Fixes #1109 - Add note about not receiving messages via WhatsApp channel

Author: ralf401

channels/whatsapp/preparation.rst

@@ -94,9 +94,11 @@ Now go to **API Setup** and choose or add a phone number.
 .. warning::
     - This number may not be used in a WhatsApp app already, not even in a
       WhatsApp Business app.
-    - In case you want to test it with a provided test number, additional
-      steps might be required (see
-      `Reddit thread <https://www.reddit.com/r/WhatsappBusinessAPI/comments/1oa4ftw/comment/nk7sxtq/>`_).
+    - In case you want to test it with a provided test number or you don't
+      receive messages after the complete setup, additional steps might be
+      required (see
+      `Reddit thread <https://www.reddit.com/r/WhatsappBusinessAPI/comments/1oa4ftw/comment/nk7sxtq/>`_
+      and Meta's `Managing Webhooks documentation <https://developers.facebook.com/documentation/business-messaging/whatsapp/solution-providers/manage-webhooks#subscribing-to-webhooks-on-a-business-customer-s-waba>`_).
 
 .. figure:: /images/channels/whatsapp/add-phone-number.png
     :align: center

channels/whatsapp/setup.rst

@@ -126,3 +126,16 @@ Scroll down and switch on the toggle for ``messages`` under **Webhook fields**.
 
 After finishing this step, you can click on the **Finish** button in Zammad
 and you should now be ready to receive tickets from your WhatsApp channel!
+
+Troubleshooting
+---------------
+
+No Messages Incoming
+^^^^^^^^^^^^^^^^^^^^
+
+If you followed all the steps but you don't receive any messages, check if the
+used number is connected to WhatsApp Business Account. In some cases, you also
+need to manually subscribe to your WABA/app to get notifications and new
+messages. Have a look at
+Meta's `Managing Webhooks documentation <https://developers.facebook.com/documentation/business-messaging/whatsapp/solution-providers/manage-webhooks#subscribing-to-webhooks-on-a-business-customer-s-waba>`_
+for more information.

locale/admin-docs.pot

@@ -1310,6 +1310,7 @@ msgstr ""
 #: ../channels/email/accounts/account-setup.rst:273
 #: ../channels/google/basic-setup.rst:180
 #: ../channels/microsoft365/accounts/account-setup.rst:159
+#: ../channels/whatsapp/setup.rst:131
 #: ../settings/security/third-party/saml.rst:186
 #: ../system/integrations/cti/includes/troubleshooting.include.rst:2
 #: ../system/integrations/cti/includes/troubleshooting.include.rst:2
@@ -5681,14 +5682,14 @@ msgid "This number may not be used in a WhatsApp app already, not even in a What
 msgstr ""
 
 #: ../channels/whatsapp/preparation.rst:97
-msgid "In case you want to test it with a provided test number, additional steps might be required (see `Reddit thread <https://www.reddit.com/r/WhatsappBusinessAPI/comments/1oa4ftw/comment/nk7sxtq/>`_)."
+msgid "In case you want to test it with a provided test number or you don't receive messages after the complete setup, additional steps might be required (see `Reddit thread <https://www.reddit.com/r/WhatsappBusinessAPI/comments/1oa4ftw/comment/nk7sxtq/>`_ and Meta's `Managing Webhooks documentation <https://developers.facebook.com/documentation/business-messaging/whatsapp/solution-providers/manage-webhooks#subscribing-to-webhooks-on-a-business-customer-s-waba>`_)."
 msgstr ""
 
 #: ../channels/whatsapp/preparation.rst:None
 msgid "Adding a new phone number to your app"
 msgstr ""
 
-#: ../channels/whatsapp/preparation.rst:105
+#: ../channels/whatsapp/preparation.rst:107
 msgid "Click through the steps adding your information. You have to verify your number by receiving a security code and repeating it when asked. After you successfully performed these steps, you are now good to go with the :doc:`channel setup on Zammad side <setup>`."
 msgstr ""
 
@@ -5855,6 +5856,14 @@ msgstr ""
 msgid "After finishing this step, you can click on the **Finish** button in Zammad and you should now be ready to receive tickets from your WhatsApp channel!"
 msgstr ""
 
+#: ../channels/whatsapp/setup.rst:134
+msgid "No Messages Incoming"
+msgstr ""
+
+#: ../channels/whatsapp/setup.rst:136
+msgid "If you followed all the steps but you don't receive any messages, check if the used number is connected to WhatsApp Business Account. In some cases, you also need to manually subscribe to your WABA/app to get notifications and new messages. Have a look at Meta's `Managing Webhooks documentation <https://developers.facebook.com/documentation/business-messaging/whatsapp/solution-providers/manage-webhooks#subscribing-to-webhooks-on-a-business-customer-s-waba>`_ for more information."
+msgstr ""
+
 #: ../index.rst:11
 #: ../index.rst:11
 msgid "Manage"