Troubleshoot WhatsApp Messaging error messages

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Troubleshoot WhatsApp Messaging Error Messages

Introduction

The ability to send messages through WhatsApp is a vital feature for many businesses using ActiveCampaign. However, users may encounter error messages while attempting to send these messages. Understanding and troubleshooting these error messages is crucial for maintaining effective communication with your contacts. This article provides a comprehensive overview of common WhatsApp messaging error messages, the reasons they occur, and the steps you can take to resolve them.

How to Access This Feature

To troubleshoot WhatsApp messaging error messages, you typically access the WhatsApp messaging feature within your ActiveCampaign account. Ensure you have the WhatsApp Messaging add-on enabled, which can be purchased separately or included in your Plus, Professional, or Enterprise plan.

Step-by-Step Instructions

Below are the common error messages and their resolutions when using WhatsApp Messaging:

1. Media Upload Error

This error arises when the media file you are trying to upload has unsupported encoding, even if the file appears to be in the correct format (e.g., mp4).

• Resolution:* Convert the video to mp4 format using online converters like CloudConvert or software like Permute or Handbrake.

2. Pair Rate Limit Hit

This error indicates that you have sent multiple messages to the same recipient in quick succession.

• Resolution:* Wait a few seconds before attempting to send the message again. In automated flows, insert a Delay step between messages to prevent this error.

3. Unable to Deliver Message: Recipient Phone Number is Not a WhatsApp Phone Number

This error occurs when the recipient's phone number is not valid for WhatsApp, or their account does not support the WhatsApp Business API.

• Resolution:* Send a test message from your personal WhatsApp account to verify the number. If successful, advise the recipient to update their WhatsApp version. If problems persist, reach out to the ActiveCampaign support team.

4. User is Not Valid - Recipient is Not a Valid WhatsApp User

This occurs when the recipient’s phone number isn’t a valid WhatsApp account.

• Resolution:* Ensure the number is correct and in E.264 format (country code + 10 digits). If everything checks out, contact WhatsApp support for assistance.

5. Spam Rate Limit Hit

You may receive this error if you exceed the quota of allowed messages. Unverified businesses are limited to 250 outbound messages in a rolling 24-hour period, while verified businesses have a limit of 1000.

• Resolution:* Wait 24 hours before trying to send the message again. More information about messaging limits can be found in the corresponding Facebook documentation.

6. Message Was Not Sent as the User is Part of a WhatsApp Internal Experiment

WhatsApp might have some users engaged in internal experiments affecting message delivery.

• Resolution:* Try sending a template from the Utility category instead of Marketing templates, as only Marketing templates may be restricted.

7. Message Failed to Send Because There Are Restrictions on How Many Messages Can Be Sent from This Phone Number

Similar to the Spam Rate Limit Hit error, this indicates you have exceeded the message quota or face other account restrictions.

• Resolution:* Wait 24 hours before attempting to resend. You can check your account's current limits in your WhatsApp manager.

8. Translated Text Too Long

This error indicates that the variable text length exceeds WhatsApp’s limits—60 characters for header text and 1024 for the body.

• Resolution:* Shorten the header text to correct the issue.

9. The Template Does Not Exist in the Specified Language or the Template Has Not Been Approved

This error arises when trying to send a template that does not match the recipient's language requirements.

• Resolution:* If necessary, recreate the template in a compatible language. If issues continue, contact WhatsApp support.

10. In Order to Maintain a Healthy Relationship with the Ecosystem, the Message Was Not Transmitted

This indicates that WhatsApp limits the number of marketing messages sent to protect contacts from spam.

• Resolution:*

1. Try sending later, ideally waiting until the next day. 2. Consider creating a utility template, ensuring that "Allow Category Change" is disabled. Adjust the content of rejected templates to avoid terms classified as marketing.

Configuration Options and Settings

Within WhatsApp Messaging, certain configurations can help avoid errors: - Use a nearly universal video format like mp4 for media uploads. - Insert a Delay step in your automation flows to comply with rate limits. - Regularly verify the validity of recipient numbers using your personal WhatsApp account.

Best Practices and Tips

- Regularly check for updates and align your templates with the current guidelines provided by WhatsApp. - Maintain communication with ActiveCampaign’s support for any uncommon errors encountered. - Encourage your contacts to update their WhatsApp application to ensure compatibility with the WhatsApp Business API.

Troubleshooting

Should you encounter an error message not listed in this guide, or if available resolutions fail, it is best to contact the ActiveCampaign Customer Experience team for assistance. Provide as much detail as possible, including the error message and context.

Related Features

- For information on best practices in WhatsApp marketing, refer to the WhatsApp Messaging articles. - Learn about automation best practices in ActiveCampaign to enhance messaging reliability.

FAQ

1. What should I do if a video fails to upload?

Check the encoding of the video file; you may need to convert it to a supported mp4 format using relevant software.

2. How can I verify if a recipient's number is valid?

Try sending them a message from your personal WhatsApp account; if it goes through, the number is valid.

3. What are the limits on sending messages via WhatsApp?

Unverified businesses can send up to 250 outbound messages in 24 hours. Verified businesses can send up to 1000.

4. Why am I getting a message not sent error?

This could be due to hitting the message quota or the recipient not being in compliance with WhatsApp's policies.

5. How do I create a utility template?

When creating a new template, ensure to select Utility as the type and disable the "Allow Category Change."

6. What should I do if I encounter a new error?

Contact the ActiveCampaign Customer Experience team and provide details of the error for assistance.

7. How can I check if my templates are approved?

Templates can be managed via your ActiveCampaign dashboard. Check the status on your templates directly in the WhatsApp messaging section.

This guide should serve as a comprehensive resource for understanding common WhatsApp messaging errors and how to resolve them effectively. By following these troubleshooting steps, you can maintain a seamless communication experience through WhatsApp Messaging.