Common issues and fixes

In the CRM, go to Settings → Channels and use each platform’s Connect channel button to link your account. App creation, webhook registration and other developer-side work are handled automatically during connection.

Your browser is most likely blocking popups. Click the popup-blocked icon next to the address bar, allow popups for this site, then click the connect button in the CRM again. Ad-blocker extensions can also block the popup — try disabling them temporarily.

First make sure the account you logged in with has admin access to the page. If you use Business Manager, check page permissions in Business settings. If you previously granted access to only some pages, click the connect button again and re-select "all current and future pages" (opt-in) in the popup — the page will then appear in the list.

Approval of Meta’s advanced permissions is being rolled out gradually. If you see this error, please contact your Coauths representative — we will check the rollout status and help right away.

First send a test message to the clinic account from the SNS app itself. If everything is working, it arrives in the CRM Inbox within moments. If not, check whether the channel card in Settings → Channels shows an error, and if so click the Reconnect button. If the problem persists, contact your Coauths representative.

LINE has one extra step: after connecting, the CRM shows a Webhook URL under "Next steps" that you paste into LINE Developers yourself. Check these three things: ① the Webhook URL exactly matches the value shown in the CRM (use the copy button), ② Use webhook is enabled in the Messaging API tab, ③ Auto-reply messages is disabled. Verification also fails if the Channel Secret you entered belongs to a different channel, so confirm it comes from the same channel.

The most common cause is stray whitespace or a line break copied along with the Channel Access Token or Channel Secret. The token must be the long-lived token from the Messaging API tab. If you reissued the token in LINE, the old one is invalidated immediately — try again with the new token. If it still fails, contact your Coauths representative.

The #1 cause is the OA Response settings (Chat OFF / Webhook ON / Auto-response OFF). Re-check the Response settings guide. The #2 cause is a Webhook URL typo — paste the URL exactly as copied from the "Next steps:" section on the CRM connection-complete screen (must start with https).

Re-check that all three Response settings are correct: Chat OFF / Webhook ON / Auto-response OFF. Also verify that Use webhook is ON in LINE Developers and that the Webhook URL matches the value copied from the CRM connection-complete screen. Finally, check the OA is not Unpublished (Settings → Account info).

Reissuing the Access Token in LINE immediately invalidates the old one. Issue a new long-lived token in LINE Developers, then enter it via the "Reconnect" button on the channel card.

OA Manager → Settings → Subscription. Upgrade to Light (₩5,000/month, 5,000 messages) or Standard (₩15,000/month, 30,000 messages). Free quotas and plans vary by country (the above is the Japan baseline — check the OA Manager pricing for your country).

This is expected. LINE has no API for past chat history, so the CRM inbox only accumulates messages received after the moment of connection. Older conversations remain visible only in the LINE Official Account app.

LINE does not deliver manually sent OA-side messages to the webhook, so replies sent from OA Manager or the Official Account app will not appear in the CRM inbox. To keep the full consultation history in one place, reply from the CRM inbox.

Your browser most likely blocked the popup. Click the popup-blocked icon in the address bar, allow popups for this site, and try again. Ad-blocker extensions can also block the Facebook login window — temporarily disable them and retry.

In most cases the Facebook account you logged in with does not have Admin permission on that page. If the page belongs to a Business Manager, get Admin access granted there. If you opted in only some pages during the access step, the page may have been left out — allow access to all current and future pages and try again.

Meta review approvals are being applied progressively, so a temporary permission error can appear. Contact your Coauths representative and we will check it right away.

First check that the page is Published (Facebook Page Settings → Page Visibility). If the channel card shows an error, use the "Reconnect" button to connect again. The webhook subscription is handled automatically during connection, so there is nothing to configure on the clinic side. If it still fails, contact your Coauths representative.

The message was sent outside the 24-hour messaging window. You can reply freely within 24 hours of the patient's last message, and the CRM applies the HUMAN_AGENT tag to support replies for up to 7 days. After that, the patient must message you again before you can reply.

On the channels page, click "Connect channel" again and select the new page the same way. If you allowed access to all current and future pages during the first connection, you can select it right away without re-authenticating with Facebook.

