{"id":2071,"date":"2025-12-17T10:26:01","date_gmt":"2025-12-17T11:26:01","guid":{"rendered":"http:\/\/gogetmuscle.com\/?p=2071"},"modified":"2025-12-17T17:43:52","modified_gmt":"2025-12-17T17:43:52","slug":"urgent-whatsapp-cloud-api-incoming-reply-messages-not-received-previously-working","status":"publish","type":"post","link":"http:\/\/gogetmuscle.com\/index.php\/2025\/12\/17\/urgent-whatsapp-cloud-api-incoming-reply-messages-not-received-previously-working\/","title":{"rendered":"URGENT: WhatsApp Cloud API \u2013 Incoming Reply Messages Not Received (Previously Working)"},"content":{"rendered":"


Hello Support Team,
I am writing this message as a\u00a0<\/SPAN>formal escalation<\/STRONG>, as my previous tickets are being closed\u00a0<\/SPAN>without proper acknowledgement or resolution<\/STRONG>, despite this being a\u00a0<\/SPAN>production-critical issue<\/STRONG>.Issue Summary
We are using\u00a0<\/SPAN>Meta Official WhatsApp Cloud API (ONLY Cloud API, NOT MM API)<\/STRONG>.<\/DIV>

  • \u00a0<\/P>\u00a0<\/SPAN>Outgoing\u00a0<\/SPAN>templated messages<\/STRONG>\u00a0<\/SPAN>are sent successfully<\/LI>


  • \u00a0<\/P>\u00a0<\/SPAN>We receive\u00a0<\/SPAN>webhook status updates<\/STRONG>\u00a0<\/SPAN>(sent, delivered, read)<\/LI>


  • \u00a0<\/P>\u00a0<\/SPAN>Incoming reply messages from customers are NOT received via webhook<\/STRONG><\/LI><\/UL>

    This functionality was\u00a0<\/SPAN>working correctly until ~2 weeks ago<\/STRONG>.
    \u00a0Since\u00a0<\/SPAN>last week<\/STRONG>, customer replies are no longer received,\u00a0<\/SPAN>without any configuration changes from our side<\/STRONG>.Key Points (Very Important)<\/DIV>
    1. We are\u00a0<\/SPAN>NOT using MM API<\/STRONG><\/LI><\/OL>
      • We are fully aware that MM API is send-only<\/LI>
      • Our integration is\u00a0<\/SPAN>Cloud API only<\/STRONG><\/LI><\/UL>
        1. Our\u00a0<\/SPAN>Webhook is active and verified<\/STRONG><\/LI><\/OL>
          • We receive:<\/LI><\/UL>
            • message status updates<\/LI><\/UL>
              • delivery & read receipts<\/LI><\/UL>
                • We do\u00a0<\/SPAN>NOT receive<\/STRONG>:<\/LI><\/UL>
                  • messages\u00a0<\/SPAN>object for customer replies<\/LI><\/UL>
                    1. The\u00a0<\/SPAN>same WABA and phone number<\/STRONG><\/LI><\/OL>
                      • Previously received incoming replies correctly<\/LI>
                      • Stopped suddenly without warning<\/LI><\/UL>
                        1. Customers\u00a0<\/SPAN>are replying normally<\/STRONG><\/LI><\/OL>
                          • Replies are visible on their phones<\/LI>
                          • But\u00a0<\/SPAN>no incoming webhook payload is triggered<\/STRONG><\/LI><\/UL>
                            What We Have Already Verified<\/DIV>

                            • \u00a0<\/P>\u00a0<\/SPAN>Webhook URL is reachable and unchanged<\/LI>


                            • \u00a0<\/P>\u00a0<\/SPAN>Webhook subscriptions include:

                              • messages<\/LI>
                              • message_status<\/LI><\/UL><\/LI>

