Unsupported messages webhook reference | Developer Documentation
Handle an incoming WhatsApp message you cannot view
If a conversation connected to ChatArchitect shows an unsupported-message notice, a placeholder or unavailable content, check the specific incoming event. A missing item in the CRM can involve message format, content availability or the connection. Preserve the observed result before deciding which case applies.
Locate the problem
- Confirm the conversation. Check the connected business number and the sender information reported by the tool. Keep a sender identifier and phone number as separate values when both are provided.
- Record the affected item. Note the time with time zone, the format the customer says they sent, any message reference and the exact notice or error.
- Check what is available. Distinguish an item whose content is unavailable, an attachment that cannot be opened and a conversation with no incoming items at all.
- Use a simple test when needed. Ask a permitted test contact to send a new plain-text message. Check the connection test if that message also fails to appear. A successful text test helps narrow the issue; it does not prove that every attachment type works.
| Observed result | Next check |
|---|---|
| The incoming item has a format or unsupported-message notice. | Keep the exact type and error. Ask the customer to restate the essential content as ordinary text when you can reply through the permitted workflow. |
| An attachment is shown but cannot be opened. | Check the actual file and the integration's available formats using the image or document checklist. |
| No incoming message appears, including a new text test. | Check the selected number, connected inbox and integration setup with the connection guide or support. |
| Your own outgoing reply fails. | Keep that send attempt separate and use the outgoing delivery guide. |
If a Meta error code is provided
Use this distinction only when your integration or support identifies the value as a Meta error. A CRM label or a ChatArchitect-specific code may use another scheme. Meta's current unsupported-message reference distinguishes:
| Meta code | What the reference describes |
|---|---|
131051 | The message type is not supported by Meta's Cloud API for that event. |
131060 | The message content is currently unavailable. Meta notes that this can occur on a first contact with a number connected from WhatsApp Business app. |
For a number connected while the Business app remains in use, see the coexistence guide. Tell support whether the specific item appears in the app, the connected tool or neither. Record the actual event rather than treating a single unavailable item as proof that the whole message type is unsupported.
The type named in an unsupported event describes that event. For example, an image-related error does not by itself establish that every image is unsupported by ChatArchitect. Attachment support depends on the integration, and the actual format and received result still need checking.
Continue the customer conversation
If you can reply within the service window, ask for the missing question in plain text or a file type confirmed for the connected tool. Use the ordinary reply rules; if the window is closed, follow the approved template workflow or another agreed contact route. This guide does not promise an automatic fallback reply or recovery of unavailable content.
For support, keep the tool, connected number, sender information as reported, message time, exact format/error, available reference and the result of the plain-text test together. Include a nonconfidential example that reproduces the issue when one is available; keep connection secrets out of the report.
ChatArchitect does not store customer message texts or attachments. Keep the evidence and any authoritative copy in your team's own system; no archive retrieval period is established by this checklist.
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