Subject: 1741.3cx.cloud – Inbound WhatsApp not in Chat (Meta webhook test 200)

[girija]

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Issue
Inbound WhatsApp to +96xxxxxxxdoes not appear in 3CX Chat. Internal user chat works (Web Client + mobile app, ext 39310, Available). Sender sees message delivered; agents see no WhatsApp thread.

PBX

• FQDN: 1741.3cx.cloud
• Version: 20.0 Update 10 (Build 1716)
• Company: New Era Technology

3CX WhatsApp trunk (Voice & Chat → New Era Technology / NET)

• Number: +96xxxxxxxxxx (E.164)
• Default route: Queue 39360 (also tried Extension 39310)
• Queue 39360: members 39310, 39311, 39312; no Assigned DID
• User 39310: no Assigned DID on clinic number
  
  How tofix this, FOr get quick support how can contact support team.

Meta (verified on our side)

• Callback URL = 3CX webhook above; messages subscribed (v26.0)
• Send to server test → success (HTTP 200)
• Same number worked with Moyasar when webhook pointed there; now 3CX only

 

[KyriacosS_3CX]

Hello,

Can you please confirm, without much AI if possible:

This was an existing working Meta account, not one that is pending approval? And Whatsapp shows it delivers messages to the web hook? Can you make anonymized screenshots of this?

Have you tried assigning your WhatsApp DID to a user in assigned DIDs?

If you send from a Whatsapp user that has never had a conversation with your Whatsapp phone number, does it arrive to the configured destination?

Please do not post full phone numbers, we hooks etc in the public forum.

 

[girija]

Hello 3CX Support,

We confirm inbound WhatsApp to business no, is working in Web Client Chat after your guidance. Please confirm our trunk/queue setup is appropriate for production.

We also need your advice on:

1. Routing to multiple departments (Finance, Appointment support) via queues/departments on v20 hosted.
2. Whether interactive WhatsApp (buttons/lists/flows) can auto-route to those departments in 3CX, or what you recommend instead.
3. Whether outbound template messages with dynamic data from our external ERP are supported by 3CX, or only manual agent replies within 24h.

Thank you,