Why are users not receiving subsequent messages in my WhatsApp Customer Journey?

If you notice that users receive an initial message in a WhatsApp journey but do not progress to the next steps, it is often due to message delivery issues originating from Meta (Facebook), not a problem with the journey's logic. When Pushwoosh attempts to send a message, Meta may reject it for various policy or quality reasons.

Common Meta error codes include:

• 131048 (Spam Rate Limit): Meta has restricted your phone number because previous messages were blocked or flagged as spam.
• 131026 (Message Undeliverable): The message could not be delivered. This can happen for many reasons, including an invalid recipient number.
• 131047 (Re-Engagement Message): You attempted to send a non-template message more than 24 hours after the user's last reply, which is outside Meta's allowed customer service window.
• 131049 (Meta Chose Not To Deliver): Meta's systems decided not to deliver the message to maintain a high-quality user experience on the platform. This can be related to your account's health score or message content.

What to do

To diagnose and resolve these issues, you should check your account status directly within the Meta WhatsApp Business Manager:

1. Review Account Health: Check the health score and quality rating of your phone number for any warnings, restrictions, or status changes.
2. Check Message Templates: Ensure the message templates used in your journey are approved by Meta and maintain a high-quality rating.
3. Respect the 24-Hour Window: Be mindful of Meta's 24-hour rule for sending non-template, conversational messages.
4. Consult Meta's Documentation: For a complete list of error codes, refer to the official Meta for Developers documentation.