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Gruppen* Marketing Cloud Engagement *Frage von Rebeca Hernandez
Rebeca Hernandez fragte in * Marketing Cloud Engagement *
13. Mai, 18:57

Does a WhatsApp Chat Messaging subscription created through an Automated Import Definition expire or need to be refreshed periodically?

Hello experts! 

 

I have a question about WhatsApp Chat Messaging subscribers in Salesforce Marketing Cloud. 

 

We have integrated WhatsApp in SFMC to send promotional WhatsApp messages from Journey Builder. We are also using Data Cloud, where we created a segment with opted-in clients and activated/exposed it as a Data Extension in Marketing Cloud. 

 

To make these contacts available for WhatsApp sends, we created an Automated Import Definition to subscribe the opted-in contacts to our WhatsApp Chat Messaging channel, following this article: https://help.salesforce.com/s/articleView?id=000396825&type=1

 

 

During testing, we noticed that a contact subscribed through the Automated Import Definition can receive WhatsApp messages successfully, but after some time it seems that the contact may need to be imported/subscribed again to receive later WhatsApp messages. 

 

My questions are:

  1. Does a WhatsApp Chat Messaging subscription created through an Automated Import Definition expire or need to be refreshed periodically?
  2. Is it enough to import/subscribe each opted-in contact only once?
  3. Or is it recommended to run the import automation regularly, for example before each campaign or every few hours?

Thank you!

1 Antwort
  1. Sai T (Raleigh Developer Group)
    29. Sept., 07:28

    Hi Rebeca!

    I wouldn’t assume the WhatsApp Chat Messaging subscription itself expires just because it was created through an Automated Import Definition. The important distinction is between the channel subscription/opt-in status and whether the contact is still eligible and available for the send.

    If contacts are successfully receiving messages initially but later stop receiving them, I’d check the subscriber’s current WhatsApp subscription status, opt-in/consent data, and whether the Data Cloud segment/activation is still including the contact.

    For the automation, running the import regularly can be useful to keep the WhatsApp audience synchronized with your latest opted-in population, especially when opt-in/opt-out status can change. However, I’d avoid re-subscribing everyone blindly; make sure the source data represents the current consent state.

    If you can share what changes in the contact’s WhatsApp subscription status when the later send fails, that would help determine whether this is an expiration issue, consent change, or audience/synchronization issue.

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