This guide moves from high-level system checks to granular message investigation when cart abandonment messages are failing.
Follow these steps in order. Only proceed to the next phase if the previous phase's checks are cleared.
Phase 1: System-Wide & Infrastructure 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, 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 WhatsApp Payment & Meta Status
If your Meta account has a balance issue, no automations will fire.
Action: Look for a red banner at the top of your BusinessChat account.
Check: Log in to Facebook Business Manager to ensure all bills are paid. Also check if the card is still active. If you removed the card that will be an issue.
Resolution: After paying, click the red alert in BusinessChat and send a test message to reactivate the account. If the added card on meta is no longer active, then add a new card.
Note: Pending payments prevent all automation messages from sending.
3. Verify E-commerce Integration
Ensure BusinessChat is still "talking" to your store (Shopify, Salla, Zid, etc.).
Action: Go to Integration Settings (Play Store icon above your avatar).
Check: Do see a green check mark on the card specific to your ecommerce platform? If yes, it means it's "Connected"? Otherwise, it's"Disconnected," reconnect immediately.
Update: Even if connected, check your e-commerce platform apps page, locate BusinessChat and check the settings to see if an update is required, or it there's an option to "Resend token" which will solve any invalid token issues that might exist. Once done, return to BusinessChat and refresh th epage to see if automations are reactivated.
=>NOTE: 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. c
4. 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: Logic & Filter Checks
If the system is "Healthy" but messages still aren't sending, check the specific filters you’ve set for the automation.
Impossible logic can prevent the automation from finding eligible customers.
Action: Click "Edit the Automation" and inspect the Filters.
Check: Did you add product filters for items that are now out of stock? Are there conflicting "And/Or" rules?
Resolution: Remove or broaden filters to see if the flow starts moving again. If the customer cart includes one of the excluded items, for example, they will not receive the automation message.
Phase 3: The "3-Sample" Investigation
If everything in Phase 1 & 2 is perfect, we look at the data for specific customers to find the "break" in the chain.
1. Gather Data
Collect three specific phone numbers of people who abandoned carts in the last 12 hours and you doubt that they didn't reciev the automation message.
2. Investigate in BusinessChat (Conversation View)
Search for each sample number in the Contacts section, following these steps:
Click the Contacts icon in the BusinessChat account.
Search for the specific phone number.
Click on the user to enter the conversation view.
Scroll through the chat history to locate the cart abandonment message.
Is the Cart Abandonment message visible in the thread?
Analyse the result based on the following scenarios:
Outcome A: No Message Found. The trigger never reached BusinessChat. This usually points back to a Webhook or Integration issue.
Outcome B: Red Exclamation Mark (!). The system tried to send, but Meta blocked it. Hover over the "!" to see the error (e.g., "User blocking business" or "Template Paused", etc). 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). The automation is working. The issue may just be a misunderstanding of the timing or specific user behavior.
=> If the cart message is not found in the conversation, proceed to the last step.
3. Analyze the Customer Journey (Automation Execution Logs)
If the message is missing (Outcome A), check the technical logs to identofy the exit reason.
Important: This step uses the specific Automation Log Search tool, which is separate from your general contact list search feature. Its only purpose is to show technical history. It will not redirect you to the customer's conversation or open their profile.
To check the customer journey with automations using the AAutomations Execution Logs, follow these steps:
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.