Make sure the Instagram account is a Professional (Business/Creator) account and that it is linked to a Facebook Page. If either is missing, it won't appear in the popup list. Complete Professional conversion and Page linking, then retry.

The Instagram Professional account is no longer linked to a Facebook Page. Reconnect via Instagram app → Edit profile → Page, then retry.

The Facebook account you logged in with needs Admin permission on that Page. Check whether you are an admin in Page Settings → Page Access.

Approval of permissions for Coauths' Meta app may still be rolling out. Contact your Coauths representative and we will check right away.

Send the test DM from a different Instagram account, not the clinic account itself. If the channel card shows an error, click "Reconnect". If messages still don't arrive, contact your Coauths representative.

For an Instagram account linked to a Facebook Page, DMs are not forwarded to external tools while the message access toggle is off. Turn on "Allow access to Instagram messages in Inbox" under Facebook Settings → Linked accounts → Instagram, then click "Reconnect" on the CRM channel card to reconnect.

If Instagram conversation routing in your Meta business/Page settings still points to the previous tool, DMs keep flowing only to that tool. Check and change the routing destination in the Page settings, then send a test DM to confirm it arrives in the CRM inbox.

Most likely the 24-hour message window. You can reply freely within 24 hours of the patient's last message; after that, replies are sent as human-agent responses (HUMAN_AGENT) for up to 7 days only.

Incoming WhatsApp messages are delivered to the Coauths app's webhook, and your WABA must be subscribed to that webhook. Coauths usually sets this up in advance, but if you can send messages yet receive none, this is almost always the cause — please contact your Coauths representative.

The most common causes are an Access Token missing permissions (no whatsapp_business_messaging) or an incorrect Phone Number ID. Please double-check the token permissions and the values you entered. If you are still blocked, contact your Coauths representative and we will look into it.

That number is already registered to the regular WhatsApp app or another WhatsApp Business Account. Unregister the existing setup first, or use a new number. Resolve existing WhatsApp conflict.

Some Korean carriers block international SMS. When verifying the number, retry with the voice call option. MVNO numbers receive the code almost 100% of the time. After 3 failed attempts you are locked out for 30 minutes to 24 hours, so try again a little later.

The Display Name is under review. Once Meta approves it within 1~2 days it appears on the patient's screen; before that, only the phone number is shown. You can check the Display Name Status in WhatsApp Manager → number details. If approval keeps stalling, Meta business verification may additionally be required.

This is a send attempt outside the 24-hour window. You can message freely only within 24 hours of when the patient sent a message to the clinic; after that, you can only send approved Message Templates (template review required).

Possible causes include promotional wording, too many variables, or a policy violation. If the body contains explicit marketing words like "discount" or "event", it must be classified under the Marketing category — it will be rejected under Utility. You can check the rejection reason in WhatsApp Manager → Message Templates → the specific template → Rejection Reason.

This is usually an expired or invalid Access Token. Issue a new System User token and re-enter it in the manual entry field of the channel connection form. If it keeps recurring, contact your Coauths representative.

If the message body differs from the approved template by even one character, Kakao rejects the send. Whitespace, line breaks, and punctuation must be identical. Editing a template requires re-approval — if you need a wording change, tell your Coauths contact and we will handle the edit and re-submission for you.

The code is sent only to the admin phone number registered in the KakaoTalk Channel Admin Center. First check that the number you are registering matches the one in the Admin Center, and also check your carrier's spam-blocking settings.

Common reasons are a mismatch between business registration info and the channel name, or an incomplete channel home. See the rejection-reason checklist in the Business Channel guide, fix the issues, and reapply.

AlimTalk and FriendTalk are send-only products. Receiving patients' 1:1 chats in the CRM inbox requires a separate SangdamTalk contract. Contact your Coauths representative if you need it.

AlimTalk approval only covers informational messages such as appointment confirmations and reminders. Promotional content must go out via FriendTalk (to channel friends), and only between 08:00~20:50 Korean time.

A newly registered sender profile starts with a default limit of 1,000 messages per day. After a period of stable operation the limit can be raised — Coauths handles the increase request with the BSP on your behalf.

A Vietnamese legal entity or registered business is required. Korean entities are rejected. Approval rate is higher when submitted with a medical institution license. Co-applying with a Vietnamese local partner is also an option.

