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Resolving WhatsApp error messages in the Inbox

You can send and receive messages in the Inbox via WhatsApp and communicate with guests who have provided their phone numbers.
If a message is unable to be sent, a red border will appear around the message, along with an error message.

Note:

Guesty provides WhatsApp message logs from the past 14 days only. We can't retrieve or check logs outside that timeframe.

Below are the most common error messages and steps to resolve these issues.

Invalid number

Error message displayed

Explanation/resolution
The guest's number might be invalid. Please correct and try again.

This indicates the guest's phone number is invalid.

 

Follow these steps to resolve this issue:

  1. You can change it to a valid phone number directly within the Inbox.
  2. Learn more about how to add or edit guest details for reservations.

Invalid template or template parameter

Error message displayed

Explanation/resolution
Invalid template or template parameter.

This indicates an issue related to the phone number used during integration.

Numbers starting with +1-555 must have display names approved by Meta in the WhatsApp Manager before use. Refer to Meta's documentation for more information.

Alternatively, add a new WhatsApp number that isn't linked to a WhatsApp account.

Exceeded character limit

Error message displayed

Explanation/resolution
Quota exceeded - rejected

Messages sent via WhatsApp exceed the character limit.

  • English: 306 character limit per message.
  • Non-English, which is considered Unicode: 134 character limit per message.

Message wasn't sent

Error message displayed

Explanation/resolution
Message wasn’t sent, retry or send via SMS or email

This indicates the intended recipient of the WhatsApp message is not a WhatsApp user.

Select a different sending method. 
We could not send your message.

This error occurs for messages related to Airbnb only.

Airbnb doesn’t allow content that mentions WhatsApp for non-confirmed reservations.

Remove reference to WhatsApp from your message before attempting to resend the message. 

Time limit reached

Error message displayed

Explanation/resolution
You can no longer send free text messages. Please send a template message instead.

As per WhatsApp’s business accounts rules, you can respond to a guest within 24 hours of receiving a message.
The timer is reset with each new guest message received.
 

Follow these steps to resolve this issue:

  1. In order to start a conversation, use one of Guesty’s pre-made message templates.
  2. Continue the conversation freely once a guest responds.

Tip:

View other general error messages you may encounter in the Guesty Inbox.

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