WhatsApp Connect - something went wrong sending the connection request

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

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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):

 

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Figure 2 Requestor Field

If this error is received, ask your internal help desk 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 support@symphony.com