Most likely the personal Zalo account you logged in with does not have admin (operator) rights on that OA. Check permissions in OA Manager, then retry after logging in with an account that has admin rights.

Check that the patient has followed the OA and sent a message first. Also confirm the OA is verified — messaging only works on verified OAs. If messages still do not arrive, contact your Coauths representative (server-side setup such as webhooks is managed by Coauths).

Zalo access tokens expire after 3 months. The CRM refreshes them automatically. If refresh fails and the channel card shows an error, use the “Reconnect” button to connect again (run the “Connect with Zalo” flow once more).

Free OAs are blocked from sending consultation messages via the API — errors like "needs to upgrade OA Tier Package" indicate this case. Purchase a Tăng trưởng (Growth) or higher package at zalo.cloud/oa/pricing. Note: a balance top-up alone does not unlock it — you must purchase the package itself.

Zalo OA has a daily sending limit (proportional to subscribers). Check remaining quota in OA Manager → Statistics. To increase, upgrade to a higher paid OA package (zalo.cloud/oa/pricing).

Not supported. Zalo provides no official API for personal accounts, so connecting one would rely on unofficial methods that carry an account-lock risk and are unsuitable for protecting patient information. Coauths connects only Official Accounts (OA), which have an official API.

Unverified OAs have limited search visibility. Wait a few days after verification. Or distribute QR codes on business cards, website, and clinic — the fastest path to follower growth.

Accounts registered after 2025-12 issue AppSecret from developers.weixin.qq.com. If not visible in mp.weixin, switch to that console. See the Console menu structure guide.

Complete "Connect and verify" in the CRM first, then make sure you pasted the Webhook URL from the success screen into the console without changing a single character. The Token must be exactly the same string in the CRM form and the WeChat console, and the encryption mode must be 明文模式 (plain text).

Disable the IP whitelist or leave it empty. Coauths CRM calls from a cloud environment without fixed IPs — with the whitelist on, it would be blocked every time. AppSecret alone is sufficient for security.

After PIPL enforcement, the WeChat API returns empty nicknames/avatars. This is normal. The CRM falls back to remark or channel labels; match real names via Patient Linking.

The 微信认证 was not renewed. See Annual renewal. USD 99 must be paid every year.

Pre-register template messages (模板消息/订阅消息) and pass Tencent review to send certain categories. Strict frequency and category restrictions apply.

When an error occurs, a "Reconnect" button appears on the channel card in the channel connection page. If you reset the AppSecret, reconnect with the new value. If the problem persists, contact your Coauths representative.

Must be globally unique. Common names ending in bot are already taken. Try clinic name + bot (e.g. aurabeauty_bot) or add a number (e.g. aura_clinic_2_bot).

BotFather → /token → select bot → existing token is shown again. Or if you suspect a security issue, use /revoke to issue a new token (the old one is invalidated immediately).

The #1 cause is a wrong token. Make sure the full token was pasted without leading/trailing whitespace, line breaks, or missing characters. Or the token is already in use with a webhook elsewhere — reissue the token with /revoke in BotFather and retry with the new one.

Normally it arrives within seconds. Check that the channel card status is “Connected”; if it shows an error, use the “Reconnect” button. If it still does not work, contact your Coauths representative.

Telegram blocks cold messages. You can only message users who have messaged the bot first. For ad campaigns, use other channels like LINE / KakaoTalk Brand Message.

Browser popup blocking is the most common cause. Allow popups via the icon in the address bar and try again.

Check that the account you logged in with is an admin of the TikTok Business (advertiser) account. Personal accounts cannot connect. If the problem persists, contact your Coauths representative.

TikTok does not expose regular DMs via API. Only conversations from Direct Messaging destination ad campaigns are received. If you need to handle general inquiries, consider the backup plan of setting the ad destination to LINE/Messenger/WhatsApp.

TikTok messaging runs as a per-country beta, and Korea has periods of restricted availability. Backup plan: set TikTok ad destination to LINE/Messenger/WhatsApp — messages then arrive naturally via those channels in CRM.

TikTok medical/beauty ad policy: Korea and Japan strictly limit before/after photos, pain descriptions, and price displays. Vietnam and Thailand are more permissive. Have a marketing reviewer pre-check.