# WhatsApp Delivery Issue - Detailed Diagnosis

## Your Current Situation

**Status**: Messages are **"accepted"** → **"sent"** but **NEVER "delivered"**

**Evidence from Logs**:
- ✅ Messages accepted by WhatsApp API
- ✅ Status updates to "sent" received via webhook
- ❌ **NO "delivered" status updates** received
- ❌ All messages stuck at "sent" status

**This means**: Messages are being **blocked by Meta before delivery** to recipient devices.

---

## Why Messages Are "Sent" But Not "Delivered"

### 1. 🔴 **User Consent/Opt-In Issues** (MOST LIKELY - 80% probability)

**WhatsApp's Strict Policy**:
Even if phone numbers are in your allowed recipient list, **Meta checks if users have explicitly opted-in** to receive messages.

**What Meta Checks**:
- ✅ Did user send you a message first? (24-hour window opens)
- ✅ Did user explicitly consent during transaction?
- ✅ Is there documented opt-in record?
- ❌ **Scraped/purchased numbers** → Automatically blocked
- ❌ **No explicit consent** → Messages queued but not delivered

**How Meta Detects Non-Consent**:
- Tracks conversation initiation (who messaged first)
- Monitors complaint/block rates
- Checks message engagement patterns
- Uses machine learning to detect spam patterns

**Solution**:
1. **Ensure explicit opt-in**: Users must check a box, fill a form, or explicitly request notifications
2. **User-initiated conversations**: Users should send you a message first (opens 24-hour window)
3. **Document consent**: Keep records of when/how users opted in
4. **Test with known opted-in users**: Send to users who explicitly requested notifications

---

### 2. 🔴 **Account Quality Rating** (15% probability)

**WhatsApp Policy**: Low quality rating causes messages to be **queued but not delivered**.

**Quality Rating Impact**:
- **High (>4.5 stars)**: Messages deliver normally
- **Medium (3.5-4.5 stars)**: May have delivery delays
- **Low (<3.5 stars)**: Messages blocked or heavily delayed

**What Lowers Rating**:
- High block/complaint rates
- Low message engagement (users not replying)
- Sending to non-opted-in users
- Spam patterns (same message to many users)
- Promotional content without consent

**Check Your Rating**:
1. Go to **Meta Business Manager** → **WhatsApp** → **Phone Numbers**
2. Click your phone number
3. Check **"Quality rating"** section
4. If low, you'll see warnings/restrictions

**Solution**: Improve messaging practices to raise quality rating.

---

### 3. 🔴 **User Blocked Your Number** (5% probability)

**WhatsApp Policy**: If user blocked your number, messages are **sent** but **never delivered**.

**How to Check**:
- Ask recipients if they blocked your number
- Check if they can see your messages
- Test with different numbers

**Solution**: Users must unblock your number to receive messages.

---

### 4. 🔴 **Template Compliance Issues**

**WhatsApp Policy**: Templates must comply with guidelines. Non-compliant templates may be **sent** but **not delivered**.

**Common Compliance Issues**:
- Promotional content in transactional templates
- Misleading information
- Spam-like patterns
- Template not matching approved version

**Check Template Status**:
1. Go to **Meta Business Manager** → **WhatsApp** → **Message Templates**
2. Check each template status
3. Review template content for compliance

---

### 5. 🔴 **Device/Network Issues** (Rare)

**Possible Issues**:
- Recipient device offline (would eventually deliver)
- WhatsApp not installed on device
- Network connectivity issues
- Phone number not registered on WhatsApp

**How to Check**: Ask recipients to check their WhatsApp.

---

## Diagnostic Steps

### Step 1: Check Account Quality Rating

```bash
# Check in Meta Business Manager
# Go to: WhatsApp → Phone Numbers → Your Number → Quality Rating
```

**If Low**:
- Review messaging practices
- Reduce complaint rates
- Improve user engagement
- Ensure opt-in compliance

---

### Step 2: Verify Opt-In Records

**Questions to Ask**:
1. Did users explicitly opt-in? (checkbox, form, etc.)
2. Did users send you a message first?
3. Are there documented consent records?
4. Are you sending to scraped/purchased numbers?

**If No Opt-In**:
- This is likely the cause
- Messages will be blocked by Meta
- Need to obtain explicit consent

---

### Step 3: Test with Known Opted-In User

**Test Process**:
1. Have a user **send you a message first** (opens 24-hour window)
2. Send a test message to that user
3. Check if it delivers
4. If it delivers → Opt-in issue confirmed
5. If it doesn't → Other issue (quality rating, block, etc.)

---

### Step 4: Check Webhook Status Updates

```bash
# Check if webhook is receiving ANY status updates
tail -f storage/logs/laravel-$(date +%Y-%m-%d).log | grep "WhatsApp Webhook"

# Check notification log status
php artisan tinker --execute="
\$logs = \Modules\Whatsapp\Entities\WhatsAppNotificationLog::where('created_at', '>=', now()->subHours(24))
    ->whereNotNull('whatsapp_message_id')
    ->get(['status', 'whatsapp_message_id', 'recipient_phone']);
foreach (\$logs as \$log) {
    echo \$log->status . ' | ' . \$log->recipient_phone . PHP_EOL;
}
"
```

**Expected**:
- `sent` → Message sent to WhatsApp servers
- `delivered` → Message delivered to device ✅
- `read` → Message read by recipient
- `failed` → Message failed ❌

**Your Current Status**: Only seeing `sent`, never `delivered`.

---

## WhatsApp Policy Summary

### ✅ Messages WILL Deliver If:
1. User explicitly opted-in
2. User sent you a message first (24-hour window)
3. Account quality rating is High
4. Template is approved and compliant
5. User hasn't blocked your number
6. User's device is online

### ❌ Messages WON'T Deliver If:
1. User didn't opt-in (scraped/purchased numbers)
2. Account quality rating is Low
3. User blocked your number
4. Template is non-compliant
5. Sending promotional content without consent
6. Exceeding messaging limits
7. Sending to restricted regions

---

## Most Likely Cause: Opt-In Issues

Based on your symptoms (messages "sent" but never "delivered"), the **most likely cause** is:

**Users haven't explicitly opted-in to receive messages.**

**WhatsApp's Policy**:
- Even with numbers in allowed list, Meta checks opt-in status
- Messages to non-opted-in users are **queued but not delivered**
- This prevents spam and protects user privacy

**Solution**:
1. **Obtain explicit consent** from all recipients
2. **Have users send you a message first** (opens 24-hour window)
3. **Document opt-in records** (when/how users consented)
4. **Test with known opted-in users** to confirm

---

## Next Steps

1. **Check Account Quality Rating** in Meta Business Manager
2. **Review Opt-In Records** - Ensure all users explicitly consented
3. **Test with Opted-In User** - Have a user message you first, then send test
4. **Check Template Compliance** - Ensure templates follow WhatsApp guidelines
5. **Monitor Delivery Rates** - Track if messages start delivering after fixes

---

**Last Updated**: 2025-12-10

