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System events

These are generated by our platform when some event occurs. You can choose to receive these events on your callback URL from the settings in app dashboard. For example, system events are received when;

  • A system event of type template is received when the status of template is updated. For example, a submitted template has been approved or rejected.
  • A system event of type account is received. For example, when the status of the submitted Phone Number or Display Name for a WABA is updated.

The types of system-events

  • Template events
  • Account events

Template events

The following template-event is sent notifying of the template's status update.

{
   "app":"jeet20",
   "timestamp":1636986446609,
   "version":2,
   "type":"template-event",
   "payload":{
      "id":"4dacef15-6c04-12db-b393-6190ac567eff",
      "status":"rejected/approved/deleted/disabled",
      "elementName":"abcd",
      "languageCode":"en_US",
      "rejectedReason":"INAVLID_FORMAT"
   }
}

The following template-event is sent notifying of the template's paused status

{
    "app": "jeet20",
    "timestamp": 1636986446609,
    "version": 2,
    "type": "template-event",
    "payload": {
        "type": "status-update",
        "id": "4dacef15-6c04-12db-b393-6190ac567eff",
        "status": "paused",
        "elementName": "abcd",
        "languageCode": "en_US",
        "description": "Your WhatsApp message template has been paused for 3 hours until Apr 25 at 8:07 AM UTC because it had issues."
    }
}

📘

Template Category Migration Update

To line up with the template category change from WhatsApp, starting from 29th March 2023, the template event payload will further be categorized into two types - status-update and category-update events.

As Meta migrates your WhatsApp Business API templates to new categories, Gupshup too will synchronously migrate your templates to the new categories. If subscribed to the system events for your app, the category-update event will be sent on your app's callback URL notifying you of the old category and the new category.

Possible status of quality-update event

StatusQualityColor Code
ActiveQuality PendingHighlighted in Green
ActiveHigh QualityHighlighted in Green
ActiveMedium QualityHighlighted in Yellow
ActiveLow QualityHighlighted in Red

📘

If you do not receive a template quality event from Meta then it will be shown as NA in the UI.

The types of template events (applicable from 29th March 2023)

{
   "app":"jeet20",
   "timestamp":1636986446609,
   "version":2,
   "type":"template-event",
   "payload":{
   	  "type":"status-update",
      "id":"4dacef15-6c04-12db-b393-6190ac567eff",
      "status":"rejected/approved/paused/deleted/disabled",
      "elementName":"abcd",
      "languageCode":"en_US",
      "rejectedReason":"INAVLID_FORMAT"
   }
}
{
  "app": "jeet20",
  "timestamp": 1636986446609,
  "version": 2,
  "type": "template-event",
  "payload": {
    "type": "category-update",
    "id": "4dacef15-6c04-12db-b393-6190ac567eff",
    "elementName": "abcd",
    "languageCode": "en_US",
    "category": {
      "old": "OTP",
      "new": "AUTHENTICATION/MARKETING/UTILITY"
    }
  }
}
{
  "app": "testApp",
  "timestamp": 1724265081729,
  "version": 2,
  "type": "template-event",
  "payload": {
    "id": "5xxxxxxxx-xxxxxx-xxxxxx-xxxx14",
    "elementName": "test_template",
    "languageCode": "en",
    "type": "quality-update",
    "quality": "GREEN | Yellow | RED"
  }
}

Automatic template category updates

Starting June 1, 2024, to ensure that all templates are correctly categorized, Meta has implemented a recurring process that automatically identifies and updates the category of any marketing or utility templates that have been miscategorized, according to their guidelines.

In this process, Gupshup will send two webhook events for template_category_update.

The first one is the alert event which will inform about the template’s current category and the correct category it belongs to.

First payload

{
  "app": "jeet20",
  "timestamp": 1717249875000,
  "version": 2,
  "type": "template-event",
  "payload": {
    "type": "category-update",
    "id": "4dacef15-6c04-12db-b393-6190ac567eff",
    "elementName": "abcd",
    "languageCode": "en_US",
    "category": {
      "current": "MARKETING",
      "correct": "UTILITY"
    }
  }
}

The second payload

The second event (sent in beginning of the next month after the alert event) will be the actual category update event informing that the template’s category has been now updated.

{
  "app": "jeet20",
  "timestamp": 1719815415000,
  "version": 2,
  "type": "template-event",
  "payload": {
    "type": "category-update",
    "id": "4dacef15-6c04-12db-b393-6190ac567eff",
    "elementName": "abcd",
    "languageCode": "en_US",
    "category": {
      "old": "MARKETING",
      "new": "UTILITY"
    }
  }
}

The payload object description

KeyDescriptionExample
typeThe type of template event. Possible values are: status-update, and category-updatecategory-update
idIt is the unique identifier for a template on the Gupshup platform. You can find the template ID using the API Get template list4dacef15-6c04-12db-b393-6190ac567eff
statusThe updated status of a template. Possible values are: REJECTED, APPROVED, DELETED, DISABLED.REJ ECTED
elementNameThe unique name for a template set during template creation. The elementName of a template is unique within a WABA's namespace.order_update
languageCodeThe language of the template. You can refer to the language code and the associated language here.en_US
rejectedReasonThe reason for template rejection. INVALID_FORMAT
categoryThis parameter informs of the category alert and category change (both before and after the actual event)category.currentis the template’s current category,category.correct is the template’s correct category to which it belongs and will be updated by Meta and Gupshup at the beginning of next month,`category.old is the old template category, and category.new is the new template category after the change has been done at WABA. Possible values for category.current, category.correct,category.old, and category.new are Authentication, Marketing, and Utility.Utility

Account events

Account events are received when an event occurs in a specific WABA. For example, when a WhatsApp business policy is violated by a WABA, or if the messaging tier limit of a WABA is updated.

