Multiple Queries: WhatsApp Web Visibility, Message Display Issues & Mobile Inbox Access

[mezmer]

Grant Account Access for Support

1. I authorize the Pabbly Support Team to access my account for troubleshooting purposes.

WhatsApp Number

+918140099905

Email Address

[email protected]

Hi Pabbly Support Team,

We have a few questions and issues regarding our Pabbly Chatflow setup that we'd appreciate your help with.

1. Chatbot responses not visible on WhatsApp Web

When testing our chatbot flows, the automated responses from the bot are not visible on WhatsApp Web. They show up fine on the phone (WhatsApp mobile app), but on WhatsApp Web the bot responses simply don't appear. Is this expected behavior with WhatsApp Business API numbers, or is this a configuration issue on our end?

2. Client unable to see bot messages (shows "Waiting for message")

Our client (the business owner) is unable to see the actual chatbot responses in the WhatsApp app. Instead of the bot's messages, it shows "Waiting for this message. This may take a while." on his device. On my end as the customer, I can see all the messages perfectly fine on my phone. Why is this happening on the business owner's device and how can we fix this?

3. Managing customer chats from a second device / Mobile access to Pabbly Inbox

Our client wants to be able to view and respond to customer chats from a second device. The original plan was to use WhatsApp Web on a second phone for this. However, given the issues mentioned above (bot responses not showing on WhatsApp Web), this doesn't seem viable.

We did notice that the Pabbly Chatflow Inbox works perfectly and shows all messages without any issues, along with useful features like taking over conversations. Since the Inbox seems to be the most reliable way to manage conversations, is there a dedicated mobile app for Pabbly Chatflow that our client can install on their phone? Or any other recommended method to access the Pabbly Chatflow Inbox easily from a mobile device? This would solve the second device problem for us.\

Looking forward to your response.

Thank you.

 

[ArshilAhmad]

Hi @mezmer,

Hi Pabbly Support Team,

We have a few questions and issues regarding our Pabbly Chatflow setup that we'd appreciate your help with.

1. Chatbot responses not visible on WhatsApp Web

When testing our chatbot flows, the automated responses from the bot are not visible on WhatsApp Web. They show up fine on the phone (WhatsApp mobile app), but on WhatsApp Web the bot responses simply don't appear. Is this expected behavior with WhatsApp Business API numbers, or is this a configuration issue on our end?

This is the default behavior of WhatsApp Web, and we’re unable to change it from our end.

2. Client unable to see bot messages (shows "Waiting for message")

Our client (the business owner) is unable to see the actual chatbot responses in the WhatsApp app. Instead of the bot's messages, it shows "Waiting for this message. This may take a while." on his device. On my end as the customer, I can see all the messages perfectly fine on my phone. Why is this happening on the business owner's device and how can we fix this?

Could you please share a screenshot showing this? Also, please share the same Inbox ID from your Pabbly Chatflow account.

3. Managing customer chats from a second device / Mobile access to Pabbly Inbox

Our client wants to be able to view and respond to customer chats from a second device. The original plan was to use WhatsApp Web on a second phone for this. However, given the issues mentioned above (bot responses not showing on WhatsApp Web), this doesn't seem viable.

We did notice that the Pabbly Chatflow Inbox works perfectly and shows all messages without any issues, along with useful features like taking over conversations. Since the Inbox seems to be the most reliable way to manage conversations, is there a dedicated mobile app for Pabbly Chatflow that our client can install on their phone? Or any other recommended method to access the Pabbly Chatflow Inbox easily from a mobile device? This would solve the second device problem for us.

Currently, we don’t have a dedicated mobile application for Pabbly Chatflow. For this use case, you can ask the client to log in to their Pabbly Chatflow account in their mobile browser and access the chats from there.

Thanks & Regards,
Arshil Ahmad
Customer Support Associate
Pabbly.com
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[mezmer]

Ok understood for the rest. Please help me resolve point 2.

Here is the screenshot on my phone.

Also you asked for Inbox ID - 69994c99fc9671f81db1d17f

 

[Preeti Paryani]

Hello,

Could you please check and confirm whether the same WhatsApp account is logged in on two different devices?

This issue commonly occurs when the account is accessed on multiple devices and they are not properly synced. Kindly verify this and let us know so we can guide you further accordingly.

 

[mezmer]

Hi @Preeti Paryani,
I can confirm that the Whatsapp account is logged in on a single device only. Also please note, this issue is happening with some contacts and not with others. Like the issue is happening for 80-90% contacts, but not for those 10%. So not sure what's really going wrong here?

Looking forward to your response.

Thanks

 

[Preeti Paryani]

Hello @mezmer,

Thank you for the clarification.

We recommend first checking whether you are using the latest version of the WhatsApp Business app. If not, please update the app to the most recent version and test again.

If the issue still persists (especially since it is affecting most contacts but not all), please note that this behavior is related to the WhatsApp Business app’s device synchronization/encryption and is not controlled from our end.

In that case, we recommend reaching out to WhatsApp Business Support for further assistance, as they will be able to investigate the issue at the account/device level.

Please let us know if you need any additional help from our side.

 

[mezmer]

I see. Thank you.

 

[ArshilAhmad]

Glad we were able to help.

Thanks & Regards,
Arshil Ahmad
Customer Support Associate
Pabbly.com
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