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No messages are coming through.

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If WhatsApp messages are not reaching WaFloW.ai or are not appearing in GoHighLevel, it is usually due to a configuration issue, not a system failure.

This document helps you quickly identify the cause and apply the correct solution.

Common symptoms #

You may encounter this problem if:

  • The contact sends messages, but they do not appear in the CRM.
  • WaFloW.ai does not show any incoming activity.
  • Conversations are not recorded in GoHighLevel.
  • Only outgoing messages work, but not incoming ones.

Most common causes #

Incorrectly configured phone provider in GoHighLevel #

If the provider is incorrect, messages will not be routed.

Incorrect subaccount #

The number is connected, but to a different subaccount.

Incomplete device configuration #

Key options disabled.

Conflict with other systems #

The number is linked to another platform.

Step-by-step solutions #

Verify the phone provider in GoHighLevel (KEY STEP) #

From the GoHighLevel subaccount:

  1. Go to Settings → Phone System.
  2. Go to Additional Settings.
  3. Under Phone provider, verify that the following is selected:
    • WhatsApp Connector
    • Type: Custom Provider
  4. Save your changes.

⚠️ If this step is not configured correctly, messages will not be received.

Verify the correct subaccount #

  • Confirm that the WhatsApp number is connected to the correct subaccount.
  • Check that WaFloW.ai is installed in that same GHL subaccount.

Check the status of the device #

From WaFloW.ai:

  • The device should appear as connected.
  • It should not display errors or disconnections.
  • Check system alerts.

Check for conflicts with other systems #

  • Verify that the number is not connected to:
    • Other WhatsApp platforms.
    • WhatsApp Web active in multiple environments.
  • Disconnect unnecessary sessions.

What is NOT usually the problem #

  • ❌ This is not usually a WaFloW.ai error.
  • ❌ It is not usually a QR issue if you were already connected.
  • ❌ It is not usually a CRM issue if it is installed correctly.

In most cases, it is an omitted setting.

When to contact support #

Contact support if:

  • You have verified all the steps.
  • The problem persists.
  • There is no incoming activity in any case.

📞 WaFloW.ai Support: +1 202-347-7770
📞 Founder Contact: +1 202-347-7770

Summary #

If you do not receive any messages:

  • Check with your phone provider first.
  • Verify subaccount and device.
  • Avoid conflicts with other systems.

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Updated on 26 de January de 2026