Sent messages report: why a message failed
List every message you sent or received, see who sent it and what happened to it, find out why a message failed and how to fix it, and export the list as a CSV file.
The Sent messages report lists the messages your organisation sent, newest first. Each row shows where the message came from and what happened to it. For a failed message, the row also says why it failed and what you can do about it.
Note: Only Owners, Admins and Supervisors can see this report.
Go to Analytics › Sent messages.
What each row shows
| Column | What it shows |
|---|---|
| Time | When the message was sent or received, in your organisation's time zone. |
| From | The WhatsApp number that sent it. For a message a customer sent you, this is the customer. |
| To | The customer's name and number. For a message a customer sent you, this is your number. |
| Message | The type of message, such as Text, Image or Template. For a template, the template's name and language. |
| Source | What sent it: an API key, a Campaign, a Flow, an AI agent or a Team member. Click a campaign's or flow's name to open it. Messages customers sent you show Customer. |
| Status | What happened to the message. For a failed message, the reason and what to do follow underneath. |
The status is one of these:
| Status | Meaning |
|---|---|
| Accepted | IconEngage has accepted the message and will send it. |
| Sending | IconEngage is handing it to WhatsApp. |
| Sent | WhatsApp has the message. |
| Delivered | It has reached the customer's phone. |
| Read | The customer has opened it. |
| Failed | It wasn't delivered. The reason follows. |
| Received | A message a customer sent you. Received messages have no delivery status. |
See one message in full
Click a row, or move to it with the Tab key and press Enter. A panel opens with:
- What happened: when the message was accepted, sent, delivered and read, or when it failed. A step that hasn't happened yet shows Not yet.
- Details: who it was from and to, the type, the template, the start of the message's text, and what sent it. For a flow or an AI agent, Open the run shows the run that sent it.
- Why it failed (failed messages only): the reason, what to do, WhatsApp's error code, and whether sending it again would work. Fix in Meta opens Meta's page for the problem, when Meta gave one.
- Open conversation: opens the chat in the Inbox.
You only see the message's text if you're allowed to read messages. Messages in chats a flow is handling are only shown to people who can see those chats.
Find the messages you want
The report opens on the Last 7 days of messages you sent. To narrow it:
- Period: choose Last 24 hours, Last 7 days, Last 30 days or Last 90 days. Or choose Choose dates, pick a From and a To day, and click Apply. A range can cover up to 92 days. Days are your organisation's days.
- Direction: Outbound (messages you sent, the default), Inbound (messages customers sent you) or All.
- Number: one of your WhatsApp numbers, if you have more than one.
- Source: only messages from API keys, campaigns, flows, AI agents or team members.
- Contact: type at least 4 digits of the customer's number, or at least 2 letters of their name, then press Enter or click Apply.
- Template: type a template's name, then press Enter or click Apply. All the template's languages are included.
- Status: tick one or more statuses. Outbound only.
- Why it failed: one reason, such as Marketing limit for this person (131049). Outbound only.
To start again, click Clear filters. The period and the direction stay as they are.
The page's address keeps your filters, so you can bookmark it or send the link to a colleague. They see the same filters, but only the messages they're allowed to see.
From a message's panel you can also narrow the report:
- Show every message that failed this way lists all the messages that failed with the same error.
- Show every message from this campaign (or flow, API key or team member) lists all the messages from that source. A note above the table says so. Click Show every source to remove it.
The counts
Above the table, the counts cover every message that matches your filters, not just the rows on screen:
- With Outbound, you see the total and how many are Read, Delivered, Sent, Accepted or sending and Failed.
- With Inbound, you see how many were Received.
- With All, you see the total only. Choose Outbound to see the counts by status.
The counts stop at the newest 100,000 messages. If more match, the total shows 100,000+.
The table shows 50 messages at a time. Click Load more at the bottom to see the next 50.
Why messages fail
The reason under a failed message is the same one the Inbox shows. These are the most common:
| Code | What it means | What to do |
|---|---|---|
| 131049 | Meta limited marketing messages to this person. Meta caps how many marketing messages each person receives from all businesses, to keep engagement healthy. | Use a Utility template, or wait for the customer to reply: a reply opens the 24-hour window. Sending the same marketing message again straight away won't help. |
| 131050 | The customer has stopped marketing messages from your business. | Send them only utility or service messages, unless they choose to receive marketing again. |
| 131047 | More than 24 hours have passed since the customer last wrote, so only a template can reach them. | Send an approved template instead. |
| 131026 | The number isn't on WhatsApp, or its owner hasn't accepted WhatsApp's latest terms. | Check the number with the customer. Sending it again won't help. |
| 131042 | There's a payment problem on your WhatsApp Business Account. | In Meta, set the account's currency and a valid payment method, then send again. |
| 131056 | Too many messages went to this customer in a short time. | Wait a little before sending to them again. |
| 132001 | The template doesn't exist in this language at Meta. | Sync your templates, and send a language the template is approved in. |
To list every message that failed for one reason, choose it in Why it failed. For example, choose Marketing limit for this person (131049) to see everyone who didn't receive a marketing message because of Meta's limit.
For the full list of codes and what to do, see Messages not delivered.
Export the list
Click Export CSV to download the messages that match your filters as a CSV file, for a spreadsheet.
- The file never includes what the messages said.
- A file holds up to 50,000 messages, newest first. If more match, the page tells you. Choose a shorter period to export the rest.
- Every export is recorded in the Audit log, with how many messages it had and which filters were used.
Related
Still need help?
Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.