Summary: This article explains what causes a WhatsApp broadcast to fail when the template contains a variable with special characters in its name (e.g. {{dd/mm/yyyy}}), how to identify it, and how to get it resolved.
Permissions: This article is intended for all users but Location Admins or Brand Admins permission needed to check message templates and correct if needed.
How to Spot This Issue
The broadcast either fails silently or shows an error message in your email confirmation, similar to:
Liquid syntax error: Unexpected character / in "{{dd/mm/yyyy}}"
The key sign is: individual messages send successfully, but the broadcast does not deliver.
Why This Happens
WhatsApp message templates can include custom variables — placeholders like {{Day}}, {{Time}}, or {{dd/mm/yyyy}} — that get filled in before the message is sent.
Variable names may only contain letters, numbers, underscores, and hyphens. If a variable name contains anything else — such as /, ., or spaces (for example, {{dd/mm/yyyy}}) — the system cannot process it correctly during a broadcast and the messages are blocked.
How to Check Your Template
📓 Note: You need a Location Admin or Brand Admin role to access Message Templates settings. If you don't have this access, ask your admin to check on your behalf.
Log in to AXP and go to Settings.
Click Message Templates.
Find the template you are trying to broadcast.
Look at the variable names inside the template body (shown in double curly braces, e.g.
{{variable_name}}).If any variable name contains characters other than letters, numbers, underscores, or hyphens (e.g.
/,\,., spaces), that is the cause of the failure.
How to Fix It
The variable name needs to be updated to remove the special characters. Variable names should use letters, numbers, underscores, and hyphens only.
Example: {{dd/mm/yyyy}} should be renamed to {{date}} or {{arrival_date}}
Because WhatsApp templates are reviewed and approved by Meta (WhatsApp's parent company), changing a variable name means the template will need to be re-submitted for approval before it can be used again. Approval typically takes 24–48 hours.
To request this fix:
Contact the AXP Support Team via email at support@alliants.app or the chat bubble on Help & Support tab.
Share the name of the affected template and the variable name that needs to be updated.
Agree on the new variable name with the support team.
The support team will update the template and guide you through re-submitting it to Meta if needed.
In the Meantime
While waiting for the template to be updated and re-approved, you can continue to send the message individually to guests — this will work without any issues.