Every status a message can have, how it looks in the chat, what changes it, and what the common failure reasons mean.
Agents and team leadsUpdated
Each message you send shows its status as a small icon next to the time in
Inbox > Chats (opens Soosh in a new tab). WhatsApp reports progress as it happens, and the icon
updates without a refresh.
Soosh has saved the message and not yet handed it to WhatsApp.
WhatsApp accepts it (Sent) or refuses it (Failed). A campaign retry also puts failed messages back to Pending. A message still Pending after 15 minutes becomes Failed: see Messages Soosh gave up on.
Sent
One grey tick
WhatsApp accepted the message. It hasn’t reached the customer’s phone yet.
WhatsApp reports delivery (Delivered), a read (Read) or an error (Failed).
Delivered
Two grey ticks
The message reached the customer’s phone.
WhatsApp reports a read (Read) or an error (Failed).
Read
Two blue ticks
The customer opened the message.
Nothing. Read is the last step.
Failed
Red alert icon, Not delivered under the last message of a run, and the reason under the message
The message did not reach the customer.
Nothing. A failed message stays failed.
Received
No icon
A message from the customer. Only messages you send have a status icon.
Not applicable.
The app shows the grey clock for Pending and for any status it doesn’t
recognise.
A message only moves forward: Pending, Sent, Delivered, Read.
It can skip a step. For example, Sent can go straight to Read if
WhatsApp reports the read first.
A late report for an earlier step is ignored. A Delivered report that
arrives after Read changes nothing.
Failed can replace any other status, once. After that the message stays
Failed.
Campaign recipients use the same statuses, with the same order. See
Campaign statuses.
The reason appears under a failed message, and in the Status column of a
campaign’s recipient list. If WhatsApp gives a code Soosh has no wording for,
the app shows WhatsApp’s own description. If it has no description either, the
message shows Failed to send.
It’s been more than 24 hours since this customer last messaged you. Send an approved template to restart the conversation.
The 24-hour window is closed, so only a template can go out. See The 24-hour window.
WhatsApp couldn’t deliver to this number. The person may not use WhatsApp, or may need to update the app or accept its latest terms.
The number can’t receive this message right now.
This customer has stopped marketing messages from your business.
The customer turned off your marketing messages in WhatsApp. Soosh marks the contact as opted out of marketing. A customer who replies STOP is marked before any send fails. See Marketing opt-out.
WhatsApp held back this marketing message so the customer doesn’t get too many. Try again after 24 hours.
WhatsApp limits how many marketing messages one person gets.
Too many messages were sent to this contact in a short time. Wait a little before sending another.
WhatsApp’s limit on messages to one contact was reached.
This number is sending messages faster than WhatsApp allows. Wait a moment and try again.
The number hit WhatsApp’s sending speed limit.
WhatsApp is limiting messages from this number because of its quality rating. Check it in WhatsApp Manager.
A message that is still Pending 15 minutes after you sent it is failed by
Soosh. These come from Soosh, not WhatsApp. They also appear on messages sent
with an API key and on campaign messages.
What the app says
What it means
Not sent in time
Soosh never handed the message to WhatsApp, so it wasn’t sent.
WhatsApp didn’t confirm this message in time
Soosh handed the message to WhatsApp but never heard what became of it. The customer may have got it, so a campaign’s Retry failed leaves it out.