Inbound WhatsApp replies never reach Vareons
Customers reply on WhatsApp from their phones, but no new WhatsAppChat appears, delivery states never update, and free text fails despite a successful connection.
Why this happens
Because inbound delivery depends on the WABA subscription via subscribed_apps and Meta app settings, not on OAuth success alone. The free-text window needs a real webhook lastInboundAt.
What Vareons does about it
Vareons provides the Resync webhooks button to redo subscribed_apps with override_callback_uri, a Details dialog for phone/WABA/template health, X-Hub-Signature-256 verification before dbConnect, and per entry.changes processing with 200 EVENT_RECEIVED and 500 EVENT_RETRY on uncommitted failures.
- orders.whatsapp.confirmation — WhatsApp order confirmation: Available
- crm.whatsapp.send — WhatsApp send from CRM: Available
Limitations
Mobile-only WhatsApp chats do not open the 24h window. Merchant outbound messages update lastMessageAt only. Unpublished apps may not receive real events until published.
Related problems
Frequently Asked Questions
Customers reply but nothing appears, where do I start?
Start with the webhook resync control, then review the details dialog for phone, account, and template health. Also confirm the Meta app is published with the callback address and messages field set, since missing any of them cuts the inbound flow.
Is a successful authorization enough for replies to arrive?
No, inbound delivery depends on the account subscription with Meta app settings rather than authorization success alone. Review the subscription, the override address, and signature verification even when authorization looks fine.
Why do phone-only chats never arrive?
Because rows are created only from programmatic posts through the interface rather than detached phone chats. Such chats never open the reply window, and merchant outbound messages only refresh the last-message time.
Last verified: 2026-09-19