> ## Documentation Index
> Fetch the complete documentation index at: https://kero.chat/help/llms.txt
> Use this file to discover all available pages before exploring further.

# Test your WhatsApp template and SMS fallback

> Learn how to test WhatsApp messages, verify personalised template variables, test SMS fallback and review delivery results in Kero.

Before sending a WhatsApp campaign to your customers, test your message to confirm that it displays correctly, personalised information is populated as expected and any configured fallback works.

Kero offers two ways to test WhatsApp messages:

* **Direct Message:** Send a test message to an individual number.
* **Campaigns:** Send a campaign to a single contact to test your Kero template, contact data and variable mapping.

If you've configured SMS fallback, you can also test whether Kero attempts SMS delivery when the WhatsApp route cannot be used.

> [!NOTE]
>
> **You don't need to send a campaign to your entire contact list to test a message.**
>
> A campaign containing just one test contact lets you check the messaging process before sending to a larger audience.

## Before you begin

Make sure you have:

* An active WhatsApp Agent in Kero.
* An approved WhatsApp message template.
* A Kero template referencing your approved WhatsApp template.
* A test mobile number that can receive WhatsApp messages.
* A contact saved in Kero if you want to test personalisation through Campaigns.

To test SMS fallback, you'll also need:

* An SMS fallback Agent configured in your Kero template.
* A valid mobile number that isn't registered on WhatsApp but can receive SMS.
* Permission to send test messages to the selected numbers.

If you haven't created your templates yet, see:

* [Create and submit a WhatsApp message template](https://kero.chat/help/whatsapp/create-message-template)
* [Create a Kero template with WhatsApp and fallback](https://kero.chat/help/kero-template-with-wa-fallback)

## 1. Test your WhatsApp message using Direct Message

**Direct Message** is useful for quickly checking that an approved WhatsApp template can be sent and received.

**1. Open Direct Message**

Sign in to Kero and select **Direct Message** from the sidebar.

**2. Select your WhatsApp Agent**

Choose the WhatsApp Agent you want to send from.

Enter the recipient's mobile number.

**3. Select your message template**

Choose the appropriate template option:

* **Approved WhatsApp template:** Select an approved Meta WhatsApp template directly.
* **Kero template:** Enable **Use a template** and select the Kero template you want to test.

Complete any required template variables.

**4. Send the test message**

Review the selected recipient, Agent and template.

Send the message.

### Check the received message

Open WhatsApp on your test device.

Confirm that:

* The message was received.
* The message text is correct.
* Images, buttons and links appear as expected.
* Personalised values are displayed correctly.

> [!TIP]
>
> **Direct Message is a useful first test.**
>
> However, if your Kero template contains variables that will be populated from contact information, we also recommend testing it through a single-contact campaign.
>
> This lets you verify the campaign's variable-mapping process.

## 2. Test personalisation using a single-contact campaign

A single-contact campaign lets you test the same process you'd use for a larger campaign, including mapping contact information to template variables.

For example, if your WhatsApp template contains `{{first_name}}`, you can map it to the **First Name** column in your contact list.

Kero then uses the selected contact's first name when sending the message.

### Step 1: Select your test contact

**1. Open Contacts**

In the Kero sidebar, select **Contacts**.

Open the contact list containing your test recipient.

**2. Select the recipient**

Find the contact you want to use.

Select the checkbox beside the contact.

**3. Start a campaign**

Click **Start Campaign** in the contact toolbar.

Kero opens the **New Campaign** wizard with your selected contact.

> [!WARNING]
>
> **Check your selected recipients.**
>
> Make sure only your intended test contact is selected before continuing.
>
> A test campaign is still a real message send.

### Step 2: Enter your campaign details

The first stage of the campaign wizard is **Campaign Details**.

1. Enter a descriptive **Campaign name**, such as `WhatsApp Template Test`.
2. Under **Brand Agent**, select the WhatsApp Agent associated with your Kero template.
3. Under **Template**, select the Kero template you want to test.
4. Leave **Schedule campaign** switched off if you want to send the test immediately.
5. Confirm that Kero shows **1 selected contact**.
6. Click **Next**.

> [!TIP]
>
> Use a clear campaign name so you can easily identify your test in the Campaigns list later.

### Step 3: Assign your template parameters

The second stage is **Assign Parameters**.

Kero displays the columns from your selected contact data. Each column has a dropdown that lets you assign a required template parameter.

