The quotation cannot be sent, opened or changed

Most problems with quotations come from the customer's contact details, the agency's message settings, or the quotation's status. Find your symptom below and do the checks in order.

The send button is greyed out or gives an error

Why it happens

The customer has no mobile or email for that channel, the quotation message for that channel is missing, the channel is not connected, the messaging service refused the message, or the quotation's status does not allow sending.

What to do

1. Send on WhatsApp greyed out with This customer has no mobile number, or the error This customer has no phone number: open the customer's file and add the mobile. Send by SMS needs a mobile too.
2. Send by email greyed out, or This customer has no email: add the email to the customer's file.
3. No whatsapp template "Quotation sent" is set up. Add it in Settings → Message templates. (or email, sms): your agency's quotation message for that channel was removed or turned off. Add it again in Settings → Message templates. Every agency starts with one for WhatsApp, email and SMS.
4. Email is not connected, so the quotation was not sent. Connect it in Settings → Connections, or copy the link and send it yourself. (or Text messages, WhatsApp): the channel is not connected, so nothing went out and the quotation stays as it was. Ask the agency owner to connect it in Settings → Connections. Meanwhile, press Copy link and send the link from your own phone.
5. The quotation was not sent: … It stays as it was.: the connected service refused the message, for the reason shown. Check it in Settings → Connections, then send again, or use Copy link.
6. This quotation has expired. Extend it first, then send it. or The customer declined this quotation. Duplicate it to send new options.: extend the expired quotation, or duplicate the declined one.
7. The send buttons are missing: the quotation is expired, declined, accepted or booked (it cannot be sent), or your role cannot send quotations.

The customer did not get the message

Why it happens

When WhatsApp is not connected, the system does not send the message itself: it opens WhatsApp on your device with the message ready, and you must press send there. Email and SMS go out only when they are connected; otherwise you see an error and the quotation stays as it was. The number or email may also be wrong.

What to do

1. If WhatsApp opened a chat when you pressed send, check that you pressed send in WhatsApp.
2. Check the customer's mobile, with the country code, and the email in the customer's file.
3. Ask the agency owner to check Settings → Connections for the channel you used.
4. Press Copy link and paste the link into your chat with the customer.

The customer says the link has expired

Why it happens

The Valid until date has passed. The customer's page then shows that the quotation expired and does not let them choose an option.

What to do

1. Open the quotation and press Extend … days on the expired banner.
2. Send it again with Send on WhatsApp (or the menu). The send buttons come back once it is extended.
3. If the prices need to change too, use ⋮ → Duplicate instead, change the copy and send it.

The page may also say Quotation not found: the quotation was deleted or the link was cut when it was pasted. Send the link again.

I cannot edit the quotation

Why it happens

The customer accepted it, or it became a booking. Accepted and booked quotations are locked, so you book exactly what the customer chose. The builder shows This quotation is accepted and can no longer change.

What to do

1. To offer something different, press ⋮ → Duplicate, change the copy and send it.
2. If it is already booked, change the booking itself with Open booking.
3. If the edit buttons are missing on a draft, your role cannot create quotations. Ask the agency owner.

I cannot delete the quotation

Why it happens

A quotation that became a booking stays as the booking's history. Delete is replaced by Open booking, and the message This quotation became a booking and cannot be removed may appear.

What to do

1. Open the booking with Open booking and change or cancel it there.
2. For a quotation that did not become a booking, use ⋮ → Delete. Your role must allow creating quotations.