🔍 Where can I view sending errors?
When a message cannot be delivered correctly by the system, the platform will alert you in two different ways depending on the origin of the sending:
In the Campaigns Module (Mass sends): You can view the volume of failures directly in your dashboard. To see the details, click on the red number located in the "Failed" column; this will download a specific report with the errors from that campaign.
In the Conversations Module (1-to-1 Chats): If the failure occurs during live support, a red triangle will appear next to the message bubble. Simply hover your cursor (mouse) over the triangle to view a small box (tooltip) that will indicate the exact cause of the error (e.g. The request contains invalid parameters).
📊 How can I estimate the impact of the error on my campaigns?
The red triangle indicates that there was a technical failure or an issue in the bot flow execution. Although there is currently no direct metric in the reporting that quantifies this impact in isolation, you can make an accurate estimate by following these steps:
Download the campaign audit: Go to the Reports module, navigate to the Outbound (campaigns) section, select the campaign you want to analyze, and use the Export audit option to obtain the file with the interaction records.
Filter unanswered conversations: In your downloaded file (Excel/CSV), filter those conversations that did not register a user response after receiving the template.
Review flow execution: Analyze whether those conversations stopped due to an internal error in your bot (e.g. a misconfigured button, a missing evaluator, or a poorly connected element) or verify if the flow took an unintended path, such as continuing to request data from customers who had already rejected the offer.
Document the difference: The gap between "templates delivered" and "users who continued the conversation" will give you a clear estimate of the real impact of the error on your conversion rate.
Tip: A useful indicator is to look for inactivity exceeding 10 minutes after the first message.
⚠️ Beware of Meta's Anti-Spam Policies
It is vital to pay attention to frequent errors. Some failures not only interrupt the conversation abruptly, but can lead to invasive experiences. If the user has already expressed disinterest, but an error in the flow causes the bot to continue sending messages or insisting, the customer experience is damaged.
🚨 Risk of Blocking: This type of situation (unwanted insistence) can be severely penalized by Meta, as it directly violates their recently strengthened anti-spam policies.
✅ Key Recommendations for Your Flows (Bots)
To ensure flawless operation and protect your WhatsApp line, apply these best practices when building your conversational flows:
Review exit routes: Carefully configure the flow routes to prevent the bot from insisting or misinterpreting negative responses. If the customer says "No," the bot should say goodbye politely.
Configure Fallback messages: Incorporate clear conditions and fallback messages (backup responses) to stop the conversation when the user simply doesn't interact or rejects the offer.
Conduct rigorous testing: Simulate different real scenarios before publishing your bot to production: test what happens with a direct rejection, with prolonged silence, partial button clicks, and data validation errors.
Protect the quality of your sends! 🚀
Monitoring the red triangle and regularly auditing your campaigns will allow you to correct defective flows in time, protecting your customers' experience and keeping your account safe from penalties. ✅