Week of September 27th

New updates: Important Notice about WhatsApp Business Connector 

Exact delivery dates may vary, and brands may therefore not have immediate access to all features on the date of publication. Please contact your LivePerson account team for the exact dates on which you will have access to the features.

The timing and scope of these features or functionalities remain at the sole discretion of LivePerson and are subject to change.

WhatsApp Business Connector


WhatsApp Experiments

Meta has rolled out the "WhatsApp Experiments" on the WhatsApp Business Platform. Aimed at evaluating the influence of marketing messages on user experience and engagement, this initiative could impact your marketing strategies when utilising LP Proactive Messaging or the C2M Service.

Potential Impact:

Approximately 1% of WhatsApp users will be randomly chosen globally for these experiments. Regrettably, these selected users won't receive certain marketing messages. As a result, your marketing message reach could vary based on this random selection.

Opting Out:

An essential point to note: there's no provision to opt out of these experiments. This applies universally to all WhatsApp Business API providers and users.

LivePerson's Adaptations:

In anticipation of potential disruptions, we've integrated the new Meta error codes into our Proactive and C2M Service. This will provide clear feedback on any message delivery failures. Notably, you'll encounter the error codes 130472 or 472, indicating messages undelivered due to the experiment.

Mitigating Delivery Issues:

Should you face delivery challenges on WhatsApp, SMS stands as a viable alternate channel. Over Proactive and C2M service we provide capability of prioritising channels for your campaigns. Do bear in mind, however, that the rich message formats often used in marketing templates aren't supported for such channel switches, and for seamless transitions, ensure both your SMS and WA channels are active.

Resending Templates:

The period for which a recipient might remain under experimentation is uncertain. Therefore, resending a template with guaranteed success to the same recipient at a later time remains unpredictable.

For more info please refer to Meta's official documentation.