Troubleshooting notification issues in WhatsApp

Hi ​@talatbilgicer 

Help links for using WhatsApp Notifications in Zaps: https://zapier.com/apps/whatsapp-notifications/integrations#help

Hi ​@talatbilgicer 

We need a bit more - are you seeing an error in Zapier History - or you’re just not receiving them?

There is no error. Everything looks ok. Triger is Facebook leads + First step; to send google sheet and it work + Second step; to send WhatsApp to first number (doesn't work) + third step; to send WhatsApp to second number (doesn't work) + fourth step; to send WhatsApp to third number (it work)

Hey ​@talatbilgicer,

Make sure you are on a premium plan of Zapier as whatsapp Notications is a premium app. See more about it here- https://help.zapier.com/hc/en-us/articles/39395817773453-Important-update-WhatsApp-Notifications-is-becoming-a-premium-app.

Some of the limitations of Whatsapp Notifications-

• Messages are limited to prefilled templates only. You cannot create custom templates and are restricted to 7 specific templates: New Lead, New Message, Payment Confirmation, New Order, Shipping Confirmation, Calendar Reminder, and Zap Error.
• Message content including template and all information must be 1024 characters or fewer.
• Each link field only accepts one URL.

Hope it helps!

Hi everyone,

I'm having the same issue.

After receiving the Meta lead, the notification is sent correctly to the first WhatsApp number, but the second number does not receive anything, even though everything looks OK in Zapier History.
The connection test works fine, and even the OTP validation and connection are successful, but still the message does not arrive.

Has anyone found a fix or knows what might be causing this?

Thanks!

Same exact issue.

As of November 6 (last successfully received Whatsapp Notification), the app doesn’t seem to be working correctly. It's worked perfectly before, but now it's showing that the automation step has been completed "successfully" but the Whatsapp Notification is never actually received.

I can confirm:
- I am/have already been Premium user so the Whatsapp Notification app is already included in my plan
- No changes to the message/character limit in the last month (when it was working without issues)
- All fields correctly mapped (checked)
- All Whatsapp numbers are correct (checked)
- Have successfully replicated the issue by testing/sending to different Whatsapp users, and every time the automation appears "successful" in the Whatsapp notification step....but on the backend the actual message is never actually received

By all accounts this SHOULD be working correctly. Did Zapier make any changes or were there  issues on Nov 6?

I am having this same issue

I have noticed that if you type “yes” into the zapier converstaion on whatsapp it works but the next day it won’t. It is as if you have to opt in everyday, such a headache. Has anyone figured out a solution? 

Hi all 👋

I’m so sorry that you’re all having some trouble receiving notifications in WhatsApp ​@talatbilgicer, ​@avesalas, ​@hawaii_rg and ​@Kube. 

It could be that the templates that have been selected for the notifications have been paused/disabled. Check out WhatsApp’s guide on Templates for more details on that and where to find the status of a template.

We had a similar topic in the community of WhatsApp messages not being received recently, and there I mentioned about the templates and suggested some other steps as well:

So if it’s not an issue with the templates, can you give the other steps I suggested a try? I’ll share those steps here as well in case it’s helpful:

Let me know how you all get on, want to make sure this gets sorted! 

Still having issues...has anyone else found something that works?

Nope still not working. When my client types interested, and presses interested it works for 24 hours. Then will not get the notfications after

Same here….asking my client to type “interested” every 24 hrs is ridiculous and not sustainable. And the link that the Zapier support team keeps referencing doesn’t show the live status of the templates in question. 

​@SamB - Can you please show us exactly where on this page (https://developers.facebook.com/docs/whatsapp/message-templates/guidelines/) you see where the Zapier template is paused/disabled?

Also, I was under the assumption that the "lead reminder" template was something created by Zapier not Whatsapp - so in theory, shouldn't Zapier be able to check the status of pause/live of that template because it wasn't something created by me. It was a template pre-defined by Zapier…

Further to the point about Meta being more strict with anti-spam etc, if the Whatsapp Notifications are always going to an admin or someone who has pre-authoritized (which we had to enter a pin), shouldn't that bi-pass their protocol? I mean, it's not like we're spamming new numbers every time or random numbers. These are people who have pre-authenticated.

Please advise.

Sorry to hear that ​@hawaii_rg and ​@Kube. 

​@hawaii_rg, if you scroll down to the Statuses section on that guide, under the list of status it then gives instructions on where to see the templates for your account and view their current status:

Also, I was under the assumption that the "lead reminder" template was something created by Zapier not Whatsapp - so in theory, shouldn't Zapier be able to check the status of pause/live of that template because it wasn't something created by me. It was a template pre-defined by Zapier…

 

Further to the point about Meta being more strict with anti-spam etc, if the Whatsapp Notifications are always going to an admin or someone who has pre-authoritized (which we had to enter a pin), shouldn't that bi-pass their protocol? I mean, it's not like we're spamming new numbers every time or random numbers. These are people who have pre-authenticated.

Please advise.

As I understand it, when users connect WhatsApp Notifications to Zapier, the predefined templates we set up are individually added to each user's Meta Business Manager account. So you’d have your own copy of the template, and Meta would approve or pause your copy of it, not the original template. The authorization step when connecting your WhatsApp account allows Zapier to send messages using your credentials but it doesn’t pre-approve all messages sent through a Zap. Meta’s anti-spam protocols are applied universally, so pre-authorized recipients wouldn’t bypass them.

Hope that helps. Can you take a look in WhatsApp Manager and confirm whether the template is listed and what its status is?

I do not have access to the Meta templates, as I’m not operating off a Business Whatsapp. These are sent to personal Whatsapp phone number and therefore do NOT have access to WhatsApp Manager.

Just in case this is helpful to someone else who is having similar issues and tired of the runaround driving us to the same Whatsapp Guide on Templates or “checking statuses”….I heard back from Zapier customer service/engineering team and this is a BUG, not an issue with the template statuses.

See response below, I hope this helps and also FYI for ​@SamB 

You're absolutely right about the behavior not being expected - this is indeed a confirmed bug, which is why we have a bug ticket open tracking this specific issue. The fact that your messages show as "successfully sent" but never actually arrive is not how it should work.
 
Regarding your questions about template status checking:
 
Since you're using a personal WhatsApp account and the "lead_reminder" template is indeed one of Zapier's predefined templates managed on our end, you wouldn't have direct access to check the template status yourself. 
 
You make an excellent point about pre-authorized numbers. In theory, you're absolutely right that sending to numbers that have already gone through the PIN verification process should bypass Meta's stricter spam protocols. The fact that it's not working as expected is exactly why this qualifies as a bug rather than just a policy enforcement issue.
 
Here's what's happening on our end:
 

• Our engineering team is actively investigating this with Meta's API team
• The issue appears to be related to Meta's recent changes in how they handle message delivery, even for pre-authorized templates
• We're working to get clarity on whether this is a temporary enforcement issue or requires changes to our integration

 
Next steps:

• You'll continue to receive email updates as we make progress on the bug
• If you need an immediate alternative, consider using our Email by Zapier action as a temporary notification method