WhatsApp Business messages only arrive from the admin's own number — Advanced Access granted, still broken

[RolandGraf]

> Hi Kyriacos,
>
> Followed your suggestions and tested step by step:
>
> 1. **Trunk routing confirmed:** WhatsApp trunk "Helpline" default route → Queue "805 WhatsApp" (correct, verified in the UI).
> 2. **Queue agents:** Found the queue had only one member — a generic shared "Helpline" user account, no real staff extension. Added a real agent extension, saved, tested again with a foreign number — still no chat appears.
> 3. **Queue capacity:** "Max callers in queue" was set to 0. Changed it to 20, tested again — still nothing.
>
> In all cases the message is still received and logged (visible with full content under Reports → Messages / Chat Log), but never surfaces as a visible chat under the Chat menu, and produces zero entries anywhere in the Event Log — exactly the same silent behavior as before, regardless of trunk config, queue membership, or queue capacity.
>
> At this point we've tested every routing/config variable we can find on our side. Would appreciate any further ideas — otherwise this really looks like it needs a developer-level look.
>
> Best, Roland

 

[KyriacosS_3CX]

Hi,

Do the following procedure/sequence:

Go to your whatsapp trunk config. Make a small change to the whatsapp number, eg add a digit, save. Go back and restore the correct number, save again. This resets all open chats.
Put PBX logging into verbose.
Send in a new whatsapp message.
Check if the extension(s) configured to receive it did so - note to confirm both the default routing in the trunk or any direct assignment of the DID.
Check the chat logs in the reports section
Check log files.

If anything is still not as expected, let us know.