ACS WhatsApp Messages are Not Being Delivered

Question

ACS WhatsApp Messages are Not Being Delivered

Mohammad Imran 20

Implementing ACS for sending WhatsApp messages, and encountering an issue where messages are not getting delivered. Messages are sent using an approved template, receiving a response of 202 (queued), but they are only showing as sent in WhatsApp Business Manager without confirmation of delivery. The display name status is approved, and all configurations appear correct.

Any assistance in troubleshooting this delivery issue would be appreciated.

Laxman Reddy Revuri 5,400 Reputation points Microsoft External Staff Moderator

2025-05-23T16:21:44.6366667+00:00

Hi Mohammad Imran,
It sounds like your setup is correct, but the messages are not reaching recipients even though ACS shows them as queued and WhatsApp Business Manager marks them as sent. This usually means the message left your system but could not be delivered to the user's device. The most common reasons are issues on the recipient's side, a mismatch in template configuration, or regional restrictions in your ACS setup.
Overview of Advanced Messaging for WhatsApp - An Azure Communication Services article | Microsoft Learn
The 202 (queued) response from ACS only means the message is queued, not delivered. Use WhatsApp Business Manager to monitor message status for delivery and read receipts.

Please double-check the recipient's phone number and WhatsApp status, ensure your templates and parameters are exactly as approved, and confirm your ACS resource is in a supported region. If everything checks out and the issue persists, it is likely a recipient-side or WhatsApp-side issue, not with your ACS configuration.
Data residency and user privacy for Azure Communication Services - An Azure Communication Services article | Microsoft Learn
Mohammad Imran 20 Reputation points

2025-05-23T16:37:56.1433333+00:00

Hi Laxman,

I'm using my own WhatsApp number(India based number) to test the setup and I have taken the sender number from ACS while registering channel. Don't see any issue with WhatsApp for both these numbers. The ACS is configured in India region which is a supported region.
Laxman Reddy Revuri 5,400 Reputation points Microsoft External Staff Moderator

2025-05-23T16:44:06.2333333+00:00

Hi Mohammad Imran,
Test sending the same message to a different WhatsApp number to isolate if the issue is specific to your recipient device.
Mohammad Imran 20 Reputation points

2025-05-23T16:45:46.2566667+00:00

Tried that as well. Checking with another template now.
Mohammad Imran 20 Reputation points

2025-05-23T17:12:59.9133333+00:00

No luck. Still same error. Is there any documentation or any way to check specifically where those messages are getting stuck using message id?
Laxman Reddy Revuri 5,400 Reputation points Microsoft External Staff Moderator

2025-05-23T17:35:33.41+00:00

Hi Mohammad Imran,
You can track message delivery status and troubleshoot where messages are getting stuck by using Azure Communication Services (ACS) integration with Azure Event Grid. This allows you to receive detailed status events including sent, delivered, and read for each WhatsApp message, using the message ID you receive in the API response.
By enabling and monitoring Event Grid events for your ACS WhatsApp messages, you can track each message by its ID and see exactly where it is in the delivery pipeline. This is the recommended and supported way to diagnose delivery issues in production and test environments
https://learn.microsoft.com/en-us/azure/communication-services/quickstarts/advanced-messaging/whatsapp/handle-advanced-messaging-events
Mohammad Imran 20 Reputation points

2025-05-23T17:40:46.8666667+00:00

I think I found the issue. I have been testing using template which also need a document to be sent in the message. I just tested with only text message and it worked. Now I need to find what is the issue with document URI. Btw, I'm sending a link of pdf document from storage account with SAS token in the URI. Will need to understand if there is any limitation regarding this either from ACS or Meta.
Mohammad Imran 20 Reputation points

2025-05-25T14:38:00.0333333+00:00

Hi @Laxman Reddy Revuri ,

I was able to complete my implementation and main issue was document URL with SAS token. Not sure why this was causing issue but I had to make my document publicly accessible with straight forward URL ending with document extension.

Another challenge I see is using Named variables with template based messages. All the MSFT documentation is referring to Number variables for which sequence need to be maintained. Is the Named variables not supported by ACS yet or do you have any reference how to send values mapping with Named params?

Thank you.

