Can't receive calls made through the WhatsApp App after Integration

[Billseng]

So this is weird.

We integrated our WhatsApp Business number with HubSpot today, but now when someone tries calling through the WhatsApp app on their phone, they get this message:

However, if they make a conventional call from a landline or cell phone, it goes through with no issues. Also, text messages made through a WhatsApp app come in just fine - it's just the calls that don't.

Is there a setting or something that I'm missing? We can't have our customers getting this kind of message when they try to call us via WhatsApp. 

[Asif]

Glad I saw this post. I've been strugling and getting rather embarrased before clients by the massive shortfalls of the Hubspot X WhatsApp integration. Whatever side the limitations are on, Hubspot should make it clear in their documentation. I have clients so frustrated with the loss of key functionalities, that they are even reconsidering Hubspot itself, which is a disaster.

[Billseng]

Exactly. While I now understand that calling isn't supported post-integration, HubSpot needs to do a better job of explaining the limitations before someone else finds out the hard way. I wasted a good bit of time on this all while limiting communication options for our customers until I was able to reverse it.

[Billseng]

We had been using this as a "WhatsApp for Business" number for a few years. This problem ONLY cropped up once the integration happened. It wasn't an issue prior.

Again, to be 100% clear, this is only happening when a user tries to call us from their WhatsApp app; calls go through fine if they are made using a standard phone call.

I really don't think the internet is the culprit here; different networks and cell data were tried, but they haven't had an impact. Neither has rebooting the user's phone. This happens consistently.

[PamCotton]

Hello @Billseng, are you able to send me via private message an example of the call?  A HAR would be ideal (More information here).

The more information, screenshots, and details you can provide, the better I can advise on the next steps.

Kindly,

Pam

[Billseng]

How would a HAR file help? None of this is related to our website. 

This is the problem: We had a working WhatsApp for Business number. Customers could call OR text from their standard WhatsApp app on their phones. However, we were not able to capture that information in HubSpot. So we decided to use the recent released HubSpot integration: https://www.hubspot.com/products/whatsapp-integration

Ever since we connected this on Thursday, NO ONE CAN CALL THE NUMBER. They can only text. WHen they try to call us, this is what the customer sees in their WhatsApp app:

It's critical that we also be able to receive calls. This has absolutely nothing to do with our WiFi or any of that. I get the same error when I try, and I'm on a high-speed network at work, and I get the same at home where we have 500 Mbs via AT&T fiber.

Please tell me what setting(s) need to be adjusted ASAP. I'm in a world of hurt over this. I certainly hope that HubSpot isn't nerfing the calling feature - because if it is, that should be made clear as day on the integration page.

Thanks for any help here.

Bill

[PamCotton]

Hello @Billseng , thank you for posting in our Community!

Did this behavior start right after connecting the integration? Checking more details on this error, the recommendation is to Try connecting to a different network on Wi-Fi or mobile data or restarting your mobile. 

What is the current WhatsApp version you are using?  The more information, screenshots, and details you can provide, the better I can advise on the next steps.

Kindly,

Pam

[Billseng]

The version of WhatsApp people are using to try to call us isn't something that I can provide. However, I can state that for testing, I am using the latest version of WhatsApp downloaded from the iTunes store on Thursday. 

Since we were instructed to disconnect the number from WhatsApp for Business in order to connect it to HubSpot. We can no longer use the WhatsApp for Business App to make or receive calls or texts as a result. However my colleague informs me that the version he had was the latest version for Android, as he updated it "a couple of weeks ago".

I really don't think it has anything to do with the version of the app, as the problem seems to be stemming from HubSpot - again, everything was working until we did the integration.

[PamCotton · Accepted solution]

Hello @Billseng, thank you for providing this extra information.

I was able to check more information with our team and currently, this is a known limitation - calling is not supported by WhatsApp cloud API (not a HubSpot limitation). This is expected behavior and is outside of HubSpot’s control. Our recommendation is to send a request to WhatsApp to add more supported features to their APIs.

Kindly,

Pam

[Billseng]

Is there a method to keep using the WhatsApp for Business App for calls, while texts still get captured in HubSpot? 

[Billseng]

Lovely.

Can you make that EXCEPTIONALLY CLEAR before someone else finds this out the hard way?

I mean, that's kind of a big thing to neglect to mention.

[AUlusan]

exactly this! I was about to upgrade to pro plan and get this integration. im glad i came accross this issue here... thanks for sharing

[Billseng]

The "good news" is that I was able to reverse the integration and got our ability to receive and make WhatsApp calls back, but Lord, HubSpot should make this limitation with WhatsApp's API clear as day. It may be a limitation of WhatsApp's Cloud API, but HubSpot should do a better job of telling their customers about those limitations before they do the integration.

[PamCotton]

Hi @Billseng, thank you for your feedback! I will pass along to our team the more clear direction for the integration. 

Thank you,

Pam