If your chats aren't syncing, or you can't send messages to WhatsApp, there may be several reasons for it.
Can't send in one chat, but everything else works?
If only one chat has no composer, this is usually not a sync or connection problem. Reconnecting WhatsApp or changing phone battery settings will not change it.
How to recognize it
The chat shows a name or WhatsApp username, but no phone number
Incoming messages still appear
Instead of the message box, you see: You can't send messages in this chat
WhatsApp sometimes hides a contact's phone number. TimelinesAI can still show the conversation, but it cannot send a reply from the inbox until WhatsApp shares that number.
What you can do
Reply from WhatsApp on your phone. Those messages still sync into TimelinesAI.
Your CRM may not create or match this contact until a phone number is available. That is expected.
We are working on letting you reply to these chats from TimelinesAI as well.
Note: If you cannot send in many chats, or new messages have stopped arriving, contact Chat Support — that is a different issue.
Profile pictures missing in some chats?
Contact and chat profile pictures are retrieved asynchronously when you open the relevant chat in TimelinesAI. Open each affected chat and allow a moment for the picture to load.
There is currently no bulk refresh or mass-update option for profile pictures. Reconnecting WhatsApp is not required solely to refresh profile pictures.
A large file didn't sync
If a specific incoming attachment is missing but the rest of the chat synced fine, the file was likely too large. Due to storage and performance considerations, TimelinesAI does not download and store incoming media above a maximum size (currently 100 MB). If an attachment exceeds this threshold, it is skipped silently — no file is stored, and no placeholder is added. If the message includes text along with the attachment, the text appears normally. This is expected behavior, not a sync failure. For sending file-size limits, see Adding attachments to the messages.
If the issues persist, then please feel free to let us know. Sometimes, WhatsApp may roll out a big update, and it may affect our infrastructure.
The fastest way to reach out is by using our Chat Support at the bottom-right corner of your screen. We will provide you with more assistance.