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  • 1.  Error delivering a WhatsApp template

    Posted 8 days ago
      |   view attached

    Hi everyone! I am experimenting an unusual error in the Native WhatsApp Integration in Genesys (Genesys as BSP). Sometimes when agents send outbound messages in WhatsApp there appears a caution symbol with the message: "Delivery Error". 

    We have the follow answer: 

             "errorPayload": "GeneralError - Failed to send message because this user's phone number is part of an experiment"

    Can anyone help me please? This is quite recurrent with random numbers of the client portfolio and we need to solve it quickly. 

    Thanks!


    #DigitalChannels

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    Abril Churin
    Support Engineer II
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  • 2.  RE: Error delivering a WhatsApp template
    Best Answer

    Posted 7 days ago

    Hi Abril,

    This appears to be on the WhatsApp side and I believe it caused by WhatsApp involving the customer in something experimental.  If you see it consistently for multiple customer, then I would recommend raising a case with Genesys Product Support to investigate further



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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