Why are my WhatsApp messages failing to send, showing drop-offs, or displaying variable names instead of values?

Several factors can cause issues with sending WhatsApp messages from Customer Journeys. Here's a checklist to troubleshoot common problems:

1. Check Journey Configuration: Review the specific WhatsApp step in your Customer Journey. Look at the journey stats for any specific error messages associated with the drop-offs.
2. Reselect Message Template/Preset: A past issue involved how message templates (presets) were handled. Try this fix:
   • Clone the affected Customer Journey.
   • Edit the WhatsApp message step in the cloned Journey.
   • Re-select the exact same WhatsApp message template/preset you were using.
   • Save the step and launch the cloned Journey.
3. Verify Variable Configuration: If you are using variables (placeholders) and seeing the variable name (e.g., [TagName|...|]) instead of the user's data:
   • Ensure your template is correctly set up with variables (like {{1}}) in Meta Business Manager.
   • In the Pushwoosh Journey's WhatsApp step, confirm that the "Configure template placeholders" option is enabled.
   • Carefully map each placeholder (e.g., body.parameters.1.text) to the correct User Attribute Tag or Event Attribute using the dropdown menus.
4. Check "Send Across Devices" Setting: If users seem to drop off unexpectedly at the WhatsApp step, try disabling the "Send WhatsApp notification across user devices with UserID" option within that step's settings. This can help if the Journey is incorrectly targeting non-WhatsApp devices associated with the UserID.
5. Template Approval & Connection Status: Ensure your WhatsApp template is still approved by Meta and that your overall WhatsApp connection status in Pushwoosh is active.

If issues persist after checking these steps, please contact support for further investigation.