Meta periodically conducts experiments to assess the impact of messages on the experience and engagement of WhatsApp users.
As part of these experiments, approximately 1% of WhatsApp users may be included in a test group that prevents receiving Marketing Templates sent by businesses.
In these cases, the message will not be delivered and the system will return the following error:
Failed to send message because this user's phone number is part of an experiment
Additionally, Meta will return the error code 130472.
Marketing messages may be sent normally if one of the conditions below is met:
There is a customer service window (24 hours) open between the business and the customer;
There is a marketing conversation already open between the business and the customer;
There is a free entry point conversation (Free Entry Point) open between the business and the customer.
When the recipient's number is part of this experiment:
The message is not delivered;
No conversation is created;
There is no charge for sending the message;
New sending attempts will result in the same error.
This restriction is applied directly by Meta and there is no configuration or setting within SAC 360º that can bypass this block.
If it is necessary to send the message, the recommendation is:
Contact the customer through another communication channel (phone, email, SMS, among others);
Ask the customer to send a message via WhatsApp;
After the 24-hour service window opens, send the message again.
Important: Resending the same Template without meeting one of the conditions above will continue to result in the same error.
Starting on June 14, 2023, about 1% of WhatsApp users will not receive marketing template messages from any business unless one of the following conditions is met:
there is a customer service window between the customer and the business
there is a marketing conversation open between the customer and the business
there is an open conversation and free entry between the customer and the business
If you send a marketing template message to a customer who is part of the experimental group, your message will not be sent and you will not be charged for it, because no conversation was created. Instead, you will receive a status message of undelivered webhook containing error code 130472, notifying you of the failure.
Attempting to resend the message will result in the same error. If you need to deliver the marketing template message to the customer, we recommend contacting the customer by some other means other than WhatsApp and asking them to send you a message so you can resend the message within the customer service window.
For more information, see Meta's official documentation:
WhatsApp Cloud API experiments: https://developers.facebook.com/docs/whatsapp/cloud-api/guides/experiments
WhatsApp error codes: https://developers.facebook.com/docs/whatsapp/support/error-codes
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