#2708-Webhook: include message text from phone replies

Hi BotSailor team,

We use BotSailor’s incoming webhook to send WhatsApp conversations to our own CRM. Business users can reply to customers from two places:

1. The BotSailor platform (live chat inbox)
2. Their phone (the WhatsApp Business app)

The webhook fires in both cases, but the data it sends is different:

• Reply typed in BotSailor: the webhook includes the full message content.
• Reply typed on the phone: the webhook only tells us a message was sent. It doesn’t include what the message says.

Request: Please include the message content in the webhook payload when a reply is sent from the phone, the same way you already do for replies sent from BotSailor. As far as we understand, Meta sends the content of these phone-sent messages through its message echo webhooks (smb_message_echoes for Coexistence numbers), so the data should be available to forward.

Why this matters: Anyone connecting BotSailor to their own CRM depends on this webhook to keep a complete conversation history. Right now, any reply sent from the phone shows up in the CRM as an empty message. The conversation record is incomplete, and the integration doesn’t look reliable to our clients.

Question about Click-to-WhatsApp ads: When a contact first messages us from a Click-to-WhatsApp ad, does the webhook include the ad referral data? Meta provides this in the referral object, including ctwa_clid, source_id, source_url, source_type and headline.

• If it does, could you confirm which fields are included and where they appear in the payload?
• If it doesn’t, please consider adding them. We’d like to send ctwa_clid back to Meta through the Conversions API to track conversions from our ads.

Thank you. We’re happy to share sample payloads or help test.

Hello,

I tested this, but still its not receiving the message

Please check once.

Also can you please answer this:-  When a contact first messages us from a Click-to-WhatsApp ad, does the webhook include the ad referral data? Meta provides this in the referral object, including ctwa_clid, source_id, source_url, source_type and headline.

Thanks

Hi there,

We have now added the incoming webhook payload to include the message content for replies sent directly from the phone, matching the behavior for replies sent via the live chat inbox, on next updated

Please check the integration and let us know if everything looks correct.

Still not getting the message, I just tested it and here is the reply I am getting

Thank you for testing and sharing the screenshot. I've logged the issue with our team and we are looking into it. As today is the weekend, we will investigate this first thing on sunday. We will get back to you as soon as we have an update.