Something went wrong sending the connection request error

When onboarding a WhatsApp Connect contact for yourself or on behalf of (OBO) someone else, users may receive the following error (Figure 1):


Figure 1 Error message


This error occurs when the user identified in the Requestor field does not have the External Communication entitlement enabled (Figure 2):



Figure 2 Requestor field

If this error is received, ask your internal IT team to enable the External Communication entitlement for the user.


If the entitlement is already enabled and you are still receiving the onboarding error, please contact Symphony Support at


Full details on WhatsApp Connect can be found below:


WhatsApp Connect Admin and User Guide


If you require further assistance on WhatsApp Connect, please contact the Symphony Support team at