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Revise HSM Template Message Error documentation #563

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Revise HSM Template Message Error documentation #563

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25 changes: 24 additions & 1 deletion docs/4. Product Features/10. Others/HSM Template Message Error.md
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Original file line number Diff line number Diff line change
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> ### **5 minute read                                                                                                                         `Beginner`**
<h3>
<table>
<tr>
<td><b>10 minutes read</b></td>
<td style={{ paddingLeft: '40px' }}><b>Level: Beginner </b></td>
<td style={{ paddingLeft: '40px' }}><b>Last Updated: January 2026</b></td>
</tr>
</table>
</h3>

## Troubleshooting HSM Message Errors

Expand All @@ -23,3 +31,18 @@ When this error message appears, check if the WhatsApp app is installed and in u
3)**Message Undeliverable**:

Unable to deliver message to the end-user and there are various reason on this please read [here](https://developers.facebook.com/docs/whatsapp/cloud-api/support/error-codes/)

4)**Message was not delivered to maintain healthy ecosystem engagement:**

This error occurs when a message is not delivered to maintain healthy ecosystem engagement. Meta applies frequency capping, which limits the number of High-Quality Service Messages (HSMs) a user can receive on WhatsApp within a certain period.

**Key points:**

- The message is dynamically blocked by Meta if the user has reached the capped limit.

- Simply resending the same template immediately may trigger the same error. Wait at least 24 hours before retrying.

- For details on WhatsApp’s frequency capping rules, see [Gupshup Blog: All You Need to Know About WhatsApp Frequency Capping](https://www.gupshup.ai/resources/blog/all-you-need-to-know-about-whatsapp-business-api-frequency-capping/) and check the
[Per-User Marketing Template Message Limits](https://developers.facebook.com/documentation/business-messaging/whatsapp/support/error-codes)
Comment on lines +45 to +46
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⚠️ Potential issue | 🔴 Critical

🧩 Analysis chain

🏁 Script executed:

#!/bin/bash
# Verify that the external URLs are accessible and return valid responses

echo "Checking Gupshup blog URL..."
curl -I -s -o /dev/null -w "HTTP Status: %{http_code}\n" "https://www.gupshup.ai/resources/blog/all-you-need-to-know-about-whatsapp-business-api-frequency-capping/"

echo -e "\nChecking Facebook developers URL..."
curl -I -s -o /dev/null -w "HTTP Status: %{http_code}\n" "https://developers.facebook.com/documentation/business-messaging/whatsapp/support/error-codes"

Repository: glific/docs

Length of output: 154

🏁 Script executed:

#!/bin/bash
# Fetch the Facebook URL content to verify it covers "Per-User Marketing Template Message Limits"
echo "Fetching Facebook developers page content..."
curl -s "https://developers.facebook.com/documentation/business-messaging/whatsapp/support/error-codes" | head -c 3000

Repository: glific/docs

Length of output: 3100

🏁 Script executed:

#!/bin/bash
# Search for mentions of "marketing template" or "per-user" in the error codes page
echo "Checking for marketing template or per-user limits content..."
curl -s "https://developers.facebook.com/documentation/business-messaging/whatsapp/support/error-codes" | grep -i -E "(marketing|per-user|template.*limit|frequency.*cap)" | head -20

Repository: glific/docs

Length of output: 50368

Correct the Facebook developers link—it points to error codes, not template message limits.

The Facebook developers link is accessible but incorrect. The page titled "Error codes" (documenting WhatsApp Business Platform Cloud API error codes and solutions) does not cover "Per-User Marketing Template Message Limits" as stated in the documentation. Either replace the link with the correct Facebook developers page covering template message limits, or update the text to reflect what the error-codes page actually contains. The Gupshup blog link is correctly accessible.

🤖 Prompt for AI Agents 
In `@docs/4`. Product Features/10. Others/HSM Template Message Error.md around
lines 45 - 46, The documentation currently links the anchor text "Per-User
Marketing Template Message Limits" to the Facebook "error-codes" page, which is
incorrect; update the link in the sentence that contains the Gupshup blog and
the "[Per-User Marketing Template Message Limits]" anchor so it either (a)
replaces the URL
(https://developers.facebook.com/documentation/business-messaging/whatsapp/support/error-codes)
with the correct Facebook Developers page that documents per-user
marketing/template message limits for WhatsApp, or (b) change the anchor text to
accurately describe the linked page (e.g., "WhatsApp error codes") if you intend
to keep the error-codes URL; ensure the anchor text and target URL match.


<img width="921" height="717" alt="image" src="https://github.com/user-attachments/assets/e897a19f-1c41-4913-9052-f5025cfc5e7e" />