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Understanding WhatsApp Message Errors in Stack

When using Stack to send WhatsApp messages, you might encounter two common errors: Meta Chose Not to Deliver and Message Undeliverable. Here's what they mean and how you can address them.

Meta Chose Not to Deliver​

What It Means​

This error indicates that Meta has not delivered your message to maintain a healthy engagement ecosystem. It usually affects marketing template messages, which are subject to Per-User Marketing Template Message Limits.

Why It Occurs​

WhatsApp may restrict the delivery of marketing template messages to users who are less likely to engage. This approach enhances user experience by maximizing engagement and minimizing unwanted messages.

How to Resolve​

  • Do Not Retry Immediately: If you encounter this error, avoid retrying right away. Instead, wait and retry in gradually increasing time intervals until the message is delivered. This helps comply with Meta's limits and prevents further disruptions.

  • Understand Per-User Marketing Template Message Limits: These limits are based on user engagement patterns. If a marketing conversation is open, you can send one additional marketing message without hitting the limit. Once the user responds, you can send unlimited free-form messages.

Best Practices​

  • Ensure your marketing messages are timely, relevant, and expected to boost engagement.
  • Personalize messages to add value, such as including information about recent purchases or exclusive offers.
  • Monitor message delivery and engagement to proactively adjust your messaging strategy.

Why It’s Important​

Adhering to these limits improves user sentiment, read rates, and the overall WhatsApp experience. High-quality engagements can make your business eligible for more features on the WhatsApp Business Platform.

Message Undeliverable​

What It Means​

This error occurs when a message cannot be delivered due to specific issues, such as:

  • The recipient's phone number is not registered on WhatsApp.
  • The recipient has not accepted WhatsApp's latest Terms of Service and Privacy Policy.
  • The recipient is using an outdated version of the WhatsApp application.

How to Resolve​

  • Verify Recipient Details: Ensure the recipient’s phone number is registered on WhatsApp. Note that authentication templates cannot currently be sent to users in India.

  • Ensure Compliance with WhatsApp Terms and Updates: Confirm that the recipient has accepted WhatsApp’s latest Terms of Service and Privacy Policy. Encourage recipients to update their WhatsApp app to the latest version:

    • Android: 2.21.15.15 or later
    • iOS: 2.21.170.4 or later
    • KaiOS: 2.2130.10 or later

  • Validate Communication: Make sure the recipient can send a message to your WhatsApp business number. If needed, use non-WhatsApp channels to guide recipients in resolving their account issues.

Tips for High-Quality Conversations and Improved Ratings​

Maintaining a high-quality message rating is essential for minimizing delivery errors and enhancing user satisfaction. Here are some best practices:

Creating High-Quality Business-Initiated Conversations​

  • Expected: Obtain explicit user opt-in for receiving WhatsApp messages.
  • Timely: Relate messages to time-sensitive topics like recent purchases or seasonal offers.
  • Relevant: Use personalized content with a clear call-to-action.

Improving Quality Ratings​

  • Opt-In Management: Send messages only to users who have opted in, and provide clear opt-out options to improve user sentiment.
  • Engaging Content: Ensure messages are timely, relevant, and personalized. Avoid overwhelming users with frequent messages.
  • Monitor and Adjust: Track your 30-day quality history and understand reasons for low or medium quality ratings. Experiment with templates and refine strategies based on user engagement data.
  • Template Review: Regularly audit new templates added in the past 7 days to identify any causing issues. Ensure compliance with WhatsApp Business and Commerce Policies.

By following these guidelines, you can effectively manage WhatsApp message delivery and enhance user engagement through Stack.