#2496-Inbound WhatsApp Messages Missing

PrimeX 1 day ago

I have found a issue where inbound WhatsApp messages are intermittently missing over shared inbox. In multiple cases customers have sent two messages or more than that in sequence but only one message is received in inbox. The second message or other messages are completely missing with no record in chat history/logs. This has been reported by multiple users and is not isolated to a single contact.

Support indicated this could occur during system updates or if a WhatsApp webhook callback is missed. However we are trying to understand how this can happen from a technical standpoint and what safeguards exist when a webhook delivery fails.

Clarification on the following points:

• How inbound message webhooks are retried if the initial delivery fails.
• Whether there is any fallback or reconciliation mechanism to fetch missed inbound messages.
• Why previously missed messages cannot be recovered once the webhook is missed.
• What monitoring or alerting exists to detect missed inbound messages.

Inbound message reliability is critical for operations and missing customer messages directly impacts service quality and reputation

Dear Prime X,

As we mentioned in our previous ticket replies, this may have occurred for a brief period and is not a continuous issue. If you experience a similar issue again, please do not hesitate to let us know.

Thank you.

Hello Kamrul Hasan you guys mentioned over the ticket "this issue may be caused by a system update or other factors at that time, and we will look into it."

i asked for how you guys are managing it that causes if this issue is occurring during system updates?

Since inbound message reliability is critical for our operations i request more clarity on the root cause mitigation steps and long term prevention from a technical perspective i would like to understand the technical handling on your side. Specifically how a webhook callback can be missed by meta and what retry or fallback mechanism exists when the initial callback fails?

And if the system fails to receive a webhook request what is the expected recovery process from a technology standpoint is there any automatic retry from WhatsApp or any reconciliation job from your side to fetch missed inbound messages?

If the issue is resolvable going forward we also need to understand why previously missed inbound messages cannot be recovered and whether there is any limitation at the Meta or platform level preventing this than whats the steps initiative was taken from your end?

Huh? My comment has gone, I guess someone deleted my comment...

Dear Powerx,

We hope this issue will not occur again. We sincerely appreciate your patience and continued support of BotSailor.

Thank you.

Best regards,

BotSailor Team

Hello Kamrul Hasan thank you for the update.

Could you please clarify what exactly has been resolved on your end? I am still unable to see or retrieve the inbound message that was missed during the BS system update, as mentioned earlier.

Please confirm:

• What corrective action was taken.

• Whether the missed inbound message is recoverable or permanently lost.

• How similar cases will be handled going forward if a message is missed during an update?

This clarity is important for us to understand the resolution and ensure inbound message reliability moving forward.

hello Kamrul Hasan whats the the update on the query

Thank you for your message and for seeking clarification.

Please allow me to clarify the situation. The issue occurred during a very brief window while the BS system update was in progress. During that short transition period, inbound message was not captured by the system. The update has since been completed successfully, and the system is operating normally.

To address your specific questions:

• Corrective action taken: The update process was finalized, and system stability was verified to ensure normal message flow. Additional internal checks were performed to confirm that inbound messaging is functioning properly.

• Recoverability of the missed message: Unfortunately, the missed inbound message is not recoverable. It was not stored due to the temporary disruption during the update window.

• Handling of similar cases in the future: This incident occurred during a brief, isolated transition period and is not expected to happen under normal operations. System updates are carefully managed to minimize any service interruption. Such occurrences are extremely rare and not part of regular system behavior.

We understand the importance of inbound message reliability for your operations. Please be assured that the platform is stable, and this was an isolated event that lasted only for a fraction of time.

If you need any further clarification, please let us know.

Thank you.

Best regards,

Kamrul Hasan