Hello Support Team,
I am writing this message as a formal escalation, as my previous tickets are being closed without proper acknowledgement or resolution, despite this being a production-critical issue.Issue Summary
We are using Meta Official WhatsApp Cloud API (ONLY Cloud API, NOT MM API).
Outgoing templated messages are sent successfully
We receive webhook status updates (sent, delivered, read)
Incoming reply messages from customers are NOT received via webhook
This functionality was working correctly until ~2 weeks ago.
Since last week, customer replies are no longer received, without any configuration changes from our side.Key Points (Very Important)
Since last week, customer replies are no longer received, without any configuration changes from our side.Key Points (Very Important)
- We are NOT using MM API
- We are fully aware that MM API is send-only
- Our integration is Cloud API only
- Our Webhook is active and verified
- We receive:
- message status updates
- delivery & read receipts
- We do NOT receive:
- messages object for customer replies
- The same WABA and phone number
- Previously received incoming replies correctly
- Stopped suddenly without warning
- Customers are replying normally
- Replies are visible on their phones
- But no incoming webhook payload is triggered
What We Have Already Verified
Webhook URL is reachable and unchanged
Webhook subscriptions include:- messages
- message_status
App is live and not in development mode
Phone number is active and not migrated
No MM API traffic is used on this number
No webhook errors on our server
Status webhooks are still received (proves webhook is working)
Concern About Previous Response
In earlier replies, the explanation referenced MM API limitations, which does not apply to our case.
We are requesting specific investigation into Cloud API inbound message delivery, not general documentation links.Request for Immediate Action
We respectfully request the following:
In earlier replies, the explanation referenced MM API limitations, which does not apply to our case.
We are requesting specific investigation into Cloud API inbound message delivery, not general documentation links.Request for Immediate Action
We respectfully request the following:
- Confirm whether there is any issue or restriction on our WABA / Phone Number
- Verify inbound message delivery from Meta’s side
- Check if any backend change, policy enforcement, or webhook routing issue occurred
- Provide a clear technical reason why replies stopped after previously working
- Do NOT close this ticket without resolution or acknowledgement
This issue is directly impacting live customer communication and business operations.Additional Details (Available on Request)
- WABA ID: [Available ]
- Phone Number ID: [Available]
- Approximate failure start date: ~1 week ago
- Region: India
- API: WhatsApp Cloud API
