Why are my WhatsApp messages showing as "Drop-off" in Customer Journeys and not being sent?

There could be several reasons for WhatsApp messages resulting in a "Drop-off" within a Customer Journey:

1. Template Configuration Issue: A previously identified platform issue involved language settings within WhatsApp message templates/presets. This has been resolved.
   • Action Required: If you encountered this issue, please try cloning the affected Customer Journey. In the WhatsApp message step of the cloned journey, reselect the message template/preset you wish to use. This ensures the latest configuration is applied. Launch the cloned journey and test again.
2. "Send Across Devices" Setting: The "Send WhatsApp notification across user devices with UserID" setting might cause drop-offs if users entering the WhatsApp step do not have a WhatsApp number associated with their UserID profile. Consider disabling this setting if your audience segment might include users without linked WhatsApp numbers.
3. General Configuration: Ensure your WhatsApp connection is active, your display name is approved by Meta, and the specific message template you are using is approved by Meta and correctly configured.

If the problem persists after reselecting the template in a cloned journey and checking the configuration, please contact support with details of your journey and template.