URGENT: WhatsApp Cloud API – Incoming Reply Messages Not Received (Previously Working)

Develop, Build & Integrate APIs & Integrations
1

Hello Support Team,
I am writing this message as a formal escalation, as my previous tickets are being closed without proper acknowledgement or resolution, despite this being a production-critical issue.Issue Summary
We are using Meta Official WhatsApp Cloud API (ONLY Cloud API, NOT MM API).

  • Outgoing templated messages are sent successfully
  • We receive webhook status updates (sent, delivered, read)
  • Incoming reply messages from customers are NOT received via webhook

This functionality was working correctly until ~2 weeks ago.
Since last week, customer replies are no longer received, without any configuration changes from our side.Key Points (Very Important)

  1. We are NOT using MM API
  • We are fully aware that MM API is send-only
  • Our integration is Cloud API only
  1. Our Webhook is active and verified

  • We receive:

  • message status updates

  • delivery & read receipts

  • We do NOT receive:

  • messages object for customer replies

  1. The same WABA and phone number
  • Previously received incoming replies correctly
  • Stopped suddenly without warning
  1. Customers are replying normally
  • Replies are visible on their phones
  • But no incoming webhook payload is triggered

What We Have Already Verified

  • Webhook URL is reachable and unchanged
  • Webhook subscriptions include:
    • messages
    • message_status
  • App is live and not in development mode
  • Phone number is active and not migrated
  • No MM API traffic is used on this number
  • No webhook errors on our server
  • Status webhooks are still received (proves webhook is working)

Concern About Previous Response
In earlier replies, the explanation referenced MM API limitations, which does not apply to our case.
We are requesting specific investigation into Cloud API inbound message delivery, not general documentation links.Request for Immediate Action
We respectfully request the following:

  1. Confirm whether there is any issue or restriction on our WABA / Phone Number
  2. Verify inbound message delivery from Meta’s side
  3. Check if any backend change, policy enforcement, or webhook routing issue occurred
  4. Provide a clear technical reason why replies stopped after previously working
  5. Do NOT close this ticket without resolution or acknowledgement

This issue is directly impacting live customer communication and business operations.Additional Details (Available on Request)

  • WABA ID: [Available ]
  • Phone Number ID: [Available]
  • Approximate failure start date: ~1 week ago
  • Region: India
  • API: WhatsApp Cloud API
2

Hey @Lna657 - thanks so much for posting in the Community! I sincerely apologize any frustrations you may have experienced thus far, and I’m hoping we can work together to find you a resolution here.
I’ve reached out to you via private message in the Community to explore next steps. Can you please follow up there so that we can see what’s possible on the backend?
In the meantime, I’d like to tag in some Community experts to see if we’re able to get some helpful insight! @Mike_Eastwood, @ashleyidesign, and @Phil_Vallender - any thoughts on this situation?
Shane, Senior Community Moderator