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“Meta rejected the form”

Meta checks every form when it is published and refuses one that breaks its rules. Ciarem shows Meta’s reason.
  • On an agent’s form: the agent’s card shows the reason. Change the questions (or the property behind them) and save the agent again.
  • On a form you built: its status is Failed. Open it, fix the blocks Meta named, and click Publish again.
If the reason doesn’t say what to change, contact support with the form’s name.

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The AI agent doesn’t send the form

Go through these in order:
  1. The conversation is on WhatsApp, and the message is a reply, not a follow-up.
  2. The agent that has the form is the one answering. Another agent may have been picked by routing. Check who replied in the conversation.
  3. No person has taken over the conversation.
  4. The agent was saved with the switch on, and its card shows Published in WhatsApp. For a form you added, its status is Published, not Draft.
  5. It hasn’t been sent already in this conversation. Each form goes once.
  6. Qualifier: at least one question has a Save the answer property, and one of those is still to be asked to this contact.
  7. Appointment agent: a calendar is marked Use for bookings, and the conversation has no upcoming meeting yet.
  8. WhatsApp forms are on for the number the conversation is on (see below).
In the playground, Form unavailable, asked in text means the agent tried to send it and continued in the chat.

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”WhatsApp forms aren’t enabled on this number”

Every form needs the WhatsApp forms switch on for the number: publishing a form needs it on every number of that WhatsApp account, and sending one needs it on the number you send from. An admin clicks Enable on the message, or turns it on from the number’s WhatsApp forms tab in Channels, then WhatsApp. See Turn on WhatsApp forms on a number. If it shows Needs attention, read Meta’s reason next to it (often the account’s payment method or a missing permission), fix it, and enable it again. If it keeps failing, contact support with the number.

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The customer sees “Something went wrong”

That is WhatsApp’s own message when a form can’t open or can’t move to the next screen.
  1. Ask the customer to close the form and tap its button again.
  2. In Manage forms, check the form’s status. If it is Blocked or Throttled, wait until it is Published again. If the form is Published and it keeps happening, contact support with a link to the conversation.

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The booking form shows no times

  • A day is greyed out when it has no free time: the calendars are busy, it is outside the booking calendar’s schedule, or it is a day off. Check Edit schedule on the booking calendar in Settings > Calendars.
  • “No free times that day”: every slot that day is taken. Pick another day.
  • Only the next days are shown: 14 for an appointment agent’s form, or the Days ahead of a meeting slot you built.
  • “We couldn’t process that, please try again”: your calendar didn’t answer in time. If it repeats, reconnect the calendar.

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The answers weren’t saved

  • The question isn’t set to save to a property, or the customer left it empty (an empty answer never erases what you had).
  • The email or phone already belongs to another contact, so it isn’t saved to this one.
  • The form was sent more than 30 days ago.
  • The card says Form submitted (unmatched): Ciarem couldn’t match the answers to a form it sent, so nothing was saved.

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Other messages

  • “The 24-hour window is closed” in the Inbox: send a template with an Open a form button instead.
  • “This template was approved with an older version of the form”: the form was published again after the template was approved. Re-submit the template.

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Questions

Can I edit the form of a qualifier or appointment agent? Change the agent’s questions and save, or use Customise this form to get an editable copy. Do forms work on Instagram, Messenger, or the website chat? No, only on WhatsApp. Are answers saved when a person is handling the conversation? Yes. Answers are saved whoever handles it. In which language are the form’s buttons? An agent’s form uses your team’s Primary language. A form you built uses its Form language. Can I send the same form again? From the Inbox, yes. The AI agent sends each form once per conversation.