WhatsApp Incoming Messages Not Showing in Pabbly Inbox

Hi Pabbly Team,

I have created a new account on Pabbly and connected my WhatsApp number.

I just checked the Pabbly Inbox, but the incoming messages from my clients are not showing there. I want all incoming WhatsApp messages and client conversations to appear properly in the Pabbly Inbox so that I can manage the chats from there.

Could you please check why the messages are not appearing and help me configure the setup correctly?

Thank you.

Hello,

Thanks for reaching out. Since you've recently set up a new account and connected your WhatsApp number, incoming messages not appearing in the inbox is usually caused by a webhook subscription or permission issue during setup. Please try the following:

1. Re-subscribe the number to the Meta webhook: In your Pabbly Chatflow dashboard, click the three-dot menu next to the affected WhatsApp number and select Subscribe to re-subscribe it to the WhatsApp Cloud API webhook.

2. Re-run the connection to grant all permissions: Go to Add WhatsApp Number and run through the connect flow again using the same number, clicking Next step by step and granting all requested permissions. Important: do not delete the existing number, just run the connect flow again on top of the existing connection.

3. Force sync and clear cache: Open the Inbox and click the Sync button to manually pull in messages (note: this has a 24-hour cooldown). Also try a hard refresh, clearing your browser cache, or opening Chatflow in an incognito/private window or a different browser.

After this, send a test message from an external number that has never messaged your business before, and check whether it appears in the inbox.

If messages still don't appear, please reply with your registered account email, the affected WhatsApp number(s), and an approximate timestamp of a missing message so we can inspect your account's configuration.

Hello Preeti,

Thank you for your response.

I have followed all the troubleshooting steps you suggested, including:

1. Re-running the WhatsApp connection flow and granting all requested permissions.

2. Using the Sync option in the Inbox.

3. Hard refreshing the browser, clearing the cache, and testing in incognito/different browsers.

4. Sending test messages from an external WhatsApp number that has never messaged the business before.

However, the issue is still not resolved. Incoming WhatsApp messages are still not appearing in the Pabbly Chatflow Inbox.

Could you please check the webhook subscription, WhatsApp Cloud API configuration, permissions, and account-side settings from your end and let me know if there is any issue with the configuration?

I can provide my registered account email, affected WhatsApp number, and the approximate timestamp of the missing test message if required.

Please investigate this from your end, as the incoming messages are still not being received/displayed in the Chatflow inbox.

Thanks and Regards,
Vikram

Hello Vikram,

Thank you for your patience.

I checked your account and found that you are currently on the Free plan. For incoming WhatsApp messages that are not appearing in the Inbox, the primary troubleshooting step we recommend is using the Subscribe option to re-subscribe the WhatsApp number to the Meta webhook.

However, the Subscribe option is not available on the Free plan. We therefore recommend upgrading to a monthly plan, which will allow you to use this option and test the platform with the required features.

Once upgraded, please let us know, and we’ll be happy to assist you further with the configuration.