the data is flowing from the store to BusinessChat using real examples.
1. Gather Data (The Setup)
Ask the customer to open their E-commerce platform dashboard (e.g., Shopify/Salla orders page).
Filter for Abandoned Carts that occurred within the last 12 hours.
Select three specific phone numbers from these abandoned carts to use as samples.
2. Investigate in BusinessChat
Perform the following steps for the first sample number:
Search: Click the Contacts icon in the BusinessChat account.
Find: Search for the specific phone number.
Open: Click on the user to enter the conversation view.
Verify: Scroll through the chat history to the time of abandonment.
Is the Cart Abandonment message visible in the thread?
3. Analyze the Result
Repeat the search for all 3 sample numbers and compare against these outcomes:
Outcome A: No Message Found
If the message does not appear in the conversation at all, the trigger is not reaching BusinessChat. This usually indicates an issue with the E-commerce Integration webhook or the Automation trigger settings.
Outcome B: Message Found with Red Exclamation Mark (!)
This means the system attempted to send, but it failed.
Hover over the red alert to see the Meta Error.
Common Errors: "Template Paused," "User blocking business," or "Payment Issue."
You must identify the specific error code and search for it’s meaning in this article: help.businesschat.io/ar/articles/8368430-أسباب-فشل-إرسال-قوالب-واتساب-وكيفية-حلها
Outcome C: Message Found (Sent/Read)
If the message was sent successfully, the automation is working.
=> If the message is sent or the message exist in the conversation window however it wasn’t delivered due to a Meta error, then this means that the automation is working and has no issues. However, if the cart message is not found in the conversation, proceed to the last step.
4. Check the customer’s journey
Click the automations icon from your BusinessChat account
Click “More” from the top of the page and choose “Search for customer”
Paste a number from your samples
Check the customer’s journey on your store. See the automations he entered and exited. It might be that because he was part of another recent marketing campaign, the Smart sending feature excluded them from the Cart automation.
=> From here, you will be able to see all the automations that the customers entered. If you didn’t find the cart automation listed, regardless of the result, meaning whether he finished the automation or was excluded, then you need to report a bug to the technical team.