Introduction
WhatsApp is a powerful tool for engaging leads during admissions. It allows personalized communication and sends important updates like OTPs, transactional notifications, and promotional messages. WhatsApp is versatile and essential for all kinds of communications, whether automated or manual.
WhatsApp Communication Report
Below are the steps to check the report of WhatsApp communications triggered from Meritto:
- Navigate to Marketing and select "Communication Performance" in the menu.
- All the Job IDs will be visible, You can also filter via Job ids.
- On the top right corner, click the filter button and in the 'Medium of Communication', select WhatsApp.
- Click on the Job ID for which you want to see the performance and you will be redirected to the Communication Logs Detailed report page.
- Click On WhatsApp Stats to see the snapshot of the WhatsApp communication via selected Job id.
- You can further bifurcate the report on the basis of communication status.
- You can also filter for a particular status from the filter button on the top right corner on the page.
WhatsApp Reports
-
Sent: All WhatsApp messages sent from the system.
-
Delivered: WhatsApp messages successfully delivered to the customer's handset. The delivery percentage indicates the proportion of sent messages that reached the customer.
-
Read: Total number of WhatsApp messages read by applicants. The clicked percentage indicates the proportion of delivered messages that were opened.
-
Failed: The total number of WhatsApp messages that were not delivered to the applicant.
-
Clicked: The clicked percentage indicates the proportion of delivered messages that were opened.
-
Unsubscribed: When an applicant sends a specific keyword such as "STOP," we record this against their lead to cease further WhatsApp messages to them.
-
Replied: Total number of leads who replied via WhatsApp.
Error Codes
To help you identify error codes and to identify reasons for failures here is a list of common error status received with a suitable description.
Authorization Errors
| Code | Description | Possible Solutions | HTTP Status Code |
|---|---|---|---|
|
AuthException |
We were unable to authenticate the app user. |
Typically this means the included access token has expired, been invalidated, or the app user has changed a setting to prevent all apps from accessing their data. We recommend that you get a new access token. |
Unauthorized |
|
API Method |
Capability or permissions issue. |
Use the access token debugger to verify that your app has been granted the permissions required by the endpoint. See Troubleshooting. |
Internal Server Error |
|
Permission Denied |
Permission is either not granted or has been removed. |
Use the access token debugger to verify that your app has been granted the permissions required by the endpoint. See Troubleshooting. Ensure that the phone number used to set the business public key is allowlisted. |
Forbidden |
|
Access token has expired |
Your access token has expired. |
Unauthorized |
|
|
API Permission |
Permission is either not granted or has been removed. |
Use the access token debugger to verify that your app has been granted the permissions required by the endpoint. See Troubleshooting. |
Forbidden |
Throttling Errors
| Code | Description | Possible Solutions | HTTP Status Code |
|---|---|---|---|
|
API Too Many Calls |
The app has reached its API call rate limit. |
Load the app in the App Dashboard and view the Application Rate Limit section to verify that the app has reached its rate limit. If it has, try again later or reduce the frequency or amount of API queries the app is making. |
Bad Request |
|
Rate limit issues |
The WhatsApp Business Account has reached its rate limit. |
See WhatsApp Business Account Rate Limits. Try again later or reduce the frequency or amount of API queries the app is making. |
Bad Request |
|
Rate limit hit |
Cloud API message throughput has been reached. |
The app has reached the API's throughput limit. See Throughput. Try again later or reduce the frequency with which the app sends messages. |
Bad Request |
|
Spam rate limit hit |
Message failed to send because there are restrictions on how many messages can be sent from this phone number. This may be because too many previous messages were blocked or flagged as spam. |
Check your quality status in the WhatsApp Manager and see the Quality-Based Rate Limits documentation for more information. |
Bad Request |
|
Spam rate limit hit |
Message failed to send because there are restrictions on how many messages can be sent from this phone number. This may be because too many previous messages were blocked or flagged as spam. |
Check your quality status in the WhatsApp Manager and see the Quality-Based Rate Limits documentation for more information. |
Bad Request |
|
(Business Account, Consumer Account) pair rate limit hit |
Too many messages sent from the sender phone number to the same recipient phone number in a short period of time. |
Wait and retry the operation, if you intend to send messages to the same phone number. You can still send messages to a different phone number without waiting |
Bad Request |
|
Account register deregister rate limit exceeded |
Registration or Deregistration failed because there were too many attempts for this phone number in a short period of time |
