Sometimes your notification does not get through. In this case, you will be informed by an update of the corresponding ticket, provided that you set up the Zendesk API Webhook in the Settings section:
When the Conversations API Webhook Status is enabled, if a notification fails, your ticket will be updated accordingly:
Here are the most common error messages, and why they happen.
Notification related errors:
- Message Undeliverable: No WhatsApp account is registered for the provided phone number, Receiver is incapable of receiving this message, or Recipient is not a valid WhatsApp user: the message could not be delivered to the phone provided. Maybe the phone number has no WhatsApp account associated, the recipient did not accept Facebook new Terms of Service, or the user's WhatsApp version in her phone is too old.
- Parameter value is not valid: the parameter you sent does not match what was expected by Facebook when you created the template. In most cases, you sent an empty value.
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Template name does not exist in the translation. It means that:
- The template does not exist with the same facebook name
- The language associated to the facebook template does not match the language you entered in the connector (for example, you specified American English in Facebook, and British English in the connector).
- The connection you used does not point to the right Facebook account
- Translated text too long. The total character limit is 1024. If your text is bigger (template text + parameters), you will get this error.
- Template is Paused or Template is Disabled. Template is paused due to low quality so it cannot be sent in a template message. Contact Facebook Support to check out why.
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Destination is invalid. Something is wrong with your phone number. Most common causes are:
- Phone country code missing
- Wrong number
- No WhatsApp account associated to that number
- Bad phone number format
- Parameter of type text is missing text value. You sent an empty value in a parameter.
- Number of parameters does not match the expected number of params. Similar to the above, you probably sent an empty or incorrect parameter value in your notification. Text parameters must be at least 2 characters long.
- Message not delivered to maintain a healthy ecosystem. This error occurs if you send too many messages to users that have not opted in in a short period of time, and/or they mark you as SPAM.
- Button at index 0 of type Url requires a parameter. Your template has a button with a URL call to action. If that url has a parameter ({{1}}), you need to specify it always.
- Body number of localizable params does not match the expected number of params. You defined a template as multi-language. We don't support multi-language templates. In this case, you need to create a different template for each language.
- Downloading media from weblink failed with http code 404 status message Not Found. The resource (image, video, or document) specified in the header link does not exist. Maybe the link is broken or the file was moved.
- Media download error. Your header link could not be downloaded. This is probably because the file extension of the file in header link is wrong (.mp4 for video, .pdf for documents, .jpg, .png, .gif for images).
- Recipient cannot be sender. Sender and recipient phone number is the same.
- (Business Account, Consumer Account) pair rate limit hit. You have sent too many messages to the same user. You might have an issue with your triggers.
- Cannot mix reply actions with other types. Unfortunately, the Conversations API returns this error if your template uses 2 different action buttons. Facebook might approve your WhatsApp template, but you will not be able to use it with the Zendesk WhatsApp Connector. Leave only one action button in your WhatsApp template to deal with this.
Account related errors:
- Integration not found. Something is wrong with your connection settings.
- Spam Rate limit hit. This may be because too many previous messages were blocked or flagged as spam. You might leverage the add_to_queue parameter to avoid sending too many requests at once.
- Business account has been locked or Business Account locked or Temporarily blocked for policies violations. This can be due to many users marking your messages as SPAM. Contact Facebook Support to find out more.
- Phone number Not Registered or The phone number provided for the message is not registered with WhatsApp. You cannot use the Cloud API to send messages to numbers that have not been registered with WhatsApp Business. You need to contact Zendesk or Facebook Support.
- API Too Many Calls, Rate limit issues, Rate limit hit. You are sending too many notifications. Check your processes to discard an error, and if it is fine, contact Zendesk so sort this out.
Technical errors:
- Service unavailable or Server Temporarily Unavailable. Something is wrong with Zendesk or Facebook. You may need to resend your notifications after a while.
More information about WhatsApp errors here.