Why didn’t a WhatsApp order message go out?

Every message the site sends goes into a queue first. Open SocialMate → Activity → Messages sent: each row says whether it was sent, is waiting (and why, and until when) or did not go (and why).

It is waiting

• SocialMate is off or the number is disconnected. The row says “This goes out when it is back” (or “when it reconnects”). It is retried every five minutes for up to a day; after that an order update is too late and is not sent. Open SocialMate and reconnect the number.
• The number is at today’s limit or still warming up. The rest waits its turn — nothing is lost.
• The schedule is not running. “The sending schedule is not running on this site” means WP-Cron is off or blocked; have a real cron call wp-cron.php.

It never went out

• The event is Off on the Events tab — every event is off until you choose — or “Before anything sends” on Events → Overview is not cleared yet.
• The event is set to Agent task, so the Claude Agent tells the customer instead of your message. One choice per event — a moment is told by your message or the agent, never both. With the agent switched off under Agent → The agent on this site, agent tasks send nothing.
• The event needs consent the customer never gave, or the order’s phone number has no country code.
• A message whose answer was lost is not retried — it may well have arrived, and the plugin never sends twice.

Step-by-step guide

Run Settings → Health first — it names most problems and offers a fix. Then see Sending pace and Messages sent, Consent, opt-in and STOP and Troubleshooting.

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