WhatsApp sync + Inbox issues, and contacts created via API are assigned to wrong (dummy) number

[enfasis]

Grant Account Access for Support

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

WhatsApp Number

+52 18119558673

Email Address

[email protected]

Hello Pabbly Chatflow Support,


I’m experiencing three related issues with WhatsApp in Chatflow:

1) WhatsApp Business sync not pulling contacts/conversations​

• I connected my WhatsApp Business number (+52 1 XXX XXX XXXX, Mexico). The status shows Connected & Active.
• I clicked Sync multiple times.
• Problem: No existing contacts or active conversations appear in my Inbox after syncing. It looks like nothing imports from the connected number.

Expected: After connecting and syncing, I should see my historical contacts and ongoing conversations in the Inbox.

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2) Inbox not showing previous contacts/conversations​

• Even with the number connected and active, the Inbox remains empty (no prior contacts or threads).
• Problem: The Inbox doesn’t populate historical data; I only see an empty view despite successful connection.

Expected: The Inbox should show existing WhatsApp threads for the connected number.

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3) Contacts created via API are going to the dummy number instead of the real number​

• In my account I currently see two numbers:
  1. A default/dummy number: +123456789
  2. My real WhatsApp Business number: +52 1 XXX XXX XXXX (shows Connected & Active)
• When I create contacts via the API, they are being assigned under the dummy number (+123456789) rather than my real MX number.
• Question: How can I explicitly select or set the target/owning number for contacts created via API? Is there a parameter (e.g., phoneNumberId, sender_id, channel_id, or workspace/routing field) that I should include so contacts are created under the real connected number?

Request:

1. Help me import/sync existing contacts and conversations into the Inbox for the connected MX number.
2. Confirm whether the Inbox should display historical threads after initial connection, and how long the initial backfill typically takes.
3. Provide the API parameter (and endpoint example) to associate new contacts with my real connected number, and/or set the default number for contact creation to avoid the dummy number.
4. If the dummy number should be removed or disabled to prevent misrouting, please advise.

Best regards,
Rafael

 

[Preeti Paryani]

Hello @enfasis,

Thank you for reaching out and providing the details.

Could you please confirm which type of WhatsApp number you have connected in Chatflow? Specifically, was it previously connected using WhatsApp Cloud API only, or is it linked with a WhatsApp Business App? This will help us assist you accurately regarding the conversations and syncing issue.

Regarding contact creation via API: please note that in Chatflow, each WhatsApp number generates a separate API token. To create contacts under a specific number, follow these steps:

1. Go to Settings and select the WhatsApp number for which you want to create contacts.
2. Generate or copy the API token for that number.
3. Create a new connection in Chatflow using this token.

Once this connection is used, any contacts created via the API will be associated with the selected WhatsApp number only