Marketing Cloud - Troubleshooting WhatsApp sends in Journey Builder

Using the troubleshooting steps outlined within this article, you can review common causes and methods to resolve them to ensure WhatsApp sends are reaching the targeted audience.

Validate Send Activity

The first step in troubleshooting is validating send activity for those Contacts that flowed through the WhatsApp Message Activity within your Journey.

• Access the particular Journey & Version you're reviewing.
• Select the WhatsApp Activity icon on the Journey Canvas
• In the 'Analytics' pane, adjust the parameters for the date range to see the Mobile Activity Tracking.
• If sends show they were succesfully sent or failed, use the Chat Messaging Extract to gain insights on which Contacts failed or where successfully sent to.
  • For failures, please see the WhatsApp-First Business Messaging (Meta) FAQ on common errors or refer to Meta's Error Code documentation.

If there is no activity for the selected date range, proceed to the next section with steps to review the WhatsApp Message Activity configuration.

WhatsApp Message Activity Configuration

Upon drafting your Journey, the WhatsApp Message Activity configuration defines the Phone Number attribute to be used for the send along with the WhatsApp Channel.

Phone Number

• Entry Source
  • If sourced from your Entry Source, ensure the attribute or column contains a valid, normalized Mobile Number. See the Marketing Cloud - Importing WhatsApp Contacts for additional reference.
• All Contacts
  • Review any example ContactKey(s) within Contact Builder to ensure:
    • A valid, normalized Mobile Number is associated with that Contact record
    • The Contact is a member of the WhatsApp messaging channel
    • The Contact is opted in to the WhatsApp Channel or Phone Number configured within the WhatsApp Message Activity

If the example ContactKey(s) meet all the detailed criteria, the next section covers steps to review the Entry Source configuration for your Journey.

Entry Source Configuration

For Journeys that use a Data Extension Entry Source, ensure the Subscriber or Send Relationship for the SubscriberKey is set to the correct attribute or column within your Data Extension.

After completing these troubleshooting steps, if you're unable to determine the source of sends not triggering or have questions regarding failures, you can open a case with Salesforce support with the following information:

• Journey Name & Version
• Name of the WhatsApp Message Activity
• Example ContactKey(s)
• Error or Status Codes (if applicable)