Active Message Sending Failures: Where to Find Them and What They Mean

1. What are sending failures?
2. Where can I find sending failures?
3. What do the errors shown in the report mean?

What are sending failures?

Active message sending failures are errors that prevent a communication initiated by a company (such as campaign blasts or notifications) from reaching the recipient. 

A sending failure occurs when Blip attempts to send this message to the end user, but delivery is denied or blocked due to a technical error, an error in the request setup (API), or blocks related to WhatsApp channel usage policies.

Before you start

• Failure verification must be done directly on the bot connected to the WhatsApp channel.

• If your intelligent contact uses a router and sub-bots architecture, the verification must be done on the router, as your WhatsApp channel will be connected there.

Where can I find sending failures?

Currently, there are two main ways to identify the cause of failure in sending an active message:

• Through the active messages dashboard in the Analysis module;

• Through the campaign report in Growth;

In both approaches described below, verification must be performed directly on the bot connected to the WhatsApp channel.

Remember: if your intelligent contact uses a router and sub-bots architecture, verification must be done on the router, as your WhatsApp channel will be connected there.

Through the active messages dashboard in the Analysis module:

1. Access the portal;
2. Then access the bot connected to the WhatsApp channel;
3. Select the “Analysis” tab;
4. Within Analysis, click on the "Active Messages" dashboard.
5. Filter by the desired period or date;
6. Or search by the template name whose failures you want to investigate;
7. At the bottom of the report, there is a specific section detailing errors, “Sending Failures”, where you can observe failures by the selected period or template:

In this section, you will find important information about failed sends based on the existing columns. Below we detail each of them:

• Code: Displays the technical failure code. You can look up this code directly in Meta's official documentation (or search engines) to identify the exact cause of the block;

• Error description: Complements the previous column by succinctly explaining what the error code means;

• Occurrences: Indicates the total volume of messages that failed due to the same error, according to the filtered period or template.

Through the campaign report in Growth:

1. In your bot connected to WhatsApp, select the ‘Growth’ tab;

2. Select ‘Active Messages’;

3. Then click on ‘Send Summary’;

(Optional) You can filter by:

• Desired channel (if you do not use only WhatsApp);
• Message type (scheduled or unscheduled);
• Campaign type (individual or mass).

If none of the options are selected, all will be displayed. 

(Optional) You can search by campaign name. If you do not use the search field, all campaigns will be displayed. 

6. Locate the desired campaign/send and select the three dots in the Actions column;

7. Select ‘Download report’:

You will download a .csv file containing the following columns:

• Date
• Campaign ID
• Campaign Name
• Message Template
• Sent by
• Channel
• Contact identity
• Contact phone
• Message status
• Sent
• Received
• Read
• Failure
• Failure code
• Failure description
• Response routing
• Error code
• Error group
• Error message
• Error description

To check if a message failed, analyze the Message Status and Failure columns.

To analyze the reason for the failure, check the Failure Code, Failure Description, Error Code, Error Message, and Error Description columns.

What do the errors shown in the report mean?

During the processing of campaigns and sends, errors can originate from two distinct sources: from the Blip platform itself or directly from the channel provider (Meta).

Below, we detail the possible returns and failure codes that may appear in your reports, categorized by their respective origins:

Errors generated by the Blip platform:

Errors generated by META:

"Success" and "Failure" statuses simultaneously: In rare cases, the status received may be both success and failure. If this happens, you can consider the message delivered successfully. This occurs because the user is connected to WhatsApp on two devices, so one received the message successfully and the other did not. Read more about these particularities in Meta's article.

Status PROCESSED: This return means that the sending was successfully performed on Blip's side and the status of ‘delivered,’ ‘received,’ or ‘read’ was not updated by Meta based on the end user.

Unlisted error: If you receive an error not mentioned in this article, please contact Blip support.

Official Documentation: See the official documentation listed as Error messages and statuses and Cloud API error codes for more detailed information.

Need more help? Explore our content at Blip Academy or Blip Community, watch tutorials on our YouTube channel or ask your questions in our support channel 😃