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Symptom

A campaign that worked starts skipping leads, or failing with Meta error 132015 or 132016. The template’s Status on Outbound, Templates reads Paused or Disabled.

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Cause

Meta rates each template from customer feedback such as blocks and reports, and from read rates. A template that reaches the lowest quality rating is paused automatically: for 3 hours the first time, 6 hours the second time, and disabled the third time. A paused or disabled template cannot be sent. Error 132015 is a paused template and 132016 means it was paused too many times and is permanently disabled.

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What Kylo does

Kylo reads the status when you open the Templates list or select Refresh. A template that is not Active is hidden from campaign pickers and agent tools, and a send for it is skipped with template_inactive. Kylo does not receive Meta’s status events, so the status can lag until the next refresh.

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What to do

  1. Select Refresh on Templates to confirm the status.
  2. For Paused, wait out the pause. Meta says a paused template unpauses by itself, and templates paused during pacing must be unpaused in WhatsApp Manager.
  3. Pause the campaign with Pause until the template is Active.
  4. Improve the cause: narrow who gets the message, make it relevant, and add an opt-out quick reply. Editing resubmits the template and returns it to In review. See Template approval.
  5. For Disabled, create a new template. See Create a WhatsApp template.

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Sources