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Problems Receiving WhatsApp Notifications


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31 replies

  • New
  • 4 replies
  • January 14, 2025

Just an update.  I had issues earlier (see my post 5 days ago) since then the notifications are coming sporadically. Sometimes i get notification, and other times i don’t. In my dashboard on Zapier it says all notifications were sent but i only received a few.  For instance yesterday i received 2 out of 8 messages. The day before i received  2 out of 5 messages.  

Perhaps its relevant,  yesterday i received the 1st 2 messages and none of the rest during the rest of the day.

Hopefully a fix will come out for this.  I wouldn't be surprised if it is a WhatsApp issue, so hopefully you can resolve it with them.

Thanks


SamB
Community Manager
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  • Community Manager
  • 7304 replies
  • January 15, 2025

Thanks for keeping us updated, ​@ErikM! This is very strange. I’m curious, there any difference in the types of notification that you are receiving and those that you aren’t—or do they all contain the same information?

Your notifications are all for Formidable forms submissions correct? So were any of the form submissions get submitted on or very close to the same time? If so, maybe WhatsApp does some kind of deduplication checking on their end—in which case updating the notification message to include unique information that relates to the form submission might help to get around that.

And if the notifications already have unique information do they contain any personally identifiable information like phone numbers for example? I’m not sure if WhatsApp do any sort of automatic checking in messages for phone numbers that have previously been blocked/flagged by other users, if they did then that might account for why only some notification messages went through to you successfully. If that is the case then removing the numbers from the notification might be worth trying to see if that then allows all notifications to be received.

Looking forward to hearing from you!


  • New
  • 1 reply
  • January 20, 2025

@ken.a  Please add me in the affected member so once it fixed please informed us!


  • New
  • 4 replies
  • January 21, 2025

@SamB   

I get very few entries in my formidable forms. On average 1 per 3 hrs.  So quantity or quick consecutive messages is not an issue.  
I have also set up a Zap to alert me when an email is received in my Gmail account. (Which also receives email alerts from formidable forms)

The result is the same, sometimes I get a WhatsApp alert. Always the Zap history says all zaps are being completed correctly. 
 

Does anyone notice any better results with WhatsApp Business? Currently I am using my normal WhatsApp account.  
 

Is there anyone out there who is using Zaps for WhatsApp notifications and it is working flawlessly??


SamB
Community Manager
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  • Community Manager
  • 7304 replies
  • January 22, 2025

Hi ​folks! 👋

@ceylon - happy to confirm that you’ve been added to the list! While we can’t provide an ETA for a fix, we’ll definitely be in touch as soon as it’s sorted. 

@ErikM - Thanks for confirming that, it’s much appreciated!

There’s since been a potential cause identified which is that there's a 24 hour conversation window that needs to be re-triggered in order for replies to go through. At the moment it appears that only 'Marketing' category templates are being limited to this 24 hour conversation window (New Lead, New Message, Calendar Event) so the workaround at present is to:

Try using a different message template—specifically one in the Utilities category. It may not fit your use case as closely, but early testing indicates that messages with Utilities category templates are sending consistently.


Can you give that workaround a try and let us know if that allows all message notifications to come through successfully? ​​​​


SamB
Community Manager
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  • Community Manager
  • 7304 replies
  • Answer
  • January 23, 2025

Hi everyone, I’m pleased to announce that the team have fixed this issue now! 🎉

Thank you all so much for your patience while the team worked on resolving this. The fix does require some action on your part, so I’ll share the details from the email notification that was sent out, in case anyone missed it:

“For users hitting issues with messages failing to successfully deliver in the Send Message action despite Zap runs showing successful, we have made fixes that should address the issue.

This issue was isolated to 3 of our 4 most popular message templates options (the 'New Message', 'Calendar Reminder' and 'New Lead' templates).

To take advantage of the bug fix, action is required. Please follow these steps to get your 'Send Message' step working successfully:

1. Head to your Zap. Click Edit Zap/Edit draft and go to your WhatsApp Notifications step.
2. If you were using a message template that was impacted by this bug, you should expect to see a warning message in the Zap Editor indicating that you are using a "deprecated template":



3. Next, delete your 'Template' input.
4. Select from the static options and re-choose among the available template options.
5. Ensure all input fields are mapped as expected and test the step.


Note that the deprecated template options are no longer in the static options listed when setting up this WhatsApp action. Zaps will still run when using the deprecated template options, but they'll continue to see message delivery issues until your step is updated.”

As the bug is now fixed, I’ll be closing this topic. If you’ve carried out the above steps and are still experiencing issues, please feel free to create a new topic in the Community here or contact Support directly to let us know.

In the meantime, happy Zapping! ⚡