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Messaging Error Codes in Service Cloud
Identify errors that service reps may encounter during standard and enhanced messaging sessions.
Required Editions
| View supported editions. | |
This article applies to:
|
Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
This article doesn’t apply to:
|
Enhanced In-App Chat or Enhanced Web Chat channels |
When something goes wrong in the middle of a conversation with a customer, you receive a message that identifies the errors with codes. Verify the meaning of messaging error codes you receive. There are four categories of errors, which are differentiated by their starting number.
0xxx Errors
Error codes starting with 0 (0xxx) indicate that a problem occurred when communicating with the third-party messaging provider, such as WhatsApp, or the messaging service carrier.
| Error | Message |
|---|---|
| 0001 | Can't contact the messaging service right now. Try again later. |
| 0002 | Can't contact the messaging service right now. Try again later. |
| 0003 | Can't contact the messaging service right now. Ask your admin to check the channel settings. |
| 0004 | Can’t send your message because it’s outside of the response time frame. If it’s supported, send a template-based messaging component. Otherwise, wait until the user contacts you again. |
| 0005 | Can’t send this message because you reached your rate limits for this messaging service. Try again later. |
| 0006 | Can’t send this message because another app is controlling the messaging session. |
| 0007 | Can’t send this message because your organization violated the messaging service’s policies. Ask your Salesforce admin for help. |
| 0008 | Can’t send this message. Try sending the information in a different format. |
1xxx Errors
Error codes starting with 1 (1xxx) indicate a problem with the source address.
| Error | Message |
|---|---|
| 1001 | Can't send messages from this channel. Ask your admin to check the channel settings and contact Salesforce Customer Support. |
| 1002 | Can't send messages from this channel. Ask your admin to check the channel settings and contact Salesforce Customer Support. |
| 1003 | Can't send messages from this channel because the channel’s phone number isn’t verified. Ask your Salesforce admin to verify the number. Learn More |
| 1004 | Can’t send messages from this channel because the channel’s phone number is blocked. Ask your Salesforce admin to contact Salesforce Customer Support. |
| 1005 | Can’t send messages from this channel because you exceeded your outbound message limit or don’t have the license required to send messages. If the issue continues, ask your Salesforce admin to contact Salesforce Customer Support for help. |
2xxx Errors
Error codes starting with 2 (2xxx) indicate a problem with the destination address.
| Error | Message |
|---|---|
| 2001 | Can't send messages to this number. Make sure that the contact information is correct and try again. |
| 2002 | Can't send messages to this recipient because they blocked you. |
| 2003 | Can’t send messages to this recipient. This may be due to an issue with the recipient’s phone number or app version. |
| 2004 | Messages to this recipient are getting blocked by their carrier. Try contacting them another way. |
| 2005 | Can’t send messages to this recipient because they haven’t opted in to communication in this channel. |
| 2006 | Can’t send this message because the recipient hasn’t subscribed to this type of content. |
| 2007 | Can’t send messages because we can’t verify that all of the recipients opted into communication. |
| 2008 | Message took too long to send. Try sending again, and if the issue continues, ask your Salesforce admin to check the timeout limit set in the API. |
| 2009 | Can’t send messages to this number. It may no longer be in service, or may be saved in the wrong format. Verify that it uses the e164 format: +12345678901. |
| 2010 | Can’t send messages to this number because it was deactivated or suspended. |
| 2011 | Can’t send messages to numbers with this country code. |
| 2012 | Can’t send messages to this number because a messaging user with the same number already exists. Check your messaging user records for duplicates. |
| 2013 | Can’t send this message because the messaging end user is engaged in an open messaging session. Try again later. |
| 2014 | Can’t send messages to this recipient. The user either deleted their account or restricted messages to friends only. |
3xxx Errors
Error codes starting with 3 (3xxx) indicate a problem with the message being sent.
| Error | Message |
|---|---|
| 3001 | Can't send this message because it contains invalid content. Try rewriting it. |
| 3002 | Can't send attached files because the file types aren't supported. |
| 3003 | Can't send this message because the message body is flagged as spam. |
| 3004 | Can't send this message because the message body or consolidated bot response is too large. Try shortening the message. |
| 3005 | Can't send this message because the attachment is too large. |
| 3006 | Too many attachments. Try sending your attachments separately. |
| 3007 | The message's intent is invalid. |
| 3008 | This messaging component’s associated message template isn’t available for this language and locale. Try sending a different messaging component. |
| 3009 | This messaging component and its associated message template contains different numbers of parameters. Ask your Salesforce admin to check the component settings. |
| 3010 | Can't send this message because it contains invalid content. Try rewriting it. |
| 3011 | You have too many message templates. Ask your admin to check your templates in WhatsApp Business Manager. |
| 3012 | This messaging component’s associated message template isn’t available for this language and locale, or the message template isn’t yet approved. Try sending a different messaging component. |
| 3013 | This messaging component exceeds the text length limit. Ask your Salesforce admin to update the associated message template in WhatsApp Business Manager or verify that the component’s parameters don’t add too much text to the message. |
| 3014 | The message template that’s associated with this messaging component may violate WhatsApp policies. Ask your Salesforce admin to check the template in WhatsApp Business Manager. |
| 3015 | Something’s wrong with this messaging component’s parameters. Ask your Salesforce admin to check the component settings in Setup. |
| 3016 | The message template associated with this messaging component was disabled because of quality concerns. Try sending a different messaging component. |
| 3017 | The message template associated with this messaging component is paused because of quality concerns. Ask your Salesforce admin to check the template in WhatsApp Business Manager. |
| 3018 | Can’t send this message because it contains an unsupported merge field. Try editing or removing the merge field. |
Other Errors
| Error | Message |
|---|---|
| 9999 | Can’t send this message right now. If this happens again, ask your Salesforce admin to contact Salesforce Customer Support. |
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