Why are my WhatsApp messages with variables/placeholders failing to send from a Customer Journey?

If your WhatsApp messages containing variables (also known as placeholders) are not being sent from a Customer Journey, it is often due to an incorrect placeholder format in your WhatsApp message template. This can sometimes result in a CodeTemplateParamCountMismatch error.

Our platform exclusively supports numbered placeholders for WhatsApp templates. Named placeholders are not supported and will cause the message to fail.

Correct Format (Numbered Placeholders): Your template body should look like this: Hello {{1}}, your order number is {{2}}.

Incorrect Format (Named Placeholders): Hello {{customer_name}}, your order number is {{order_id}}.

To resolve this issue, you need to update your template in your Meta Business Suite:

1. Go to your WhatsApp Business Account and find the message template you are using.
2. Edit the template to replace any named placeholders (e.g., {{Vendor_name}}) with numbered placeholders (e.g., {{1}}, {{2}}).
3. Save the changes. The template may need to be re-approved by Meta.
4. Once the template is updated and active, return to your Customer Journey in Pushwoosh.
5. In the WhatsApp message block, you will now see fields corresponding to the numbers you used (e.g., a field for 1, a field for 2, etc.). Map your desired user attributes or dynamic content to these numbered fields.

After making these changes, your WhatsApp messages should be sent correctly.