Reference
Troubleshooting
The issues teams hit most often when connecting a number, and how to clear them.
// fixes
Common issues
| Symptom | Provider | Fix |
|---|---|---|
| setupWebhook verifies but no messages arrive | Meta | Subscribe the messages field (WhatsApp → Configuration → Webhook fields → Manage). |
| errorInbound rejected · 403 “Invalid signature” | Twilio | Use the account's primary Auth Token (not an API Key); re-enter via Update token. Subaccount → subaccount token. |
| errorSends fail · “cannot parse access token” | Meta | Replace the temporary/test token with a permanent System User token via Update token. |
| setupProvider shows 200 but nothing in SupportWize | Both | Confirm the connected identity matches — Meta phone_number_id, or Twilio E.164 exactly (leading +). |
| setupDelivery ticks never update | Twilio | Set the sender's status callback to the same webhook URL, HTTP POST. |
| expectedOutbound “window closed” | Both | Customer hasn't messaged in >24h — wait for them, or send an approved template. |
| expectedButtons show as “1. …” not tappable | Twilio | Content template creation was briefly unavailable; self-heals next send. |
Diagnose
Meta: App Dashboard → Webhooks shows recent deliveries + our response. Twilio: Console → Monitor → Logs → Errors and the Messaging logs show what was POSTed and the status we returned — the fastest way to tell “never called us” from “we rejected it”.
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Field mapping
How the SupportWize channel API fields map to each provider.
| SupportWize field | Meta | Twilio |
|---|---|---|
provider | "META" | "TWILIO" |
phoneNumberId routing key | Meta Phone Number ID | the number, E.164 |
displayPhone | business display number | the number, E.164 (same value) |
accessToken encrypted | System User access token | Auth Token |
twilioAccountSid | — | Account SID (AC…) |
wabaId | WhatsApp Business Account id (optional) | — |