For example:

| Contact column | Template parameter |
| - | - |
| First Name | `first_name` |
| Email Address | `email` |
| Mobile Number | Mobile Number |

To map your parameters:

1. Find the **Mobile Number** column.
2. Open its dropdown and select **Mobile Number**.
3. If your template uses `{{first_name}}`, find the **First Name** column and select **first\_name**.
4. Map any other required variables to the corresponding contact columns.
5. Review the contact data displayed beneath the column headings.
6. Click **Next** once all required parameters are assigned.

> [!WARNING]
>
> **Only map a variable to contact data when you want its value to change for each recipient.**
>
> For example, if every recipient should see the same support email address, configure it as a fixed value rather than a personalised variable.

#### Why variable mapping matters

Suppose your WhatsApp template contains:

```text theme={null}
Hello {{first_name}},

Welcome to Kero!
```

When you map `first_name` to the contact's **First Name** column, Kero uses that contact's name in the outgoing message.

If the contact's first name is Alex, the personalised message begins:

```text theme={null}
Hello Alex,

Welcome to Kero!
```

> [!NOTE]
>
> **Check your Kero template's variable configuration.**
>
> When creating a Kero template from an approved WhatsApp template, you must enter the appropriate variable placeholders in the Kero template parameter fields.
>
> Otherwise, fixed or sample values may be used instead of recipient-specific information.

### Step 4: Review and submit your test campaign

The final stage is **Review and Submit**.

Kero displays a **Campaign Summary** showing information including:

* The number of messages to be sent.
* The recipient's mobile number.
* Mapped template parameters and their corresponding contact values.

Before submitting:

1. Confirm that the campaign contains only your intended test recipient.
2. Check that the mapped values are correct.
3. Confirm that you've selected the correct WhatsApp Agent and Kero template.
4. Click **Submit**.

Kero displays a confirmation screen indicating that the campaign was successfully created.

Click **View Campaign** to inspect the results.

> [!NOTE]
>
> **What if the WhatsApp preview is unavailable?**
>
> The WhatsApp Preview panel may display **No preview available** for some approved WhatsApp templates.
>
> The Campaign Summary still lets you review the recipient and mapped values before submission.
>
> For a complete visual check, inspect the message received on your test device.

## 3. Check your WhatsApp campaign results

After selecting **View Campaign**, Kero opens the campaign results page.

### Understand the campaign counters

| Counter | What it means |
| - | - |
| **Sent** | Messages sent but not yet reported in a later delivery state. |
| **Delivered** | Messages confirmed as delivered. |
| **Read** | Messages reported as read. |
| **Failed** | Messages that could not be delivered. |
| **Fallback** | Messages for which fallback was triggered. |

> [!NOTE]
>
> Delivery and read statuses may update after a campaign has been submitted.
>
> Click **Refresh** to retrieve the latest available results.

### Review individual message results

The results table displays information including:

* **Sent Time**
* **Recipient mobile number**
* **Brand Agent**
* **Reference**
* **Last update**
* **Status**
* **Reason**, where available

Select a message row to open **Message Details**.

Depending on the message, this panel includes:

* Message ID
* Brand Agent
* Mobile Number
* Reference
* Status
* Message Preview

Use **Message Preview** to inspect the message content and check whether personalised values were substituted correctly.

> [!NOTE]
>
> **A sent message isn't necessarily a delivered message.**
>
> A **Sent** status indicates that the message has been sent, but delivery hasn't yet been confirmed.
>
> Check for a subsequent **Delivered**, **Read** or **Failed** status where available.

## 4. Test SMS fallback

If you've configured SMS fallback for your Kero template, test whether Kero attempts SMS delivery when the WhatsApp route cannot be used.

### How WhatsApp-to-SMS fallback works

When a WhatsApp message cannot be delivered, Kero evaluates whether the failure qualifies for fallback.

If the applicable fallback conditions are met and an appropriate fallback Agent is configured, Kero attempts delivery through that Agent, such as SMS.

> [!WARNING]
>
> **Not every WhatsApp failure triggers fallback.**
>
> Fallback eligibility depends on the failure reason and applicable messaging provider rules.
>
> A configured SMS fallback Agent doesn't guarantee that every unsuccessful WhatsApp attempt will be retried through SMS.

### Step 1: Prepare a fallback test number

For this test, use a valid mobile number that:

* Isn't registered on WhatsApp.
* Can receive ordinary SMS messages.
* Is available for you to check the received message.

> [!WARNING]
>
> Only test with numbers you control or have permission to message.
>
> Don't use an unrelated customer's number to test fallback.