The types of account-events

{
  "app": "jeet20",
  "timestamp": 1636986446609,
  "version": 2,
  "type": "account-event",
  "payload": {
    "type": "review-event",
    "payload": {
      "status": "approved",
      "actionDate": "January 31,2021"
    }
  }
}
{
  "app": "jeet20",
  "timestamp": 1636986446609,
  "version": 2,
  "type": "account-event",
  "payload": {
    "type": "status-event",
    "payload": {
      "status": "ACCOUNT_VIOLATION",
      "violation_type": "GAMBLING"
    }
  }
}
{
  "app": "<appname>",
  "appId": "<id>",
  "timestamp": 1713531530035,
  "version": 2,
  "type": "account-event",
  "payload": {
    "type": "status-event",
    "payload": {
      "status": "DISABLE",
      "actionDate": "February28,2024"
    }
  }
}
{
   "app":"appname",
   "timestamp":1636986446609,
   "version":2,
   "type":"account-event",
   "phone":"9180xxxxxxxx",
   "payload":{
      "type":"status-event",
      "payload":{
         "status":"ACCOUNT_RESTRICTED",
         "restrictionInfo":[
            {
               "restrictionType":"RESTRICTION_ADD_PHONE_NUMBER_ACTION",
               "expiration":1636986446609
            },
            {
               "restrictionType":"RESTRICTED_BIZ_INITIATED_MESSAGING",
               "expiration":1636986446609
            },
            {
               "restrictionType":"RESTRICTED_CUSTOMER_INITIATED_MESSAGING",
               "expiration":1636986446609
            }
         ]
      }
   }
}
{
  "app": "ShipxxxxxxxxxxxxxxxxxxWapp",
  "appId": "e4c9dbe0-b1ef-4add-97a2-a8fdba0666ad",
  "phone": "918xxxxxxxxx2",
  "timestamp": 1717061550941,
  "version": 2,
  "type": "account-event",
  "payload": {
    "type": "status-event",
    "payload": {
      "status": "REINSTATE",
      "actionDate": "30 May 2024"
    }
  }
}
{
  "app": "jeet20",
  "timestamp": 1636986446609,
  "version": 2,
  "type": "account-event",
  "payload": {
    "type": "pndn-event",
    "payload": {
      "status": "approved/rejected",
      "rejectedReason": "INVALID_FORMAT"
    }
  }
}
{
  "app": "jeet20",
  "timestamp": 1636986446609,
  "version": 2,
  "type": "account-event",
  "payload": {
    "type": "tier-event",
    "payload": {
      "event": "onboarding/ upgrade/ downgrade /unflagged/ flagged",
      "oldLimit": "TIER_10K",
      "currentLimit": "TIER_100K"
    }
  }
}
{
   "app":"appname",
   "timestamp":1636986446609,
   "version":2,
   "type":"account-event",
   "payload":{
      "type":"capability-event",
      "payload":{
         "maxDailyConversationPerPhone":100,
         "maxPhoneNumbersPerBusiness":100
      }
   }
}

The payload object description

Type

Description

review-event

This event is received when the submitted WABA is approved or rejected.
Possible values: APPROVED, REJECTED.

status-event

This event is received when the status of the WABA has changed.

Possible values:

ACCOUNT_VIOLATION: The WABA has been flagged due to policy violation, additionally, the reason for the violation is also received.

ACCOUNT_DISABLE: The WABA has been flagged due to the account being disabled.

ACCOUNT_VERIFIED: When an app of type of Embed is updated from Sandbox to Live.

ACCOUNT_RESTRICTED: The WABA has been restricted for its business capabilities due to WhatsApp's policy violations. One or more of the following restriction types may be imposed on your WABA:

  • RESTRICTION_ADD_PHONE_NUMBER_ACTION - Restriction on adding phone numbers to WABA.
  • RESTRICTED_BIZ_INITIATED_MESSAGING - Restriction on sending business-initiated messages.
  • RESTRICTED_CUSTOMER_INITIATED_MESSAGING - Restriction on the ability to respond to customer-initiated messages.Along with the type, you will also receive the expiry for the restriction.Learn more about policy violations.
    Learn more about WABA restrictions.An email will be sent informing you of violations and restrictions received for your WABA.

pndn-event

This event is received when the status of the submitted Phone number/Display Name is updated.
Possible values:
INVALID_FORMAT, NAME_END_CLIENT_VIOLATION, NAME_FORMAT_UNACCEPTABLE, NAME_NOT_CONSISTENT, NAME_INDIVIDUAL_ISSUE, and NAME_ENDCLIENT_NOTRELATED.

tier-event

This events notifies you when the quality-related status of a phone number has an update.
Possible values for events: ONBOARDING, UPGRADE, DOWNGRADE, UNFLAGGED, and FLAGGED.
The current tier limit where this account is and the new tier if it has been updated.
Possible values are: TIER_250, TIER_1K, TIER_10K, TIER_100K, and TIER_UNLIMITED

capability-event

This event will update you on your WABA's messaging capabilities. It includes:

  • maxDailyConversationPerPhone - the maximum number of unique people a phone number can send messages to. See Messaging Limits for more information.
  • maxPhoneNumbersPerBusiness - Includes the maximum number of phone numbers that can belong to a business.
    If there are multiple phone numbers for the apps in a given WABA maxDailyConversationPerPhone will show the minimum value to ensure that businesses are aware of the lowest messaging limit across all their phone numbers. For example, if a business has two phone numbers with different limits (e.g., 1K and 10K), showing the minimum value (1K) will help them understand that they need to be mindful of this lower limit when sending messages from either phone number.

Updated 3 days ago