WhatsApp Ad pre-filled message not being detected by ManyChat

Hey ​@Samuel R did you try configuring the pre-filled text as a keyword in Manychat?

I've already tried that, but none of the initial messages coming from the ads are being recognized. Every time a new lead arrives through the ad, it shows as: 'Mensagem não compatível: user_thread_new' (Incompatible message). The automation doesn't trigger at all for these pre-filled messages. I have already linked the specific campaign to the WhatsApp Referral trigger, but it still fails to identify the opt-in. Any other suggestions for this 'user_thread_new' error?

Did you try using the Click to WhatsApp trigger?

If you did and it still fails you’ll need to get in touch with support… :(

Yes, I did.

There were more than 100 contacts, but it only triggered 28 times.

​@Samuel R got it, you should check this with support see if they have any insights as to what may be happening...

Hey Samuel, I’m experiencing the exact same issue.

When users click my WhatsApp ad and send the default pre-filled message, it arrives normally in WhatsApp, but in ManyChat I only see “unsupported message: user_thread_new”.

Because of that:

• ManyChat doesn’t detect the Ad ID

• The CTWA trigger never fires

• The contact appears as unattributed

So the automation doesn’t start and I have to trigger the flow manually for each conversation.

It used to work correctly before, so something seems to have changed in how Meta sends the event or how ManyChat detects it.

Have you found any workaround or heard anything from ManyChat support about this?

​@Harox 
 

Support is still evaluating the case.

I'm also running another test. Instead of using the default pre-filled message from the ad, I'm testing a WhatsApp message template where users can tap a suggested question and send it.

My hypothesis is that the issue may be related to the banner that comes with the default pre-filled message in Click to WhatsApp ads. If the user sends a message without this banner, the event may trigger normally in ManyChat.

I'll share the results of these tests here as soon as I have more information.

Hi ​@Harox and ​@Samuel R , long time ago I had the same issue, and what I had to do is to be sure the owner of the WhatsApp account is the same as the owner of manychat, Try to do the whatsapp trigger  ​@Gustavo Boregio suggested but with the owner account - not the admin -.

Hope this helps!

Catalina Rendon

​@cata_rendon 
 

I understand, and I can see how that might be related.

Currently, the business portfolio where my ads are running is connected to the same account that is connected to ManyChat. The Business Manager has all the necessary permissions and is properly linked.

However, the portfolio itself was not originally created by the same account connected to ManyChat.

Thank you for the suggestion — I’ll test this and see if it makes any difference.

I am glad you made it 😀