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Laxman Reddy Revuri 5,400 Reputation points Microsoft External Staff Moderator

2025-05-23T16:21:44.6366667+00:00

Hi Mohammad Imran,
It sounds like your setup is correct, but the messages are not reaching recipients even though ACS shows them as queued and WhatsApp Business Manager marks them as sent. This usually means the message left your system but could not be delivered to the user's device. The most common reasons are issues on the recipient's side, a mismatch in template configuration, or regional restrictions in your ACS setup.
Overview of Advanced Messaging for WhatsApp - An Azure Communication Services article | Microsoft Learn
The 202 (queued) response from ACS only means the message is queued, not delivered. Use WhatsApp Business Manager to monitor message status for delivery and read receipts.

Please double-check the recipient's phone number and WhatsApp status, ensure your templates and parameters are exactly as approved, and confirm your ACS resource is in a supported region. If everything checks out and the issue persists, it is likely a recipient-side or WhatsApp-side issue, not with your ACS configuration.
Data residency and user privacy for Azure Communication Services - An Azure Communication Services article | Microsoft Learn
Mohammad Imran 20 Reputation points

2025-05-23T16:37:56.1433333+00:00

Hi Laxman,

I'm using my own WhatsApp number(India based number) to test the setup and I have taken the sender number from ACS while registering channel. Don't see any issue with WhatsApp for both these numbers. The ACS is configured in India region which is a supported region.
Laxman Reddy Revuri 5,400 Reputation points Microsoft External Staff Moderator

2025-05-23T16:44:06.2333333+00:00

Hi Mohammad Imran,
Test sending the same message to a different WhatsApp number to isolate if the issue is specific to your recipient device.
Mohammad Imran 20 Reputation points

2025-05-23T16:45:46.2566667+00:00

Tried that as well. Checking with another template now.
Mohammad Imran 20 Reputation points

2025-05-23T17:12:59.9133333+00:00

No luck. Still same error. Is there any documentation or any way to check specifically where those messages are getting stuck using message id?
Laxman Reddy Revuri 5,400 Reputation points Microsoft External Staff Moderator

2025-05-23T17:35:33.41+00:00

Hi Mohammad Imran,
You can track message delivery status and troubleshoot where messages are getting stuck by using Azure Communication Services (ACS) integration with Azure Event Grid. This allows you to receive detailed status events including sent, delivered, and read for each WhatsApp message, using the message ID you receive in the API response.
By enabling and monitoring Event Grid events for your ACS WhatsApp messages, you can track each message by its ID and see exactly where it is in the delivery pipeline. This is the recommended and supported way to diagnose delivery issues in production and test environments
https://learn.microsoft.com/en-us/azure/communication-services/quickstarts/advanced-messaging/whatsapp/handle-advanced-messaging-events
Mohammad Imran 20 Reputation points

2025-05-23T17:40:46.8666667+00:00

I think I found the issue. I have been testing using template which also need a document to be sent in the message. I just tested with only text message and it worked. Now I need to find what is the issue with document URI. Btw, I'm sending a link of pdf document from storage account with SAS token in the URI. Will need to understand if there is any limitation regarding this either from ACS or Meta.
Mohammad Imran 20 Reputation points

2025-05-25T14:38:00.0333333+00:00

Hi @Laxman Reddy Revuri ,

I was able to complete my implementation and main issue was document URL with SAS token. Not sure why this was causing issue but I had to make my document publicly accessible with straight forward URL ending with document extension.

Another challenge I see is using Named variables with template based messages. All the MSFT documentation is referring to Number variables for which sequence need to be maintained. Is the Named variables not supported by ACS yet or do you have any reference how to send values mapping with Named params?

Thank you.

Answer 1

Hi Mohammad Imran,
I'm glad that you were able to resolve your issue and thank you for posting your solution so that others experiencing the same thing can easily reference this!

Since the Microsoft Q&A community has a policy that "The question author cannot accept their own answer. They can only accept answers by others ", I'll repost your solution in case you'd like to "Accept " the answer.

Issue:

ACS WhatsApp Messages are Not Being Delivered

Solution:
I think I found the issue. I have been testing using template which also need a document to be sent in the message. I just tested with only text message, and it worked. Now I need to find what is the issue with document URI. Btw, I'm sending a link of pdf document from storage account with SAS token in the URI. Will need to understand if there is any limitation regarding this either from ACS or Meta.

Regarding your question about using named variables with template-based messages in ACS, currently, named variables usage might not be fully supported or documented for ACS. The Microsoft docs do predominantly refer to number variables, which must be maintained in sequence.
You must send values using positional parameters (e.g., {{1}}, {{2}}) in the exact order defined in the template, because named parameters are not supported by ACS yet.

Please click Accept Answer and kindly upvote it so that other people who faces similar issue may get benefitted from it.

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ACS WhatsApp Messages are Not Being Delivered

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