In the workflow history the task has been executed but WhatsApp messages not received by the customer

[Gaurav]

Your Task History ID

IjU3NjUwNTZlMDYzZTA0MzA1MjY1NTUzNDUxMzc1MTYzNTQzNjBmMzYi_pc

I have created a workflow where once the complaint is registered in the google sheet via google form, the customer receives the whatsapp message regarding complaint registration and related service engineer of our company for attending the new complaint. The workflow was working smoothly since few years until 2nd March 2025, messages are not received by the customer as well as our service engineer. But if we check the task history, every action has been executed properly. Even the whatsapp api data out is accepted but message has been not received either by customer or service engineer.

What could be the possible problem?

 

[ArshilAhmad]

Hi @Gaurav,

The 'accepted' status indicates that the WhatsApp Cloud API is being executed correctly on our end. If the messages are still not being sent, we recommend reaching out to Meta's support to understand why you're encountering this issue.

In the past, one of our users who faced a similar problem contacted Meta, and they informed him that message sending may be automatically blocked if a number receives multiple messages using the same template.

However, since you've mentioned that the workflow has been running smoothly for the past few years, we cannot confirm whether this is the reason messages have stopped being sent in your case.

We strongly suggest getting in touch with Meta's support to determine the exact cause of the issue.

 

[Gaurav]

Ok Thank you. Shall contact them.