If your WhatsApp messages are not being sent from a Customer Journey even though your setup seems correct, the issue is likely due to the format of the phone numbers stored in your user profiles.
To ensure successful delivery, the phone number must be stored in a specific format that includes a prefix.
Correct Phone Number Format
The required format is whatsapp: followed by the plus sign (+) and the full international phone number (country code + phone number).
Format:
whatsapp:+[country_code][phone_number]
Example:
whatsapp:+15551234567
How to Store the Phone Number
We recommend storing this value using the default Phone Number tag in the user's profile.
Whether you are importing contacts via a CSV file or setting user data via the API, you must ensure the phone number string is in this exact format.
For example, when importing contacts from a CSV file, your column for phone numbers should look like this:
| Phone Number |
|---|
| whatsapp:+442071234567 |
| whatsapp:+919876543210 |
Once your users' phone numbers are updated to this format, your WhatsApp messages should be triggered correctly from your Customer Journeys.
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