Understanding Unsupported WhatsApp Message Formats in DoubleTick
This article explores the reasons behind unsupported messages and provides insights on how to manage them effectively
When customers message your business on WhatsApp, some message types cannot be accessed by platforms that use the WhatsApp Business API, including DoubleTick.
To ensure that you are still aware when such messages are sent, DoubleTick now displays a notification in the chat whenever an unsupported message format is received.
This article explains what unsupported messages are, how they appear in DoubleTick, and what actions you can take when you see them.
What Are Unsupported WhatsApp Message Formats
Unsupported message formats are message types that Meta does not allow WhatsApp Business API platforms to retrieve or display. Because of this restriction, DoubleTick cannot show the actual content of these messages.
Common examples include:
View Once photos or videos
Disappearing messages
Polls
Live location sharing
Messages restricted due to API-to-API communication limitations between platforms
These message types are designed by WhatsApp for privacy, temporary interaction, or platform-level restrictions, which is why their content cannot be accessed through external platforms.
How It Appears in Chat
When a customer sends an unsupported message format, DoubleTick displays a message bubble in the conversation.
The message will show the text:
“Customer sent an unsupported message format.”
This message indicates that the customer has sent a message, but the content cannot be displayed due to WhatsApp API limitations. The message bubble also includes a short explanation and a documentation link for additional information.
What Has Improved
Previously, unsupported messages were not visible in DoubleTick. This created situations where:
The message was silently dropped
Teams were not aware that the customer had sent a message
In some cases, chats were not created for new leads
This behavior has now been improved.
When a customer sends an unsupported message format:
The message event is captured and stored
A notification bubble appears in the chat
The conversation remains visible in the inbox
Your team is aware that the customer attempted to send a message
This ensures better visibility into customer interactions.
Supported vs Unsupported Formats
Supported formats
Text messages, images, documents, videos, audio, standard location messages
Fully visible
Unsupported formats
View Once media, disappearing messages, polls, live location, API-restricted formats
Content cannot be displayed
For unsupported formats, DoubleTick only shows a notification that such a message was received.
How to View the Original Message
If you need to see the actual content of the message, you can check it directly in the WhatsApp Business App connected to the same phone number.
Certain message types are only available within WhatsApp and cannot be retrieved through the WhatsApp Business API used by external platforms.
Common Questions
Why can’t DoubleTick show the actual message?
This limitation comes from WhatsApp. Meta restricts access to certain message types through the WhatsApp Business API for privacy and security reasons.
Does this mean the message is lost?
No. DoubleTick records that the customer sent a message and displays a notification in the chat so that your team knows an interaction took place.
Will a chat still be created if a new customer sends an unsupported message?
Yes. The system now captures these events and ensures that the conversation appears in your inbox even if the message content cannot be displayed.
Can these message types be supported in the future?
Support depends on WhatsApp’s API capabilities. If Meta allows access to these formats in the future, platforms like DoubleTick may be able to display them.
This improvement ensures that customer interactions are always visible in your workspace, even when certain WhatsApp message formats cannot be displayed.
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