Help CenterWhatsApp & Cortex ChatFix a problem
Fix Cortex Chat problems
Every error message you might see in the chat inbox, why it happens, and how to fix it.
If something goes wrong
What you see
Why
What to do
The chat shows as “not found”
The chat is outside your permissions, or it was deleted.
“You don’t have access to this chat”
Your level on the channel doesn’t cover it.
Ask for your role to be changed.
“You don’t have permission to create chats in this session”
The Create permission is denied on the channel.
Ask for your role to be changed.
“You don’t have permission to delete this chat”
The Delete permission is denied.
Use archiving.
Pin Limit Reached when pinning
There are 3 pinned chats in the workspace.
Unpin one. See Star a chat, or pin it to the top.
“Text is required for text messages” or “Files are required”
You sent an empty message, or one without a file.
Add the text or the file.
“The chat or session doesn’t exist”
The session was deleted or disconnected.
Connect the channel again.
“More than 24 hours have passed” (WhatsApp Cloud)
The messaging window closed.
Send an approved template.
“More than 24 hours have passed” or “7 days” (Messenger/Instagram)
The window closed.
Wait for a message from the client. See The messaging window on Messenger and Instagram.
“The message is too long”
It’s over the Messenger or Instagram limit.
Split it. See Message length and media on Messenger, Instagram and TikTok.
“Editing isn’t supported on this channel”
Editing and deleting are for WhatsApp Web only.
Send a correction message. See Edit or delete a message you sent (WhatsApp Web).
“Can’t edit after 15 minutes” or “delete after 60 hours”
WhatsApp’s time limit has passed.
Send a correction message.
“Instagram only supports reacting with ❤️”
The emoji isn’t accepted.
Use ❤️.
“The chat belongs to another session” when forwarding
Forwarding works within the same session only.
“Only failed messages can be resent”
The message hasn’t failed.
“This workspace allows one tag per chat”
The tag field takes one value.
“This chat belongs to another record”
The chat is linked to another client.
Move it: see Start a WhatsApp chat from a client’s record.
“You don’t have permission to filter by assignee”
The filter is for the “Allowed” level.
“The maximum is 200”
You asked for more than 200 chats in a page or an action.
Split the work.
Chats without records
The session has no unit.
A WhatsApp message didn’t reach a new client
WhatsApp’s restrictions on new numbers.
Did this guide solve it?
If not, we’ll ask what was missing.