Solved Unable to parse message from provider WhatsApp

[jm_]

Hi,

recently I've tried set up the WhatsApp chat integration with 3CX, following the guide, but I can't seem to make it work. Every time I send a message to the WhatsApp number, i get the following event warning at the log:

Unable to parse message from provider whatsapp. Error: Cannot find valid routing for incoming Whatsapp message to number: +34681XXXXXX

I have deleted everything related to WhatsApp and followed the steps for a second time, and I get the same error. Also, I have searched inthe forum and I haven't found anyone with this exact problem.

Can anyone help me and share some light into this situation?

Much thanks.

Jose

 

[Alejandro_3CX]

Hi,

recently I've tried set up the WhatsApp chat integration with 3CX, following the guide, but I can't seem to make it work. Every time I send a message to the WhatsApp number, i get the following event warning at the log:

Unable to parse message from provider whatsapp. Error: Cannot find valid routing for incoming Whatsapp message to number: +34681XXXXXX

I have deleted everything related to WhatsApp and followed the steps for a second time, and I get the same error. Also, I have searched inthe forum and I haven't found anyone with this exact problem.

Can anyone help me and share some light into this situation?

Much thanks.

Jose

Hi Jose, please check the whatsapp trunk in your pbx and validate that you have correctly setup the number like +34681XXXXXX

The number must be in e164 format.

In Spain the mobile numbers with whatsapp are always +346 or +347

Please check this and then retry.

 

[jm_]

Hi Jose, please check the whatsapp trunk in your pbx and validate that you have correctly setup the number like +34681XXXXXX

The number must be in e164 format.

In Spain the mobile numbers with whatsapp are always +346 or +347

Please check this and then retry.

Hi Alejandro,
that is correct, the number was in E164 format, but I keep getting that warning event.
Thanks.

 

[Alejandro_3CX]

Hi Alejandro,
that is correct, the number was in E164 format, but I keep getting that warning event.
Thanks.

Hi, you may ask your 3cx partner to open a support ticket with us so we can gather the logs and check your settings.

Thanks!

 

[wars]

Hi @Alejandro_3CX - I am having the same issue. I can send a test message from the 'Meta for Developers' console from the correct business number but when an incoming message hits 3CX it is unable to route it to the extension assigned to receive the message. Can you help me please? The number is in the correct e164 format. It appears that the message is hitting the WhatsApp developer application and being passed through to 3CX but it doesn't seem to know what to do with it after that.

Edit - I have fixed it. Chat was disabled on our system. Re-enabled it, ran a pending update so the server rebooted, assigned the route to my user extension and a test message came through. Lovely stuff!

 

[TheodorosG_3CX]

@wars Glad to know you have solved the issue.