How to fix “Message is not available” issue

WhatsApp has a widely known issue, where a customer sends in a message, but on our end, it shows "This message is not available". This could be due to reasons such as the message being deleted by the sender, exceeding a certain time limit, or restricted by privacy settings.

Customers can combat this by setting a keyword reply for such messages to let customers know that they are not able to view the message. They can ask the customer to send it again or send any other response

Step 1: Hover your cursor on the left navigation bar and move to “Automation” > “Keyword Reply”

Step 2: On the top-right corner, click on [New Keyword Reply] to create new automation

Step 3: Setup the condition as [Message Exactly Is], and then type the keyword “ciphertext” then hit enter and Select Message Flow

Step 4: We recommend users create a message flow with something like for example: "Sorry we didn't get your previous message, could you please send it again?” so the customer can resend the keyword. Once created, select the message flow from the picker

Step 5: Under “Advanced Settings”, enable the [Only Reply to New Message] which will only reply if the incoming message started the chat-- so the message gets canceled if WhatsApp automatically resolves the issue

Step 6: Click [Save] to save the settings. and you’re done!