Error 132015 occurs when a message template has been paused due to low quality, preventing it from being sent and you get the following error message, “Template is paused due to low quality so it cannot be sent in a template message.” This happens because WhatsApp prioritizes customer experience and engagement. Below, we break down everything you need to know about this error, why it happens, and how to resolve it.

Why Does This Error Happen?

Each message template has a quality rating based on factors such as:

  • Customer feedback (e.g., complaints or blocking).

  • Engagement rates (e.g., response or open rates).

If a template continuously receives negative feedback or low engagement, its status will change:

  1. Active – Low Quality: The template still works but is nearing the threshold for being paused.

  2. Paused: The template is temporarily disabled and cannot be sent.

  3. Disabled: The template is permanently inactive and cannot be reactivated.

What Happens When a Template is Paused?

When a template’s quality drops too low, it will be paused to prevent further degradation. During this time:

    • Automated messaging campaigns using the template will fail.

    • You won’t be charged for attempting to send paused templates.

    • Paused templates cannot count against your messaging limit.

    Pausing Durations:

    • 1st Instance: Paused for 3 hours.

    • 2nd Instance: Paused for 6 hours.

    • 3rd Instance: Permanently disabled.

    How to Fix and Avoid This Issue?

    ​Step 1: Review Notifications

    WhatsApp will notify you of paused templates via WhatsApp Manager notification, Email alerts and Webhooks. Check these channels to confirm the reasons.

    Step 2: Stop Campaigns

    If a template is paused, stop any campaigns or automated messages relying on it. Resuming campaigns prematurely will result in rejection by the API.

    Step 3: Edit and Improve the Template

    If you believe the template content is causing low quality, follow these steps:

    1. Edit the Template Content:

      • Simplify the message.

      • Remove any content likely to irritate or confuse users.

      • Avoid overuse of placeholders and irrelevant information.

    2. Resubmit for Approval:

      • Once you edit the template, its status will change to In Review.

      • The template cannot be used again until it’s approved and becomes Active.

    Step 4: Adjust Business Logic

    If targeting or delivery practices are contributing to negative feedback, consider changes like narrowing your audience to better-targeted recipients or adjusting the timing or frequency of your messages.

    For more troubleshooting tips related to WhatsApp Business API, check out heltar.com/blogs.