WhatsApp Messages Not Appearing in Envoy After Setup

After connecting a WhatsApp channel, Envoy runs a sync process to pull in your existing message history and establish a live webhook for new messages. When messages don't appear, one of three things has gone wrong:

---

Check 1: Is Sync Still Running?

Large accounts with thousands of conversations can take several hours. Wait for sync to show "Complete" before troubleshooting further.

Check 2: Sync Shows "Complete" But No Conversations

Conversations may have been imported with a status that your current filter hides.

Check 3: New Messages Not Coming Through

If the message shows on the phone but not in Envoy:

• Check that your WhatsApp channel shows as Connected (not Disconnected) in Settings > Channels
• If Connected but messages don't arrive, this is a webhook delivery issue, contact support

Check 4: Queue Congestion

If your Envoy account runs other background tasks (web crawling, AI training, large broadcasts), these can delay WhatsApp webhook processing. This is temporary, messages will appear once the queue clears. You don't need to do anything.

---

Using WhatsApp Business App Instead of Cloud API

WhatsApp has two different business products:

If you set up the standalone WhatsApp Business App (not the Cloud API via Embedded Signup), messages won't reach Envoy. You need to complete the full Embedded Signup flow to migrate to the Cloud API.

Incomplete Embedded Signup

The webhook connection only activates after the full Embedded Signup flow is completed, including generating an access token. Simply creating a Facebook app and WABA is not enough. Verify you completed all steps during onboarding.

---