> ## Documentation Index
> Fetch the complete documentation index at: https://help.ciarem.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp forms troubleshooting

> Fixes for WhatsApp forms that Meta rejects, that the AI agent doesn't send, that show 'Something went wrong', that show no meeting times, or whose answers aren't saved.

## "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.

## 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.

## "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](https://help.ciarem.ai/channels/whatsapp-forms.md#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.

## 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.

## 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.

## 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.

## 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.

## 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.


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