                              • \u00a0<\/P>\u00a0<\/SPAN>App is live and not in development mode<\/LI>


                              • \u00a0<\/P>\u00a0<\/SPAN>Phone number is active and not migrated<\/LI>


                              • \u00a0<\/P>\u00a0<\/SPAN>No MM API traffic is used on this number<\/LI>


                              • \u00a0<\/P>\u00a0<\/SPAN>No webhook errors on our server<\/LI>


                              • \u00a0<\/P>\u00a0<\/SPAN>Status webhooks are still received (proves webhook is working)<\/LI><\/UL>

                                Concern About Previous Response
                                In earlier replies, the explanation referenced\u00a0<\/SPAN>MM API limitations<\/STRONG>, which\u00a0<\/SPAN>does not apply<\/STRONG>\u00a0<\/SPAN>to our case.
                                We are requesting\u00a0<\/SPAN>specific investigation into Cloud API inbound message delivery<\/STRONG>, not general documentation links.Request for Immediate Action
                                We respectfully request the following:<\/DIV>
                                1. Confirm whether there is any issue or restriction on our WABA \/ Phone Number<\/STRONG><\/LI>
                                2. Verify inbound message delivery from Meta\u2019s side<\/STRONG><\/LI>
                                3. Check if any backend change, policy enforcement, or webhook routing issue occurred<\/STRONG><\/LI>
                                4. Provide a clear technical reason<\/STRONG>\u00a0<\/SPAN>why replies stopped after previously working<\/LI>
                                5. Do NOT close this ticket without resolution or acknowledgement<\/STRONG><\/LI><\/OL>
                                  This issue is directly impacting\u00a0<\/SPAN>live customer communication and business operations<\/STRONG>.Additional Details (Available on Request)<\/DIV>
                                  • WABA ID:\u00a0<\/SPAN>[Available ]<\/STRONG><\/LI>
                                  • Phone Number ID:\u00a0<\/SPAN>[Available]<\/STRONG><\/LI>
                                  • Approximate failure start date:\u00a0<\/SPAN>~1 week ago<\/STRONG><\/LI>
                                  • Region:\u00a0<\/SPAN>India<\/STRONG><\/LI>
                                  • API:\u00a0<\/SPAN>WhatsApp Cloud API<\/STRONG><\/LI><\/UL><\/p>\n","protected":false},"excerpt":{"rendered":"

                                    Hello Support Team,I am writing this message as a\u00a0formal escalation, as my previous tickets are being closed\u00a0without proper acknowledgement or resolution, despite this being a\u00a0production-critical issue.Issue SummaryWe are using\u00a0Meta Official WhatsApp Cloud API (ONLY Cloud API, NOT MM API).\u00a0\u00a0Outgoing\u00a0templated messages\u00a0are sent successfully\u00a0\u00a0We receive\u00a0webhook status updates\u00a0(sent, delivered, read)\u00a0\u00a0Incoming reply messages from customers are NOT received via […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[14],"tags":[],"_links":{"self":[{"href":"http:\/\/gogetmuscle.com\/index.php\/wp-json\/wp\/v2\/posts\/2071"}],"collection":[{"href":"http:\/\/gogetmuscle.com\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/gogetmuscle.com\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/gogetmuscle.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/gogetmuscle.com\/index.php\/wp-json\/wp\/v2\/comments?post=2071"}],"version-history":[{"count":1,"href":"http:\/\/gogetmuscle.com\/index.php\/wp-json\/wp\/v2\/posts\/2071\/revisions"}],"predecessor-version":[{"id":2072,"href":"http:\/\/gogetmuscle.com\/index.php\/wp-json\/wp\/v2\/posts\/2071\/revisions\/2072"}],"wp:attachment":[{"href":"http:\/\/gogetmuscle.com\/index.php\/wp-json\/wp\/v2\/media?parent=2071"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/gogetmuscle.com\/index.php\/wp-json\/wp\/v2\/categories?post=2071"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/gogetmuscle.com\/index.php\/wp-json\/wp\/v2\/tags?post=2071"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}