### Step 2: Check your Kero template

1. Open **Templates** in the Kero sidebar.
2. Select the Kero template you want to test.
3. Confirm that the approved WhatsApp template is selected.
4. Check that **Fallback** is enabled.
5. Confirm that your SMS fallback Agent has been added.
6. Review the text in the required **SMS Text** field.
7. Click **Save** if you make any changes.

> [!TIP]
>
> Use a short, clearly identifiable test message so you can distinguish the fallback SMS from other messages received on your device.

### Step 3: Send a single-contact test campaign

Follow the single-contact campaign process described earlier:

1. Open **Contacts**.
2. Select your non-WhatsApp test contact.
3. Start a new campaign.
4. Select the WhatsApp **Brand Agent** and the Kero template with SMS fallback.
5. Map the required parameters.
6. Review the recipient details.
7. Click **Submit**.
8. Select **View Campaign**.

### Step 4: Review the fallback results

When fallback is triggered, Kero can display separate message records for the original WhatsApp attempt and the fallback SMS.

In a tested WhatsApp-to-SMS scenario, the message journey was:

1. The original WhatsApp attempt was recorded with the status `fallback_sent`.
2. A second message record was created for the SMS fallback Agent.
3. The SMS record initially showed `sent`.
4. The SMS record subsequently changed to `delivered`.

The campaign summary showed:

| Metric | Result |
| - | - |
| **Delivered** | 1 |
| **Fallback** | 1 |
| **Failed** | 0 |

This confirms that fallback was triggered and the SMS was successfully delivered in that test.

> [!NOTE]
>
> **Fallback doesn't necessarily mean the message failed completely.**
>
> A fallback count indicates that Kero attempted an alternative delivery route.
>
> Check the fallback message record to determine the final delivery outcome.

### Step 5: Check the SMS on your device

Open the SMS application on your test device.

Confirm that:

* The SMS arrived.
* The message content is correct.
* Personalised values were substituted correctly.
* The message is understandable without the original WhatsApp formatting or media.

SMS doesn't support the same rich message features as WhatsApp, so your fallback message should make sense as a standalone text message.

## 5. Troubleshooting

### My WhatsApp message wasn't delivered

Open **View Campaign** and inspect the message status and any available failure reason.

Confirm that:

* The recipient's mobile number is valid.
* The correct WhatsApp Agent was selected.
* The selected WhatsApp template is approved.
* The intended message content and variables are configured correctly.

If the message failed, review the available reason before retrying.

### Personalised information is incorrect

Check both your Kero template and the campaign parameter mappings.

Make sure:

* The correct placeholders are configured in the Kero template.
* Each placeholder is mapped to the intended contact column.
* The contact record contains the expected information.
* Fixed values haven't accidentally been configured as personalised variables, or vice versa.

### SMS fallback didn't occur

Check that:

* Fallback is enabled on the Kero template.
* The correct SMS fallback Agent is configured.
* The SMS fallback message contains the required text.
* The recipient's mobile number is valid.

Remember that not all WhatsApp failures qualify for fallback.

Review the original message status and any available failure reason.

If the result is unexpected, [contact Kero Support](https://kero.chat/contact-us) with the campaign reference and message details.

### The WhatsApp preview is unavailable

Some approved WhatsApp templates may not display a preview during template configuration or campaign review.

Send a test to a number you control and inspect the received message.

After sending, you can also review available message content through **Message Details**.

## Before sending your customer campaign

Once your test is successful, you can use the same Kero template for a larger campaign.

Before sending, confirm that:

* Your contact list contains the intended recipients.
* You have appropriate consent to message them.
* All required variables are mapped correctly.
* The WhatsApp message has been tested on a device.
* Your SMS fallback message has been reviewed.
* You understand the possible delivery and fallback outcomes.

> [!TIP]
>
> Your WhatsApp template is ready for campaign use once you've confirmed the message content, personalisation and applicable fallback behaviour.

## Related guides

* [Create and submit a WhatsApp message template](https://kero.chat/help/whatsapp/create-message-template) — Create the Meta-approved message used by your Kero template.
* [Manage WhatsApp template approvals and rejections](https://kero.chat/help/manage-whats-app-template-approvals-and-rejections) — Check approval statuses and understand template editing.
* [Create a Kero template with WhatsApp and fallback](https://kero.chat/help/kero-template-with-wa-fallback) — Configure personalised variables and supported fallback Agents.

## Need help?

If your test message fails, variable values aren't populated correctly or fallback behaves unexpectedly, [contact Kero Support](https://kero.chat/contact-us).

Include the relevant WhatsApp Agent, Kero template ID, campaign reference and a brief description of the issue.


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