The business phone number is being blocked because it has reached its registration/deregistration attempt limit. Try again once the number is unblocked. See "Limitations" in the Registration document. |
Bad Request |
Integrity Errors
| Code | Description | Possible Solutions | HTTP Status Code |
|---|---|---|---|
|
Temporarily blocked for policies violations |
The WhatsApp Business Account associated with the app has been restricted or disabled for violating a platform policy. |
See the Policy Enforcement document to learn about policy violations and how to resolve them. |
Forbidden |
|
Account has been locked |
The WhatsApp Business Account associated with the app has been restricted or disabled for violating a platform policy, or we were unable to verify data included in the request against data set on the WhatsApp Business Account (e.g, the two-step pin included in the request is incorrect). |
See the Policy Enforcement document to learn about policy violations and how to resolve them. You can also use the Health Status API, which may provide additional insight into the reason or reasons for the account lock. |
Forbidden |
Other Errors
| Code | Description | Possible Solutions | HTTP Status Code |
|---|---|---|---|
|
API Unknown |
Invalid request or possible server error. |
Check the WhatsApp Business Platform Status page to see API status information. If there are no server outages, check the endpoint reference and verify that your request is formatted correctly and meets all endpoint requirements. |
Bad Request |
|
API Service |
Temporary due to downtime or due to being overloaded. |
Check the WhatsApp Business Platform Status page to see API status information before trying again. |
Service Unavailable |
|
Parameter value is not valid |
The business phone number has been deleted. |
Verify that the business phone number is correct. |
Bad Request |
|
Invalid parameter |
The request included one or more unsupported or misspelled parameters. |
See the endpoint's reference to determine which parameters are supported and how they are spelled. Ensure when setting the business public key, it is a valid 2048-bit RSA public key in PEM format. Ensure there is no mismatch between the phone number id you are registering and a previously stored phone number id. |
Bad Request |
|
User's number is part of an experiment |
Message was not sent as part of an experiment. |
Bad Request |
|
|
Something went wrong |
Message failed to send due to an unknown error. When setting a business public key, it either failed to calculate the signature, call the GraphQL endpoint, or the GraphQL endpoint returned an error. |
Try again. If the error persists, open a Direct Support ticket. |
Internal Server Error |
|
Access denied |
Permission is either not granted or has been removed. |
Use the access token debugger to verify that your app has been granted the permissions required by the endpoint. See Troubleshooting. |
Forbidden |
|
Required parameter is missing |
The request is missing a required parameter. |
See the endpoint's reference to determine which parameters are required. |
Bad Request |
|
Parameter value is not valid |
One or more parameter values are invalid. |
See the endpoint's reference to determine which values are supported for each parameter, and see Phone Numbers to learn how to add a phone number to a WhatsApp Business Account. |
Bad Request |
|
Service unavailable |
A service is temporarily unavailable. |
Check the WhatsApp Business Platform Status page to see API status information before trying again. |
Internal Server Error |
|
Recipient cannot be sender |
Sender and recipient phone number is the same. |
Send a message to a phone number different from the sender. |
Bad Request |
|
Message Undeliverable |
Unable to deliver message. Reasons can include:
|
Using a non-WhatsApp communication method, ask the WhatsApp user to:
|
Bad Request |
|
Business eligibility payment issue |
There was an error related to your payment method. |
See About Billing For Your WhatsApp Business Account and verify that you have set up billing correctly. Common problems:
|
Bad Request |
|
Incorrect certificate |
Message failed to send due to a phone number registration error. |
Register the phone number before trying again. |
Internal Server Error |
|
Re-engagement message |
More than 24 hours have passed since the recipient last replied to the sender number. |
Send the recipient a business-initiated message using a message template instead. |
Bad Request |
|
Unsupported message type |
Unsupported message type. |
See Messages for supported message types before trying again with a supported message type. |
Bad Request |
|
Media download error |
Unable to download the media sent by the user. |
We were unable to download the media for one or more reasons, such as an unsupported media type. Refer to the Ask the WhatsApp user to send you the media file using a non-WhatsApp method. |
Bad Request |
|
Media upload error |
Unable to upload the media used in the message. |
We were unable to upload the media for one or more reasons, such as an unsupported media type. Refer to the We recommend that you inspect any media files that are causing errors and confirm that they are in fact supported. For example, in UNIX you can use file inspection via the command line to determine its MIME type:
You can then confirm if its MIME type is listed in our list of supported media types. For more reliable performance when sending media, refer to Media HTTP Caching and uploading the media. |
Bad Reque |