I have successfully set up WhatsApp notifications in Zoho Forms. However, the recipients are not receiving the messages.
There can be a number of reasons for this. Here are some examples of the reasons why recipients are not receiving the messages.
Example 1: Unapproved Display Name
The issue could be due to the phone number display name not being approved by Meta, causing message delivery to fail. To resolve this,
Check if the phone number display name is approved
- Go to Meta Business Console > WhatsApp Manager > Phone Numbers.
- Click on the relevant phone number and navigate to the Certificate section.
- If the display name is approved, it will be shown as below.
If the display name's approval status is Pending Approval/Rejected, contact Meta support.
Example 2: Incorrect Placeholder Format
This issue could be due to an incorrect placeholder format in the template message. If the placeholders are not in the correct sequence, the message validation may remove a value, causing delivery failure.
To resolve this,
- Check the placeholder order in your template message.
- The placeholders should be in sequential order (e.g., 1234567).
- If the order is incorrect (e.g., 7123456), recreate the template and ensure the correct sequence.
Things to remember for your message template to be approved
Your template name and message should clearly convey to the recipients why they have received the message.
- You cannot use template placeholders in the beginning or in the end of the message. This will lead to automatic rejection of your template.
- The maximum size for a message template, including any placeholders that are replaced with text, is 1024 characters. If your template exceeds this limit, the message will not be delivered to the recipient.
- Do not keep the placeholder variables next to each other like {{1}} {{2}}.
- Do not use words instead of numbers within the curly braces.
- Keep the placeholder variables sequential throughout your message and do not miss out even a single number in the sequence.
- A Maximum of 10 placeholders are allowed.
- Ensure that you do not use multiple sequential line breaks in your message as they are not allowed by WhatsApp.
- Do not create a duplicate template message with a different template name.
- Do not make any spelling or grammatical mistakes.
- Use no more than 4 consecutive spaces.
By sticking to these guidelines, you can increase the likelihood that your message template will be approved.
If a template approval status is Failed or Rejected, it means that the template does not comply with WhatsApp's policies, and any attempt to modify the message in the WhatsApp console may result in the message not being delivered.
It is advisable to review the template and make the necessary changes to comply with WhatsApp's policies before resubmitting it for approval. In the meantime, it is recommended to refrain from sending any messages using the failed or rejected template.
Example 3: Insufficient IM Credits
- If you don’t have enough IM credits, your messages may not be sent.
- Learn more about minimum IM credit requirements:
Minimum IM Credits Required - Understand how many messages can be sent with 1 IM credit:
IM Credit Message Limits
If the issue persists, consider reviewing your WhatsApp Business template settings or contacting support@zohoforms.com for further assistance.