Genesys Cloud - Main

Hey,

we would like to contact our customers via WhatsApp, but after 24 hours we need to send a Meta verified message template.
So I created a "Message Template" at Admin / Contact Center / Canned Responses /Manage Libraries.

The template name "continue_en" is equal to the one created at the Facebook WhatsApp Manager (WBM) and the same language.
"en" in Genesys and "English" in WBM.

The body text is quite simple and requests to press the button below to confirm and continue.
I've copied this text to the Genesys template message body.

The template has a button of type "quick reply" with a simple label "Confirm".
I configured the same in Genesys.

The template has been verified by Meta after 15 minutes. So this is OK.

BUT ...

When I want to send a WhatsApp message after 24h without a contact to a cell phone number (e.g. my private cell phone), the message get's a yellow exclamation mark with a mouse-over "error on delivery".

It's not a technical issue.
I can send a WhatsApp message from the same cell phone to Genesys and the I can also respond successfully as an agent.

But even with this kind of "activation" I am not able so send the message template.
I can just insert the "Standard" response messages to the text field and send it out.

Does anybody have an idea what the reason could be?
Is there any kind of log to check at Genesys (via API) or at Facebook to get a better understanding of the problem?

Thanks, Robert

Hi @Andy Jackson,

we are a European company and using Swiss phone numbers right now. So we have no US relationship.

At https://business.facebook.com/latest/whatsapp_manager/message_templates/ I have created a custom "Marketing" template called "continue_en" with...

Header: Picture (uploaded a PNG company logo file)
language: "EN"
Text:

Hello {{CUSTOMER_NAME}},
we would like to contact you via WhatsApp.
Due to WhatsApp's requirements, we require your consent within 24 hours at the latest. Please write a short text or click the button below.

Buttons:

• Type: custom
• Text: "Confirm"

The state is "active - quality ..." (not enough data for quality measurement).

---

In Genesys I have canned respone called "Continue (EN)", with...

Response Type: Message Template

Template Info:

• Template Name: "continue_en"   (equal to Facebook/WhatsApp template name)
• Language: "en"   ((equal to Facebook config "EN")
• Header: I've uploaded the same PNG file that I used in Facebook/WhatsApp. Now I have a link Image Source: https://api-cdn.mypurecloud.de/response-assets/v2/.... 
• Body: I've copied the the text from Facebook/WhatsApp
• Footer: <nothing>

Button:

• Type: Quick Reply
• Label: "Confirm"

So it seems pretty the same.
Even with another template without a picture at the header I have the same problem.

I've setup the WhatsApp Integration with Sinch for another customer before, which is more easy, because evey Facebook/WhatsApp setting is done via Sinch UI and you don't have to create a template in Facebook manually. So Sinch is doing everything via Facebook API. I will check the idea portal if there is something similar already.

But back to my problem. Do you see any configuration issue? Or do I need to open a case at Genesys support?

BR, Robert

What kind of Meta template is it? Meta have recently started restricting marketing templates to US numbers and for non US numbers there is a limit to how many marketing templates you can send to an individual, so you may have to change it to a utility template

Hey,

we would like to contact our customers via WhatsApp, but after 24 hours we need to send a Meta verified message template.
So I created a "Message Template" at Admin / Contact Center / Canned Responses /Manage Libraries.

The template name "continue_en" is equal to the one created at the Facebook WhatsApp Manager (WBM) and the same language.
"en" in Genesys and "English" in WBM.

The body text is quite simple and requests to press the button below to confirm and continue.
I've copied this text to the Genesys template message body.

The template has a button of type "quick reply" with a simple label "Confirm".
I configured the same in Genesys.

The template has been verified by Meta after 15 minutes. So this is OK.

BUT ...

When I want to send a WhatsApp message after 24h without a contact to a cell phone number (e.g. my private cell phone), the message get's a yellow exclamation mark with a mouse-over "error on delivery".

It's not a technical issue.
I can send a WhatsApp message from the same cell phone to Genesys and the I can also respond successfully as an agent.

But even with this kind of "activation" I am not able so send the message template.
I can just insert the "Standard" response messages to the text field and send it out.

Does anybody have an idea what the reason could be?
Is there any kind of log to check at Genesys (via API) or at Facebook to get a better understanding of the problem?

Thanks, Robert

Hi @Andy Jackson,

the utility template is working fine.
In German the "Utility Templates" are translated to "Administrative Templates". So I didn't expected that these are the correct ones. 

Finally I got it working ... GREAT :-D

Thanks for your idea !!!

BR, Robert

Hi @Andy Jackson,

this is just a simple "Marketing" template using a Swiss phone number for an European company. So wen don't have an US relation.

But I will try to use an utility template.

BR, Robert

What kind of Meta template is it? Meta have recently started restricting marketing templates to US numbers and for non US numbers there is a limit to how many marketing templates you can send to an individual, so you may have to change it to a utility template

Hey,

we would like to contact our customers via WhatsApp, but after 24 hours we need to send a Meta verified message template.
So I created a "Message Template" at Admin / Contact Center / Canned Responses /Manage Libraries.

The template name "continue_en" is equal to the one created at the Facebook WhatsApp Manager (WBM) and the same language.
"en" in Genesys and "English" in WBM.

The body text is quite simple and requests to press the button below to confirm and continue.
I've copied this text to the Genesys template message body.

The template has a button of type "quick reply" with a simple label "Confirm".
I configured the same in Genesys.

The template has been verified by Meta after 15 minutes. So this is OK.

BUT ...

When I want to send a WhatsApp message after 24h without a contact to a cell phone number (e.g. my private cell phone), the message get's a yellow exclamation mark with a mouse-over "error on delivery".

It's not a technical issue.
I can send a WhatsApp message from the same cell phone to Genesys and the I can also respond successfully as an agent.

But even with this kind of "activation" I am not able so send the message template.
I can just insert the "Standard" response messages to the text field and send it out.

Does anybody have an idea what the reason could be?
Is there any kind of log to check at Genesys (via API) or at Facebook to get a better understanding of the problem?

Thanks, Robert